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Offshoring can be cost-effective, despite the fact that the majority of organisations use in-house contact centre activity, according to new industry analysis.
According to the Customer Contact Association (CCA), some company directors have found the initial "big advantage" of cost savings through the use of offshore companies and this has been offset by the need for extra management implementation.
Research on UK contact centres, published by the International Customer Management Institute and analysed by the firm ContactBabel reveals that the UK contact centre industry grew at a rate of 6 per cent in 2006, an increase on the 2005 growth rate.
The UK contact centre industry will provide in excess of 1 million jobs to the countrys economy by the end of 2007.
The findings also indicate that the north-east region relies the most upon the contact centre industry, with five per cent of the employment in the region being in contact centres while London relies the least on contact centres, with less than 1.5 per cent of its jobs being in the sector.
Anne Marie Forsyth, chief executive of the CCA, said: "Offshoring is not such an emotive issue as it was a couple of years ago in the press. Most organisations have tried things and if it works, they’re doing it and if it doesnt work, they’re not doing it."
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