Rightshoring

Convergys, one of the world’s biggest providers of “contact-centre services”, advises companies to shift simple queries offshore while retaining the more complex ones on the same shore as the caller. It calls this process “rightshoring”, and estimates that about 80% of the companies that it is working with in Britain are planning to split their call-centre operations in this way.

The principle of rightshoring is now becoming accepted in all aspects of outsourcing, whether it be IT or business process outsourcing and according to Capgmini, offers 'the most advantageous mix of resources worldwide, lowers costs and boosts business performance.'

Rightshoring drives improved load and pipeline management. Management overheads are reduced with fewer, but larger, offshore centers.

Whilst we look at this matter in the context of the HR function itself later in the book, the emergence of BPO/shared services and offshoring/rightshoring or even nearshoring in the last 10 years has been significant.