With more than 265 customer contact centres, employing in excess of 69,000 people, Manchester City Region is a much sought after location for call centres and is home to more than any other region in the UK.
Key to the region’s impressive track record in the sector is the ability to support a multitude of call centres in terms of size, scope and sector with a skilled, flexible and multilingual labour force. The area is host to a diverse range of contact centre operations from large banks and insurance providers to travel and retail specialists. The city region has recently welcomed new call centre investment from leading UK retailer John Lewis and global satellite broadcaster BSkyB. With an inbound/outbound ratio of 69/31, Manchester’s strength lies firmly in customer services.
The region’s labour pool continues to live up to its reputation as one that delivers excellent service at reasonable cost. Manchester’s large travel to work population and what is one of the largest student populations in Europe, means that both salary levels and attrition rates remain stable (currently at 20%) and below the UK national average. Within the city region average salary levels for customer service advisors are between £14,000 and £16,000 per annum, increasing to £16,000 to £18,000 per annum for those with language skills. Typical operating cost savings of 30% can be achieved when compared to London and the Southeast.
With the largest travel-to-work catchment of any regional city, and a young and growing population, Manchester provides a sustainable pool of labour and enables companies to scale up their operations within short timescales. The sheer scale of the labour pool also makes it an ideal location to accommodate shift work and 24 hour operations to support both UK and international operations.
With an influx of foreign nationals, Manchester’s diverse labour pool continues to grow, offering multilingual capabilities that add value to businesses at a realistic cost.
To find out more about customer contact centres in Manchester City Region, please contact:
Susie Roberts, Business Development Manager