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 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
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 - Industry Locations Chapter

The North West

The North West is the region with the largest share of establishments, accounting for 15.7% of the total. Call centre operators need access to a cost-effective labour force, which is reflected in the geographic spread of call centres. Median gross weekly earnings in the North West are 93.4% of the UK average. The North West also has a higher unemployment rate than the UK average and a less competitive labour market is also a favourable factor. Affordable rental costs also act as a significant pull factor.

The South East

The South East accounts for 13% of industry establishments... 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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