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The Lure of Offshore

Offshoring is worth doing correctly because it taps into qualified low-cost labor. Here's what you can learn from the experience of others.

By Brendan B. Read

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04/05/2004, 3:00 PM ET

Step back from news coverage of American firms "exporting their jobs." Mute the din of election year promises to stop the "shipment" of US employment "offshore."

Now take a hard look at offshoring: locating call centers or outsourcing programs handled in low-developing countries and regions like India, the Philippines, Africa, Eastern Europe, the Caribbean, Mexico and most of Central America.

Offshoring saves call centers 20% to 50% on operating costs and often - but not always - improves service.

Geri Gantman, senior partner, R.H. Oetting (River Edge, NJ), says that Wall Street demands companies shift labor off their books. That also means off the shores if it improves financial results.

Expect offshoring to grow as the US economy bounces back, due in part to the rising value of the American dollar against other currencies, and in part to rising costs and a tighter labor supply.

Dennis Smith, president of PacTac Advisors (New York, NY), predicts the economic arguments will wear down political and public relations resistance, just as the cost case for offshoring manufacturing did two decades ago.

"When companies shrink their labor forces they are reluctant to offshore because it lowers morale and it doesn't look good," says Smith. "But as companies add staff those job loss concerns go away or are minimized."


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