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

As the UK de-industrialised over the past twenty-five years, many new jobs were created in the service sector. Part of this major structural change involved the development of call centres, handling the customer service operations of businesses in, for example, the rapidly-growing financial services sector of the economy. But what do these centres actually do? Are they the modern equivalent of the 'sweatshops' of the early industrial period? Are the jobs they provide worth having? And what competitive forces threaten the success of the UK call centre industry, as firms are able to relocate operations overseas? In this 'Argument' our two talking heads consider whether the UK will be 'always on call'.

They're the new sweatshops. Better off overseas!

We rely on these jobs, let's keep 'em!

	Where are you off to then?
			Got to go and pick Dwayne up from work.
	He still down Tesco's?
			Nah, got a job down the call centre.
	Oh right, I'll probably have him dealing with my bank account problems then.
			They still allowing you to have one of them?
	Funny! No, I reckon someone was watching me key in my chip and pin number down the shops the other day - got me thinking, what if...
			What if someone's about to take a Caribbean holiday out of your hard-earned?
	Exactly! Anyway, will you be back in time for a pint later?
			Expect so, Dwayne'll probably be stood outside, seeing to his nicotine habit by the time I get down there.
	They're all the rage, these call centres aren't they?
			Reckon it's big business here.

How big is the UK call centre industry?

	You're right. That's a major industry here, since they shut down the steel works.
			Yep. Don't know how long Dwayne'll stick it for though. He's being trained at the moment. Not sure he'll like it.
	What do they have to do then?

What do call centres actually do?

	Sounds like he'll get trained up just in time to have his job moved to India. What a waste of time!
			That's what I told him! Should have stuck with the shop work. People always need to buy food, don't they?
	Suppose so. Anyway, no job's safe any longer. It'll all be going online in the future, I reckon.
			That's a point. I forgot that all my bank account enquiries get dealt with on the Web these days. Wonder how safe his job really is.

Why aren't all call centre operations based on the Internet?

	Might not happen to Dwayne after all, then. How long has this call centre been running?
			Since the council decided to offer them that plush new office block down the business park on the cheap.
	That's nice. Don't suppose they'd have set up in a place like this otherwise?

Where are UK call centres located?

	Sounds like Dwayne should be worried.
			Think that applies to us all. That call centre's one of the few things making any money for this area.
	Yeah and they'll be off overseas, given the chance.

Any examples of offshoring going on in practice?

	Oh right! What was Dwayne doing down Tesco's? IT support?
			Think they called it 'ambient' customer service.
	What does that mean: getting the music right?
			No, think it meant shelf-stacking! Anyway, don't reckon the call centre will up-sticks any time soon. Dwayne was told they're here to stay for years.
	Don't understand that, not when they could get away with paying far lower wages somewhere else.
			They might have other reasons for being here.

If it's such a good idea, why aren't all firms trying it?

	Oh I see. It's not quite as simple as I thought.
			Nothing's ever as simple as you think!
	Thanks for that. All Dwayne's mates down this call centre then?
			Don't think so. He says there's a real mix of people there, mostly young-ish though.

What sort of people work in call centres?

	£12 to £13K? Sounds like he'd want to keep up his Tesco job too, unless he likes being skint.
			He says he wants to stay until they make him a supervisor. Then he'll see some proper money.
	Yeah, if they're still there by that time!
			They say they're thriving and don't need to move.
	How can a business thrive just by answering phone calls from the likes of me?

How can UK call centres continue to be successful in future?

	So it's not your typical sweatshop then?
			Nah. Dwayne says they all have to wear suits and that.
	Must have cost you.
			Well you know, thought it was a good investment for the future.
	Yeah, especially when he needs it to wear to his next job interview.
			I told you, they say there's no need to worry about the call centre being relocated.

What's so attractive about relocating to India anyway?

			There you go. It's not all about wages.
	No I suppose not. But, no offence, Dwayne's got three GCSEs hasn't he? Your average student in India's much better educated than that these days.
			Three GCSEs and a Business GNVQ.
	Maybe there are other places they'd like to relocate to. Could all work out nicely, if they choose to go to Barbados we could join Dwayne out there!
			Dream on! Anyway, that's probably where your current account's gone, if that person saw your pin number earlier!
	Aaargh! Forgot about that.

What other options are there for organisations wanting to set up call centres?