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RELEASED: APRIL 2009
After researching the UK call centres market development and taking into account various other factors the following conclusions can be drawn from MBD's report:
MARKET REVIEW 2004-2008:
In 2008, the number of call centres (including contact centres) in the UK is believed to have increased by a moderate 1% to 6324 centres. This is in contrast to stronger annual growth of between 3% and 6% recorded in the previous four years. Overall, the number of call centres is believed to have increased by 14% between 2004 and 2008. The more moderate development in 2008 is largely a reflection of the worsening economic conditions, resulting in an increased focus on cost cutting measures amongst companies, including call centre operations. However a downturn is believed to have been avoided, as a number of call centres continued to expand. Furthermore, the trend towards returning overseas call centre operations to the UK, as customer relationship management becomes a higher priority, has also sustained growth in UK call centre market.
MARKET FORECAST 2009-2013:
In 2009, the number of call centres in the UK is anticipated to decline by a moderate 1% to 6254. This is largely due to the current economic downturn resulting in an increased focus on cost cutting measures by companies, which is likely to lead to the closure of a number of call centres. However, the outsourced call centres sector could benefit from the current economic climate, as companies are focussing on reducing internal costs this represents opportunities for outsourcing companies offering cost-effective solutions. Between 2010 and 2013 the number of call centres is expected to increase, with annual growth levels anticipated to fluctuate between 2% and 4%. In 2013, the number of call centres is forecast to reach 7038, equivalent to overall growth of 11% compared with 2008. The sectors with the strongest growth potential for call centres are expected to include energy & utilities and the public sector.
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MBD specialises in business to business market research. The range of reports and industries in which we operate in constantly expanding (our portfolio comprises of more that 140 titles). All our reports are written by in-house market consultants.
Click here for full details of the UK Call Centres Market Research Report
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