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 | Jun 2014

Called to order: Industry operators adapt to fight 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
Annual Growth 10-15
Annual Growth 15-20
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Industry Analysis & Industry Trends

Industry operators have faced difficult conditions over the past five years as a result 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.

Industry revenue is expected to decline at a compound annual rate of 1.1%... purchase to read more

Industry Report - Starting a New Business Chapter

IBISWorld analysis indicates that the barriers to entering this industry are currently low, but increasing. Market share concentration is low because the vast majority of call centres are operated by companies as in-house operations. There is no significant initial capital outlay, as many operators choose to rent equipment and office space. However, although it is relatively simple to enter the industry, this is no guide to future success.

This is driving the industry-wide outsourcing trend and is likely to raise the barriers to entry. The major industry cost, and also one of the key success factors, is employing an experienced and well-trained labour force... 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.

Industry Products
Customer careTechnical assistanceCustomer acquisitionDebt collection
Industry Activities
Answering calls and relaying messagesProviding technical assistanceHandling complaintsConducting telemarketingVerifying addressesPlacing orders

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