There is also a trend where as much is outsourced as possible and what isn't outsourced is over tasked. I've seen outsourcing going from a direct replacement 1 to 1 to 3X the staff and the remaining non outsourced people have to basically be human databases and regurgitate info and critically think for this other group. Adding in constant instant message rooms that are mandatory to be logged into and constantly pinged is just insane. No employees win in this situation.