There has been a lot in the press recently about the demise of offshore customer services. Anyone reading this blog will be aware that customer service centres went through an offshore boom in the post-millennium period as every customer services director explored offshoring – often because it was what everyone else was doing rather than for any more strategic reason.
There was an initial trend of offshore agents acting as if they were local, adopting western names and taking accent classes, well parodied in John Jeffcoat’s movie Outsourced – out now on DVD if any of you want a good laugh about cows wandering into the call centre.
