Two weeks ago, AGL Resources Inc., an Atlanta, US-based natural gas distribution company, decided to shift its call centre operations from India to the US. The centre was operated by India’s third largest information technology (IT) services company, Wipro Ltd.
Along with similar instances of Delta Airlines Inc., United Airlines Inc. and Chrysler Group Llc reported earlier in the year, this could raise a flag for Indian business process outsourcing (BPO) firms which earned nearly $15 billion (Rs69,450 crore today) from such back-office work in the year to March.
In-house services: A file photo of a TeamLease Services call centre in Bangalore. Some US states have legislation that requires public utility companies to locate their customer call centres within the service area. Hemant Mishra / Mint
In-house services: A file photo of a TeamLease Services call centre in Bangalore. Some US states have legislation that requires public utility companies to locate their customer call centres within the service area. Hemant Mishra / Mint
The move comes as the downturn in the US and subsequent government bailouts, combined with rules that require service centres to be located locally, are persuading companies to move jobs back home.
Monday, December 7, 2009
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