UK call centre jobs to increase despite offshoring trend

The number of call centre jobs
in the UK
is set to increase even though many firms are moving work to India.

A survey of 107 companies
showed that most expected their workforce to increase in the coming year,
although staff turnover remained a huge problem at 25 per cent.

The number of firms hiring
staff in the past year was 58 per cent, compared with 51 per cent in the
previous 12 months.

Companies in financial
services, telecoms, utilities and the public sector were most likely to expand,
according to the research by Incomes Data Services (IDS).

Call centre workers remained in
their job for an average of two years, with firms improving the working
environment and increasing staff participation in decision-making in a bid to
improve recruitment and retention, the report found.

By Mike Berry

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