Because customers are demanding service delivery that meet their language and cultural requirements business is moving call center operations back to the United States. While these cost are not presented on balance sheets they do producing glaring challenges in post call customer satisfaction surveys, net promoter score studies and ultimately to the total lifetime value of these aforesaid customers. Sysco, Capital One, Khol's department stores, Nationwide Insurance and speciality gourmet direct market Harry & David all have expanded U.S. based call center operations while decreasing offshore exposure with great success. Others still have leveraged home agents to meet customer demands and onshore control facilities costs: Apple, Verizon Wireless, Converges and Xerox Pharma Services notably.

When creating a 21st century strategy of communicating with clients based on their expressed preference, voice cannont be ignored as a keystone communications channel. Likewise emerging channels such as social media must also be accounted for as part of a succesful channel mix strategy.