Call center and software firms in India are well positioned for
continued quality and process improvements. This is due, in part,
to continuing improvements in their domain expertise. Domain
expertise refers to knowledge of the subject areas in which people
work.
New software and call center firms starting up offshore often
lack focus or domain expertise. Lack of domain expertise adds
hidden costs to U.S. clients, who must spend time transferring
domain expertise to their offshore contractors.
By specializing and not attempting to do everything, Indian
software and call center firms have often been able to gain domain
expertise, establish proven track records within those domains, and
to provide both better quality outputs and better value for money
for their clients.