Feeds

UK call centres 'unbeatable'

DTI report backs 'quality' UK sector

  • alert
  • submit to reddit

3 Big data security analytics techniques

Companies need to think hard and long before shunting call centre jobs overseas, according to a report commissioned by the Department of Trade and Industry (DTI). Instead of just focusing on the potential cost savings of shifting call centre operations overseas, businesses also need to balance this against the quality and skills of UK workers.

According to the report, The UK Contact Centre Industry: A Study: "UK call centres should not compete with offshore contact centres on the basis of low costs alone, but they can by improving quality, demonstrating a viable alternative to the inherent risks of offshoring."

Said Secretary of State for Trade and Industry Patricia Hewitt: "Others [overseas call centres] are unbeatable on cost, but we are unbeatable on quality. The best British call centres are the best in the world, offering high value businesses, high skill professionals, but we need to bring the quality of the rest up to that of the best."

The report [pdf] also suggests that customers, employees and trade unions, should be consulted before decisions are made to offshore call centres. Despite a string of press reports about call centre jobs being exported to countries such as India, the report maintains that the UK's call centre sector is "healthy" and set to employ more than one million people by 2007.

The Government decided to carry out a study of call centres in December following growing concerns about job losses and the threats posed by the global economy. In February, Shadow Chancellor Oliver Letwin blamed "crackpot" VAT laws for encouraging British firms to outsource jobs to foreign countries. ®

Related stories

Ex-Dixons staff 'kicked in the teeth'
60 face axe at Dixons call centre
Offshore analysts speak with forked tongue
Indian call centres pose security risk
Job fears raised as Demon offshores tech support to India
Crackpot VAT laws aid offshoring Tories
BT call centre worker suspended over eBay ad

Top three mobile application threats

More from The Register

next story
Dropbox defends fantastically badly timed Condoleezza Rice appointment
'Nothing is going to change with Dr. Rice's appointment,' file sharer promises
Audio fans, prepare yourself for the Second Coming ... of Blu-ray
High Fidelity Pure Audio – is this what your ears have been waiting for?
MtGox chief Karpelès refuses to come to US for g-men's grilling
Bitcoin baron says he needs another lawyer for FinCEN chat
Record labels sue Pandora over vintage song royalties
Companies want payout on recordings made before 1972
Zucker punched: Google gobbles Facebook-wooed Titan Aerospace
Up, up and away in my beautiful balloon flying broadband-bot
Apple DOMINATES the Valley, rakes in more profit than Google, HP, Intel, Cisco COMBINED
Cook & Co. also pay more taxes than those four worthies PLUS eBay and Oracle
Number crunching suggests Yahoo! US is worth less than nothing
China and Japan holdings worth more than entire company
prev story

Whitepapers

SANS - Survey on application security programs
In this whitepaper learn about the state of application security programs and practices of 488 surveyed respondents, and discover how mature and effective these programs are.
Combat fraud and increase customer satisfaction
Based on their experience using HP ArcSight Enterprise Security Manager for IT security operations, Finansbank moved to HP ArcSight ESM for fraud management.
The benefits of software based PBX
Why you should break free from your proprietary PBX and how to leverage your existing server hardware.
Top three mobile application threats
Learn about three of the top mobile application security threats facing businesses today and recommendations on how to mitigate the risk.
3 Big data security analytics techniques
Applying these Big Data security analytics techniques can help you make your business safer by detecting attacks early, before significant damage is done.