The announcement, as revealed in yesterday's Evening Star, by Royal Sun Alliance to close the More Th>n call centre in Ipswich with the loss of 240 jobs in the town came on the same day that Norwich Union's parent company Aviva, said it was axing 2,350 jobs nationwide to "outsource" them to parts of India.
Companies retreat from outsourcing
In Web.com's case it wasn't so much antiforeigner sentiment among customers as frustration with tech-support people who were simply too far from headquarters to reach the people who could solve problems quickly. "If it's a binary decision process?yes or no?then you should consider outsourcing," says Pemble. "But if there's a maybe in there anywhere, then you can be sure that all your customer-support difficulties will gravitate to that like iron filings to a magnet."