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What's Driving the Boom

TECHNOLOGY
Advances in computer and telephone technology make it possible for a call center in Ireland or Belgium to serve all of Europe

COMPETITION
Companies are under pressure to save by slashing support and computer staff and boosting phone transactions, which are cheaper than those handled in person

CUSTOMER DEMAND
Companies are finally realizing they must pay attention to their customers in order to hang on to them

LABOR
Companies can increase business without increasing their own payrolls, avoiding Europe's restrictive rules on hiring and firing

DATA: BUSINESS WEEK


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Updated Jan. 7, 1999 by bwwebmaster
Copyright 1999, Bloomberg L.P.
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