The call centre industry in the UK continues to expand, despite the high-profile exodus of many large contact centre operations to low-wage locations overseas.
April 14, 2007 (Press Release) --
Call Centres Market Assessment 2006
The call centre industry in the UK continues to expand, despite the high-profile exodus of many large contact centre operations to low-wage locations overseas. However, employment has grown more slowly than if outsourcing overseas had not become such a big feature of communications. Greater productivity per employee, facilitated by workforce planning software, automated voice recognition, improved call distribution systems and other technological enhancements that raise output have also tempered the rise in call centre jobs. Contact centres for the public sector — central and local government, police, health, fire and ambulance services, and so on — were probably the major trend of 2005.
More than three-quarters of the contract value of outsourced call/contact centre services is for outbound calling — but unsolicited outbound sales calling to UK customers is in terminal decline. Permission marketing is taking its place.
Effective response to callers on incoming lines is so important to brand values that many companies do not risk outsourcing them, even within the UK. For call centre employees in India and other Asian countries, provision of peak-hours services to the US and Western Europe means they have to work anti-social hours. Staff turnover that often exceeds 40% a year damages customer service, because few staff stay long enough to acquire detailed knowledge about the organisation they are paid to represent. Alternative locations with attractions for contact centre operators include the new EU states in Eastern Europe. South Africa, with a large number of English speakers, is also a fast-growing location for contact centres. The negative aspects of outsourcing include the potential for theft, such as the selling of personal information about customers.
For more information, Please visit : http://www.bharatbook.com/detail.asp?id=9959
or email us at : info@bharatbook.com
You can also call us at +91-(022)-2757 8668 or +91-(022)-2757 9131
For searching our huge collection of reports, Please visit :
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Call Centres Market Assessment 2006
The call centre industry in the UK continues to expand, despite the high-profile exodus of many large contact centre operations to low-wage locations overseas. However, employment has grown more slowly than if outsourcing overseas had not become such a big feature of communications. Greater productivity per employee, facilitated by workforce planning software, automated voice recognition, improved call distribution systems and other technological enhancements that raise output have also tempered the rise in call centre jobs. Contact centres for the public sector — central and local government, police, health, fire and ambulance services, and so on — were probably the major trend of 2005.
More than three-quarters of the contract value of outsourced call/contact centre services is for outbound calling — but unsolicited outbound sales calling to UK customers is in terminal decline. Permission marketing is taking its place.
Effective response to callers on incoming lines is so important to brand values that many companies do not risk outsourcing them, even within the UK. For call centre employees in India and other Asian countries, provision of peak-hours services to the US and Western Europe means they have to work anti-social hours. Staff turnover that often exceeds 40% a year damages customer service, because few staff stay long enough to acquire detailed knowledge about the organisation they are paid to represent. Alternative locations with attractions for contact centre operators include the new EU states in Eastern Europe. South Africa, with a large number of English speakers, is also a fast-growing location for contact centres. The negative aspects of outsourcing include the potential for theft, such as the selling of personal information about customers.
For more information, Please visit : http://www.bharatbook.com/detail.asp?id=9959
or email us at : info@bharatbook.com
You can also call us at +91-(022)-2757 8668 or +91-(022)-2757 9131
For searching our huge collection of reports, Please visit :
http://www.bharatbook.com/general/customresearch.asp
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