UK one of most expensive contact centre locations, study finds


UK one of most expensive contact centre locations, study finds

Karl Flinders

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."


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