INTRODUCTION
The impact of outsourcing on the United States cannot be ignored. As the world has moved into a global economy, many things have changed in the U.S., and some feel those changes are not for the betterment of America. In 2003, outsourcing generated $298.5 billion in total global revenues, and many estimate by the year 2015, as many as 3.3 million U.S. jobs will be lost to such countries as India, China, and Russia. Those 3.3 million jobs translate into $136 billion in wages (Kelly, pg 1). How will this change affect our country? Is the increase in globalization a noble redistribution of wealth, or will it have a negative impact on our country from which we may never recover? These are among the many questions that are being asked by Americans as we continue to enter a new world that will blur the lines between individual countries, and will maximize the efficiencies of companies around the world.
In this paper we will explore the history of outsourcing as well as analyze factors that determine successful outsourcing and the impact of outsourcing on customer service management. It is our hope that by analyzing these subjects we will come to a better understanding of how outsourcing is influencing our global economy.
HISTORY
Outsourcing has been around for several thousand years. In early civilizations, when villages were established, it became important to specialize in certain areas so trade could occur with other communities. Villagers would specialize in the development of food, tools and other appliances that made every day living easier. Outsourcing in this way allowed villages to focus on areas of production they were particularly good at. These areas of specialization are known today in bus ...