Outsourcer says offshored contact centres trending home

Australian outsourcer UCMS says an increasing number of companies are returning their service operations from offshore.

The company said the shift was typical in an industry that has moved from being vocational to professional. “The contact centre was once viewed as a vocational environment and it was commonly thought anyone could do the work,” said UCMS chief executive Denice Pitt. “Over the past five years, professionalism in the industry has escalated and the real value basis of the service centre has been realised, but not before the business case for labour arbitrage was made and agreed upon.”

Pitt said offshoring of service roles still continues, however there is a cycle in play. “What we are now seeing is a number of organisations that went offshore early in the trend bringing their service centres back home.”

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