The Call Centre industry has evolved rapidly and will continue to do so as it adapts to global business demands. Customer behaviour, advanced technology, relentless competition and economic pressures are shaping the future landscape for this industry.

Over 1 million people work within the call centre industry, which represent 3.5% of the UK’s workforce. The highest percentage of workers in call centres is located in the old traditional regions of Scotland, North East England, Yorkshire and North West England, accounting for 5% of the workforce. The lowest percentage of the call centre workforce is situated in London.

As the industry operates with high attrition rates, recruitment of temporary agency workers must be swift with precise candidate match.