Why did you choose to outsource this project to India?
We did a fair degree of research before going ahead with India. Mainly for three reasons: India has a fair combination of English-speaking graduates, there was a good cost advantage and we already have a company in Bangalore. So, coming to India was easier than going to the Philippines or Madagascar, etc.

In what ways did outsourcing to India help you?
The real-time implementation of the project has only started recently. So, it is too early to say anything. Nine months down the line we might be able to say something about it.

How did outsourcing to India help you in cost saving?
It gave us increased productivity—more work from same number of people in the UK.

What was your experience and comfort level in interacting with an Indian company?
It wasn’t too different from our interaction with UK companies.

What were the key SLA parameters you were looking for in the agreement?
Quantity (number of cases attended), quality and turnaround time.

What problems did you face in doing business with India?
None really, general problems between two companies in business together.

Given the current backlash against outsourcing, how do you think it would affect your future decisions to outsource work outside your country?
None. The backlash was mostly against call centers, and ours is a different kind of business