Call Centre market report published by Apex Insight reveals £2.5bn market

May 8, 2012 - PRLog -- Having grown quickly to meet demand from the financial services and telecoms sectors in particular, the UK Call, or Contact, Centre industry stalled during the economic downturn.  Nevertheless, revenues are believed to be around £2.5bn.  This makes the UK one of the most developed call centre markets and has resulted in the industry being a leading employer with over 5% of all jobs in some UK regions being in call centres.  

Offshoring has been an important trend in the industry.  It has been credited with offering savings of up to 40% relative to UK operations.  However, a combination of unpopularity with customers and the increase of labour costs in offshore locations has slowed the trend and several large UK companies have recently brought offshored contact centres back to the UK.

The term ‘contact centre’ has become widely used in the industry, alongside ‘call centre’, to encompass communication channels such as email, webchat and social media interaction.  However, telephone remains the dominant medium.

The study concludes that a return to growth is likely when economic recovery gives clients the confidence to take strategic decisions regarding outsourcing their contact centres.  The public sector is expected to be a growth area as contact functions are outsourced to help meet targets for spending reductions.  

The work is based on data from economic, industry and company sources as well as interviews with senior-level contacts in the market.  It includes analysis of the drivers of industry volume and price growth, setting out historical trends and forecasts.  

Findings are presented clearly and concisely in a report which makes extensive use of charts and tables to illuminate points and support conclusions.  It is intended for contact centre service providers themselves as well as private equity and other investors, banks, analysts, consultants and other parties with interests in the industry.

For more information please contact Frank Proud on +44 20 7100 7239 or +44 7904 486 525 or email frank.proud@apex-insight.com

About Apex Insight
Apex Insight (http://www.apex-insight.com) is an independent provider of research, analysis and advice covering business-to-business markets in the UK and Europe.  Apex Insight supports managers, investors and advisers in making better business decisions.