Introduction

Specific cities in nearshore UK (Scotland, Northern Ireland, and Ireland) are witnessing growing interest as delivery locations for contact center services, especially in order to serve UK clients. Cultural affinity and time-zone similarity with UK, availability of skilled talent pool, low risk profile, coupled with cost savings makes these locations attractive options.

This report provides in-depth assessment of seven key cities in the region, focusing on labor pool (both entry level and experienced), contact center outsourcing market, operating cost, market activity, and risk analysis. The report will aid buyers and service providers in understanding the opportunities and challenges offered by these locations for delivery of contact center services.

Scope and methodology

• The focus of this report is contact center services delivery from nearshore UK locations across in-house centers and third-party service providers
• The report includes analysis of seven key cities in nearshore UK: Dublin, Cork, Limerick, Glasgow, Edinburgh, Belfast, and Londonderry/Derry
• Key dimensions of analysis include – contact center outsourcing market, labor pool, operating cost, market activity, and risk analysis
• The report leverages multiple sources of information – Everest Group’s proprietary databases (global in-house centers, service providers, market activity, cost, and labor pool), extensive advisory experience in supporting clients with location optimization decisions, and inputs from global services stakeholders and industry experts

Contents

The report provides detailed information and analysis of the contact center services delivery landscape in nearshore UK and is structured along the following sections:

• Summary and implications for buyers and service providers
• Market overview of the nearshore UK contact center services delivery industry
• Contact center outsourcing market in this region
• Assessment of key cities on parameters such as talent pool, market activity, operating cost, and risk
• Relative attractiveness of locations and associated trade-offs