Close call: International competition is anticipated to ease over the next five years

The Call Centres industry has exhibited moderate volatility over the past five years. The industry has continued to face a high level of competition from overseas operators, which benefit from lower wage and compliance costs and are therefore often able to provide cheaper services. However there has been growing demand from UK consumers for UK call centre services, which are considered ‘premium’. Rising IT and telecommunication adoption over the period has enabled UK firms alternative forms of communicating with customers, challenging the industry. Profit margins have fallen over the past five years due to rising internal and external competition putting pressure on service prices, however forecast falling electricity prices are expected to support margins in more.

Industry Statistics & Market Size
Annual Growth 14-19
Forecast Growth 19-24
Market Share of Companies

Industry Threats & Opportunities

  • The average industry profit margin has fallen due to rising internal and external competition
  • Many firms have reshored operations to improve the quality of customer service
  • Call centres will have to be prepared to adapt and invest in new forms of communication
  • Industry Report - Industry Key Buyers Chapter

    The industry has a low level of market share concentration, since the four largest players are estimated to account for 30.8% of industry revenue in 2018-19. Capita Customer Management is the largest player in the industry, accounting for approximately 17.3% of revenue. The global nature of the industry’s largest players has given them a competitive advantage.Industry concentration is expected to rise over the five years through 2018-19, as a number of larger players have taken on the contact centres of large corporations as they seek to outsource non-essential activities. Con...purchase to read more.

    Additional Insights for the Call Centres Industry

    IBISWorld identifies 250 Key Success Factors for a business.The most important for the Call Centres Industry are

  • Access to multiskilled and flexible workforce
  • Possession of accurate information
  • Ability to quickly adopt new technology
  • IBISWorld analysts also discuss how external factors such as Business confidence index and Real effective exchange rate in the Call Centres industry impact industry performance..

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    What's in this report

    What is the Call Centres Industry?

    Call centres provide in- and outbound telecommunication services to improve client relations, provide technical assistance, market goods or conduct opinion polls. The industry only includes outsourced work.

    Industry Products
  • Customer care
  • Technical assistance
  • Customer acquisition
  • Chasing arrears
  • Industry Activities
  • Answering calls and relaying messages
  • Providing technical assistance
  • Handling complaints
  • Conducting telemarketing
  • Verifying addresses
  • Placing orders
  • Table of Contents

    Industry Definition
    Main Activities
    Similar Industries
    Additional Resources
    Industry Statistics Snapshot
    Industry Structure
    Executive Summary
    Executive Summary
    Key External Drivers
  • Business confidence index
  • Real effective exchange rate
  • IT and telecommunications adoption
  • National unemployment rate

  • Current Performance
  • Referendum effect
  • Ringing out the old
  • Multichannel expansion
  • Managing margins
  • Chart: Revenue Growth

  • Industry Outlook
  • Technological developments
  • Cloud computing
  • Price competition
  • Table: Call Centres Industry Revenue Outlook

  • Industry Life Cycle
  • Life cycle reasons
  • Chart: Benchmarking - Call Centres Industry Lifecycle vs The Economy

  • Supply Chains
    Key Buying Industries
  • Wireless Telecommunications Carriers
  • Banks

  • Key Selling Industries
  • Computer & Peripheral Equipment Wholesaling
  • Office Equipment Rental & Leasing
  • Wired Telecommunications Carriers

  • Products & Services
  • Customer care
  • Technical assistance
  • Customer acquisition
  • Chasing arrears
  • Other
  • Chart: Call Centres Industry Products and Services Segmentation

  • Demand Determinants
    Major Markets
  • Other
  • Telecommunications sector
  • Finance and insurance firms
  • Government and non-profit agencies
  • Chart: Major Market Segmentation for the Call Centres Industry

  • International Trade
    Business Locations
    Chart: Business Locations by State
    Market Share Concentration
    Key Success Factors
    Cost Structure Benchmarks
    ProfitWagesPurchasesTelecommunications servicesRentDepreciationOther
  • Chart: Cost Structure Benchmarking – Sector vs Call Centres

  • Basis of Competition
    Internal competitionExternal competition
    Barriers to Entry
  • Table: Barrier to Entry Checklist for the Call Centres Industry

  • Industry Globalization
    Capita Customer Management Ltd,
  • Table: Capita Customer Management Ltd - financial performance

  • Capital Intensity
  • Chart: Level of Capital Intensity for the Call Centres Industry
  • Chart: Tools of the Trade: Growth Strategies for Success

  • Technology & Systems
    Revenue Volatility
  • Chart: Volatility vs Industry Growth

  • Regulation & Policy
    Industry Assistance
    Table: Industry Data for the Call Centres Industry
  • Industry Revenue (2010-2024)
  • Industry Gross Product (2010-2024)
  • Establishments (2010-2024)
  • Businesses (2010-2024)
  • Employment (2010-2024)
  • Wages (2010-2024)

  • Table: Annual Percentage Change for Key Industry Data
    Table: Key Ratios for Industry Key Data
  • When a company makes a call to someone they have had no previous contact with and who was not expecting to be contacted.
  • Customer Relationship Management (Crm)
  • A strategy for managing interactions with current and potential clients.
  • Upselling
  • The process of trying to persuade existing customers to upgrade their service or pay for additional services.
  • What Our Customers Say

    Why buy this report?

    The Call Centres market research report provides key industry analysis and industry statistics, measures market size, analyzes current and future industry trends and shows market share for the industry’s largest companies. IBISWorld publishes the largest collection of industry reports so you can see an industry’s supply chain, economic drivers and key buyers and markets.

    IBISWorld industry market research reports enable you to:
    • Find out about key industry trends
    • Identify threats and opportunities
    • Inform your decisions for marketing, strategy and planning
    • Quickly build competitive intelligence
    This report on Call Centres:
    • Provides Market Size information to assist with planning and strategic decisions.
    • Includes the necessary information to perform SWOT, PEST and STEER analysis.
    • Helps you understand market dynamics to give you a deeper understanding industry competition and the supply chain.
    • Analyses key performance and operational metrics so that you can benchmark against your own business, that of your customers’ businesses, or your competitors’ businesses.
    The Call Centres market research report includes:
    • Historical data and analysis for the key drivers of this industry
    • A five-year forecast of the market and noted trends
    • Detailed research and segmentation for the main products and markets
    • An assessment of the competitive landscape and market shares for major companies
    • And of course, much more

    IBISWorld reports on thousands of industries around the world. Our clients rely on our information and data to stay up-to-date on industry trends across all industries. With this IBISWorld Industry Research Report on Call Centres, you can expect thoroughly researched, reliable and current information that will help you to make faster, better business decisions.

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