UK firms are replacing domestic call centres with a mix of nearshore and offshore centres in a bid to drive down costs.
Rather than simply relocate contact centres to one area, the Datamonitor report, ‘The Future of Outsourcing’, finds companies are picking and choosing their locations across the globe.
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This “best-shoring” approach - matching specific requirements to different locations - means companies have far more flexibility in the way they deal with customers.
In practice, that could mean locating the bulk of low to mid-level customer care in offshore locations such as India, while keeping the high-end, value add work closer to hand in the Czech Republic or Egypt.