6 May 2004
The UK’s call centre industry is set to gain around 200,000 jobs over the next three years, according to an independent report published today.
The DTI commissioned paper is the first comprehensive report on the UK call centre industry. It states that the sector is healthy, and is set to employ over 1 million people by 2007, four times more than India in the same year.
The industry has already grown by almost 250 per cent since 1995.
Key findings from ‘The UK Contact Centre Industry: A Study’ include:
- The quality of service in UK call centres is high. But the Government and industry need to work to improve perceptions of the UK industry;
- The skills of the call centre workforce need further improvement - particularly ’soft skills’ like communication and customer service.
- Customers, employees and trade unions should be consulted before a decision to move call centres overseas is made; and
- UK call centres should compete with offshore centres on the basis of improving quality rather than cost.
Trade and Industry Secretary Patricia Hewitt said UK call centres are unbeatable on qualit:
"The best British call centres are the best in the world, offering high value businesses, high skill professionals, but we need to bring the quality of the rest up to that of the best."
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