Since the onset of the economic recession in 2008, many firms have felt strong need to outsource contact center work domestically. It became a preferred business model for most of the outsourcing companies. However, now that the recession is declining, the onshore outsourcing industry is likely to face serious challenges. Vendors of outsourcing services will be forced to decide how to address challenges related to potential cost increases and supply shortages. And it seems that offshore outsourcing could make a comeback in the near future.
Ovum's recent report, titled 'Profiting from Onshore Contact Center Outsourcing during the Recovery', provides a snapshot of the challenges that onshore outsourcing is likely to face as the economy recovers. According to the report, the demand for domestic services may wane under cost pressure.
