The UK is among the most expensive locations to have a contact
centre, according to Datamonitor.
The UK takes its place alongside the Netherlands and France as
the most expensive places for call centre suppliers to locate
services.
Offshore destinations such as Colombia, Philippines and India
are the least expensive.
In its Trends in Global Contact Center Outsourcing Pricing and
Attrition report, the analyst said the UK is among the three most
expensive in terms of price per agent per hour.
Peter Ryan, head of contact centre outsourcing analysis at
Datamonitor, said these suppliers also face problems recruiting the
right staff in the UK.
"Many cite an inability to find contact centre agents of a high
calibre, and are frustrated at their unwillingness to stay in their
role over an extended period of time. The result is an erosion of
margin or higher costs being passed back to the client."