More on the call centre debate

This is turning into a two-horse race, with daily opportunities to bet on the good news or the bad news.

Orange has announced plans to create up to 1000 jobs with its eighth call centre, scheduled to open in Plymouth in a year's time.

On the other hand, predictions that the call centre phenomenon is set to be short-lived continue to flow. Most at risk seem to be the 'take the call and answer the question' operations, since technology can probably do the same job. With a more secure future are the multi-function call centres. The operator Cogent, for example, also intends to create 1000 jobs, this time in Lanarkshire offering a service package combining telephone, fax, e-mail and e-commerce in a range of languages.

Meanwhile, labour market specialist Incomes Data Services has completed its latest study of this sector. In a reflection of the current demand for call centre staff, pay rates have been rising ahead of the national average. But 40% of employers report a problem with staff turnover. The most common reason for leaving the job is said to be the intensity of the work.

Elliott Chase