Are Call Centers coming Home?

The Boston Globe has a good piece on call centers.They claim the trend of going overseas maybe slowing:

Reports by Datamonitor, a business information company, predict that although the number of outsourced call center representatives serving offshore accounts grew 58 percent between 2003 and 2005, growth will slow between 2005 and 2007, to about 40 percent.

By 2007, the company predicts, about 3.7 percent of outsourced call center agents will serve offshore customers, up from 2 percent in 2003 but still far from a stampede overseas. Dell Inc. used to send all of its customer service calls to India. But in November 2003, after a number of high-value business customers complained about the quality of service that they received, the Round Rock, Texas, computer company moved calls coming from those customers back to the United States. Calls from low-value retail customers, on the other hand, were still handled in India.

The Globe even mentions the old 80-20 rule in business.You'll want to read this one.