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In thinking about Drucker and his view on enhancing strengths and focusing on where we can create strong barriers of entry, I think it will be tougher and tougher to maintain a US based call center for many companies. The comparative advantage of an India or a Philippines or a Costa Rica will be just too great.
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Stories like this don't seem to matter to internal or external clients when they look at the bottom line savings they can achieve when outsourcing outside the US. We used to be on the expensive side when compared to other US call centers but always justified it on the basis of quality. However, in the last couple of years there has been a marked shift away from the demand for quality and more toward the lowest possible price. As the Philippines develop and other countries like Costa Rica come on-line it is getting harder and harder to fight the battle...
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