Offshoring has been an important trend in the industry. It has been credited with offering savings of up to 40% relative to UK operations. However, a combination of unpopularity with customers and the increase of labour costs in offshore locations has slowed the trend and several large UK companies have recently brought offshored contact centres back to the UK.
The term ‘contact centre’ has become widely used in the industry, alongside ‘call centre’, to encompass communication channels such as email, webchat and social media interaction. However, telephone remains the dominant medium.
The study concludes that a return to growth is likely when economic recovery gives clients the confidence to take strategic decisions regarding outsourcing their contact centres. The public sector is expected to be a growth area as contact functions are outsourced to help meet targets for spending reductions.
The work is based on data from economic, industry and company sources as well as interviews with senior-level contacts in the market. It includes analysis of the drivers of industry volume and price growth, setting out historical trends and forecasts.
Findings are presented clearly and concisely in a report which makes extensive use of charts and tables to illuminate points and support conclusions. It is intended for contact centre service providers themselves as well as private equity and other investors, banks, analysts, consultants and other parties with interests in the industry.
For more information please contact Frank Proud on +44 20 7100 7239 or +44 7904 486 525 or email frank.proud@
About Apex Insight
Apex Insight (http://www.apex-