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News - 4 October 2005
|Off-shoring call centre work exaggerated?|
Off-shoring – the pudding that was over-egged?
Despite high profile switches to overseas locations, call centres are enjoying robust growth in the UK with nearly 60% increasing their employee numbers. Has the gloom and doom over off-shoring (see earlier stories in knowledgebase) been exaggerated?
Not only has employment in the sector increased dramatically but also 50% of firms expect to take on more staff in the coming year. The exact number of employees is difficult to gauge because the definition of a call centre is quite wide but the Department of Trade & Industry estimates a workforce of over half a million.
A recent survey of over 100 operators by Incomes Data Services (IDS) found that 88% had no intention of off-shoring. The industry suffers from high staff turnover and attrition with 22% of all staff leaving call centre companies either to seek employment in another sector or to switch to another operator. Also the average annual sickness leave is fourteen days per annum compared to a national average of just seven days. The average call centre wage in 2004 was £13,600 but bonus entitlements for good performance are almost an industry standard.
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