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 Locations Chapter
The North West
The North West is the region with the largest share of establishments, accounting for 15.5% of the total, which is significantly higher than the region's share of population. Call centre operators need access to a cost-efficient labour force and this is reflected in the geographic spread of call centres. Gross household disposable income is 89% of the UK average in the region. The North West also has a higher unemployment rate than the UK average and a less competitive labour market is a favourable factor. Affordable rental costs also benefit firms located in this area.
London and The South East
London accounts for 13.7% of industry establishments, which is roughly equal to its share of UK population... purchase to read more