"One controversial form of economic globalization in recent times has been the emergence of off-shoring strategies in relation to back-office activities and, in particular, telephone call centres.While not that new as a process (see Hudson, 1999), off-shoring has had significant impacts on the economies of developed and developing countries alike in the past 10 years. The rationale for off-shoring call centres is no different from that of the globalization of manufacturing firms: spatial divisions of labour allow the exploitation of reserves of cheap labour. However, the process of successfully establishing off-shore call centres is more complex than it might first appear."

http://www.sagepub.com/upm-data/24132_19_Hollway_Ch_19.pdf