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Home > Business > PTI > Report


UK call centres set to overtake India

May 07, 2004 10:46 IST
Last Updated: May 07, 2004 11:29 IST


Contrary to apprehensions in certain quarters, UK's call centre industry is healthy and is set to grow four times more than India, gaining around 200,000 jobs over the next three years, a study said on Friday.

The study commissioned by the department of trade and industry said, "The sector is healthy, and is set to employ over 1 million people by 2007, four times more than India in the same year."

Outsourcing and India: Complete Coverage

This is the first comprehensive report on the UK call centre industry, it was stated.

The industry has already grown by almost 250 per cent since 1995.

The findings from 'The UK Contact Centre Industry: A Study' said the quality of service in the UK call centres was high but the government and industry need to work to "improve perceptions" of the industry.

It said the skills of the call centre workforce needed further improvement - particularly "soft skills" like communication and customer service.

Customers, employees and trade unions should be consulted before moving call centres overseas, it said adding that the UK call centres should compete with offshore centres on the basis of improving quality rather than cost.

Trade and industry secretary Patricia Hewitt said the UK call centres are unbeatable in quality.

"The best British call centres are the best in the world, offering high value businesses, highly skilled professionals, but we need to bring the quality of the rest up to that of the best," she said.


© Copyright 2006 PTI. All rights reserved. Republication or redistribution of PTI content, including by framing or similar means, is expressly prohibited without the prior written consent.

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Number of User Comments: 4




Sub: Call Centre

Hi . I wanted to ask someone some fed back.I want to open a CALL CENTRE in Romania to cover languages like english, french. italian,german ...


Posted by Diana





Sub: UK Call Centre's

Sure!!! UK call centre's will overtake India if they opt for skilled professionals from INDIA :)))


Posted by Ben





Sub: callcentre oppurtunities

Indians are very intelligent.No wonder the call centre training centres are sprouting up like mushrooms in kerala, foreseeing the high opputunities abroad.But will ever the ...


Posted by meera vinayan





Sub: Outsourcing to India

UK Call Centers can never overtake India when it comes to Quality..and I stress NEVER!! The reason is simple. The average Briton employed in the ...


Posted by Sachin




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