In the 1980s and 1990s, approximately 600,000 call center jobs were outsourced overseas. Lately, however, they have started to come back. This is great news for American job seekers and businesses alike—there were more than 100,000 positions created in call centers throughout the country between 2010 and 2012, and companies are generating better business results.
Why are call centers coming back to the United States?
One of the major reasons why companies outsourced call center jobs in the first place was to take advantage of affordable labor in countries such as India and the Philippines. However, wages in these countries are becoming less and less affordable every year. In India, salaries are rising 10 percent annually; in the Philippines, the annual jump is about 7 percent. Thus, the financial edge of outsourcing is beginning to blunt, and many companies are starting to reverse course and “insource” their call center operations.
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