Irish call centre industry anticipates growth
According to Business and Leadership, the research carried out by Am'arach Research for the Contact Centre Management Association of Ireland (CCMA), with the support of the IDA and Enterprise Ireland, revealed that the sector employs more than 29 000 people, with a spread of over 100 contact centre operations nationwide.
The research was conducted in Q2 2011 and involved 52 participants in the contact centre, BPO and shared service market.
Careers Portal reveals that the contact centre sector is highly valuable to the Irish economy, and is in a significant period of growth.
Some 52% of respondents grew in absolute revenue terms in 2010 and encouragingly, 73% of companies who completed the survey stated that they expected to grow in terms of revenue over the next 2-3 years while 13% expected no change.
These figures showed very positive results against the backdrop of a challenging economic climate, and emphasise a focus on growth and business retention within the sector.
MD of the CCMA Dorothy O'Byrne says the sector was “confident and buoyant”, and companies had strong expectations of growth, reports the Irish Times
The contact centre sector was a “sizeable industry” and required Government support in the areas of skills development, funding for research and development and in IT infrastructure.
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