Industry Research : Contact Centre Staff Numbers Up in the Year
There has been a 14% increase in the number of employees in the call centre industry in the last year.
The Contact Centre Management Association, which carried out research with the support of the IDA and Enterprise Ireland, said there was now 33,000 people working in the sector compared to 29,000 last year.
The research revealed that nearly eight out of ten contact centre employees are Irish nationals.
Over half (58%) of companies surveyed are Irish based subsidiaries of multinational companies, while three in ten are Irish owned.
Despite growth within the sector, with companies surveyed stating that they plan to recruit approximately 6,000 extra jobs across the sector over the next 12 months, companies continue to face recruitment challenges, with one in five citing the stigma attached to "contact centre jobs" as the main challenge.
"Over the past 12 months we have seen great success with job announcements by large blue chip companies such as PayPal, SAP, BSkyB and Electronic Arts strengthening the sector," Dorothy O'Byrne, Managing Director of the CCMA said at the launch of the survey.
"Ireland is recognised as one of the best locations in the world for contact centres so it's important that we promote the sector and encourage graduates and job seekers to consider working in this growing industry. This research highlights a growing industry that has a diverse and rewarding career path in spite of challenging economic times," she added.
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, October 8, 2012