In one way or another, anyone who has tried calling the customer service hotline of a big company may have encountered a foreign accent from the other line. In the early 2000s, the rising demands of agent positions led large corporations to move their customer service functions overseas. Not only was this a smart strategy for them in terms of saving costs, it was their kind of lifesaver – improved innovation, enhanced resources, easier call volume management, and reduced staffing issues – all of these may not have been possible without the transfer of this particular business function to a third-party service provider.
This is what we call outsourcing. It is clearly defined as the transposition of a specialized task within your business to another service provider with the expectation of them fulfilling the job and using their own resources to complete it.