Do you know which are the parameters used in evaluating contracts during an outsourcing process? I’ll tell you: COSTS!
What about knowing the business, understanding what has to be done, defining services and SLA?
Someone unfortunately thinks that these are technical details that can be sorted out after.
So guys, don’t complain of services you receive from an outsourcer: what they do is nearly a miracle. Or better don’t complain (integrally) of the outsourcer, may be the cause of such a misery is sitting in your building.