5 years ago…Lunn Poly sets up call centre creating 1,000 jobs

10.08.1999: UK travel agent Lunn Poly is creating 1,000 jobs in Scotland to staff a new call centre dealing with enquiries for Lunn Poly Direct.

The new service will offer direct sales and ecommerce to support the company's fleet of high-street shops. It will start life in Callpoint Europe in Glasgow before moving to purpose-built premises to the west of the city.

The project was won by investment body Locate in Scotland.

10.08.2004: The whole UK call centre industry had been consumed by the offshore outsourcing debate as a succession of high street banks and insurance companies have moved some of their customer contact centres to India.

While the companies say offshoring not only reduces costs but improves customer service, the trade unions complain it is a cynical exploitation of cheap overseas labour that results in job losses in many UK communities.

Of course, it's not as clear cut as that. While question marks remain over some aspects of offshore call centre quality of service, research has highlighted failings in UK call centre service as well.

And just last week one new reports highlight a new trend for 'nearshoring' call centres to the former Eastern bloc countries, while another piece of research claims UK call centre growth is set to continue at a healthy rate for a few more years to come, despite the impact of offshoring.

For more insight, analysis and news on the offshore outsourcing debate click here.