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Contact Centre Market in Wales

Contact Centre Market in Wales. Why?. Establish current market Identify current practices Identify future needs Help Companies benchmark. Objectives. Identify key information to include: Company details Nature of Operation Business Activity Operational Details

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Contact Centre Market in Wales

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  1. Contact Centre Market in Wales

  2. Why? • Establish current market • Identify current practices • Identify future needs • Help Companies benchmark

  3. Objectives • Identify key information to include: • Company details • Nature of Operation • Business Activity • Operational Details • Employment - inbound, outbound and back office functions • Linguistic capabilities • salary benchmarks & benefits • Training • Recruitment and Attrition

  4. Worldwide call centre seats (000) 12000 10000 Middle East & Africa Asia-Pacific 8000 Central Asia Central & Eastern Europe 6000 Western Europe South & Central America 4000 North America 2000 0 1999 2000 2001 2002 2003 2004 Source: Pricewaterhousecoopers

  5. Call centre clusters in Europe 3% 3% 3% 6% UK Germany 9% 40% France Others Netherlands Denmark 15% Belgium Ireland 21%

  6. The Sector in Wales • 5000/5500 communication centres in UK • Wales -118 including pocket communication centres employing just under 24,000 people. • Survey completed by 94 • Largest cluster in South East Wales • 29 Towns in Wales have Call Centres with the greatest representation being seen in Cardiff and Swansea

  7. Regional Breakdown Distribution of Call Centres by Location Cardiff, 36% Other, 36% Newport, 9% Swansea, 19% Other - 26 Towns, clusters around Caerphilly, Bangor and Cwmbran

  8. The Sector in Wales • Financial Sector, Business Services and Telecomms followed by Public Sector/Government Agencies have the biggest representation. These sectors account for 60% of all centres • 55% handle customer enquiries via the internet • 76% have email capacity • The average size of employment is 250 • 18% of centres operate on a 24 hour basis - two thirds of these are in Cardiff

  9. Call Centre Sector Breakdown Telecomms or Travel & Transport, Communications, 9% 12% Banking & Finance, 26% Retail, 7% Other, 5% Business Services, Media & 12% Broadcasting, 4% Charity, 2% Manufacturing, 3% Energy & Utilities, 5% IT, 2% Government Agency, Healthcare, 4% 10%

  10. Call Centres in Wales by Employment • Employment numbers: Cardiff just under half of total employees in sector. • Companies in Cardiff just over one third. • Just under a fifth of all call centre jobs are based in Newport whilst the town has just under one in ten call centres located there. • Centres in Swansea represent just under one fifth of the Wales total whilst the share of employment is slightly lower at 13%. • 84% call centre jobs are full time positions • 16% part time

  11. Distribution of Call Centre Jobs in by Location Bridgend 1% Colwyn Bay, 1% Treforest, 1% Cwmbran, 1% Wrexham, 1% Merthyr Tydfil, 2% Other, 1% Newtown, 2% Portskewett, 3% Caerphilly, 3% Pembrokeshire, 4% Cardiff, 48% Swansea, 13% Newport, 18%

  12. Profiles • One in ten agents employed in the industry are exclusively outbound operators. • Almost eight in ten (78%) are exclusively inbound agents, whilst the remaining 12% undertake both inbound and outbound activities. • 14% of call centres in Wales indicate that they have staff with linguistic skills in the major European languages of French, German, Spanish and Italian or other languages • Welsh is spoken by just over 2% of employees in the industry

  13. Methods of Communication • Internet 55% • Email 76% • Fax 78% • Voice/phone 99% • Mail 83%

  14. Training • All centres responding indicate staff receive internal training • 59% said that staff receive external training • 75% offer induction training • 67% offer product knowledge • NVQ’s • level 1 - 26% • level 2 - 41% • level 3 - 38% • level 4/5 - 17%

  15. Welsh Salary Survey Trainees/Entry Level Agents - Salary Benchmarks 60% 50% 40% 30% 20% 10% 0% £7k-£9k £9k-£11k £11k -£13k £13k+ Inbound Outbound Source WDA/CCI research 2002

  16. Salaries - First level Call Level 1 Agents - Salary Benchmarks 60% 50% 40% 30% 20% 10% 0% £7k-£9k £9k-£11k £11k -£13k £13k+ Inbound Outbound Source WDA/CCI research 2002

  17. Salaries - Higher skilled/experienced staff Level 2 Agents - Salary Benchmarks 60% 50% 40% 30% 20% 10% 0% £7k-£9k £9k-£11k £11k -£13k £13k+ Inbound Outbound Source WDA/CCI research 2002

  18. Salaries - Technical support/senior staff Level 3 Agents - Salary Benchmarks 60% 50% 40% 30% 20% 10% 0% £10k-£12k £12k-£14k £14k -£16k £16k+ Inbound Outbound Source WDA/CCI research 2002

  19. Salaries - Team Leaders Team Leaders - Salary Benchmarks 60% 50% 40% 30% 20% 10% 0% £12k-£15k £15k-£18k £18k -£21k £21k+ Inbound Outbound Source WDA/CCI research 2002

  20. Salaries - Managers Managers - Salary Benchmarks 60% 50% 40% 30% 20% 10% 0% £18k-£24k £24k-£30k £30k -£38k £38k+ Inbound Outbound Source WDA/CCI research 2002

  21. Benefits % Bonuses 63% Health Cover 33% Non- 40% contributory Pension Overtime or 55% shift allowance Subsidised 48% products or services Company profit 26% share Share Option 39% Retail Vouchers 26% Other benefits 33%

  22. Welsh Attrition Survey Rate of Attrition 40% 35% 30% 25% 20% 36% 15% 20% 23% 10% 15% 5% 7% 0% <5% 5-10% 10-20% 20-30% 30%+ Rate of Attrition Bands Source WDA/CCI research 2002

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