Professional services firm Deloitte & Touche released data from its fourth annual survey of the call centre market in the UK and Ireland. In 2001, 84 call centre project announcements were made with plans to create 19,793 jobs.
The report shows that while 2001 saw a 33 percent rise in the number of projects announced compared to 2000, there was a 21 percent fall in the actual number of jobs created. The project size also fell by 40 percent from an average 396 jobs created per project in 2000 to 236 jobs created per project in 2001.
Of the top seven call centre regions, Scotland, the North East, East Midlands, South East and Yorkshire & Humberside have seen strong growth in terms of number of project announcements in 2001. Scotland had the most projects at 13, creating 3,230 jobs last year. Ireland, the most popular location for call centre projects in 1999, secured only three projects creating 660 jobs in 2001, while in 1999 it created six projects and 3,045 jobs.
There was significant growth for the financial services and outsourcing sectors, which comprised 42 percent of all projects announced in 2001 and 53 percent of all jobs created in the call centre industry. Financial services projects created 5,836 new jobs last year while outsourcing activity accounted for 17 percent of all projects and 24 percent of jobs.
"Overall project sizes are decreasing year on year. The rise in projects coupled with the dip in total jobs created indicates that the call centre industry in the UK and Ireland is maturing," said Alistair Davies, Director at Deloitte & Touche.
Other Survey Findings Include:
Vertex (outsourcing) created 700 jobs in North West
London Electricity (utility) created 600 jobs in North East
DAS (retail) created 500 jobs in the West
Telecom Service Centres (telecoms) created 600 jobs in Scotland
Saga Group (financial services) created 600 jobs in the South East
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Published: Thursday, June 6, 2002