UK Call Centre Sees Boost in Business Amidst Economic Struggles

The United Kingdom may be a small country, but it punches well above its weight when it comes to customer service.?

Despitebeing such a fantastic mechanism for large operations to deliver telephone-based services on a large scale to their customers, UK call centres have been pushed to the sidelines by their cheaper competitors in India and the Philippines. The most significant reason businesses have begun to migrate their call centre operations overseas is monetary reasons. With significantly cheaper labour costs associated with overseas call centre operations, coupled with low international call routing charges, it is easy to see why many UK businesses were drawn by the substantial cost-saving benefits of outsourcing their call centre. This perception has changed in recent years as companies have become more concerned with the customer experience and the importance of clear communication.

The UK is now seen as a prime location for outsourcing call centre operations due to its high level of service and English-speaking workforce. American companies, in particular, are increasingly looking to outsource their call centre needs to the UK to take advantage of the cheaper labour.

Here are just a few of the reasons why the UK is such an attractive outsourcing destination for companies from around the world:

Lack of language barrier

English is the most-spoken language in the world, and it can be found spread far and wide. While there's no official lingua franca for the planet, English is often used to communicate across nations. One concern with outsourcing customer service overseas is communication and language barriers.?

Language isn't a barrier when you outsource customer service to the UK. The vast majority of UK residents speak English as their first language, so there will be no need for costly interpreters or language training for your staff. Furthermore, the UK is a diverse country, home to a large number of non-native English speakers who are fluent in the language, so you'll have no problem finding customer service representatives who can communicate with your international customers.

A Wealth of Experience

The UK has a long history of providing excellent customer service. In fact, it's often said that British businesses pioneered the concept of customer service as we know it today. That wealth of experience means that when you outsource your customer service to the UK, you can rest assured that your customers will be in good hands.

Excellent Value for Money

Outsourcing your customer service to the UK can also save you a lot of money. Salary costs in the UK are lower than in many other developed countries, so you'll be able to get more bang for your buck when you outsource to the UK. Additionally, many UK-based outsourcing companies offer flexible pricing models that allow you to only pay for the services you need, which can further reduce your costs.

The current economic climate in the UK has made it an even more attractive option for American companies looking to outsource their call centre needs. A few weeks ago, the British pound fell to an all-time low against the US dollar after Chancellor, Kwasi Kwarteng, pledged a sweeping package of tax cuts, fuelling concerns about the government's economic policy as the UK teeters toward recession.

The sudden and dramatic devaluation of the sterling in comparison to the dollar has meant that the cost of outsourcing to the UK has reduced by nearly 30% this year, making it highly competitive and attractive for North American businesses. The pricing is such now with the devaluation that the outsourcing rates are, in most situations, less expensive than internally hiring.

A weak pound may not be all that bad for American businesses.

Though the pound is weaker than the dollar, this gives US companies more bang for their buck when outsourcing jobs overseas to Britain. The nation has long been a popular destination for outsourcing because of its relatively low cost of living compared with other Western European countries, but today's exchange rate means that British companies are even cheaper.

With the sterling plummeting 20% this year alone, CallCare has seen an increased demand from American companies looking for a global call centre. Explaining the reasons for this, the Head of Client Services at CallCare, Gemma Harding, said:?

"The UK has always been seen as a centre of excellence for customer services, not least due to its English language skills, time zones for the global markets, strong labour market to attract a diverse range of skills sets for all elements of customer services and also the country's E-comm and online knowledge base and skill set."

The reason for this boom is simple: the UK has a high English proficiency rate and a large pool of educated workers, making it an ideal place to locate a call centre. But until now, it was too expensive to set up shop in the UK and compete with other countries.?

This year, the sterling's 20% drop has made UK call centres more affordable for American companies, who are increasingly outsourcing their call centre needs to English-speaking countries. The UK's high level of service and experienced workforce make it an attractive option for companies looking to improve their customer experience. If you're looking for a cost-effective way to improve your customer service without compromising quality, outsourcing to the UK is definitely worth considering.

At CallCare, we are a UK-based, multichannel support contact centre solution.?

To learn more about our service, visit our website, or speak to us today if you are interested in outsourcing your customer service in the UK.