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Outsourcing has become increasingly popular over the last decade as companies grow and their needs start to get so specific, that supply for particular positions, is not easily found in the national market. Moreover, with the rise of the startup ecosystem, outsourcing has provided a way for founders and entrepreneurs to find international top talent at a considerable discount to create their companies or enhance their existing team.
This term is very much obscured and usually wrapped in negative connotation, as it has been closely related with a flight of jobs away from the US into foreign companies.
With the rise of the technology sector and the startup ecosystem, outsourcing has become a window of opportunity for companies to acquire and retain development talent and teams as the supply of developers is not enough to meet the demand.
The alternative is to handle multiple costumer communication channels–calls, emails, web chats, and text messages–in-house. But establishing a multichannel contact center is an expensive proposition. It requires a major investment in facilities, equipment and technology–not to mention the cost, time and energy needed for staff training and ongoing operations.
Fortune 500 enterprises and government agencies need to stay focused on core competencies, so these types of large organizations often outsource call center functions to specialized service providers.