Outsourcing remains a hot topic for contact centers around the world, principally because of its ability to significantly reduce operating expenses. It is an option that companies large and small should consider, particularly for activities that are not strategic and not required to be located on site. While attention has focused recently on the cost advantage of outsourcing to offshore locations such as India and the Philippines, North American outsourcers remain a good option for companies unwilling or unable to outsource activities overseas. 2004/5 Was Challenging for North American Contact Center Outsourcers

Even though many enterprises decided to outsource their call and contact centers, 2004 was a less-than-stellar year for the North American contact center outsourcing industry. Attracted by the possibility of reducing operating expenses by 25% to 60%, many companies in the United States and Canada selected offshore outsourcing locations offering lower costs and high quality labor. (Carrier costs are no longer a financial issue.) This placed great pressure on North American contact center outsourcers to reduce their prices, drove many to build a presence in India, the Philippines and other geographies, and forced others to sell out.

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