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Back Offices, Call Centers, and the Internet

Among the Internet’s numerous effects on the global economy is the decentralization of low-wage, low-value-added services, such as data entry and customer assistance, to regions far from a company’s headquarters. Significant advances in microelectronics and telecommunications, including the development of the Internet, have allowed these services to be located in regions throughout the world. This entry discusses the movement of back offices to locations away from company headquarters and the opening of far-flung call centers, and some of the consequences of these developments.

Back Offices

While the term back office is defined in multiple ways, these offices generally carry out administrative tasks that do not involve direct dealings with customers. This work includes data entry related to office records, telephone books, library catalogs, payroll and billing, bank ...

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