More than 27,000 people are employed in some 158 contact centre and shared service centres in Wales.
Wales has proved to be an attractive location for contact centres across a broad range of sectors including financial services, IT, telecoms, travel, government, marketing communications /research, and utilities.
The contact centre industry in Wales continues to grow steadily. Between 2002 and 2004 the industry grew by 13%. (Source: Mitial International)
Wales’ developing reputation as a location for shared service centres is reflected in the fact that one of the industry’s key European events, Shared Services Week, took place in Wales in May 2005.
Amongst the companies who have set up successful shared service centres in Wales are Unilever, Liberata, Laura Ashley, and Tesco.
Investment in shared service centres is growing: international IT services company Logica CMG recently announced a 750-job expansion at its Bridgend IT and business process outsourcing operation.
According to a report produced by Mitial International (Sept 2004) Wales has the lowest attrition rate in the UK at 17% vs UK average of 28.7%.
The Welsh Contact Centre Forum actively encourages company collaboration and networking. The Forum promotes the sustainable growth of the sector.
The Welsh Development Agency’s account and project managers develop a proactive relationship with companies to help them achieve their growth plans.
