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 | Jan 2016

Wake-up call: An improving economy and high levels of business confidence support growth

IBISWorld’s Call Centres market research report offers insightful industry analysis and research into the market at the national level. IBISWorld’s in-depth industry market research is presented in a logical and consistent format. The industry report contains key industry statistics, market size, industry trends, and growth and profit forecasts for a 5-year outlook period.

Report Snapshot
Market Share of Companies
Capita Customer Management Ltd Capita Customer Management Ltd market share
Industry Statistics & Market Size
Annual Growth 11-16
Annual Growth 16-21
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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 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 2020-21, industry value added in projected to increase at a compound annual rate of 2.1%. This performance is in line with that of the UK economy as measured by GDP, since this is projected to grow at a compound annual rate of 2.1% over the same period... 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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