Industry Analysis & Industry Trends
Industry operators have faced difficult conditions over much of the past five years due to the hangover 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 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 SWOT Analysis Chapter
IBISWorld analysis indicates that the industry in the mature stage of its life cycle. Although drastic improvements in global communication technology infrastructure have enabled overseas operators to become more competitive, UK-based call centres tend to offer better service, as indicated by customer satisfaction and complaint levels.
Over the 10 years through 2019-20, industry value added in projected to increase at a compound annual rate of 0.5%. This performance falls behind that of the UK economy as measured by GDP, since it is projected to grow at a compound annual rate of 2.2% over the same period. Although this indicates that the industry has not performed particularly well, it was hit hard by the downturn and is projected to grow more strongly in the latter five years... purchase to read more