Datamonitor reported that in spite of the struggles against the negative public opinion about offshoring, offshore business will remain here in our country. According to market analysts, Philippines is now the 2nd most important location of BPO, next to India. In the next 5 years, 10% of all contact centre agents serving UK will be based out of South Africa.

The future hot-spots for call centre operations include Egypt and Chile, this was based from the research of KMPG. Call center placements must prioritize the city level rather than the country level. Workers in call centres differ across the cities because of language skills. Those who lived in Cairo can communicate in Arabic and in English, while those who lived in Santiago can communicate in Spanish and in English. KPMG initiated that the size of the arbitrage also varies. There is a larger cost advantage in the cities of developing countries like Vietnam, Chile or Romania and the pool of workers also varies. Gdansk in Poland has a great number of research and development establishments. In Campinas, Brazil the universities are the well-known hubs for innovation that produce more patents. Ahmedabad in India generates more accounting graduates. In Cairo (Egypt), the talent pool inherent service orientation as their tourism industry booms. According to Jeff Smith, CEO of Teleperformance UK, offshoring is not suitable for every market and customer based firms. [via cbronline.com]