Kesh Sharma

London

Outsourcing Specialist

The growth in the UK contact centre industry in 2005 shows that organisations are finally realising that there is little value in offshoring your call-centre and customer contact areas. Offshoring customer contact is not wise, as any customer-focused business should make the customer the highest priority, rather than shipping their enquiries off to a country where language and cultural differences can infuriate customers. Although bringing call centres back to the UK is a step in the right direction, this doesn't automatically create a good call centre. Call centres in both the UK and offshore need to make customer service their priority if they want to have impact on the industry.