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Press Release: UK Call Centres Market Development Report

Released: October 2010

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 2006-2010:

In 2009, the number of call centres in the UK declined by a moderate 2% to 6123, largely as a result of the economic downturn and global financial crisis. However, the call centres market is believed to have not been as severely affected by the recession as other industry sectors, reflecting the sustained demand for the service. The trend towards returning overseas call centre operations to the UK, as customer relationship management becomes a higher priority, has also partly offset reductions in the UK call centre market. In 2010, the number of call centres is projected to increase by a moderate 1%, reflecting improved economic conditions, although the recovery remains fragile. This is in contrast to stronger growth of 6% and 3% recorded in 2006 and 2007 respectively. By the end of the current year, the number of call centres operating in the UK is projected to reach 6160, representing only modest overall growth of 2%, compared with 2006.

Market Forecast 2011-2015:

In 2011, the number of call centres in the UK is projected to increase by a moderate 2% to 6303. This growth trend is expected to be evident throughout the five year forecast period, with annual growth levels anticipated to fluctuate between 2% and 4%. The number of call centres is believed to reach 7214 in 2015, representing an overall increase of 17% compared with 2010. The sectors with the strongest growth potential for call centres are expected to include energy, utilities and telecommunications. There are now increased uncertainties concerning future demand from the public sector, due to impending spending cuts, which could affect government expenditure on call centre services. However, the public sector could also offer some growth opportunities, as the new coalition government is likely to outsource more public sector services to the private sector, in a bid to reduce costs.

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MBD specialises in business to business market research. The range of reports and industries in which we operate in is constantly expanding (our portfolio comprises of more that 140 titles). All our reports are written by in-house market consultants.

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