Contact Centres
RSS FeedJune 13, 2008
Despite suffering a sometimes negative press and public opinion, contact centres still remain one of the main driving forces behind Scotland's economic growth.
With its highly skilled workforce, and attractive locations, Scotland has become a world leader for contact centres and boasts some of the largest and most technologically advanced contact centres, servicing a range of world renowned organisations. Present figures indicate that a significant number of jobs - 60,000 - have been created courtesy of the contact centres sector, primarily within the central belt.
The jobs and economic prosperity which contact centres bring are occasionally overshadowed by the negative reactions amongst consumers over the number of contact centres an individual deals with on a daily basis.
In reality, contact centres have alleviated Scotland's unemployment rates through continuous recruitment and opportunity for promotion which exist in contact centres positions. In the financial sector alone the contact centres industry has generated around £5 billion a year - which is almost 6% of Scottish GDP!
Some of the attractions of Scotland, as cited by contact centres companies, are the skilled workforce, conditions for further expansion and attractive location. According to a recent survey, contact centres callers tend to place more trust in a friendly Scottish accent, as opposed to an organisation which has chosen to offshore their contact centres operations.
Despite the threat of offshoring, Scotland's contact centres industry continues to grow, and total job loss as a result of offshoring activities has not hit Scotland's contact centres as hard as other parts of the UK - possibly due to Scotland's early dominance within the contact centres industry.
It is clear from the figures that, without the vibrant and expanding call and contact centres industry, Scotland would be suffering economically and certainly the unemployment rates would be considerably higher.
Perhaps it's time that we appreciated the positive nature in which the contact centres industry has benefited the country.
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