Industry Analysis & Industry Trends
Industry operators have faced difficult conditions over much of the past five years due to the lasting effects 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 in order 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... purchase to read more
Industry Report - Industry Key Buyers Chapter
The industry has a low level of market share concentration, since the four largest players are currently estimated to contribute 31.9% of total industry revenue. Capita Customer Management has the most dominant position in the industry, capturing nearly one-fifth of the market. The global nature of the largest players has given them a competitive edge in the industry.
Industry concentration has risen slightly over the five years through 2014-15. Constrained budgets throughout the beginning of the period put pressure on industry operators to maintain an exceptional quality of service without increasing prices to combat the pressure from offshore companies. Some operators acquired competitors and combined operations in order to cut their costs and remain viable... purchase to read more