UK contact centre bosses will be hoping to follow the predicted growth for their US counterparts in 2010.
A new study has forecast a return to growth for US contact centres next year.
The ContactBabel report stated that employment in this industry has fallen by 3.9 per cent, or 200,000 jobs, in 2009.
However, things are expected to pick up next year, both in terms of employment and investment.
According to the study, headcount could grow by as much as 5.7 per cent in 2010, which would account for 290,000 contact centre jobs.
Steve Morrell, author of the report, explained that in many ways contact centres have not suffered as badly as other sectors, as a customer care cutback would negatively affect a firm's revenue and performance.
He added: "The general feeling, even in the contact centers that have decreased headcount, is that 2010 is expected to see a return to growth, certainly in headcount and, more tentatively, in IT investment as well."
This news feed has been brought to you by Direct Response Ltd, award winning providers of outsourced Help Desk & Support Solutions. For more information about how these are deployed and how they could benefit your organisation, please contact our business development team on 0800 011 4570. |
