Offshoring is no longer a passing fad, according to findings from a business information provider Datamonitor’s white paper commissioned by outsourcer Teleperformance.

The white paper reveals that the Philippines has developed into the second most important location behind India and within the next five years 10% of all contact centre agents serving the UK will be based in South Africa.

Jeff Smith, chairman and chief executive of Teleperformance, says: “We commissioned the white paper to try and understand what is driving the offshore market. We are pleased that the white paper findings confirm what we are experiencing, that customers wish to utilise our UK centres while being aware of other global locations available. Whilst offshoring isn’t right for every market and customer base, there is no doubt that it has a role to play and is unequivocally right for certain markets.”