Call centres stick with the UK despite staffing problems

Seventy five percent of UK call centres have no plans to relocate overseas despite severe staffing difficulties, according to latest research.

A survey released today by OMIS Research and sponsored by recruitment consultancy Adecco, questioned more than 130 call centre managers in the UK to investigate the health of ‘Call Centre Britain’ and determine future location strategies.

The key findings were:

  • 49 percent of respondents reported skills shortages. Three-quarters of contact centre employers still consider workforce to be the decisive location factor

  • 75 percent of UK operators state they have no intention of outsourcing overseas or offshoring operations over the next five years and only 8 per cent of the operators surveyed currently outsource services overseas

  • One in five is considering moving jobs abroad and nearly half of all respondents feel under more pressure to migrate operations out of the UK than two years ago

  • Only two major UK cities – Stoke-on-Trent and Swansea – can offer untapped and suitable labour supplies for contact centre operations

  • On the basis of operators’ current requirements, Sheffield tops the ranking of the UK’s principal cities in this year’s survey, while Manchester comes bottom.

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