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BtoB

Study predicts surge in outsourcing of call center operations offshore

Published on .

London--Offshore locations such as Mexico, India and the Philippines are becoming more popular locations for customer call centers, according to a study released Friday by research company Datamonitor.

One out of every 24 call center agents serving U.S. customers is based offshore, according to the study.

By 2008, Datamonitor predicts, one in 15 agent positions will be outsourced to an offshore location.

Driving this trend will be lower offshore labor costs and employee churn rates and the availability of higher-educated, English-speaking workers, Datamonitor said.

--Carol Krol

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