Recommendations for Buyers

Esteban Herrera, chief operating officer, HfS Research  recommends, “Most buyers setting up shop in North America will be native to North America—the economics don’t support outsourcing in the reverse direction (yet) – so they will be very familiar with the environment, regulations, culture and labor dynamics. The key is to remember that nearer is not always better. There is no bigger or more qualified labor pool for application development and maintenance than in India, period. While buyers may have to endure some cultural and operational challenges, if they need scalable ADM talent, there’s nowhere else to go. Contact centers, on the other hand, have proven to be quite cost effective in North America. A lot of BPO can benefit from proximity and cultural understanding as well. We always recommend buyers make a dispassionate, non-patriotic business decision: Where can I best find and secure the talent I need at the most competitive price?”

Country Scorecard

In a bid to cut costs, many of the centers are being located in the remote areas. In these rural locations, call centers would typically be single largest employers and will hire mainly from the community. For example, El Salvador – the reason why this region is popular is that it is close to the Mexican border, thus offering  Spanish language support.

Tony Mira CEO, Ajuba Solutions India Pvt. Ltd.spoke about Ajuba Solutions chosen locations in  North America:

Michigan

Affected by the economy and the automotive industry
Quality of workforce  - motivated and committed
High unemployment rate throughout the state

Charlotte

High level of expertise specifically in the areas of finance and healthcare
Growing destination with the presence of a large number of companies - migrating their headquarters to the city
It is also an attractive destination for very large US companies

United States

The country provides tremendous opportunities for entrepreneurs and businessmen to expand, grow and create new businesses
Healthcare is a big part of the US economy and infrastructure. The sector is also rapidly changing and growing. This provides opportunities for entrepreneurs who understand the sector and want to provide services catering to  this sector

Aegis' onshore and nearshore locations in the US, Costa Rica and Argentina offer benefits such as an enhanced end user experience, complementary time zones, good infrastructure and a strong cultural affinity. More than 60 percent of their revenue comes from the clients based in America. They are witnessing an incresed demand for client engagements to be performed onshore and nearshore, along with traditional focus on reduced costs.

Their centers in the Americas provide a range of services encompassing the entire customer lifecycle – acquisition, retention, customer care, upselling, back-office operations, and collections.