Contact centres sector in Scotland
Scotland is a world leader in the contact centre and business processing operation (BPO) sectors. Some of the largest and most sophisticated call centres in Europe are located here.
More than 86,000 people are employed within 400 contact centres throughout the country and several multinational companies base operations in Scotland.
The industry in Scotland has grown by 54 percent since 2003 and 1 in 30 of the working population across the central belt are call centre based.
Scotland’s contact centre industry – an overview
Scotland’s contact centres and BPOs cover a variety of markets, including:
- Financial services
- Public sector
- Media/communications
- Telecoms
- Utilities
- Retail
- Motoring
- Technical support
- Travel
Scotland has kept pace with development of the industry as contact centres have moved towards email, web, CRM and knowledge management as well as telephone customer service.
This shift has led to an increase in contact centre outsourcing and the industry in Scotland has met these changing demands.
With the involvement of both the public and private sectors Scotland’s contact centre industry also offers numerous opportunities for vocational training and development.
The Customer Contact Association (CCA), the global body for the industry, is based in Glasgow and offers accredited training schemes. We’re here to help your company to make a successful move to Scotland.
Scotland's contact centre industry strengths