Is externalisation of work by call centres creating unemployment in developed countries hence employment in developing countries.
Hi dear,It is well known many job are take oversea(out of USA),also some of them back to the states(USA), for me it is a phenomenon happen no only in development countries but all around the world, no always the low income countries get jobs and righter income lost jobs. In that particular case honestly, i do not have any paper about it , but will be great if you take look USA ,Germany and India in that matter.
http://www.mckinsey.com/business-functions/business-technology/our-insights/rethinking-the-model-for-offshoring-services
This article will give you intersting insights about the issue.
Global Value Chains and Trade in Value-Added: An Initial Assessment of the Impact on Jobs and Productivity
https://www.researchgate.net/publication/305210632_Global_Value_Chains_and_Trade_in_Value-Added_An_Initial_Assessment_of_the_Impact_on_Jobs_and_Productivity
This is OECD policy paper. It does not treat the "call center" question specifically, but i believe this kind of analysis will be the base of your research.
Technical Report Global Value Chains and Trade in Value-Added: An Initial Ass...
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