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Pros No long-term contracts offer flexibility and scalability for growing businesses Dedicated teams with client-specific service managers ensure focused attention and support Agents are carefully vetted and experienced to provide a high level of expertise Remote agents are fulfilled and motivated to represent brands 8.
The Great Recession in 2008-2009 accelerated the offshoring trend as companies grappled with the economic downturn. Which meant that someone from Kansas could call a U.S company and speak with a call center agent in Bangalore. Offshoring thus emerged as a way for contact centers to reduce labor expense.
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