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Staff deserting UK call centres
News The mean UK call centre attrition rate is now 32 per cent, according to the fifth annual UK Contact Centre Operational Review report by industry analyst ContactBabel. Steve Morrell, principal analyst at... [19 Nov 2007]
Blighty call centres boom in face of offshore threat
News The UK Contact Centres in 2007: The State of the Industry report by analyst ContactBabel shows the UK call centre industry grew by six per cent last year and is now worth £20.6bn. Steve Morrell, principal analyst at... [10 Apr 2007]
High staff churn hits UK call centres
News The UK call centre industry is struggling to cope with high staff churn as attrition rates rise for a fourth consecutive year to a high of 23 per cent, according to a new report by analyst ContactBabel. [28 Sep 2006]
UK call centres grow despite offshore threat
News The UK Contact Centres in 2006: The State of the Industry report, by analyst ContactBabel, shows the UK call centre industry grew by 5.5 per cent in 2005. Steve Morrell, principal analyst at... [14 Feb 2006]
Banks get most call centre customer complaints
News The third annual UK Contact Centre Operational Review by analyst ContactBabel found that 85 per cent of callers to public sector call centres gave them the maximum customer satisfaction rating possible. [10 Oct 2005]
Call centres lag behind on IP adoption
Comment A mere eight per cent of all contact centres in the UK have deployed a pure IP solution, while only a further 27 per cent have deployed a hybrid IP/TDM solution, according to analyst house ContactBabel. [01 Feb 2005]
UK call centres still booming despite offshoring threat
News Earlier this year a survey by ContactBabel claimed most call centre jobs will remain in the UK. The UK call centre industry is still showing strong growth despite the threat from offshoring, but problems still remain... [05 Oct 2004]
Majority of call centre work 'to remain in UK'
News UK Contact Centres in 2004: The State of the Industry by analyst firm ContactBabel predicts there will be a gain of over 150,000 jobs over the next three years, bringing the total UK call centre workforce to over one... [05 Aug 2004]
Offshoring: How to deal with customer backlash
Comment But it is the customer backlash that is now gaining prominence, with a controversial report by call-centre industry analysts ContactBabel claiming it would need only a small percentage of customers to switch allegiance... [05 Jul 2004]
Swinton insurance snubs offshoring
News This is part of a 'British and proud of it' marketing position to cash in on the backlash that UK call centre analyst firm ContactBabel has highlighted. Insurer Swinton has joined the anti-offshoring bandwagon, claiming... [01 Jun 2004]
UK customers defect over offshore call centres
News The report by call centre industry analysts ContactBabel also found that customer defections were highest in the telecoms and insurance sectors and that Scottish people were most likely to switch supplier. [11 May 2004]
Only a consumer backlash can halt call centre offshoring
News The study was carried out by an industry consortium comprising CM Insight, the Call Centre Association and research firm Contactbabel. A consumer backlash is the only thing that will prevent UK firms moving call centres... [06 May 2004]
Now Abbey moves 400 call centre jobs to India
News Recent research by ContactBabel has also warned of a customer backlash against firms that move jobs offshore. Abbey is the latest UK bank to announce a major offshoring move that will see about 400 call centre jobs moved... [14 Jan 2004]
Nationwide snubs Indian call centres in favour of UK
News Back in December, Steve Morrell, principal analyst at ContactBabel, warned of a customer backlash against firms who move jobs to India resulting in a trend of 'British and proud of it' companies trying to take advantage. [12 Jan 2004]
Unions push EU for Indian jobs investigation
News But a study by analyst ContactBabel last week warned that companies who offshore may face a customer backlash. Unions are calling on the EU to investigate the impact of offshore outsourcing IT jobs on the European economy. [09 Dec 2003]
