Sending customer facing work to India will only lead to poor customer service, legal and controllable risks. Expect savings up front that will then expose how poor these decisions are long term.
Clearly those in power now have little to no long term care or vision for the company to succeed.
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But, But...it's all chat now and they have been given names like Kyle and Julie. The customer will NEVER know any difference.
This transformation will continue until it has a negative effect on the bottom line "if it has a negative effect" I for one am not pleased when a large corporation makes me speak to an overseas representative. The language barrier is intolerable, the scripted b.s. double talk and many times the inability to resolve issues. Makes me take my business elsewhere if there are any corporations left that have not sold out yet.