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 Analysis Chapter
The Call Centres industry was hit hard by the onset of the recession because businesses throughout the United Kingdom sought to cut costs quickly by reducing their expenditure on promotion. The industry has faced intense competition from offshore call-centres, which has further hampered its performance over the five years through 2014-15. Call centres no longer simply handle phone calls. Advances in technology have enabled players to expand the range of services they provide. This has helped restrict the fall in industry revenue somewhat... purchase to read more