Industry Analysis & Industry Trends
Industry operators have faced difficult conditions over much of the past five years owing to the lasting effects of the downturn. Before 2008-09, the industry performed well as businesses focused on improving their customer service and chose to outsource non-core operations. However, the financial crisis and subsequent downturn resulted in a considerable fall in demand as businesses slashed their spending in order to curb costs. The industry has also faced strong competition from offshore call centres, which has further impeded its performance. Offshore call centres located in developing countries such as India have benefited from 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 an estimated 15.5% of the total in 2015. This 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 an estimated 13.5% of industry establishments, which is roughly equal to its share of UK population... purchase to read more