Recent high profile news stories have thrust outsourcing into the public spotlight and under this brightness, our industry may seem pale and washed out. Despite this, it has to be understood that whenever private sector companies bid for public sector contracts, there is always a great amount of scrutiny through formal EU governed processes - after all, it is our money that is being spent and we want it spent in the best possible way.
Over the last few decades, there has been an increasing trend to contract businesses to deliver public services. This trend, of course, goes back decades and indeed centuries but began to accelerate during Mrs Thatcher's Government and continued at an even greater pace during Tony Blair and Gordon Brown's thirteen years.
Tragically for those whom it is intended to assist, a programme designed in very different economic conditions and based on a belief that market incentives would drive a range of providers to secure long-term employment for those who have been inactive in the labour market for a long period may end up not delivering.
There is about to be a revolution in the customer service industry, but it is creeping up slowly on customers and those who manage the contact centres. Like the frog that can be slowly boiled to death, if those in the customer care industry step back and look at how customers are starting to ask for help they would behave very differently.
The message to employers is serious. Tools like LinkedIn make it easier to find people with skills to hire, but there is a cultural shift in the behaviour of people who are not used to rigid hierarchies any longer. Young people will not enter the workforce and submit to the rules being just as they always have been.
It's a week now since technology giant Hewlett Packard (HP) tore up their plan to send 200 IT support jobs for the Department for Work and Pensions (DWP) offshore to India. Faced with the target of a 40 per cent cut in department costs it seems the DWP was willing to 'offshore' the jobs to a lower cost location, but as the celebrations die down have any jobs really been saved?