The Observations-on-Operations Interactive segment is a variation of the regular Observations-on-Operations article found at
http://www.callcenterops.com/newsletter.htm.
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Several major research firms, such as Gartner and Forrester Research, have published data outlining that certain jobs (e.g. call center and IT jobs) are heading to countries like India. Recent articles, published in Headliners, confirm the trend. Managers are no longer limiting the work that is outsourced oversees to simple transaction-type work but are moving more complex work oversees.
What trends do you see within your company? Is your call center on the verge of moving oversees? Do you see this as a threat or an opportunity? Provide your perspective.
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