This week several big media outlets reported stories about a number of U.S. based companies bringing outsourced work back to the United States, specifically focusing on rural areas where the cost of living is lower. The Financial Times reported that rising employee costs in India is making U.S. based solutions more attractive. Ann Feld, of CFOZone.com weighed in, “Wage costs are on the rise in China and India, spurring companies like GE to relocate some operations back in the US.”

I believe this trend is partly from a realization that the benefits of “inside sales” and Google™ is putting customers in charge of the experience and process. Sirius Decisions, a Wilton based research firm id’s these customers in an “active buying stage” where prospects are looking to solve a problems by priority. They set out to match solutions to their needs and seek solutions. After Google™ the contact center is the first point in contact with these customers.

Knowing that customers satisfaction is directly tied to contact points measured in SG&A, it makes sense that one good onshore contact centers is better than two offshore ones, and we all have experience with one of those.

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