Inshoring of call centres by British firms: An analysis of offshoring developments and trends.

In recent years traditional paradigms of call centre offshoring by British firms have been challenged. A rise in costs and a noticeably more mature customer base, are creating new directions for business managers to consider. Some are returning their call centres, others are changing their locations, and some are staying put.
The principle objective of this paper is an outlining of the current changes and trends in British call centre offshoring and its reversal back to the UK, classed as inshoring. This is focused on the perspective of those who have a direct influence on the management of change in their organisations: business managers.