Key facts
Here are some key facts about the Contact and Shared services sector in Wales.
- More than 27,000 people are employed in 158 contact and shared service centres in Wales
- Wales has proved to be an attractive location for contact centres across a broad range of sectors. These include financial services, IT, telecoms, travel, government, marketing communications /research, and utilities.
- The contact centre industry in Wales continues to grow steadily. Between 2002 and 2004 the industry grew by 13%. (Source: Mitial International)
- Wales hosted one of the industry's key European events, Shared Services Week, in May 2005
- Amongst the companies who have set up successful shared service centres in Wales are Unilever, Liberata, Laura Ashley, and Tesco
- Investment in shared service centres is growing. International IT services company Logica CMG invested in a 750-job expansion at its Bridgend IT and business process outsourcing operation
- According to a report produced by Mitial International (Sept 2004) Wales has the lowest attrition rate in the UK at 17% vs UK average of 28.7%
- The Welsh Contact Centre Forum actively encourages company collaboration and networking. The Forum promotes the sustainable growth of the sector.
- Welsh Assembly Governments account managers develop a proactive relationship with companies to help them achieve their growth plans.
