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 - 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 generates the largest portion of industry revenue, accounting for an estimated 57.5% of the total in 2015-16. Customer relationship management has become an increasingly important part of corporate strategies and customer satisfaction is a key area where companies can distinguish themselves. Furthermore, the rise of social media has given customers a platform to express grievances to significant numbers of people. 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