Over time, the customer gets to know his group of select vendors--the quality of personnel, price points, risk, flexibility and quality--and can make better decisions about which provider is best equipped to perform each job.
The two-parts India-based provider, one-part U.S. supplier approach doesn't mean all the work is divided between the two countries alone. Some customers, hoping to mitigate political, currency or natural disaster risk in a specific location, will take advantage of support that the trio of providers can offer in other parts of the world. More often than not, however, the driver is something more concrete, such as the need for services to be performed in a certain time zone, available language skills or overall costs. Vietnam may be cheaper than India. Or the Latin American subsidiary can provide Spanish language skills.
"It is less about risk and more focused on support requirements," Rutchik says.
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