Sorry, this is not getting at the core of your assertion, but what do you mean by:
> There's no legal concept of the oft-asserted “fiduciary duty"
... I can assure you that "fiduciary duty" is very much a legal concept.
> There's no legal concept of the oft-asserted “fiduciary duty"
... I can assure you that "fiduciary duty" is very much a legal concept.
That doesn't mean that cost shouldn't be considered, only that there's no support for the assertion that “cost is definitely a more important factor” because reasonable people can quite legitimately come to different conclusions. I might think the overseas call center is reasonable, you might think that you'll be able to offer a better customer experience by keeping it in-house or with staff who work for you rather than contractors, etc. and only time will tell how true those predictions are.