Call up India for faster service

[Dave Farber <dave () farber net>]

Delivered-To: dfarber+ () ux13 sp cs cmu edu
Date: Wed, 10 Mar 2004 14:44:02 +0530 (IST)
From: N Sashikumar <sashi () civil iisc ernet in>
Subject: Call up India for faster service
To: Dave Farber <dave () farber net>

Dear Prof Dave,
 The following small news on outsourcing appeared in India's national
Newspaper "The Hindu".

regards
sashi

http://www.hindu.com/2004/03/10/stories/2004031003151500.htm
Call up India for faster service

WASHINGTON, MARCH 9. In a pleasant twist to the outsourcing controversy,
an American lending company has given customers the choice to call up
either India or at home, with a warning that if they call in the U.S. it
will take up to two days to process their loan request, while a call
centre in India run by Wipro will do it the same day.

On-line lender E-Loan Inc. gives its customers a choice: Press 1 for an
outsourcing centre in India or 2 for centre in the U.S. It warns the
customer that if he presses the button for India, they can have their loan
request processed the same day.

If they want the application processed in the U.S., they may have to wait,
maybe, two days longer. "With the movement of U.S. jobs overseas becoming
a hot political issue, companies are trying to find new ways to avoid the
backlash,'' said The Wall Street Journal.

"E-Loan's move is the latest wrinkle: disclosing that they have workers
overseas, and letting customers themselves decide whether to opt for the
advantages they offer,'' it added.

Since the company started offering the option four weeks ago, said Chris
Larsen, E-Loan's chairman and chief executive, 86 per cent of its
customers for home equity loans had chosen the India route.

To offer the faster service, E-loan contracts with a unit of Wipro, which,
according to the daily, is expanding its workforce by 3,000 each quarter.
E-Loan officials, said the Journal, expect more companies will follow
suit.
 

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