Outsourcing had typically been looked at like a horse bet: Many companies placed their entire contact center operation in the hands of one country -- more often than not, that meant India, which offered a large labor pool of English-speaking agents. It's no longer a horse bet but rather reminiscent of a sound retirement strategy: Diversify diversify, diversify. The era of the work-at-home agent force is squarely upon everyone. Technological advances, in particular the rise of Voice over Internet Protocol and multichannel capability, have led to the re-emphasis on near-shoring. Sheri Teodoru, the author of the CFI Group study, says while location was not the only driver of negative perceptions of offshore services, it was definitely a viable factor. Despite the backlash against offshoring, many are quick to point out that India still maintains a large presence in the industry.