Minds Online: Outsourcing Your Call Center

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Executive Summary

Call it inertia or an emotional unwillingness to "Let go." But while other industries have transformed their customer service outsourcing, many telecom service providers have hesitated. Perhaps it's an emotional attachment that dates back to the days of early telephone operator centers. Perhaps it's the belief that "We can do it better." Whatever the reason, communications service providers in the 21st century can no longer afford to maintain this business anachronism. Nowadays, a growing number of industries are outsourcing call centers - and reaping significant gains in terms of lower costs, better performance and enhanced revenue.

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