MORE CALL CENTRES ON THE WAY
In 1998, Datamonitor says, there were just over 4000 call centres in the UK, with about 198,000 agent positions. By 2002, researchers project there will be well over 5000 centres providing 274,000 positions. This represents jobs for over 2% of the UK's working population.
The market here is relatively mature, compared to other European countries, and this is likely to lead to a decline in growth rates. But, notes Datamonitor, the UK will remain the largest call centre market in Europe for some time.
Analyst Evan Kirchheimer says internet-enabled call centres are set to be the next big thing. There are less than 30 in the country today, but says Kirchheimer, this area "will witness soaring growth."
Earlier this year, competition for good people was becoming fierce in call centre 'hot-spots' like Leeds, Tyneside and Glasgow. Employers have been moving steadily towards higher quality support facilities and services in a bid to attract and retain staff.
More information about the report 'Call Centres in the UK' is available at www.datamonitor.com
Elliott Chase
A new report from market research specialists Datamonitor predicts that call centres will continue to be a strong growth area in the UK for the next three years. But after that, the trend may have run its course - at least in terms of the phenomenal pace of development.
