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Article

Title: 'It Says Press Any Key. Where's the Any Key?'

Author: Sandberg, Jared Article Type: Product Analysis
Source: Wall Street Journal, v249 n41 pB1(2) Publication Date: Feb 20, 2007
  ISSN: 0193-2241
URL of Publication: http://www.wsj.com

India has a booming outsourcing industry. Companies like Wipro handled customer service outsourced from the United States, for example. The outsourcing industry in the country has helped its economy grow by nine percent in 2006, and the so-called 'cubicle farms' can barely be distinguished from their counterparts in the United States. The only visible difference between an American office park and one in New Delhi is the view of cows laying among cement mixers instead of an artificial pond with Canada geese. The greatest difference is that, in India, it is an employee's market. Outsourcing employees have the kind of leverage not experienced by U.S. workers since the dot-com boom. The boom in India is not built on promises and hopes, however, but on the facts of labor arbitrage. Employees are paid just a fraction of what their counterparts receive in the U.S., but this is a decent wage in India. Employees also receive subsidized food, tuition assistance, free transportation, and more job offers than they can handle. The hierarchies are flatter than those in the U.S. as well, and communication with company chairmen is welcomed. According to Aniruddha Ganguly, associate chief operating officer at Wipro BPO, the company does not believe in formality, hierarchy, or protocol. Executives in the outsourcing industry in India say that over half of their job is to make employees happy. They are constantly worried about the attrition rate, so they work to retain their employees and to keep them from going to rival companies.

Companies:
TecTerms Wipro Ltd

Products:
India

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