contact centre market in wales
DESCRIPTION
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 - PowerPoint PPT PresentationTRANSCRIPT
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