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Unpicking the Realities of Offshoring Contact Centre Services in 2026

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For many years, contact centre offshoring has largely been framed around cost reduction. However, in 2026, the conversation is much more nuanced and is one that has a significant bearing on both UK organisations and outsourcers alike.

In this episode of Informer, the CCMA’s Head of Content Chris Ward sits down with Joel Walker, Co-Founder of The Knowledge Group (tkg), to explore how offshoring is evolving, and to bring clarity to what is a rapidly-changing global landscape.

Drawing on insights from the CCMA UK Contact Centre Outsourcing Report 2026, together they examine the drivers behind why data within this vital report highlights that whilst outsourcing providers expect UK organisations to increase offshore delivery in the coming years, they also expect certain customer interactions to remain firmly onshore.

Joel and Chris also discuss how AI, wage inflation, resilience and governance are reshaping so many outsourcing decisions, and what the impact of a shift to outcome-based relationships might have on UK organisations and UK and offshore outsourcers.

They also explain why now more than ever, outsourcing decisions are being led by a smarter buying journey, irrespective of discussion around location.

To listen to previous episodes of Informer visit our Spotify channel here

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