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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 | Nov 2014

Ringing the changes: Revenue is forecast to rise again despite 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 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 - Industry Products Chapter

The activities of call centres can be separated into inbound and outbound calls. Under this basic segmentation, inbound calls are the dominant service.

Customer care

Customer care generates the largest portion of industry revenue, accounting for an estimated 57.7% of the total in 2014-15. Customer relationship management has become an increasingly important part of corporate strategies and customer satisfaction is a key area where companies can distinguish themselves. Furthermore, the rise of social media has given customers an excellent platform to air their grievances. As a result, there has been considerable investment in dealing with customers' concerns. The most common way for customers to contact businesses is via call centres... 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. The industry only includes outsourced work.

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


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