Sorry, yes, that could have been more precise. There's a common trope that executives have a fiduciary duty to maximize shareholder value, but that's not actually written into any sort of law for the reasons I mentioned — business is all about judgement calls trying to balance risks and trying to balance short and long-term prospects. I'll edit that to clarify.

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.