Welsh Contact Centre Forum Research Analysis August 2010 Welsh Contact Centre Forum ©

Welsh Contact Centre Forum

Research Analysis

August 2010Welsh Contact Centre Forum ©

Contact Centre Industry in Wales

Strategic Industry Map

(Updated Edition - August 2010)

BackgroundThe contact centre industry in Wales remains vibrant, with more than 28,000 people employed across the country – up by more than 5,000 since the last survey in 2006. The majority of centres are in the South, with the biggest concentrations in Cardiff, Swansea and Newport, though there are small clusters in Gwynedd and Dyfed. The centres cross an extensive range of sectors, with financial services, outsourcing and the public sector being the most prevalent. The most common function was inbound customer services – accounting for just under half. New tools have become widespread, with most companies reporting the use of email for enquiries, and some using web form enquiry.

MethodologyThe Strategic Industry Map shows the Welsh Contact Centre sectors and activities being undertaken. It demonstrates the percentage of jobs by sector and the primary functions undertaken by the employees within the centres. A regional breakdown of the primaryfunctions is shown along with a number of maps indicating locations and sectors.


Analysis of Companies by Sectors


Analysis of Companies by Sectors

Sector Company %age

Financial Services 35 25%Public Sector 27 19%Outsourcer 18 13%Telecoms 12 9%Retail 9 6%Media 8 6%Other 6 4%Legal 5 4%Utilities 5 4%

Police Service 4 3%Travel 4 3%Health 4 3%Charity 2 1%IT 1 1%Trade Union 1 1%

Grand Total 141


Analysis of Companies by Location and Sector


Analysis of Employees by Sectors

Sector Employees %ageFinancial Services 11585 40%Outsourcer 4504 16%Telecoms 3274 11%Public Sector 2788 10%Utilities 1922 7%Media 1863 6%Retail 1057 4%Health 559 2%Police Service 558 2%Other 168 1%Travel 149 1%Charity 116 0%Legal 102 0%Trade Union 50 0%IT 10 0%

Grand Total 28704


Analysis of Employees by Sectors


Analysis of Activities by Companies


Analysis of Activities by Companies

Primary Function Companies %age

Inbound Customer Services 57 49%

Shared Services Centre 16 14%

Outbound Customer Services 8 7%

Outbound Sales 8 7%

Inbound/Outbound Sales 8 7%

Advice Line 8 7%

Inbound Sales 5 4%

Telemarketing 4 3%

Credit Control 2 2%


Analysis of Companies by Location and Activity


Analysis of Activities by Employees

Primary Function Employees %age

Inbound Customer Services 18287 71.2%

Shared Services Centre 2915 11.4%

Inbound/Outbound Sales 1541 6.0%

Advice Line 851 3.3%

Credit Control 568 2.2%

Outbound Customer Services 556 2.2%

Outbound Sales 452 1.8%

IT Helpdesk 185 0.7%

Inbound Sales 171 0.7%

Telemarketing 153 0.6%


Analysis of Activities by Employees


Analysis of Companies by Regional Area


Analysis of Companies by Regional AreaRegions No. of Companies %age

South Glamorgan 53 38%

West Glamorgan 28 20%

Mid Glamorgan 17 12%

Gwent 15 11%

Dyfed 7 5%

Gwynedd 6 4%

Pembrokeshire 3 2%

Conwy 2 1%

Denbighshire 2 1%

Carmarthenshire 2 1%

Torfaen 1 1%

Flintshire 1 1%

Ceredigion 1 1%

Anglesey 1 1%

Shropshire 1 1%

Carmarthenshire 1 1%

Grand Total 141


Analysis of Companies by Location


Analysis of Companies by Location

Location Companies

Cardiff 47

Swansea 24

Newport 11

Carmarthen 6

Caerphilly 6

Bridgend 3

Pontypool 2

Colwyn Bay 2

St Asaph 2

Merthyr Tydfil 2

Treforest 2

Pembroke Dock 2

Bangor 2

Porthmadog 2

Other (1 per town) 28

Grand Total 141


Analysis of Outsourcers by Market

There are 18 outsourcers in Wales delivering a variety of services and functions – this is two more than was recorded at the last survey in 2006. Together they employ 4,504 people, which is 3,604 more than in 2006. The majority of roles are involved in inbound and outbound customer services, though other employers act as shared service centre, telemarketing and an IT helpdesk.


Analysis of Salary Ranges


Additional Analysis


Welsh Contact Centre Forum Research Analysis August 2010 Welsh Contact Centre Forum ©

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