In the light of last month's survey of UK contact centre managers by Adecco/OMIS, JLL confirms what the market already suspects, that Europe is likely to lose its young contact centre industry to Asia.
It is estimated that by mid 2003, the top five firms in the contact centre industry in India will have up to 14,000 seats between them, employing 36,000 customer service agents (CSAs), and occupying 1.2 million sf of space.
At more than 70% a year for the past two years, the growth rate of the call centre industry in terms of employee numbers continues to defy global recession trends. Among India's advantages are a large base of educated urban youth; an English-speaking population of more than 15 million; wage rates as low as a fifth of thos in the USA; and operational cost savings of up to 60%.
Anurag Munshi, head of research for Jones Lang LaSalle India commented: 'The phenomenal growth in the Indian contact centre industry has been attributed as much to its talent as the development in infrastructure including real estate.'
The Philippines has also emerged as a competitive and ideal destination for contact centres. It currently has 28 contact centres.
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