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Industry Research : Attractive Benefits Draw UK Contact Centres to Scotland, Ireland, Northern Ireland - New Everest Group Report

UK contact centre clients and operators are increasingly looking to nearshore locations (Scotland, Ireland and Northern Ireland), finding significant value in cultural affinity and time-zone similarity, the availability of a skilled talent pool, a low-risk profile and cost-savings.

The overall UK contact centre market - comprising contact centre outsourcing (CCO) services and services delivered by Global In-house Centres (GICs) - is large, accounting for GBP 12-15 billion, with in-house operations representing three-fourths of the contact centre spend.

The growth rate for the overall UK contact centre market was a marginal 2 percent for the 2011-2014 period, whereas the nearshore contact centre market grew at 8.5 percent. In the nearshore region, Scotland accounts for over half the share, followed by Ireland and Northern Ireland.

These results and other findings are explored in a recently published Everest Group report: "Cultural Affinity, Cost Savings, Coordinates – 3 C’s of Targeting UK Contact Centre Market."

This report provides an in-depth assessment of seven key cities in the nearshore region - Dublin, Cork and Limerick, Ireland; Glasgow and Edinburgh, Scotland; and Belfast and Londonderry/Derry, Northern Ireland. Key dimensions of the analysis include a market overview of the nearshore UK contact centre outsourcing services delivery industry as well as deep-dive assessments of the overall labour pool, operating costs, market activity, risk, and relative attractiveness of locations.



A sample of key findings in the report:

  • During 2011-2014, when the overall UK contact centre market recorded marginal growth of approximately 2 percent, nearshore UK locations outgrew other regions and registered 8.5 percent compound annual growth rate.
  • The UK CCO market is relatively less fragmented than the global CCO market, with the top five players together holding about 40 percent market share.
  • Nearshore locations serving the UK CCO market are well positioned to expand coverage into highly complex voice services and to engage clients with value-added services.
  • Dublin and Glasgow have the largest entry-level talent pools, given these cities are educational hubs with a large number of schools and universities and attract students from all over the country.
  • Nearshore UK locations have consistently low wage inflation (less than 3 percent annually) aligned with macroeconomic inflation.

Supporting Quotes
"Our research identifies several valid reasons why UK companies are finding Scotland, Ireland and Northern Ireland so attractive," said Sakshi Garg, practise director at Everest Group. "First, the talent pool is strong, with well-qualified, multi-lingual graduates capable of delivering complex, high value services. Also, having a common culture and time zone means better relations with customers and ease of management. Finally, government support, tax incentives, cost arbitrage and stability make the nearshore business environment quite favourable in comparison to UK onshore and offshore options."

"The CCO market in the nearshore UK region is considerably more consolidated than the global CCO market, with five service providers dominating the market," explained Katrina Menzigian, vice president of Everest Group. "These providers deliver primarily voice-based services, which are quickly emerging as a competitive asset. We expect a growth rate of 5 percent this year as CCO providers in these locations add specialties in complex voice services, such as high-end sales support and value-added services such as customer retention services."


About Everest Group:
Company LogoEverest Group is an advisor to business leaders on the next generation of global services with a worldwide reputation for helping Global 1000 firms dramatically improve their performance by optimizing their back- and middle-office business services. With a fact-based approach driving outcomes, Everest Group counsels organizations with complex challenges related to the use and delivery of global services in their pursuits to balance short-term needs with long-term goals.
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Today's Tip of the Day - Experience And Architecture

Read today's tip or listen to it on podcast.

Published: Monday, April 20, 2015

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2022 Buyers Guide Recording

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
MiaRec, Inc.

MiaRec Call Recording
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Customer & Workforce Engagement Platform.. MiaRec Call Recording seamlessly integrates with MiaRec Agent Evaluation & Scoring, Live Monitoring, Voice Analytics, Screen Capture, and Advanced Reporting to provide a comprehensive solution you can trust.

6.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

7.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

8.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

9.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

10.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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