Industry Analysis & Industry Trends
Industry operators have faced difficult conditions over the past five years as a result of the downturn. Before 2008-09, the industry did well as businesses focused on improving their customer service and chose to outsource non-core operations. However, the financial crisis and the subsequent recession caused demand to fall considerably because businesses slashed their spending to rein in costs. The industry has also faced strong competition from offshore call centres, which further hampered its performance. Offshore call centres in developing countries such as India have been helped by the lower labour costs, which are operators' largest cost, and the large pool of English-speaking workers available.
Industry revenue is expected to decline at a compound annual rate of 1.1%... purchase to read more
Industry Report - Industry Locations Chapter
The North West
The North West is the region with the largest share of establishments, accounting for 15.7% of the total. Call centre operators need access to a cost-effective labour force, which is reflected in the geographic spread of call centres. Median gross weekly earnings in the North West are 93.4% of the UK average. The North West also has a higher unemployment rate than the UK average and a less competitive labour market is also a favourable factor. Affordable rental costs also act as a significant pull factor.
The South East
The South East accounts for 13% of industry establishments... purchase to read more