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– Employment - inbound,

outbound and back office functions

– Linguistic capabilities– salary benchmarks & benefits– Training– Recruitment and Attrition

Worldwide call centre seats (000)

0

2000

4000

6000

8000

10000

12000

1999 2000 2001 2002 2003 2004

Middle East & Africa

Asia-Pacific

Central Asia

Central & Eastern Europe

Western Europe

South & Central America

North America

Source: Pricewaterhousecoopers

Call centre clusters in Europe

UKGermanyFranceOthersNetherlandsDenmarkBelgiumIreland

3%

3%

6%

3%

40%

21%

15%

9%

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

Regional Breakdown

Distribution of Call Centres by Location

Cardiff, 36%

Newport, 9%Swansea, 19%

Other, 36%

Other - 26 Towns, clusters around Caerphilly, Bangor and Cwmbran

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

Call Centre Sector Breakdown

Banking & Finance, 26%

Business Services, 12%

Charity, 2%

Energy & Utilities, 5%Government Agency,

10%Healthcare, 4%

IT, 2%

Manufacturing, 3%

Media & Broadcasting, 4%

Other, 5%

Travel & Transport, 9%

Telecomms or Communications,

12%

Retail, 7%

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

Distribution of Call Centre Jobs in by Location

Cardiff, 48%

Newport, 18%

Swansea, 13%

Pembrokeshire, 4%

Caerphilly, 3%

Portskewett, 3%

Newtown, 2%

Merthyr Tydfil, 2%

Cwmbran, 1%

Colwyn Bay, 1%Bridgend

1% Treforest, 1%

Wrexham, 1%

Other, 1%

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

Methods of Communication

Internet 55%

Email 76%

Fax 78%

Voice/phone 99%

Mail 83%

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%

0%

10%

20%

30%

40%

50%

60%

£7k-£9k £9k-£11k £11k -£13k £13k+

Trainees/Entry Level Agents - Salary Benchmarks

Inbound Outbound

Welsh Salary Survey

Source WDA/CCI research 2002

0%

10%

20%

30%

40%

50%

60%

£7k-£9k £9k-£11k £11k -£13k £13k+

Level 1 Agents - Salary Benchmarks

Inbound Outbound

Salaries - First level Call

Source WDA/CCI research 2002

Salaries - Higher skilled/experienced staff

Source WDA/CCI research 2002

0%

10%

20%

30%

40%

50%

60%

£7k-£9k £9k-£11k £11k -£13k £13k+

Level 2 Agents - Salary Benchmarks

Inbound Outbound

Salaries - Technical support/senior staff

Source WDA/CCI research 2002

0%

10%

20%

30%

40%

50%

60%

£10k-£12k £12k-£14k £14k -£16k £16k+

Level 3 Agents - Salary Benchmarks

Inbound Outbound

Salaries - Team Leaders

Source WDA/CCI research 2002

0%

10%

20%

30%

40%

50%

60%

£12k-£15k £15k-£18k £18k -£21k £21k+

Team Leaders - Salary Benchmarks

Inbound Outbound

Salaries - Managers

Source WDA/CCI research 2002

0%

10%

20%

30%

40%

50%

60%

£18k-£24k £24k-£30k £30k -£38k £38k+

Managers - Salary Benchmarks

Inbound Outbound

Benefits %

Bonuses 63%

Health Cover 33%

Non-contributoryPension

40%

Overtime orshift allowance

55%

Subsidisedproducts orservices

48%

Company profitshare

26%

Share Option 39%

Retail Vouchers 26%

Other benefits 33%

Welsh Attrition Survey

Source WDA/CCI research 2002

36%20% 23%

15%

7%

0%

5%

10%

15%

20%

25%

30%

35%

40%

<5% 5-10% 10-20% 20-30% 30%+

Rate of Attrition Bands

Rate of Attrition