Industry hang ups: Margins have generally risen thanks to cost saving efficiencies

The Call Centre industry handles telecommunication services for businesses and organisations to improve client relations, provide technical assistance or conduct market research. The moderately volatile industry has a high level of competition. In the current year, industry revenue is estimated to decline by 0.6% to £2.4 billion. Weak business confidence as the United Kingdom enters the final stages of negotiations to leave the European Union is set to create difficult trading conditions for call centres, especially in terms of gaining additional contracts.Economic uncertainty following the EU referendum in 2016-17 led to a significant fall in revenue. Increased regulation has significantly increased administration costs faced by firms in the industry...read more.

Industry Statistics & Market Size
Revenue
£2.4bn
Annual Growth 14-19
0.5%
Forecast Growth 19-24
Profit
Employment
64,310
Businesses
810
Market Share of Companies
There are no companies with a dominant market share in this industry

Industry Threats & Opportunities

  • A higher level of regulation has increased administration costs faced by the industry
  • Broadening operations provides operators with additional revenue streams
  • The increasing use of automated systems is expected to displace some call centre employees
  • Industry Report - Industry SWOT Analysis Chapter

    IBISWorld analysis indicates that the industry is in the mature stage of its life cycle. Although drastic improvements in global communication technology infrastructure have enabled overseas operators to become more competitive, UK-based call centres tend to offer better service, as indicated by customer satisfaction and complaint levels. Over the 10 years through 2023-24, industry value added is projected to increase at a compound annual rate of 1.1%. UK GDP, which is used to measure the performance of the overall economy, is anticipated to expand at a compound annual rate of 1.7% over the same period.The Call Centres industry did not perform particularly well following the downturn, although steady growth has been recorded over recent years as the economy has grown. Thi...purchase to read more.

    Additional Insights for the Call Centres Industry

    IBISWorld identifies 250 Key Success Factors for a business.The most important for the Call Centres Industry are

  • Access to multiskilled and flexible workforce
  • Possession of accurate information
  • Ability to quickly adopt new technology
  • IBISWorld analysts also discuss how external factors such as Business confidence index and Real effective exchange rate in the Call Centres industry impact industry performance..

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    What's in this report

    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 support
  • Telemarketing and sales services
  • Answering services
  • Order processing
  • Other inbound services
  • Other outbound services
  • Collections services
  • Industry Activities
  • Answering calls and relaying messages
  • Providing technical assistance
  • Handling complaints
  • Conducting telemarketing
  • Verifying addresses
  • Placing orders
  • Table of Contents

    Industry Definition
    Main Activities
    Similar Industries
    Additional Resources
    Industry Statistics Snapshot
    Industry Structure
    Executive Summary
    Executive Summary
    Key External Drivers
  • Business confidence index
  • Real effective exchange rate
  • IT and telecommunications adoption
  • National unemployment rate

  • Current Performance
  • Referendum uncertainty
  • Outsourcing
  • Multichannel expansion
  • Margins
  • Chart: Revenue Growth

  • Industry Outlook
  • Technological developments
  • Cloud computing
  • Profit and pressure
  • Table: Call Centres Industry Revenue Outlook

  • Industry Life Cycle
  • Life cycle reasons
  • Chart: Benchmarking - Call Centres Industry Lifecycle vs The Economy

  • Supply Chains
    Key Buying Industries
  • Wireless Telecommunications Carriers
  • Banks

  • Key Selling Industries
  • Computer & Peripheral Equipment Wholesaling
  • Office Equipment Rental & Leasing
  • Wired Telecommunications Carriers

  • Products & Services
  • Customer support
  • Answering services
  • Other inbound services
  • Other outbound services
  • Order processing
  • Telemarketing and sales services
  • Collections services
  • Chart: Call Centres Industry Products and Services Segmentation

  • Demand Determinants
    Major Markets
  • Other
  • Retail and consumer services
  • Government and non-profit agencies
  • Financial services
  • Telecommunications
  • Utilities
  • Chart: Major Market Segmentation for the Call Centres Industry

  • International Trade
    Business Locations
    Chart: Business Locations by State
    Market Share Concentration
    Key Success Factors
    Cost Structure Benchmarks
    ProfitWagesPurchasesTelecommunications servicesRent and DepreciationOther, rent, utilities and marketing
  • Chart: Cost Structure Benchmarking – Sector vs Call Centres

  • Basis of Competition
    Internal competitionExternal competition
    Barriers to Entry
  • Table: Barrier to Entry Checklist for the Call Centres Industry

  • Industry Globalization
    There are no major players in this industry. This report includes analysis of other companies.
    Capital Intensity
  • Chart: Level of Capital Intensity for the Call Centres Industry
  • Chart: Tools of the Trade: Growth Strategies for Success

  • Technology & Systems
    Revenue Volatility
  • Chart: Volatility vs Industry Growth

  • Regulation & Policy
    Industry Assistance
    Table: Industry Data for the Call Centres Industry
    Includes:
  • Industry Revenue (2010-2024)
  • Industry Gross Product (2010-2024)
  • Establishments (2010-2024)
  • Businesses (2010-2024)
  • Employment (2010-2024)
  • Wages (2010-2024)

  • Table: Annual Percentage Change for Key Industry Data
    Table: Key Ratios for Industry Key Data
    Cold-Call
  • When a company makes a call to someone they have had no previous contact with and who was not expecting to be contacted.
  • Customer Relationship Management (Crm)
  • A strategy for managing interactions with current and potential clients.
  • Upselling
  • The process of trying to persuade existing customers to upgrade their service or pay for additional services.
  • What Our Customers Say

    Why buy this report?

    The Call Centres market research report provides key industry analysis and industry statistics, measures market size, analyzes current and future industry trends and shows market share for the industry’s largest companies. IBISWorld publishes the largest collection of industry reports so you can see an industry’s supply chain, economic drivers and key buyers and markets.

    IBISWorld industry market research reports enable you to:
    • Find out about key industry trends
    • Identify threats and opportunities
    • Inform your decisions for marketing, strategy and planning
    • Quickly build competitive intelligence
    This report on Call Centres:
    • Provides Market Size information to assist with planning and strategic decisions.
    • Includes the necessary information to perform SWOT, PEST and STEER analysis.
    • Helps you understand market dynamics to give you a deeper understanding industry competition and the supply chain.
    • Analyses key performance and operational metrics so that you can benchmark against your own business, that of your customers’ businesses, or your competitors’ businesses.
    The Call Centres market research report includes:
    • Historical data and analysis for the key drivers of this industry
    • A five-year forecast of the market and noted trends
    • Detailed research and segmentation for the main products and markets
    • An assessment of the competitive landscape and market shares for major companies
    • And of course, much more

    IBISWorld reports on thousands of industries around the world. Our clients rely on our information and data to stay up-to-date on industry trends across all industries. With this IBISWorld Industry Research Report on Call Centres, you can expect thoroughly researched, reliable and current information that will help you to make faster, better business decisions.

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