According to data from greenfield investment monitor FDI Markets, fewer companies have established overseas contact centres between January and August 2011, compared to the same period in previous years.

Figures show that the number of companies establishing contact centres abroad has dropped by almost 20% during 2011, from the same period in 2010. This reflects an unwillingness by the western corporate majors to offshore, an attitude influenced by the dissatisfaction of customers dealing with such centres.


During the period January to August 2011, 41 contact centres were established by North American companies, falling by one-fifth on the same period of 2010.  Western European companies have only established 27 contact centres between January and August 2011. This represented a 25% decline on the same period in 2010 and a 45% decline on the same period in 2009.

The Philippines is on course to remain the top destination country for investors establishing contact centres in 2011. Companies choosing to invest in the Philippines during 2011 have included Sitel, Reed Elsevier, Alorica, Stellar Global and Convergys.

However, overseas investors have only established seven contact centres in India during the period January to August 2011, down from 11 during the same period of 2010. India has fallen out of favour due to rising costs and dissatisfaction from customers.

During 2011 there have been a number of foreign-based subsidiaries moving their contact centre operations in-house. This includes Virgin Blue, an airline operator and subsidiary of UK-based Virgin Group, announcing plans to move up to 100 full-time and part-time guest contact centre positions from an off-shore, outsourced provider to its in-house operation in Brisbane, Australia.