Is “onshoring” the new “offshoring”? That’s the question India’s call centre industry must be asking after Santander became the latest UK business to move its call centre back to the UK in an attempt to cut the levels of complaints from its customers.

The move is likely to reignite a growing debate over whether the offshoring of customer contact and back office administration functions from the UK to India and other emerging economies has hit the buffers – or whether the outsourcing sector is merely experiencing a pause for thought. > Read the full article (via blogs.ft.com)

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