Over the course of the last couple of decades, the humble telephone has become an increasingly important tool in terms of both arranging and managing a range of financial services products. This trend has effectively elevated the call centre to a position of prominence within the financial services distribution mix.

In the last few years, however, there has been a reluctance on the part of British consumers to use overseas call centres. There have even been suggestions that the offshore tide may be starting to turn. This report examines the issues surrounding the optimum location for an organisation’s call centre operations in order to ascertain whether the future trend is likely to be offshore or onshore.