Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

How To Get Published on ContactCenterWorld.com

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

WORKFORCE MANAGEMENT

ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

How To Enter the 2020 Members' Choice Awards - For Vendors

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.

Ring2 Dashboards & Wallboards Free Trial

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.
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Consider Your Center As A Production Line

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

Published: Monday, April 20, 2015

Printer Friendly Version Printer friendly version

2020 Buyers Guide Computer Telephony Integration

 
1.) 
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.
PH: +1 512-872-7565

2.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

3.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398

4.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511

5.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
 
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 8136 
Share

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =