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Managing Reward and Performance in Call Centres

Suff P, Reilly P, Mercer M | HR Network Paper MP51 | Institute for Employment Studies | Aug 2005

In the early 2000s the UK call centre industry employed around 850,000 workers in more than 6,000 centres. And although there were fears that 'offshoring' - that is, moving operations to lower-cost countries, such as India and South Africa - would lead to a fall in employment levels, the UK industry continued to expand.

A report commissioned by the Department of Trade and Industry (DTI) found in 2003 that employment in the UK call centre industry had risen by 250 per cent since 1995, and was continuing to add tens of thousands of agent positions each year.