Outsourcing is a huge business. Some predict that the global market for outsourcing will be worth US$1.2 trillion by 2007.1 Already about 16% of the world’s IT services sector is carried out remotely, away from where those services will be consumed.2 The huge investment in bandwidth in the 1990s by governments and big telecommunications companies and the consequent massive falls in telecommunications costs have made all this possible.
KeywordsCall Center Back Office English Language Ability American International Group Telecommunication Cost
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- 18.Business Today, “Backlash,” April 13, 2003.Google Scholar