The Future of Catalog Fulfillment & Operations

7. Fulfillment-related services that can be delivered digitally (e.g. teleservices, IT) will become more globalized.

The trend in the teleservices industry has been to employ offshore suppliers. As a result of the extremely low labor costs and the availability of a highly educated workforce, contact-center services in countries such as India, the Philippines, Canada and Mexico can provide an acceptable level of service at about half the cost of U.S-based suppliers. In fact, very few large teleservices programs that were outsourced during the last few years have remained with U.S.-based suppliers.