Call Centres in UK Questionnaire

                           

Call Centres (Industrial Report) - UK Dissertation Questionnaire Writing Help

 

EXECUTIVE SUMMARY

1	In 2008, the number of call centres (including contact centres) in the UK is believed to have increased by a moderate 1% to 6324 centres. This is in contrast to stronger annual growth of between 3% and 6% recorded in the previous four years. Overall, the number of call centres is believed to have increased by 14% between 2004 and 2008. The more moderate development in 2008 is largely a reflection of the worsening economic conditions, resulting in an increased focus on cost cutting measures amongst companies, including call centre operations. However a downturn is believed to have been avoided, as a number of call centres continued to expand. Furthermore, the trend towards returning overseas call centre operations to the UK, as customer relationship management becomes a higher priority, has also sustained growth in UK call centre market.
2	Cost pressures and the offshoring of call centre services have been widely cited as a threat to the industry in the UK, with redundancies and closures of call centres in the country highly publicised during recent years. Nonetheless, MBD believe that the shift of jobs abroad has had little impact on the market, as supported by continued growth in the number of UK call centres. Furthermore, as a result of recent negative publicity surrounding high customer dissatisfaction levels with offshore call centres, an increasing number of  organisations have been returning call centre operations to the UK. Indeed, those companies that have brought call centre operations back to the UK, have reported increased customer satisfaction.
3	Customer expectations about knowledge availability have also increased, partly due to technological advances, while at the same time traditional marketing channels have become more fragmented, hindering the ability of suppliers reaching the customer base through traditional methods. These push and pull factors have ensured sustained growth in the UK market for call centres.
4	The number of agent places in UK call centres has increased in each year since 2004. Between 2004 and 2007, annual growth level remained relatively consistent at between 4% and 6%. This was followed by a more moderate increase of 2% in 2008, taking the number of agent places to 595 700.
5	The number of agent positions has increased at a slightly stronger rate than that of the total number of call centres, reflecting the trend for larger call centres. Indeed, the average number of agents per call centre has increased from 90.2 in 2004 to an estimated 94.2 in 2008. Nonetheless, the number of agent places is believed to understate the total number of employees in the industry, as many centres operate a shift system, often operating a 24-hour service, resulting in more than one employee filling an individual workstation.
6	The telecommunications sector accounted for the largest share of call centre agent places throughout the period under review. Indeed, in 2008, the proportional importance of the sector reached an estimated 17%, equivalent to 101 100 places.
7	Agent places in the services sector increased year-on-year between 2004 and 2008. In the latter year, the number of places reached an estimated 98 200, representing growth of 2% in the year and of 19% compared with 2004. The sector includes a high proportion of business-to-business call centres, but also covers consumer sectors.
8	The proportional importance of the banking sector has remained relatively static at around 6%. Between 2004 and 2007, the number of places increased by a cumulative 23%. However, in 2008, the number of places is believed to have declined by 4% to 35 700, reflecting the deteriorating economic conditions and the crisis in the financial sector.
9	The ‘other’ sector comprises a number sectors including the likes of printing & publishing, entertainment & leisure, private medical, engineering & construction etc. The number of agent places reached an estimated 28 700 in 2008, representing a 5% share of the total number of agent places.
10	In 2008, the number of agent places in outsourced call centres increased by an estimated 12% to a peak of 77 600. This follows growth in the previous four years, with the number of agent places increasing by a cumulative 35% between 2004 and 2007. Furthermore, the proportional importance of outsourced agent places to the total number of places increased from 10% in 2004 to an estimated 13% in 2008. Growth in the use of outsourced centres during recent years, partly reflects growth in the financial services, telecommunications and retail sectors. Furthermore, the recent increase in business associated with the energy & utilities, healthcare, travel & tourism and public sectors is also believed to have had a positive impact on demand. Furthermore, outsourced call centres could potentially benefit from the economic downturn, as companies are looking to cut internal costs and are therefore more likely to choose more cost-effective outsourced options.
11	In 2009, the number of call centres in the UK is anticipated to decline by a moderate 1% to 6254. This is largely due to the current economic downturn resulting in an increased focus on cost cutting measures by companies, which is likely to lead to the closure of a number of call centres. However, the outsourced call centres sector could benefit from the current economic climate, as companies are focussing on reducing internal costs this represents opportunities for outsourcing companies offering cost-effective solutions. Between 2010 and 2013 the number of call centres is expected to increase, with annual growth levels anticipated to fluctuate between 2% and 4%. In 2013, the number of call centres is forecast to reach 7038, equivalent to overall growth of 11% compared with 2008. The sectors with the strongest growth potential for call centres are expected to include energy & utilities and the public sector.
12	Growth in the market is believed to reflect the continued emphasis on Customer Relationship Management. Although further growth in offshoring is projected, this is also anticipated to be at more moderate levels than in recent years, partially reflecting companies’ increasing awareness of customer dissatisfaction with service levels received in offshored call centres.
13	An element of growth is expected to arise from Customer Interaction Centres, with an increase anticipated in companies offering Email response services, and web-based interactivity in real time, in support of telephone services. Such services are increasingly regarded as the norm by customers and the trend has been fuelled by the growth in e-commerce.
14	The number of agent places in UK call centres is projected to decline by 2% in 2009. This is expected to be followed by growth in the following four years, although annual growth levels are not expected to exceed 4%. In 2013, agent positions are anticipated to reach 662 344, equivalent to growth of 11% compared with 2008.
15	Productivity gains are also expected within call centres, partly due to technology advances in outbound calling. However, there are concerns productivity levels will decline following the introduction of the Ofcom regulations. With particular reference to dropped or abandoned calls remaining below 3% in a 24 hour period, predominantly a result of automatic diallers, call centres may either have to increase employee numbers or invest in technology that ensures they adhere to the regulations.
16	However, the industry has a reputation for stress and resultant high staff turnover, although this will possibly improve due to the EU charter for employers and workers in the call centre, which was published in 2004. The trend for companies to outsource their call centre operations to lower cost countries is also set to continue, albeit at a more moderate rate than in recent years, reflecting increased industry awareness of customer dissatisfaction, which may take employment away from UK agents.
17	Despite the adverse economic conditions, the number of agent places in outsourced call centres, is expected to continue to increase in 2009. Indeed, MBD believe that the outsourced sector may benefit during the downturn, as outsourcing often represents a more cost-effective option to companies. Overall the number of agent places in outsourced call centres is expected to increase by a cumulative 35% between 2008 and 2013, reaching an estimated 104 700 in the latter year. The proportional importance of outsourced places is also anticipated to increase from 13% in 2008 to 16% in 2013.
18	The pace of software change in the call centre industry has effectively increased the perceived risk of investment in the sector by many in-house companies, who fear investing in technology which will be superceded by more powerful systems in the short term. This has allowed the opportunity for outsourced suppliers to adopt an added value sector by maintaining state-of-the-art technology. MBD believe that the outsourced industry will increasingly focus on providing added value services. If you want Dissertation Questionnaire on Call Centres in UK, than contact Mahsagar Publications.