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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 | Jun 2014

Called to order: Industry operators adapt to fight competition from offshore rivals

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
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 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 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 2019-20, industry value added in projected to decline at a compound annual rate of 0.5%. This performance falls behind that of the UK economy as measured by GDP, since it 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.

Industry Products
Customer careTechnical assistanceCustomer acquisitionDebt collection
 
Industry Activities
Answering calls and relaying messagesProviding technical assistanceHandling complaintsConducting telemarketingVerifying addressesPlacing orders


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