Industry Analysis & Industry Trends
Up until 2009-10, call centres were in terrific shape, recording consistent double-digit revenue growth, which attracted a number of new entrants to the industry. However, the economic downturn dramatically changed the operating environment: industry demand collapsed, sending revenue into a dramatic downward spiral. With consideration given to both the highs and lows experienced over the past five years, the result is average growth of 1.0% per annum. The 520 industry operators are expected to generate £2.24 billion this year.
Demand from the corporate sector remained strong right across the past five years, as there was an increased focus on customer relations... purchase to read more
Industry Report - Industry SWOT Analysis Chapter
The economic downturn signalled the end of the growth period for the industry. IBISWorld analysis indicates that the industry has transitioned to the mature phase of its life cycle, as it will see subdued revenue growth and significant industry consolidation.
The industry is experiencing increased demand as in-house centres look to outsource contact centre operations to improve company profitability. This has been the key demand driver during the past five years. However, the economic downturn has meant that organisations have taken a closer look at their expenditure in a means to improve operating efficiencies... purchase to read more