Call centres ignore predictions of an early demise

Despite research suggesting that the labour-intensive call centre could prove to be just a peculiarity of the late `90s, plans for new developments continue to be announced.

BT has won outline planning permission for a national centre to be located in Lincoln. Targeted to open in May next year, this could provide up to 600 jobs for staff handling residential fault reports.

In Belfast, Halifax is seeking planning consent for a £45M call centre that will generate up to 1500 jobs. Staff here will be handling telephone and internet banking transactions. Construction would start at the end of next year.

Orange and BT Cellnet also have active plans for extending their call centre operations.

With IT companies predicting that technology will automate many call centre operations in the future, property and facilities managers face difficult decisions about how far to go in meeting needs now.

Elliott Chase