STERLING
As a result, nearshore outsourcing and hybrid models that mix onshore, nearshore and offshore will become the most preferred outsourcing models in 2026. Central and Eastern Europe, with a very large pool of tertiary-educated graduates and strong near-shore cultural and language alignment with Western Europe and the UK, has therefore become a leading location for high-value shared-service and BPO centres delivering these judgement-based services
It represents the‘ Goldilocks’ zone: significant cost advantages, but with the quality and proximity required for seamless integration.
MaxContact’ s The State of UK Business Process Outsourcing research reveals 31 % of clients cite“ language barriers and cultural differences” as top outsourcing concerns. This has elevated the importance of communicating in the customers native language when it comes to customer service. So right shoring often favours Europe where there is a pool of high quality language speakers operating across the continent. It’ s also clear that AI is poised to boom in the outsourcing sector, with the same MaxContact report finding that only 3 % of companies have no plans to adopt AI. With this in mind, the technology can be harnessed for back-office functions like email and chat support, particularly when serving clients who speak different languages or managing virtual communications.
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