This is my personal opinion: Financially it is a good business move, there are plenty of people willing to work in India. Technically it may be hard to communicate with people when they can't see the problem with their own eyes. Although this problem could be solved by hiring one person that can be on call if someone needs to come to the workstation to fix the problem.

I'd say that, aside from the economic treason that US companies are commiting with their "global workplace" mentality, it's usually a bad idea even in a business sense. I've seen lots of service jobs go to India, and it rarely ever yields the results the company hopes for. Customers are often frustrated when they need help and they have to contend with a CSR who can only give a scripted response and can't speak English very well. Bad idea- on many levels.

My company does the same thing, and of course its good for THEIR business, bad for us because we lose our jobs little by little the more and more outsourcing they do. They save money on cheap labor would be the upside.... for them. We as a company find it very difficult to communicate with India (we call it "offshore" at my workplace so the outsourcing thing isnt so.... spoken. lol). We find that there is a very large communication gap, and there isnt much that can be done about that. Its frustrating for your customer to have to deal with that on the phone, and its also frustrating for you if you have to interact with "offshore" workers. It is bad for your company in that way also because that communication gap WILL catch up to you by way of BAD customer feedback. I find it personally insulting. I know the cheap labor = good bizz decision blah blah whatever, but there is a part of me that is very angry. Why should people HERE be layed off to give someone over THERE a job??? Good people that dedicate themselves to their jobs. That is the wrong principle, in my opinion. Also, they start out with outsourcing 20 jobs there to see how it goes....like a trial run. Eventually, there will be more employees jobs being outsourced if they find that it works even halfway decently. I've seen it too many times.

Having dealt with out of the country customer service reps, my experiences have been very frustrating. If you are going to hire CSR's in another country, make sure they can speak the language your customers speak. I also think business owners should be trying to help the economy of the country they are based in, not adding to the unemployment rate. But I am not a business owner, so that is just my opinion, not an educated assessment.

It is both. I worked for a company that had to deal with outsourced customer service in India. If the answer was not one of seven on the script, you had to ask for a supervisor, Many times they'd hang up on you because they didnt know the answer. It was very inefficient. We've got to stop sending jobs away from American unless we want to become a third world nation. Unemployment is WAY too high already. This is, in the words of one of the members of the house, Economic Treason.

Unfortunately, it is becoming the norm to move that kind of service to India. Just cutting corners in order to be able to compete with the cheap China market. It is a bad business move for the American workforce.

Bad move, it will backfire and they will be forced to go back to the way it was.

A communications error for sure but seriously, what's good for a company these days is turning out to be bad for America.