India has earned status, but it must keep pushing forward
The media stereotype of outsourced Indian call centers, business process outsourcing, and other services reflects India’s outsourcing status. Global business establishments and consumers no longer doubt that Indian enterprises can deliver a full range of services “down the wire”.
Mercedes-Benz, Hewlett-Packard, IBM, and other leading global enterprises’ placement of key support and development organizations in India have further reinforced its reputation as a source of brain power. “Make in India” points to the goods needed for many domestic, and some export, marketspaces. The need for foreign direct investment in India-based service enterprises might seem contradictory to the concepts of Dynamic India, but it is a vital part of the maturation of the marketplace.
The truth is global foreign direct investment is required even for the wealthiest and “most” developed global marketspace participants:
IBM's investment in Germany
NEC’s investment in USA research centers
GE advanced engine development at CFM
TSMC’s investment in a US Fab
Lenovo design centers in Japan
India’s receipt of foreign direct investment in services should be welcomed and likely motivated to overcome past legal and regulatory abuses reducing trust in Indian institutions. Challenging Times will cause difficulties in overcoming the challenges of visualizing the true long-term impacts of these policies.
Education and training are the two best competitive mechanisms against protectionism, national champions, and market discrimination. The invisible hand of the market can’t guarantee results in all markets and failure is a poor excuse for sub-optimal choices to compete in global marketspaces. Trained, then experienced contact center personnel need growth paths for more than multichannel sales and support roles. Serving domestic and global markets with staffs competent in languages and cultural features drives capabilities to train future interactive AI agents, expanding functions available in local markets, and flexibly addressing global enterprise needs; Moving “upscale” improves reputation, sustainability in global markets, and the flexibility of a Dynamic India.
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