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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."
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.