Delta, United ….. Bringing call center roles from India back to the USA. Is this a trend?

In over ten years of working with over 200+ companies, I have found that over 80% of the time, the failure in outsourcing rests not with the supplier but with the client itself. When one looks at some of the airlines bringing back work from offshore, one has to ask, what were the issues? 

Was it accent?  Then why are you not exercising more diligence in hiring or training. Look at the success of call centers in the Philippines, Panama, Chile and Costa Rica. A lot has to do with how the firms hire and the ongoing training that they do!!! They exercise good governance over quality and look at it as a lifecycle process.