Complications of attempting to outsource services

The situation at Capita UK illustrates the potential for services outsourcing initiatives to run up against end-customer objections. In this case Capita IT Services offshore outsourcing plan contravened Capita UK's service level agreements with its end-customers.
But was the problem really as straight forward as it appears?

Links:

C. Hall, Capita IT staff strike over Indian offshoring plans, 2012.

Capita: we have a number of business outsourcing opportunities available to you. (web page 2/10/2012).

Capita India is Capita (web page 2/10/2012)

Capita UK offshoring plan killed by customer backlash - insiders