Industry Analysis & Industry Trends
Industry operators have faced difficult conditions over the past five years, thanks to the financial crisis and the recession. Before 2008-09, the industry did fairly well as businesses focused on improving their customer service. The trend of outsourcing non-core operations also benefited industry operators. 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 lower labour costs, which are operators' largest cost, and a large pool of potential English-speaking workers... purchase to read more
Industry Report - Industry Key Buyers Chapter
The industry has a low level of market share concentration, since the four largest players are currently estimated to contribute 11.7% of total industry revenue. Although there are no dominant firms in the industry, several of the biggest UK companies are major players in the global industry.
Industry concentration has risen slightly over the five years through 2013-14. Constrained budgets throughout the downturn put pressure on industry operators to maintain an exceptional quality of service without increasing prices to combat the pressure from offshore companies. Some operators acquired competitors and combined operations to reduce costs in an effort to remain viable... purchase to read more