When auto jobs left Detroit in the 80s, many came back in different ways to states like Alabama and Tennessee. Something similar is happening in IT and BP outsourcing. I have written before about how Jetblue is using VOIP to leverage moms and pops at home in the US in a virtual call center. In IT, Rural Sourcing Inc, is leveraging recent graduates and other talent in several US states. So is CIBER.
While these newer offerings still cannot offer the breadth and security of the big Western firms, or the quality or time advantages of many offshore providers, it is good to see these options open up and expand.
Firms like Rural though need to realize it is not just about cost. Last year, I was talking to a call center manager who had moved to centers offshore. I asked him about the experience. He talked about how his staff turnover was half of that in his US centers. He also said the reps offshore were much more emphathetic to customers, spent longer time with them and resolved more issues the first time around. He did not even talk about cost savings.
I write this as I fight jet lag in India (it is 2.30 in the morning). A number of my CIO clients would similarly rather fly to Oklahoma City if they can get the rates AND the quality.
