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Always On Call? The Competitiveness of the UK's Call Centre Industry

How big is the UK call centre industry?

At the end of 2003 there was a total of 790,000 people employed directly in the UK call centre industry:

• Customer service agents
• Telesales staff
• Management
• Support functions

The industry comprises more than 5,300 call centres and almost half a million customer service agents.

Forecasts indicate that by 2007 the industry will employ approximately 650,000 agents and more than one million staff directly. This growth is likely to be generated by existing call centres becoming larger, rather than developing new ones.

The largest sector for call centre operations is financial services, accounting for more than twice the number of call centre employees than the next largest contributor.

Image copyright: Carl Dwyer, stock.xchng

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