Phonesourcing: Bringing Call Centers Back to the U.S.

Once upon a time, phoning it in signaled failure. Now it's a strategic move. As the U.S. economy slowly rebounds, companies are increasingly relying on a decentralized workforce of domestic, home-based call centers. The old mantra: route service calls overseas to cut costs in half. The new idea: bring call centers back home, but not to bulky, brick-and-mortar phone banks. Use hourly workers sitting in home offices, managed on someone else's payroll. Call it phonesourcing.