More jobs are likely to be created in UK call centres next year, according to a new survey, despite the much publicised threat from developing countries, particularly India. Almost 60% of employers questioned by research firm Incomes Data Services said they expected call centre staff numbers to rise over the coming year, with only 5% of companies saying they intend to cut staff. This positive outlook comes despite the increasing phenomenon of British companies outsourcing call centre jobs to developing countries. Last month Norwich Union revealed it was moving 950 call centre jobs to India and Sri Lanka, with the intention of having some 7,000 staff working in India by 2007. Meanwhile, the Indian government's recently-announced plans to bring its data protection laws into line with those in the EU could make it an even more attractive destination for foreign firms.
Date:5 October 2004
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