Businesses losing interest in offshore service centres
Posted by Rachel Fielding in Customer experience on Tue, 01/11/2011 - 01:15
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Companies are shying away from offshoring their customer service centres as the cost benefits fail to allay concerns about the delivery model, new research has found.
Providers of offshore contact centre services face a tough battle to win new business over coming years, as demand in major markets is low, analyst Ovum is warning.
Ovum’s report is based on a survey of senior executives at leading North American, European and Australian businesses. It found that just 2% said they would look to offshore their customer service centres in the next 12 to 24 months, while only 10% said they would do so within 25 to 36 months. Meanwhile, 80% said they had no plans at all to offshore their contact centres.
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