Though there is much talk about the amount of outsourcing of jobs to foreign markets, 2007 studies show that only about 13% of call center jobs are truly international as opposed to domestic. Of these, the majority are located in India, Brazil and Spain. The market is certainly growing, and companies may choose to have more than one call center, one domestic and at least one international call center to staff phones at 24 hours a day without having to pay overtime or shift differentials to domestic workers...
Having an international call center certainly does save money on employee costs. An employee at an international call center in India may work for a yearly wage of about $2500 US Dollars (USD). Brazilian employees are paid approximately $4000 USD per year. In contrast, American workers make approximately $27,000-35,000 USD per year, and employers are usually obligated to contribute toward health insurance costs for their workers. It typically makes sense from a business perspective to pay one tenth the cost of an American worker if you can be reasonably certain employees have good English skills and can answer service questions...
Actually, more international call center data and research shows people answering your call from India are likely to be better qualified than people answering your call in the US. Only about 20% of domestic call centers hire college graduates. In contrast, an international call center is India is most likely to hire college graduates; 70% of staff at most call centers have earned an undergraduate college degree. The only comparable numbers for call centers are Canada, where 50% of employees may be college educated, and the Netherlands, where about 60% of employees hold a university degree...
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