Call Centres in the UK - Market Size, Industry Analysis, Trends and Forecasts (2024-2029)

Missed call: Businesses cutting back their spending is denting revenue in 2023-24

Over the five years through 2023-24, call centres' revenue is forecast to increase at a compound annual rate of 5% to reach £3.4 billion. More and more companies are making use of technology to boost customer interaction and diversify revenue streams, which has driven demand for call centres. Alongside this, the pandemic propelled the need for call centres to work on the Test and Trace programme. Nonetheless, poor business confidence and weak macroeconomic conditions constrained revenue growth.

Call centres provide in- and outbound telecommunication services to improve client relations, provide technical assistance, market goods and conduct opinion polls. The industry only includes outsourced work.

This report covers the scope, size, disposition and growth of the industry including the key sensitivities and success factors. Also included are five year industry forecasts, growth rates and an analysis of the industry key players and their market shares.