Industry Analysis & Industry Trends
Industry operators have faced difficult conditions over much of the past five years due to the hangover effects 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... purchase to read more
Industry Report - Starting a New Business Chapter
IBISWorld analysis indicates that the barriers to entering this industry low. Compared to many other industries, the initial capital outlay is relatively insignificant as many operators choose to rent equipment and office space. However, although operators can enter the industry with relative ease, future success is not guaranteed.
The major industry cost, and also one of the key success factors, is employing an experienced and well-trained labour force. Developing or attracting such a work force poses a major barrier to entry; participants need to invest significant time and money in the development of staff. Once the labour force has been established and trained, they need an appropriate work location... purchase to read more