When Outsourcing Works—and When It Fails

What this episode covers

In this episode of Gaining the Technology Leadership Edge, Mike sits down with Ken Coyne, Head of Growth and Technology at Ops Talent, to break down what technology leaders need to know about outsourcing—and why it succeeds for some companies and fails for others. Ken shares how Ops Talent delivers multilingual customer support and technology development services from Poland, one of Europe’s leading outsourcing hubs. With nearly 500 employees and an industry-leading 5% turnover rate, Ops Talent has built its growth around employee engagement, culture, and long-term retention. The discussion explores when outsourcing makes sense, from accessing hard-to-find skills like DevOps, AI, and data engineering, to accelerating delivery through follow-the-sun development models. Ken explains why cost savings alone are the wrong reason to outsource and why cultural alignment, communication, and integration matter far more. Mike and Ken also address common outsourcing pitfalls: treating external teams as secondary, underestimating communication needs, miscalculating fully loaded costs, and ignoring geopolitical and infrastructure risks. Real-world examples highlight why daily standups, tight meetings, and clear expectations are essential for success. Listeners will learn: When outsourcing aligns with business strategy How to integrate external teams effectively Why employee engagement drives client success The hidden costs and risks leaders often overlook

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