I agree with you. Asking customers whether they would prefer speaking to someone in the UK is as stupid a question as me asking my staff whether they want a hike in their salaries!

Most of the initial hiccups we faced as an industry in India were characteristic of any new industry going through its learning curve and outsourcers & service providers learning to understand each other.

Few experts point this out, but most of the initial service providers were set up by entrepreneurs who had spotted the opportunity in the US. However, to run it, they needed the middle management and thats where we needed time. There was hardly any talent that had managed contact centers at that time.

As the service industry in India gains maturity, the workforce is learning the art of managing contact centers, and such talent is more widely available.

The financial case remains strong, but now backed by a strong delivery.

Cheers.
Birendra