LONDON : Call centres in Britain must improve their image, according to a report published by Trade Secretary Patricia Hewitt.
The report warns that the trend towards outsourcing jobs overseas could be accelerated because countries such as India are overtaking Britain in IT skills.
The findings are included in the first comprehensive report on the call centre industry, entitled "The UK Contact Centre Industry: A Study". It was produced by independent consultants CM Insight and commissioned by the department of trade and industry.
The report predicts call centre jobs nationally would increase by 25 per cent over the next three years. But, it follows a wave of concern that jobs are being lost overseas, where wages are much lower.
The report states that the call centre industry now stands at "a critical point in its development".
Britain cannot compete with overseas locations on cost, so it must rely on a more highly skilled workforce, the report says.
But it warns: " India is able to supply a large number of qualified graduates for complex IT help desk functions. Indeed, in some areas, their expertise may exceed that which would be available to a UK-based call centre."
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