Research by ContactBabel, Forrester Research, and Datamonitor finds continued growth in contact center outsourcing in the United States and Europe. A key trend is the growing preference by buyers of domestic or nearshore locations for greater ease in managing the engagement and reducing the risk of alienating important customers due to accent and cultural issues. More companies are increasingly reluctant to consider offshore locations.
Elizabeth Herrell, vice president and principal analyst, Forrester Research, sees a shift back towards the United States. "There is a move on a small level to bring agents back to the United States, often for higher-value customers."
Source: Outsourcing Journal