Outsourcing NOW

As I was telling you in my last post, I am currently reading "The World is Flat", I am already halfway through it. It is a good book, if you ignore some repetitions that tend to disrupt a little of the flow in the book. Well, one of the main themes in the book refers to "outsourcing".
What does outsourcing mean? Well, it is a process through which companies in the US (and not only here) can transfer some of their workforce, especially services workforce to country where labor is cheaper. For example, if you call the Microsoft technical support, don't imagine you're calling America. Someone over in India will answer and give you all the answers to questions you have. And a lot of companies have decided to do this, given the fact that it cost three times less to pay an Indian call operator than an American one.
I was in Boston yesterday, buying tickets to go to Denmark later this month from Northwest Airlines. So, I go, like any normal human being to the ticket office and ask what are the availabilities for the dates I was interested in.
The woman looks at me and gracefully points to a row of phones, somewhere in the terminal. She told me that I should call their center, make the reservatio
n and then come back to her to purchase the ticket. Oh man, I am well behind all of these service advancements that are just happening. And I thought to myself: "Wouldn't it be easier if she had just punched three buttons to check what I need and then sell me the ticket?" Well, for them, apparently it pays off to do this.
Obviously, I go to the row of phones and make the call. I sensed from the first second the slight Indian accent the woman had on the phone, so I realized they were doing exactly what I had read about in the book. Of course, it took me over 30 minutes to decide on a flight before making the reservation, so I guess the call center pays off.
Air France, another carrier I usually use (because of their fabulous food on board) does not do this. They still use the archaic system with computers and Internet. Isn't this funny? What we thought yesterday as being breakthrough technology, today it just might seem as something way old. Metaphorically speaking, of course.