For me, personally, it was a gradual change. When I first opened my business my focus was on business-to-business telemarketing. I started adding tasks like invoicing and payroll, more admin stuff, after a couple of years and I soon realized that I really enjoyed doing that, more so than the calls. So I decided to switch my focus to more of the admin side. After talking to several business owners and learning that that was an area they, and many others, were struggling with in their business, I knew I had made the right decision. I still do the odd telemarketing work, because I'm good at it, but my passion is in the paperwork!