Fortune reports today that the center, operated by Tata Group, is the first wave in a possible new trend, one it terms "insourcing." Writing in his Bing Blog, Stanley Bing sheds some light on the significance of this development -- beyond the simple relief of all those Americans worried about the flight of jobs overseas:
"What's most interesting is that Asian companies are doing this to improve customer service for Americans who want to hear a friendly voice. They are, in a sense, defying the economics, and going for good business practice. What a concept!"Bing elaborates that, if this trend of companies considering the "well-being of their employees and customers over strict adherence to the short-term bottom line" spreads to other areas of business, we could see:
- The "insourcing" of jobs that used to go to out-of-house law firms, advertising, and public relations agencies, print departments, cleaning crews, etc.
- All instruction manuals to be written in original, comprehensible English, not in pidgin nonsense translated from Urdu;
- The reinstatement of thousands of real, live human beings where there are now audiotapes instructing you to press numbers in order to be put on hold.