CCMA Ireland Launch 2014 Industry Report

Irish Contact Centre Industry Continues to Grow at Significant Pace

The Irish Contact Centre, BPO and Shared Services industry is showing continued growth, according to new research released today by CCMA. The research, which was conducted by UCD, showed 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.

CCMA Industry Research Report August 2014

The research 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. 2014 will see an increase in interactive technological communication methods such as web chat, and video interaction. 39% of companies are introducing web chat, and 21% will add SMS communication by the end of the year. 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.

Further growth is reflected within the industry by the greater demand for higher skill sets. The average multi-lingual contact centre has over eight language capabilities which include Austrian, Russian, Danish, and even sign language. There is a high demand for technological capabilities and qualifications in other industry disciplines. Absenteeism rates, at 6%, continue to be among the lowest in Europe.

 Key Findings

Key findings of this research include:

  • Based on this and earlier research completed in 2012 it is now estimated that there is over 40,000 people employed in the Contact Centre, BPO & Shared Services industry in Ireland.
  • 2014 will see an increase in the adoption of interactive communication methods such as web chat (39%), social (18%) and video (10%).
  • Companies expect to expand their customer sales (10%) and customer experience (6%) services in 2014.
  • Companies are focusing heavily on People Development over the coming years.
  • Average Absenteeism and Staff Attrition rates continue to be below the European average.

Commenting on the research Dorothy O’Byrne, Managing Director CCMA said “As well as technological advancements, the industry will see growth in the areas of people development and a continuing focus on customer engagement in the next three years, which makes it an exciting, and vibrant industry offering many valuable career opportunities, and one which is showing continuous growth”.

A copy of this research report is available to all CCMA members. For further information on this research please contact dorothy@ccma.ie

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