Many organizations relocated their technical support departments or call centers to countries or regions with lower costs. There has also been a growth in companies specializing in providing technical support to other organizations. These are often referred to as MSPs (Managed Service Providers).

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For businesses needing to provide technical support, outsourcing allows them to maintain a high availability of service. Such need may result from peaks in call volumes during the day, periods of high activity due to introduction of new products or maintenance service packs, or the requirement to provide customers with a high level of service at a low cost to the business. It allows businesses to use specialized personnel whose technical knowledge base and experience may exceed the scope of the business, thus providing a higher level of technical support to their employees.