2016 has been a very exciting year for the call centre industry with new technologies changing the way we work. With Brexit and the digital era bringing so many new opportunities here is comment from leading industry analyst Peter Ryan and 5 trends that GRS believe will dominate in 2017.
•Location and languages spoken will become less important
Where your outsourcer or contact centre is based will become less important as a new business model around automation changes established concepts of nearshoring and offshoring.
•CEE Region will provide huge opportunity for UK companies
Post Brexit is providing additional opportunities for outsourcing to Central and Eastern Europe as UK companies look for additional skills. A.T.Kearney Global Services Index 2016 found Romania and Poland increasing as top outsourcing destinations based on financial attractiveness, people skills and availability and business environment.