In a recent Wall Street Journal Business Technology article, findings of the Black Book of Outsourcing were discussed. In this year's survey, the 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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