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UK contact centres predict 6.8% growth in headcount in 2011

Posted on Nov 25 2010
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The general feeling of being over the worst of the recession is supported by figures showing the per-capita induction course expenditure being up to almost £1,900, which is a 60% increase on last year.
"The UK Contact Centre Decision-Makers' Guide (8th edition - 2010)", is a major study of over 200 UK contact centre operations, looking at all areas of contact centre performance, investment, technology, HR and strategy. This year, it is available entirely free of charge.
The report's author, Steve Morrell, commented:
"It is often said that the first cuts to be made in a recession are in training and marketing budgets, as the negative results of these will be felt sometime in the future rather than immediately. The 2009 training budget figures bore that out, with a dramatic drop in training expenditure, but this trend seems to be in reversal now. 
"In terms of expected agent growth figures for 2011, public sector respondents are unsurprisingly the least bullish, along with the transport & travel and utilities sectors. The majority of retail & distribution, outsourcing, finance, telecoms, media, technology and services respondents expect significant increases in headcount."
About ContactBabel and "The UK Contact Centre Decision-Maker's Guide (8th edition - 2010)"
The "UK Contact Centre Decision-Makers' Guide (8th edition - 2010)" is the major annual report studying the performance, operations, technology and HR aspects of 205 UK contact centre operations across all sectors ad size bands. The result is the 8th edition of the largest and most comprehensive study of all aspects of the UK contact centre industry.
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