UK Outsourced Contact Centres: Market insight report

Date: 2015-11

“The contact centre industry is relatively young. It grew rapidly over the past couple of decades but has been impacted by recent, less certain, economic conditions. Its working practices have continued to fall under scrutiny. This report reviews the UK contact, or call, centre industry. It quantifies the market size and historical growth rates while reviewing key factors behind these figures and exploring drivers of profitability. It also analyses drivers of industry growth – including relevant macroeconomic indicators and factors which determine volume and price for contact centres – setting out historical trends and forecasts.

It is intended for contact centre and business process outsourcing companies themselves as well as investors, banks, analysts, consultants and other parties with interests in the sector.

This report is based on
– Publicly available data including company annual reports, websites, press releases and government statistics
– Interviews with senior-level contacts in the market
– In-depth analysis of the macroeconomic environment and other relevant market drivers
Information from these sources has been synthesised and presented clearly and concisely with extensive use of charts and tables to illuminate points and support conclusions. ”


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