The Outsourcing Boomerang
In a recent Wall Street Journal Business Technology article, findings of the Black Book of Outsourcing were discussed. In this year's survey, the Black Book discovered a trend of moving work back to on-shore and near-shore service centers – particularly for tasks where communication is important.
This is interesting for several reasons. First, it means that offshore-based companies are finally learning that something beside pure price is important – and that the ability to communicate with your customer is a critical factor in outsourcing success. Second, it means that cash-rich Indian companies may finally start buying into the US market as opposed to remaining happy servicing clients from afar. Finally, it acts as a call for the Indian offshore companies to really start focusing on customer service.
This approach may also save the Indian outsourcing industry from the political ire of US officials. By providing jobs in the US, Indian firms could counter-balance the perception that they are harming the US economy. This could be their best defense.
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Well,
the point about focusing on customer service is very valid…on adding headcount onshore…how many resources do the Big 5 deploy at location, for customers, that meet face to face? lot of business does happen on the phone and offshore providers must get the middle management backbone that can make that happen, in a global delivery model.
Comment by Vijai on September 5, 2008 5:39 am
It is still too early to say that outsourcing industry is on a boomerang for the mere narrow reason of communication. The outsourcing companies have already invested on training more frontline communicators to please and satisfy the target customers. The boom of outsourcing industry also encourage some businessman to put up schools to answer that great demand of outsourcing industry, and the ability to communicate well to the customers of different sorts has been of foremost consideration.
Comment by st.eclipse on September 12, 2008 1:08 am
I would check out on:
http://www.requestfill.com for top qualified IT outsourcing providers
Comment by Wendy on September 17, 2008 12:43 am