Contact Centres Market Report 2013
Key Note Publications Ltd, January 2013, Pages: 163
The ongoing economic instability currently being experienced across the UK resulted in a small decline of 1.2% in the number of people employed in call centres and customer care in 2011; however, this followed a rise of 8.2% in 2010. Despite the decline observed in 2011, along with continued concerns that have plagued the economy in recent years, the contact centres market in the UK has continued to remain relatively robust, with total turnover estimated to have grown by 5.4% between 2010 and 2011. On top of this, over the past few years a number of companies have opted to transfer their contact centre operations back into the UK, following an initial trend to outsource to overseas firms observed during the early 2000s. Recruitment has been high in the North of the country, with many companies attracted by the low property rental prices and cheaper wage costs available within northern counties. This trend, termed ‘Northshoring’, is set to continue over the next few years, as more companies look to move their contact centres back to the UK following an increasing number of consumer complaints regarding miscommunication when talking to overseas call agents.
Another significant trend that has had a noticeable impact on the contact centres market in recent years is the move towards the ‘multichannel’, with many firms seeking to diversify and expand their operations by increasing the number of communications channels through which customers can contact them, with particular emphasis on e-mail, web chat, instant messenger (IM), short messaging service (SMS) and social media contexts. The popularity of the multichannel strategy has also led to a significant proportion of firms investing in upgrading their networking capabilities through the implementation of Internet Protocol (IP) telephony, allowing businesses to transmit voice and data over a single network in one place, also providing telephony services over the Internet free of charge or on a pay-as-you-go basis.
Other solutions, such as cloud-based services and self-service, have also continued to be explored by contact centre businesses in recent years, as companies seek to provide more efficient customer service solutions and look to keep costs low in the face of continued economic instability. However, these particular solutions have been slow to take off, as has the use of social media as a communications channel among contact centre operations, with many companies preferring the ‘watch and wait’ option in order to assess how best to invest and upgrade their business.
Growth is predicted by Key Note for the future of the contact centres industry. While this growth is likely to be driven by the ongoing trend towards northshoring and the continued dominance of the services sector within the UK, public-sector spending cuts are expected to continue as the Government continues to reduce the budget deficit. The continued economic difficulties in the country are also likely to limit growth. This could have significant repercussions for those working within the public sector.
Contact Centres 2013
Foreword
Executive Summary
Introduction
BACKGROUND
Methodology
DEFINITION
Strategic Overview
MARKET DYNAMICS
Issues for Callers
Issues for Contact Centres
Award Winners: CCA Excellence Awards
Market Size
Technology and Infrastructure
COMPETITIVE STRUCTURE
Industry Background
Structure
CONSUMER TRENDS
MARKET OUTLOOK
Work In Call and Contact Centres
INTRODUCTION
NUMBER OF EMPLOYEES
HOME WORKING - BENEFITS AND BARRIERS
STAFF TURNOVER IN CONTACT CENTRES
SALARY
TRAINING
In-House and Outsourcers
INTRODUCTION
OUTSOURCING
CUSTOMER SERVICE
Marketing and Outbound Calls
INTRODUCTION
OUTBOUND ACTIVITY
Call Blending
A Multichannel Strategy
LEGISLATION
Ofcom
Privacy and Electronic Communications Regulations
Contact Centre Software and Technology Solutions
INTRODUCTION
TELECOMMUNICATIONS NETWORK
HARDWARE COMPONENTS
CRM AND SOFTWARE SOLUTIONS
Call Recording
Dynamic Scripting
Interaction Analytics
Self-Service
Promotion and Consulting
CUSTOMERS OPTING OUT
EXHIBITIONS
RELATED TECHNOLOGY EVENTS AND EXHIBITIONS
INDUSTRY INFORMATION AND CONSULTING SERVICES
An International Perspective
INTRODUCTION
EUROPE, MIDDLE EAST AND AFRICA
Europe
Middle East
Africa
ASIA/PACIFIC
The Philippines
Australia
The PRC
NORTH AMERICA
Canada
The US
LATIN AMERICA
Brazil
Mexico
PEST Analysis
POLITICAL
Ofcom to Fine Silent Call Repeat Offenders Up To £2m
Amendments Made to the Privacy and Electronic Communications Directive
Citizens Advice Recommends Ban on PPI Cold Calling
ECONOMIC
General Economic Trends
SOCIAL
ICO Fines Spam Text Message Culprits Up To £500,
Call Centres Found to Be Taking Advantage of Low-Paid Prison Workers
TECHNOLOGICAL
Popularity of the Multichannel Contact Centre Continues to Grow
Virtual Contact Centres
Rollout ofG and Superfast Broadband in the UK to Boost Internet Protocol Telephony
Consumer Dynamics
INTRODUCTION
COMMUNICATION CHANNELS
Telephone
E-mail and Website Click-Throughs
Visiting a Main or Branch Office
Letter or Fax
Instant Messenger/Social Media
Demand for Flexible Communication Channels
PROBLEMS WITH AUTOMATED TELEPHONE SERVICES
Demand to Speak to Real Person Still High
Time Wasting
QUERIES AND COMPLAINTS HANDLING
Queries
Complaints
THE SUCCESS OF TELESALES
ISSUES WITH COMMUNICATION OVER THE PHONE
Competitor Analysis
INTRODUCTION
OUTSOURCERS
Capita PLC
CPM UK Ltd
Geoban UK Ltd
The Innovation Group PLC
Serco Group PLC
Vertex Data Science Ltd
SOFTWARE AND INFRASTRUCTURE SUPPLIERS
Aspect Software Ltd
Avaya UK Ltd
BT
Cisco
IBM Global Process Services
Mitel Networks Ltd
ONI PLC
Qas Ltd
Salesforce
The Future
THE RISE OF 'NORTHSHORING'
NEW CONTACT CENTRE MODELS TO BE TESTED
The 'Virtual' Model
The Social Business
SOCIAL MEDIA AND THE MULTICHANNEL
GROWTH IN STAFF RECRUITMENT FORECAST UP TO
Further Sources
Associations
Publications
General Sources
Government Publications
Other Sources
Understanding Consumer Survey Data
Number, Profile, Penetration
Social Grade
Standard Region
- Aspect Software Ltd
- Avaya UK Ltd
- BT
- CPM UK Ltd
- Capita PLC
- Cisco
- Geoban UK Ltd
- IBM Global Process Services
- Mitel Networks Ltd
- ONI PLC
- Qas Ltd
- Serco Group PLC
- The Innovation Group PLC
- Vertex Data Science Ltd
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