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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 | Mar 2015

Off the hook: Strong economic growth is set to stimulate demand for customer relationship management

IBISWorld’s Call Centres market research report can be used to help you: understand market size and growth potential; major companies; draft business plans and pitch books; and conduct benchmarking and SWOT analysis. Our industry analysis highlights macro industry trends in the overall sector and micro trends faced by companies that do business in the industry. The industry report also provides key industry statistics and 5-year forecasts to anticipate future industry prospects so you can decide with confidence.

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 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

 


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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