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 | Aug 2015

Good call: High business confidence and robust economic conditions drive revenue growth

IBISWorld’s Call Centres market research report can be used to help you: understand market size and growth potential; major companies; draft business plans and pitch books; and conduct benchmarking and SWOT analysis. Our industry analysis highlights macro industry trends in the overall sector and micro trends faced by companies that do business in the industry. The industry report also provides key industry statistics and 5-year forecasts to anticipate future industry prospects so you can decide with confidence.

Report Snapshot
Market Share of Companies
Capita Customer Management Ltd Capita Customer Management Ltd market share
Industry Statistics & Market Size
Annual Growth 11-16
Annual Growth 16-21
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Industry Analysis & Industry Trends

Industry operators have faced difficult conditions over much of the past five years owing to the lasting effects of the downturn. Before 2008-09, the industry performed well as businesses focused on improving their customer service and chose to outsource non-core operations. However, the financial crisis and subsequent downturn resulted in a considerable fall in demand as businesses slashed their spending in order to curb costs. The industry has also faced strong competition from offshore call centres, which has further impeded its performance. Offshore call centres located in developing countries such as India have benefited from lower labour costs, which are operators' largest cost, and the large pool of English-speaking workers available... purchase to read more

Industry Report - Starting a New Business Chapter

IBISWorld analysis indicates that the barriers to entering this industry low. Compared to many other industries, the initial capital outlay is relatively insignificant as many operators choose to rent equipment and office space. However, although operators can enter the industry with relative ease, future success is not guaranteed.

The major industry cost, and also one of the key success factors, is employing an experienced and well-trained labour force. Developing or attracting such a work force poses a major barrier to entry; participants need to invest significant time and money in the development of staff. Once the labour force has been established and trained, they need an appropriate work location... 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. The industry only includes outsourced work.

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

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