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In addition to the causes you mention (tech cahange and effeciency, there is another cause, one often disregarded as an economic externality: cost: putting your call centres in India for instance can mean that I, in Australia, or the UK, can often have my inquiry/service need answered by someone on a much lower wage in India.

The people in the home countries, who better understand the languange and culture on those calling are excluded from such jobs. To an extent, such a change is possible mainly due to technology.

I know I will be accused of racism, but it is very hard to have a technicals ervice call answered by a call centre operator who cannot understand or speak English clearly.

Insurance Companies have downsized- mainly in the Customer Service,Billing Dept., and Agents, due to new computer applications/internet websites in which insureds/customers can go online and get quotes, have policies issued & even make policy changes/updates on-line, as well as review their bills an pay them.

Another example would be factories/manufacturing. Alot of them had laid off due to replacement of actual employees wih machines that can produce more and provides less chance of human error.