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