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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 2014

Better reception: The improving economy and easing threat from offshore call centres give hope to the industry

IBISWorld’s Call Centres market research report is a comprehensive guide to market size and growth prospects. Our industry reports offer strategic industry analysis of the factors influencing companies, including new product developments, economic, lifestyle and demographic influences, distribution and supply chain factors and pricing issues. Full analysis accompanies our data forecasts to illustrate how the market responds to emerging industry trends.

Report Snapshot
Market Share of Companies
There are no companies with a dominant market share
Industry Statistics & Market Size
Revenue
£2bn
Annual Growth 09-14
-2.5%
Annual Growth 14-19
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Profit
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Employment
60,219
Businesses
500
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

 


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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