Excerpt: By Dennis J. Donovan, originally posted at ExpansionSolutionsMagazine.com
The last decade has seen an explosion in customer service related jobs (outpacing U.S. private sector job growth in each of the last ten years), thanks to the rapidly changing world of technology and the rising influence that customer relations can have on a firm’s bottom line. Furthermore, many back office and businesses processing (BPO) tasks that traditionally required a separate workforce in each divisional office can now be handled from one or two centralized locations. As call center demand continued to push for more seats during the 1990s and 2000s, many large and mid-sized firms outsourced these centers to places lice Canada, India, Philippines, South America, Central Europe and eventually Africa and Asian.
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