Call Centres Merseyside
A survey by CallNorthWest in January 2005, found that:
There are 540 call centres in the North West with 10 or more ‘agent positions’, 100 of these are in Greater Merseyside.
These 100 call centres have a total of 18,455 ‘agent positions’ but actually employed 29,528 people at the time of the survey. The average number of seats per call centre is 185 and the average number of employees 295, or around 1.6 employees per seat (most call centres operate on a shift system, with staffing changing both during the day and during the week, to match the volume of demand).
- 21% of the call centres in Greater Merseyside indicated that they have staff who can speak other languages.
- 44% of the call centres in Greater Merseyside handle calls for more than one organisation.
- 5.75% of local call centre workers work in call centres with between 10 and 50 ‘agent positions’.
- 3.4% of local call centre workers work in call centres with between 50 and 100 ‘agent positions’.
- 13.8% of local call centre workers work in call centres with between 100 and 250 ‘agent positions’.
- 77% of local call centre workers work in call centres with more than 250 ‘agent positions’.
- Two thirds of the calls dealt with by call centre staff were ‘inbound’ and one third ‘outbound’ which is typical of call centre work across the UK.
- Most new call centres that now open are smaller (50 – 100 seats) and tend to offer staff working environments that are more attractive and comfortable.
