UK Contact Centre Industry Offshoring

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• UK Contact Centre Industry - Offshoring

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UK Government Study - 2004

• Key Findings
• The number of contact centre agents in the UK is
  forecast to grow from 500,000 at the end of 2003
  to almost 650,000 by 2007.
• Traditional UK manufacturing areas face a
  particular threat from off-shoring through
  expiring business leases and decreasing salary
  cost differentials.
• Staff accessibility, suitable buildings and a
  good pool of skilled, low-attrition staff are the
  most important factors in determining call centre
  location.

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• Key Findings
• Staff attrition is at manageable levels for most
  UK contact centres.
• The need for more training is widely felt, and
  the contact centre industry needs to be
  encouraged to use skills and qualifications
  frameworks.
• UK consumers generally have a negative attitude
  towards offshoring, and some have moved suppliers
  away from organisations which provide offshore
  customer service.

4

• Key Findings
• The majority of calls are dealt with successfully
  first time by UK contact centres a far higher
  proportion than is managed by Indian contact
  centres.
• Governments in offshore destinations have been
  keen to capitalise on the trend in offshoring and
  have provided tax breaks and other incentives.

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Key Conclusions and Recommendations

• Best practice standards for contact centres need
  to be adopted more widely to move the UK industry
  up the value chain and away from unsuccessfully
  competing on cost.
• In order to move up the value chain, the existing
  workforce needs to improve a wide variety of
  skills and capabilities.
• Organisations should be encouraged to consider
  all stakeholders, customers employees and unions
  in the whole business case prior to making
  offshoring decisions.
• More research on the advantages and disadvantages
  of offshoring should be considered to better
  inform business strategies.

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• Resources could be provided to careers offices
  and schools about career pathways and
  opportunities within the contact centre industry.
• Industry and government need to work together to
  promote the UK contact centre industry..