I was on a call with an Indian helpdesk yesterday.
In some settings in the US, just that statement will cause a stir. Outsourcing, Off shoring, unemployment rates, etc all play into the average person’s emotions. In my career have been involved in more than a few outsourcing/offshoring deals, some which I help personally setup on the ground.
I always viewed it as a maturation process for companies, particularly American companies, as they become more global. Technology is making the world smaller, and whether the company is Russian, Dutch, Brazilian, Kenyan, or Chinese – the path to growth goes through thinking internationally. And that’s a good thing on many fronts. Incorporating a diverse work force is the catalyst to growth. It signals making a commitment to a local economy, not just expecting that group to be consumers.
Some curious personal choices in help desk settings:
Clutter and complexity
or simplicity and sustainability
Everyday most of us have an opportunity to act on that vision, through our interactions with call centers. Taking the extra step to be empathetic, to make a connection with the other end, to take the extra time and effort to understand language, pronunciation, and custom differences.
Rather than just react. And be the ugly American.
I fear that for middle America (or any country that has an identifiable identity and threatened classes) the latter reaction is often more likely than the former. And our offshore call center personnel have to deal with it every day.
Another area where business success and social issues are inextricably linked, as much as we (managers) like to act as if they are not.