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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 | Jan 2016

Wake-up call: An improving economy and high levels of business confidence support growth

IBISWorld’s Call Centres market research report is a comprehensive guide to market size and growth prospects. Our industry reports offer strategic industry analysis of the factors influencing companies, including new product developments, economic, lifestyle and demographic influences, distribution and supply chain factors and pricing issues. Full analysis accompanies our data forecasts to illustrate how the market responds to emerging industry trends.

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 - 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 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


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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