Speaking to Business Line, he said: “We are entering a new era of mature global services. It’s time to accept, both in Europe and India, that this means service provision should be from the best possible location – which might be just down the road or just across the ocean.”
According to him, the end-consumer doesn’t care much for corporate strategy. “All they want is want good service when they call. And sometimes good service means local service, regardless of how well trained the offshore team might be.”
Of course, the consumer is not aware of the benefits that a company enjoys when it opts for outsourcing, such as reduced costs, increase shareholder value, access to expert resources and improved flexibility.
