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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 | Nov 2014

Ringing the changes: Revenue is forecast to rise again despite competition from offshore rivals

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
Revenue
£2bn
Annual Growth 10-15
-1.1%
Annual Growth 15-20
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Profit
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Employment
60,890
Businesses
500
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 - Starting a New Business Chapter

IBISWorld analysis indicates that the barriers to entering this industry low. Compared to many other industries, the initial capital outlay is relatively insignificant as many operators choose to rent equipment and office space. However, although operators can enter the industry with relative ease, future success is not guaranteed.

The major industry cost, and also one of the key success factors, is employing an experienced and well-trained labour force. Developing or attracting such a work force poses a major barrier to entry; participants need to invest significant time and money in the development of staff. Once the labour force has been established and trained, they need an appropriate work location... 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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