Industry Analysis & Industry Trends
Up until 2009-10, call centres were in terrific shape, recording consistent double-digit revenue growth, which attracted a number of new entrants to the industry. However, the economic downturn dramatically changed the operating environment and industry demand collapsed, causing revenue to spiral downward. With consideration of the highs and lows over the past five years, the result is average revenue growth of 1.0% per annum. The 520 industry operators are expected to generate £2.24 billion in 2012-13.
Demand from the corporate sector over the five years has been supported by an increased focus on customer relations. Yet despite the underlying demand, industry profitability suffered as a result of a growing competitive threat from offshore operations... purchase to read more
Industry Report - Industry Analysis Chapter
The industry was hit hard by the onset of the recession, as UK businesses sought to save costs by reducing their promotional spend. Prior to 2009-10, the industry had enjoyed a five-year period of substantial growth as it benefited from a business drive to improve customer relations. Contact centres are also being employed for more value-added services beyond simply handling phone calls. Up-selling and cross-selling have emerged as important growth products for industry players. In this way, inbound contact centres offer clients new revenue streams in addition to a cost cutting function. The economic downturn caused a sharp decline in the available customer relationship management (CRM) budget, of which a significant majority had been allocated to contact centre pursuits... purchase to read more