Reverse Outsourcing & Infosys

The most comprehensive client satisfaction survey in the outsourcing industry conducted by the US-based consultancy Brown-Wilson Group, based on client experience responses of nearly 24,000 buyer executives, saw Infosys fall out of the top 50 this year to rank 59.

The Black Book of Outsourcing Survey results attribute the decline of Infosys, which was ranked 10th last year, to ‘rising accounts of client discontent’, the report notes, “ over a dozen major customers cited the fact that Infosys has not melded their consulting and service delivery well. US clients cite a lack of American front-office support with an imbalance of too much delivered from offshore.”

On the other hand, the report notes the rise of ‘reverse outsourcing’, the phenomenon of Indian companies opening offices in USA and hiring locally. The report says that 'reverse outsourcing development is too new for Indian companies to point to actual cost savings yet, but moving front office processes closer to the client is fast attracting buyer interest. Major suppliers are responding to the demand for enhanced, locally delivery customer service.'

American front office support & processes? Is it the real cure??