Figures exclusively revealed to Call Centre Helper by ContactBabel show that the UK contact centre industry now employs a total of 1,041,500 jobs in 631.250 seats in 5,630 contact centres.*
After a loss of more than 35,000 jobs in 2009, the industry returned to positive growth in 2010, and is forecast to add over 100,000 jobs by the end of 2014.
As UK business slowly recovers, what are the lasting effects of the recession on the UK contact centre industry?
Based on thousands of UK contact centre operations, including hundreds of in-depth, confidential interviews about budgets, plans and investments, “UK Contact Centres in 2011: The State of the Industry” quantifies the size, structure and future of the market.
The report’s author, Steve Morrell, commented:
“The UK contact centre industry has faced down some tough challenges over the years, with pundits predicting offshoring and multimedia would destroy it. With web self-service recently being announced as the preferred way for citizens to communicate with government, the industry will continue to be tested fully.
“Despite this, the return to positive growth in 2010 shows how necessary live customer contact is to organisations of all types, although the report predicts that 4 of the 15 vertical markets covered will decline in the next four years.”
The report will be released in early January for £1,095 + VAT, but is available for pre-order to Call Centre Helper readers in December only, for a discounted price of £750 + VAT – over 30% off the full price.
Full details of the report “UK Contact Centres in 2011: The State of the Industry”, can be obtained from www.contactbabel.com.
* A contact centre must have more than 10 seats to qualify.