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Call Centres in the UK: Market Research Report

Market Research • Market Size • Industry Statistics • Industry Analysis • Industry Trends

Call Centres Market Research Report | SIC N82.200 | Jun 2014

Called to order: Industry operators adapt to fight competition from offshore rivals

The Call Centres market research report provides key industry analysis and industry statistics, measures market size, analyzes current and future industry trends and shows market share for the industry’s largest companies. IBISWorld publishes the largest collection of industry reports so you can see an industry’s supply chain, economic drivers and key buyers and markets.

Report Snapshot
Market Share of Companies
Capita Customer Management Ltd Capita Customer Management Ltd market share
Industry Statistics & Market Size
Revenue
£2bn
Annual Growth 10-15
-1.1%
Annual Growth 15-20
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Profit
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Employment
60,890
Businesses
500
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 Products Chapter

The activities of call centres can be separated into inbound and outbound calls. Under this basic segmentation, inbound calls are the dominant service.

Customer care

Customer care generates the largest portion of industry revenue, accounting for 57.7% of the total. Customer relationship management has become an increasingly important part of corporate strategies. Customer satisfaction is a key battleground for companies to distinguish themselves. Furthermore, the rise of social media has given customers an excellent platform to air their grievances. As a result, there has been considerable investment in dealing with customers' concerns. The most common way for customers to contact businesses is via call centres... purchase to read more

 


Industry ProductsRelated ReportsTable of Contents

What is the Call Centres Industry?

Call centres provide in- and outbound telecommunication services to improve client relations, provide technical assistance, market goods or conduct opinion polls.

Industry Products
Customer careTechnical assistanceCustomer acquisitionDebt collection
 
Industry Activities
Answering calls and relaying messagesProviding technical assistanceHandling complaintsConducting telemarketingVerifying addressesPlacing orders


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