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Reply To: Shifting Waste – service


Sudhir and Mr. Viswanathan,

I have also had experience with one of the companies mentioned and the migration of our Helpdesk to India. One of my close friends is from India and we debate this topic often. I do agree that the India analyst are well educated and possess excellent work ethics. The one big problem I see with an India CallCenter is the communication barrier. To say outsource to India “without compromise” would be terribly misleading. I know first hand that internal clients just stopped calling when this India transition was completed in my company. I guess on paper, call volume or sla’s look good, but in reality I think client TCO and employee productivity are negatively affected.

BTW – This transition didn’t affect my job, and I am not an angry employee. This is only my opinion. Thanks