In recent years a number of companies including BT, NatWest and EE, have announced that they are “reshoring”, or returning their contact centres to the UK. Many of these have put the fact that their helpline staff are based in the UK at the heart of their communications with customers. One high profile example is broadband provider Plusnet’s TV campaign called A Call Centre Down T’ Road (sic) – you can’t beat local, featuring 90s pop stars Heaven 17. It’s clear that “homeshoring” is good for PR, but are there real rewards in basing contact centres in the UK?
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