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UK contact centres will employ over 1 million people by 2007

4th Aug 2004
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Growth rate slows due to offshoring and industry maturity

“UK Contact Centres in 2004: The State of the Industry”, a report by industry experts, ContactBabel, finds that:

  • The UK contact centre industry currently employs almost 850,000 people

  • There will be a gain of over 150,000 jobs over the next three years, bringing total UK contact centre employment to over 1 million

  • The North-West, Scotland and the South-East will each grow by over 20,000 jobs

  • The North-East relies most heavily on the contact centre industry, with 4.63% of jobs in the region being in contact centres (the UK average is 2.99%)

  • Telecoms and utilities contact centres will experience a slight decline, with a net loss of around 5,000 jobs over the next three years, mostly due to offshoring

Steve Morrell, principal analyst at ContactBabel, comments:

“The UK contact centre industry continues to grow, but at a lower rate than in recent years, driven by the expansion of existing operations, rather than the opening of new contact centres – most companies who would benefit from having a contact centre already have one.

“Within the finance, telecoms and utilities sectors, there will be a sharp decrease in growth rates, which in some cases will mean an actual decline in contact centre jobs in these sectors, mainly due to offshoring. However, contact centres in the IT, retail, outsourcing and public sectors are set for strong growth.

“In the long term, offshoring will become an accepted part of the customer service mix for some businesses, especially those with many thousands of contact centre workers. The most likely scenario is that most companies will keep the majority of their contact centre work within the UK.”

For more information please contact:

Steve Morrell, Principal Analyst – ContactBabel
Telephone: 01740 629835
Email: [email protected]

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