Wales Contact Centres Rated As Top in UK
Wales boasts the best environment for contact centres in the UK according to the industry’s most respected annual report.
Wales has come top in the UK regional rankings in this year's UK Contact Centre Decision-Makers’ Guide which studies the performance, operations, technology and HR aspects of all UK contact centre operations.
The guide is written by ContactBabel, the world’s leading analyst firm for the contact centre industry, and is the largest and most comprehensive study available of all aspects of the UK contact centre industry. The report covers all elements of customer contact such as quality, customer satisfaction, salaries, staff attrition and absence, technology, multimedia, cost savings and strategy.
The contact centre industry in Wales is worth c£400m a-year and employs around 28,000 people across 29 towns and cities.
Sandra Busby, Managing Director of the Welsh Contact Centre Forum said: “This ranking is great testament to the outstanding excellence of employers and employees in Wales’ contact centre industry. It demonstrates the pursuit of excellence in an industry which continues to play a very important role in the economy of modern Wales. These economic benefits are due in no small part to the high calibre both of the people employed in the industry and the employers we have managed to attract to set up business here.
“We have witnessed a steady growth in the industry over the past decade and the contact centre industry in Wales provides a great proposition for local, national and international companies. We are working towards transforming the public perception of the industry, communicating that the modern contact centre is skills-based, high performance and technologically advanced offering excellent customer service. Contact centres should be recognised as performing a vital function – and performing it well.”
Steve Morrell, Principal Analyst at ContactBabel said: “Wales has done a great job in nurturing its growing contact centre industry. It outperformed the national average in six of the seven categories and was in the top 3 in three of these: the availability of employees, the quality of support from the regional development agency, and the quality of transport links. Choosing a contact centre location is a complex business, so our annual report has become the bible for those looking for a UK location.
“Based on detailed analysis of hundreds of UK contact centres, the UK Contact Centre Decision-Maker's Guide is the definitive study of the UK contact centre industry and contains reliable, detailed statistics and analysis on every element of the market, from HR to technology, strategy, performance and of course, location.”
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