Contact centre market comes of age

Positive signs of growth are evident in the contact centre industry according to niche specialist recruitment firm Teleresources Consultancy. First quarter results for the firm reveal permanent placements are up more than 40% from 2006 ñ and demand looks set to remain constant.

The market, like many others, has long been plagued by skill shortages; however, director Vanessa Forster is confident that the market has turned a corner:

ìPerceptions surrounding call centre work are changing. The industry has ëcome of ageí with a maturity and recognition that careers need to be supported. There are now clear progression opportunities and as a result, the calibre of candidates pursuing permanent positions has risen notably,î says Forster.

ìStrengthening of telesales and customer service functions remain key trends ñ whether it be through re-establishing off shore contact centres in the UK or increasing the number of operatives per site. There are clear advantages for those looking for flexibility and the onset of innovative home-working technology is further widening the pool of potential candidates in the market place,î she adds.

While shortages do remain, Forster stresses that employers need to look at transferable skills and promote career progression opportunities when recruiting: ìThe best candidates are looking for a good role they can really sink their teeth into ñ in a recent poll more than a third of call centre operatives indicated a desire to remain with an employer for five years or longer which may come as a surprise to those who focus on retention issues in the contact centre market.î

A close 11-year affiliation with the sales and contact centre market puts Teleresources Consultancy in a strong position to assess the industry and Forster is resolute that current changes are set to help the industry reclaim a strong footing as a desirable career path.