Evolution of the support rep: from outsourced to in-office
Kayako
OCTOBER 29, 2015
A great indicator of this is in 2008 odesk.com had 2,500 job postings 2,500 for “virtual assistant”, and by 2012 that number had risen to 25,000. Today Upwork.com shows 53,000+ for virtual customer service work alone. For instance, if their only metric is service level agreements, the quality won’t be in line with an inhouse team.
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