THE North East contact centre industry has come a long way over the last two decades.
The number of people employed in the sector and its structure has changed beyond recognition during this time.
Today, more than 60,000 people work in around 150 centres, making the region a real hot-bed for the industry.
Our call centres are well regarded around the world too, thanks in no small part to the professionalism and expertise of the workforce.
There’s also the added bonus of the local accent which research shows is highly popular among businesses and consumers.
Tyne and Wear Development Company has been a committed champion for the sector as the industry has grown, playing an important role in the development of contact centres at the same time as working to attract new investors.
Paul Buie, manager of Tyne and Wear Development Company, said: “The North East’s contact centre industry makes a valuable contribution to the local economy each year.
“Statistics show that we have a dedicated workforce in the region as well as the kind of people that consumers want to talk to.
“Like all industries, contact centres face new challenges in today’s economy, but the quality of the workforce is one of the key reasons why contact centres will continue to thrive here.”
The North East Contact Centre awards, which are now in their ninth year, have helped to raise the profile of local contact centres and highlight the range of career options available.
Steps have also been taken to support the strategic development of the industry with a number of conferences and regular networking events held to develop a blueprint for the future.
A contact centre network, facilitated by Tyne and Wear Development Company, has been set up for senior professionals.
This has been running for two years and meets every two months to discuss topical issues and share best practice around subjects such as customer satisfaction, people management, training and technology.
Such has been the success of North East contact centres that new investors have also been attracted to the area to take advantage of the skilled workforce, ready-made infrastructure, experience and knowhow available.
Paul added: “We’ve enjoyed great success over the years in attracting major investments to Tyne and Wear.
“In the last couple of years names like Tesco Bank and insurethebox have created hundreds of jobs by investing here.
“We have seen instances of jobs going offshore in the past but companies now realise that the high level of customer service we can offer here makes good business sense in the long run.”
:: Click here to view all the winners from the North East Contact Centre Awards 2011