Delivery · 2026-04-03 · 6 min
Smart-shoring in 2026: stop arguing onshore vs. offshore
The useful question is which contact reasons belong where, and how you change the mix without a new RFP.
Onshore-versus-offshore is a procurement argument from a decade ago. Labor markets, language, regulation, and work-from-home have made the binary expensive and inaccurate.
We score each contact reason for language, complexity, compliance, brand risk, and time-zone. High-empathy and high-risk work often stays onshore or nearshore. Scale care and back office move. Continuity is dual-site by default above an agreed volume.
The commercial implication: your MSA should let the mix move as the work types change. If every location change is a change request with a 90-day cycle, you do not have an operating partner. You have a lease.