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Industry Research : UK Contact Centres In 2007: The State of the Industry

£20bn+ Industry Shrugs Off The Effects Of Offshoring To Grow At A Healthy Rate; UK Contact Centres To Employ Over A Million People By The End Of The Year.

ContactBabel, finds that:

  • The UK contact centre industry grew at a rate of 6.0% in 2006, an increase on the 2005 growth rate, and more proof that offshoring to India and other destinations is having little effect on the UK contact centre industry as a whole 

  • The UK contact centre industry will provide in excess of 1,000,000 jobs to the country’s economy by the end of 2007. 

  • The North-East region relies the most upon the contact centre industry, with 4.95% of the employment in the region being in contact centres. London relies the least on contact centres, with less than 1.5% of its jobs being in the sector 

  • However, the South-East (excluding London) has the most employment, with over 180,000 people working in contact centres. 

  • Outbound calling activity as a proportion of all calls has declined considerably to 29.1% from 32.9% in 2005: the second consecutive year of decline after years of relative growth 

  • More than half of UK households are registered with the Telephony Preference Service, which lets consumers opt out of receiving sales calls. For the first year on record, the number of outbound calls made by UK contact centres is actually less than in the previous year.

Steve Morrell, principal analyst at ContactBabel, comments:

“The UK contact centre industry continues to grow at a healthy and sustainable rate, driven by the expansion of existing operations, rather than the opening of new contact centres. It is currently worth £20.6bn to the UK economy.

“As we predicted in past years, the boom in offshoring to India and other destinations such as South Africa and Eastern Europe has not had the negative effect that some commentators expected, and the amount of new work going offshore is slowing, with 2006 seeing several high-profile companies announcing their return to the UK. The UK’s contact centre industry will continue to grow steadily over the next five years. By 2010, the UK contact centre industry will be worth almost £30bn to the UK’s economy, employing in excess of 1,150,000 people.

"3.1% of the UK’s working population are now employed in contact centres, with over 960,000 jobs in the sector. The importance of the contact centre industry to the northern parts of the UK in particular cannot be underestimated, as almost 5% of all jobs in Northern and Scottish regions are now based in contact centres.

“With salaries for experienced agents jumping by more than 8% last year, the contact centre sector provides a considerable chunk of regional spending power, especially in the North. In total, the UK contact centre industry is worth £20.6bn to the UK economy, and will break the million-job barrier by the end of 2007.

“Cold calling is increasingly seen as old-fashioned, expensive and potentially damaging to a company’s reputation. Legislation at a national and European level has reduced the number of unwanted sales calls that UK consumers receive, but outbound communication still has an important part to play in business.

“Although cold calls are on the way out, outbound value-added service will be a strong brand differentiator. For example, businesses which let customers know in advance about approaching credit limits or late flights will be rewarded with increased brand loyalty. However, we would also expect that cross-selling and advertisements will be an integral part of this procedure, as the price customers will pay for receiving useful outbound customer service.”

About Steve Morrell:
Steve has written over 200 reports on the future of technology, people and business processes surrounding the contact centre industry, and is widely-quoted in industry journals and the international media as the author of key studies of the UK, US, Irish, South African and Indian contact centre markets.

About Contact Babel:
Company LogoContactBabel, a contact center and CRM analyst firm, was set up in 2000 by Steve Morrell, a leading expert on the contact center industry.
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Today's Tip of the Day - Don’t Allow Scapegoats

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

Published: Tuesday, April 17, 2007

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2024 Buyers Guide IVR

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.

Computer Data Services, LLC

Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
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Voice Self Service
Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
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