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 Return to main story

Updated Jan. 7, 1999 by bwwebmaster
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