Feeds

UK call centres 'unbeatable'

DTI report backs 'quality' UK sector

  • alert
  • submit to reddit

Top 5 reasons to deploy VMware with Tegile

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 5 reasons to deploy VMware with Tegile

More from The Register

next story
I'll be back (and forward): Hollywood's time travel tribulations
Quick, call the Time Cops to sort out this paradox!
Musicians sue UK.gov over 'zero pay' copyright fix
Everyone else in Europe compensates us - why can't you?
Megaupload overlord Kim Dotcom: The US HAS RADICALISED ME!
Now my lawyers have bailed 'cos I'm 'OFFICIALLY' BROKE
MI6 oversight report on Lee Rigby murder: US web giants offer 'safe haven for TERRORISM'
PM urged to 'prioritise issue' after Facebook hindsight find
BT said to have pulled patent-infringing boxes from DSL network
Take your license demand and stick it in your ASSIA
Right to be forgotten should apply to Google.com too: EU
And hey - no need to tell the website you've de-listed. That'll make it easier ...
prev story

Whitepapers

Go beyond APM with real-time IT operations analytics
How IT operations teams can harness the wealth of wire data already flowing through their environment for real-time operational intelligence.
Why CIOs should rethink endpoint data protection in the age of mobility
Assessing trends in data protection, specifically with respect to mobile devices, BYOD, and remote employees.
A strategic approach to identity relationship management
ForgeRock commissioned Forrester to evaluate companies’ IAM practices and requirements when it comes to customer-facing scenarios versus employee-facing ones.
Reg Reader Research: SaaS based Email and Office Productivity Tools
Read this Reg reader report which provides advice and guidance for SMBs towards the use of SaaS based email and Office productivity tools.
Protecting against web application threats using SSL
SSL encryption can protect server‐to‐server communications, client devices, cloud resources, and other endpoints in order to help prevent the risk of data loss and losing customer trust.