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Latest News

Growth in UK call centre industry predicted

by Personnel Today 4 May 2004
by Personnel Today 4 May 2004

The UK call
centre industry is continuing to grow, even though firms are transferring work
to overseas countries, according to a new report.

The number of
staff in British call centres has reached 435,000 and will increase to almost
500,000 over the next four years, research firm Datamonitor said.

It predicted
that the number of call centres would rise from 5,980 to 7,320. Growth is
particularly likely in public sector organisations and in healthcare, the study
concluded.

"Given its
maturity, the UK call centre industry could appear a daunting challenge for new
entrants," said Peter Ryan, author of the report.

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"However,
there will be excellent opportunities in specific niche areas and particular
industry groups. Success in the UK call centre industry will mean concentrating
on developing offerings for smaller centres," he added.

By
Mike Berry

Personnel Today

Personnel Today articles are written by an expert team of award-winning journalists who have been covering HR and L&D for many years. Some of our content is attributed to "Personnel Today" for a number of reasons, including: when numerous authors are associated with writing or editing a piece; or when the author is unknown (particularly for older articles).

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