Gartner has warned that the number of trained and qualified Indian call centre workers will fall 260,000 short of the one million needed to run the industry by 2009. High demand for offshore business process outsourcing was fuelling this rapid growth, the report suggested.
Concerns over cost, security and service quality are already prompting companies to look for alternative offshore destinations. Gartner predicted that experienced staff would be at a premium, which would raise staff attrition rates and up salaries, damaging
Companies thinking of outsourcing their call centres to
Organisations that already outsource to
A second report, from the Office of National Statistics, further challenges preconceptions about offshore outsourcing.
ONS figures show that the growth in call centre jobs in the
Only last week, Indian IT company HCL announced it was setting up call centres in