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Several years ago I took an assignment as a Manager in an outsourcing Call Center. Shortly after I started it became clear that several areas within the department needed improvement; absenteeism was high (19%), call takers lacked the enthusiasm about the programs to deliver quality customer service and seemed unconnected to the goals and metrics.

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The trend of outsourcing inbound and outbound contact centers the past few years have become a billion dollar industry, the main issue here however are the growing acceptance by companies to move their outsourced contact center offshore. The large numbers of Filipino English speaking personnel, Indian technical expertise, and very low cost Chinese labor have proven to be a worthwhile management decision for a lot of industries.

The buzz is all about customer service and call center outsourcing, also known as BPO (Business Process Outsourcing). According to Gartner, the outsourcing market in Europe has grown with over 6%, BPO with 10%. The market for offshore outsourcing (to low wage countries) is growing with a whopping 40% this year! However, the subject of outsourcing is not without controversy. So what’s it all about?

This is the age of globalization. The vast earth is no longer unfathomed. We can reach every corner of the earth within a few hours due to excellent modern communication. A person sitting in India can talk to another person sitting in Canada. The revolution in telecommunication has brought the people of different parts of the world closer. Taking the advantage of this revolution, the large multinational companies thought to make profit in their business in a new way. They started to outsource a part of their business in other parts of the world where the manpower is efficient and cheaper. The developing countries like India, China, Mexico, Philippines were the obvious choice as there is no dearth of talent and cheap manpower here.

Tip! Before starting your career in a call center industry, the first and the foremost thing you should know is ‘how to find a call center job’.

Say the phrase ‘Call Center Careers’ and sudden images of telemarketers flood the minds of many. This is an unfortunate stigma. The truth is, Call Center Careers are much more and offer a wide range of demands and tasks. It’s not just someone trying to sell you something; it’s an actual job, one you have dealt with on many occasions.