The number of large-scale call centres in Scotland is set to fall by 22 per cent in 2003 according to Mitial Research. The closure of 52 large-scale call centres which provide telephone-based customer service for utilities, financial organisations and hotel, travel and leisure companies is anticipated following Mitial’s survey of companies that operate these facilities.
“The decline is the result of a classic market shakeout – there are simply too many call centres providing too much capacity. The call centres that are best-placed to survive are those that can compete on quality rather than price,” said Mike Allen, managing director of Mitial Research.
In addition to overcapacity in the UK, Mitial Research also attributes the anticipated decline to the transfer of call centres to overseas locations to India and South Africa, improvements in commercial websites which require less telephone contact between companies and their customers and to the general economic downturn which has reduced overall demand for services