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Call Centers Prospering in Both Out-of the-Way and Metro Areas

NEW YORK CITY-Companies will continue setting up call centers along the US-Mexico border to take advantage of the low-cost labor pool. Nonetheless, US metro areas received most of the investments in new call centers last year.

By John Howe | Updated on February 27, 2001

NEW YORK CITY-Call centers set up in out-of-the-way locations are on the rise, according to a new survey by the Fantus group of Deloitte & Touche LLP, headquartered here. Since 1997, investments in these cities have grown from 4,655, to more than 12,800 sites. Andy Shapiro, author of the study, says that, “This once unusual location strategy has gone mainstream and we can expect it will accelerate.”

In 1997, investments in these facilities totaled 4,655, grew to more than 12,800 last year. Sites for this build up include out-of-the-way locales such as Stevens Point, WI; Durant, OK; Rockland, ME; and Kamloops, British Columbia. Looking forward, the study predicts that a growing number of call centers will be situated along the US-Mexico border by companies looking for easy access to low-cost labor.

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