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An
outsource
call center is not synonymous with an offshore call center.
A
recent trend has been moving call center activity to other countries which
boast stable technological infrastructures and offer qualified workers who
possess lower wage expectations. This
is typically referred to as offshore outsourcing and is too often
incorrectly shortened to outsourcing.
This is incorrect shorthand, as the majority of U.S. call center
outsourcing is, and will continue to be, to U.S.-based call centers.
Offshore outsourcing,
which is getting all the attention, is a small minority of the total call
center outsource picture. Although
offshore outsourcing will continue to occur and will increase, it will be some
time before it becomes the majority of all call center outsourcing.
Companies wishing to
pursuing offshore outsourcing should proceed carefully. It is
recommended at they find a local partner in the country they wish to
enter. This partner should be able to effectively work with local
and national governing bodies and obtain the needed permits, licenses, and
approvals. They should also be able to explain the local culture and
help in hiring.
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