The Latest in the UK Call Centre Industry

call centre

With 1 in 25 UK employees working in call centres, the industry seems only to have increased since its dip prior to 2010. It remains to be one of the most recruited for sectors in the UK, and as of 2012 was worth about 2.5 million to the UK economy (which has no doubt risen since then). It’s now in the top ten biggest employment areas in this country, and growth doesn’t seem to be set to decline.

There are now 5840 UK contact centres, with 734,000 positions for agents. Over half of people employed in a UK contact centre are working in a large one that employs 250 people or over, suggesting an increase in businesses outsourcing their contact centre needs to other companies. A large amount of companies in the past few years, including Santander and RSA, have moved their call centres back to the UK in an attempt to improve the customer service experience they offer. This also comes in conjunction with an increase in property prices in India, raising the cost for companies that have call centre bases there.

However, larger numbers of seats filled are not the only developments occurring in the call centre world. In the digital age, more people are leaning to alternative ways of interacting with customers outside of calls. For example, web chat rates have picked up considerably over the last few years, and they are predicted to grow by a further 24% by 2018. Further to this, in 2014, 16.4% of inbound call centre interaction was carried out via email, suggesting that other ways of communicating are taking favour.

Interestingly, call centres saw an average decline in outbound call action in 2014 also. This could be explained by the increase in inbound email and web interaction taking up more time for call centre employees than it previously has.

Overall, the call centre industry is still experiencing growth, and vacancies are still popping up frequently. To find out more about how to effectively recruit for call centre roles, get in touch with the eRecruit team today.


Stats taken from ‘UK Contact Centres in 2015′ by Contact Babel