2014 CCMA UCD Industry Research

CCMA is delighted to launch our 2014 industry research report undertaken by UCD Michael Sumurfit Graduate Business School. This reports updates valuable benchmarking data collected in 2011 and 2012. It shows that the industry continues to grow and provides valuable employment opportunities.

The 2014 research estimates that there are currently over 40,000 people employed in the Irish Contact Centre, BPO and Shared Services industry sector.

The research also indicates that technology advances are transforming the sector with an increasing amount of traditional telephonic communication being replaced by social media platforms and mobile technologies.

39% of companies that completed the survey plan to introduce web chat, and 21% will add SMS communication in 2014. The research predicts an increase in the use of social media, with a forecast growth of 18%, and a 10% increase in video interactions within the industry also.

The research shows a 19% increase in the average number of full time employees since 2012, with 12% more growth forecast by the end of 2014. Almost a quarter of these employees operate in the technology sector.

If you would like to participate in future studies or for further information please contact Dorothy O’Byrne, Managing Director CCMA at Dorothy@ccma.ie