Famed American journalist and three time Pulitzer award winner, author Thomas Friedman in his 2005 award winning book, “The World Is Flat: A Brief History of the Twenty-First Century” provided a detailed account of how technology in the modern age had disrupted erstwhile operating models of organizations globally. In this book, Friedman listed 10 key drivers – “flatteners”- that changed the way businesses operated globally in current times. Outsourcing and offshoring of services by businesses were listed amongst these 10 key drivers that helped businesses to remain agile in an increasingly competitive global marketplace where technology had blurred earlier notions of markets and geographies.
Call Centre Services are an important subset of the outsourcing and offshoring industry. In the past two decades organizations globally have reduced their operational costs and increased their profitability by outsourcing their non-core labour intensive tasks to low cost off-shore destinations like India, Philippines and Eastern European countries. These countries offered the advantage of trained human resources at half the costs compared to western economies without compromising on the quality of services. By partnering a call centre services provider in these countries, businesses were able to reduce their capital and operational expenses with ready to access call centre service infrastructure and human resources on a services or pay-as-you-use model.
The success of the international call centre industry can be attributed to continuous advancements in the field of telecommunications and technology. The offshoring and outsourcing model has not just benefitted leading global brands but also small and medium enterprises. Today, the global outsourcing industry is worth more than a trillion US dollars and continues to grow at a rapid pace.
According to a 2015 report by IBISWorld, the size of the UK call centre industry was estimated at USD 2 billion with an annual growth rate of 1.2%. Contact Babel that publishes an annual industry report put the number of operating call centres in UK during this period at 5840 units. These call centre UK services providers collectively employed more than 734,000 people and operated in 15 industry verticals. Amongst these industry verticals, finance was the highest employer employing more than 212,000 agents followed by retail & distribution, public services, IT, communications and utilities respectively.
Not many people are aware of the fact that the United Kingdom is historically considered as the birthplace of the call centre industry. It is here that the first b2b call centre was formally inaugurated by the Birmingham Press and Mail in the year 1965. This in-house call centre in UK successfully operated a primitive version of a modern day call centre using the most advanced technology of the time which was popularly known as Private Automatic Branch Exchange (PABX). PABX made it possible for businesses to manage multiple calls by bifurcating the calls to multiple extensions with the help of a human operator.
For close to a decade, PABX remained the most widely used technology by call centres in UK to manage their incoming calls. This was disrupted with the launch of Automatic Call Distributor (ACD) a new telecommunication technology developed by leading industrial automation company Rockwell in the year 1973. ACD was a computer operated technology that automated the process of call distribution thereby removing the need for a human operator. International call centres today use an upgraded version of this technology.
We are a pioneer of the UK call centre industry. Established in the year 2001, we have partnered more than 70 mid-sized businesses and several entrepreneurs in the United Kingdom to streamline their business operations and increase profitability with our best-in-class call centre services. Our 24 hour call centre services ensure that your business is accessible round the clock to your valued customers ensuring high customer satisfaction rates that translates into increased business from your clients. Our call centre UK services have been used by clients across multiple industries.
We possess an enviable track record of successful client partnerships and possess deep expertise in the following key industry verticals:
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