Strengths of Scotland's contact centre industry
The contact centre industry in Scotland has experienced growth of 54 per cent since 2003.
This growth has been driven by:
Critical mass - over 400 existing contact centres
Workforce - flexible, stable and motivated workforce in a mature sector
Languages – contact centres currently offering 26 different languages
Diversity - high numbers of overseas workers offer skilled labour and additional language capabilities
Training and development – training courses at colleges across Scotland
Outsourcing – Scotland is a natural destination for contact centre outsourcing operations
Scotland’s contact centre skills and expertise
Scotland’s skilled and flexible workforce offers contact centre businesses the ideal labour pool:
- Over 270,000 higher education students contribute to the skilled workforce
- 23 percent of Scottish contact centres have multilingual capability
- Vocational training provided by public and private sectors
- Equipped to deal with variety of critical functions and transactions
Customer Contact Association
The Customer Contact Association (CCA) was established in 1996 as the professional body for the contact centre industry.
Based in Glasgow, the CCA is an independent organisation with no commercial influences, funded by member subscriptions.
The CCA endorses call centre training courses at three levels, post-approval quality checking and a maintenance process are in place for courses including:
- In-company training
- Approved and recognised training
- Accredited training