Western companies would do well to follow the example of RedBus, an Indian startup company selling bus tickets.
As reported by TechCrunch they invested “in seven different call centers throughout India, not one central call center. Says Sama, if you don’t localize a call center to local slang, languages, and customs the customer service won’t work.
Seriously? An Indian in Bangalore arguing a centralized, remote call center can’t give good customer service? That has about as much globalization-irony as China’s BYD refusing to outsource any of its manufacturing.”