Why outsourced call center roles are coming back onshore

There has been a notable increase in contact center onshoring activity in recent years, according to new research from outsourcing consultancy and research firm Everest Group. In 2015, the percentage of contact center contracts with significant onshore delivery climbed to 53 percent, up from 49 percent in 2013 and just over a third (35 percent) in 2010.“The call center outsourcing value proposition has transformed over the years from labor arbitrage-driven cost containment to focus on deli