News : Over 1100 Jobs Available in Wales’ Contact Centres
Cardiff, Wales, June, 2018 -- New research from the Welsh Contact Centre Forum released has revealed that 1145 jobs are available in contact centres in Cardiff, Swansea and Newport right now, with a further 800 expected by the end of 2018.
Recruiting companies include Conduit Global, Admiral, Firstsource, Tui, BUUK, BT and Target with opportunities ranging from entry level agents right through to more technical roles.
The industry currently employs 32,000 in 200 centres across Wales, dealing with customer service issues for issues as diverse as medical emergencies, patents for inventions, insurance, holidays and housing. Traditionally dealing with enquiries through voice, customer relationships are increasingly maintained through digital channels including social media, live chats and chatbots.
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The sector has grown to contribute £650m annually to the Welsh economy with industry chief Sandra Busby predicting the next twenty years will see ‘more complex, better paid’ jobs supporting interactions artificial intelligence cannot compute.
Sandra Busby, managing director of the Welsh Contact Centre Forum, said:
"In spite of the rise of Artificial Intelligence, the contact centre industry in Wales continues its theme of the past two decades: one of growth. As technology enables simpler tasks to be automated, we’re starting to see the average transaction become longer with more complex issues requiring human understanding and empathy.
"Alongside the healthy number of jobs that exist among current contact centres, with Admiral recruiting their 10,000th employee recently, we’ve also seen great news in terms of companies investing in Wales for the first time like Which, moving their operation to Cardiff in the near future. Wales has always been one of the best places to run a contact centre and the ongoing vibrancy of a sector which innovates and adapts to economic challenges can only mean good things Wales."
Posted by Veronica Silva Cusi, news correspondent
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About Welsh Contact Centre Forum:
A networking, support and best practice forum for the growing contact centre industry in Wales.
Published: Friday, June 22, 2018
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