Offshoring vs. Reshoring Why Bringing Contact Centre Operations Back to the UK Makes Sense

Offshoring vs. Reshoring: Why Bringing Contact Centre Operations Back to the UK Makes Sense

Offshoring vs. Reshoring: Why Bringing Contact Centre Operations Back to the UK Makes Sense

 

For many UK businesses, offshoring customer service — particularly to destinations like South Africa — became an attractive strategy for cost savings. Industry sources estimate that companies can save around 50% on operating costs by offshore outsourcing to South Africa, driven by favorable exchange rates and local incentives. However, while savings are substantial, offshore operations often come with hidden costs such as high attrition rates — ranging from 24% to 75%, compared to approximately 12% in the UK. This attrition creates recurring recruitment burdens, inconsistent service quality, and deteriorating customer satisfaction.

Meanwhile, industry research reveals a growing trend toward reshoring—bringing support roles back to the UK. The 2024 UK Contact Centre Outsourcing Report highlights a resurgence in onshore delivery, with more businesses adapting hybrid models that blend local, captive agents with selective outsourcing. Reasons include better control over CX quality, improved employee retention, and alignment with brand values—especially in sectors where trust and local knowledge matter.

OpenContact: Your Trusted Partner for Shored-Back Customer Experience

At OpenContact, we align closely with this reshoring movement. With over two decades serving UK businesses — from inbound call handling and omni-channel support to overflow coverage and live chat — we bring customer service home, combining British professionalism with flexibility and scalability.

Here’s why OpenContact stands out:

  • Lower Attrition, Higher Consistency
    UK-based teams typically offer more stable staffing than offshore centres. That stability means consistent training, knowledge retention, and better customer outcomes.
  • Local Knowledge and Brand Integrity
    Agents based in the UK understand cultural nuances, local accents, and expectations. We treat ourselves as an extension of your team — maintaining tone, manner, and service quality that resonate with your customers.
  • Cost-Effective Without Compromise
    While major cost savings can be tempting offshore, reshoring with OpenContact doesn’t force you to pick between quality and budget. You can achieve 20–25% operating cost savings by outsourcing within the UK — thanks to efficient infrastructure and expert talent — with none of the offshoring drawbacks.
  • Adaptive, Multi-Channel Expertise

We offer tailored multi-channel support — live chat, email, inbound calls, telesales, out-of-hours coverage — built around your customer journey. Whether your customers reach out via email, chat, phone, or social media, we meet them there with professionalism and speed.

Why Reshore with OpenContact?

  • Reduce operational risk — Say goodbye to the recruitment churn and cultural misalignments of offshore teams.
  • Protect customer trust — Local service builds confidence and reflects your brand promise.
  • Secure a scalable partner — We adapt to seasonal spikes, campaign shifts, and evolving customer needs — without compromising quality.
  • Align with UK CX expectations — Research shows UK consumers value fast, reliable, local support. Our reshored model delivers precisely that.

Considering a return to onshore customer operations — or already feeling the pinch from offshore challenges? Reach out to OpenContact today. We’ll help you build a contact centre strategy that reduces cost, improves retention, and elevates customer experience — all from right here in the UK.



by Chris Holland on 28th August 2025