1. Welsh Contact Centre Forum Research Analysis August 2010 Welsh Contact Centre Forum ©

2. Contact Centre Industry in Wales Strategic Industry Map (Updated Edition - August 2010) Background The contact centre industry in Wales remains vibrant, with more than 28,000 people employed across the country – up by more than 5,000 since the last survey in 2006. The majority of centres are in the South, with the biggest concentrations in Cardiff, Swansea and Newport, though there are small clusters in Gwynedd and Dyfed. The centres cross an extensive range of sectors, with financial services, outsourcing and the public sector being the most prevalent. The most common function was inbound customer services – accounting for just under half. New tools have become widespread, with most companies reporting the use of email for enquiries, and some using web form enquiry. Methodology The Strategic Industry Map shows the Welsh Contact Centre sectors and activities being undertaken. It demonstrates the percentage of jobs by sector and the primary functions undertaken by the employees within the centres. A regional breakdown of the primary functions is shown along with a number of maps indicating locations and sectors. August 2010 Welsh Contact Centre Forum ©

3. Analysis of Companies by Sectors August 2010 Welsh Contact Centre Forum ©

4. Analysis of Companies by Sectors SectorCompany%age Financial Services3525% Public Sector2719% Outsourcer1813% Telecoms129% Retail96% Media86% Other64% Legal54% Utilities54% Police Service43% Travel43% Health43% Charity21% IT11% Trade Union11% Grand Total141 August 2010 Welsh Contact Centre Forum ©

5. Analysis of Companies by Location and Sector August 2010 Welsh Contact Centre Forum ©

6. Analysis of Employees by Sectors SectorEmployees%age Financial Services1158540% Outsourcer450416% Telecoms327411% Public Sector278810% Utilities19227% Media18636% Retail10574% Health5592% Police Service5582% Other1681% Travel1491% Charity1160% Legal1020% Trade Union500% IT100% Grand Total28704 August 2010 Welsh Contact Centre Forum ©

7. Analysis of Employees by Sectors August 2010 Welsh Contact Centre Forum ©

8. Analysis of Activities by Companies August 2010 Welsh Contact Centre Forum ©

9. Analysis of Activities by Companies Primary FunctionCompanies%age Inbound Customer Services5749% Shared Services Centre1614% Outbound Customer Services87% Outbound Sales87% Inbound/Outbound Sales87% Advice Line87% Inbound Sales54% Telemarketing43% Credit Control22% August 2010 Welsh Contact Centre Forum ©

10. Analysis of Companies by Location and Activity August 2010 Welsh Contact Centre Forum ©

11. Analysis of Companies by Location and Activity August 2010 Welsh Contact Centre Forum ©

12. Analysis of Activities by Employees Primary FunctionEmployees%age Inbound Customer Services1828771.2% Shared Services Centre291511.4% Inbound/Outbound Sales15416.0% Advice Line8513.3% Credit Control5682.2% Outbound Customer Services5562.2% Outbound Sales4521.8% IT Helpdesk1850.7% Inbound Sales1710.7% Telemarketing1530.6% August 2010 Welsh Contact Centre Forum ©

13. Analysis of Activities by Employees August 2010 Welsh Contact Centre Forum ©

14. Analysis of Companies by Regional Area August 2010 Welsh Contact Centre Forum ©

15. Analysis of Companies by Regional Area RegionsNo. of Companies%age South Glamorgan53 38% West Glamorgan28 20% Mid Glamorgan17 12% Gwent15 11% Dyfed7 5% Gwynedd6 4% Pembrokeshire3 2% Conwy2 1% Denbighshire2 1% Carmarthenshire2 1% Torfaen1 1% Flintshire1 1% Ceredigion1 1% Anglesey1 1% Shropshire1 1% Carmarthenshire1 1% Grand Total141 August 2010 Welsh Contact Centre Forum ©

16. Analysis of Companies by Location August 2010 Welsh Contact Centre Forum ©

17. Analysis of Companies by Location Location Companies Cardiff 47 Swansea 24 Newport 11 Carmarthen 6 Caerphilly 6 Bridgend 3 Pontypool 2 Colwyn Bay 2 St Asaph 2 Merthyr Tydfil 2 Treforest 2 Pembroke Dock 2 Bangor 2 Porthmadog 2 Other (1 per town) 28 Grand Total 141 August 2010 Welsh Contact Centre Forum ©

18. Analysis of Outsourcers by Market There are 18 outsourcers in Wales delivering a variety of services and functions – this is two more than was recorded at the last survey in 2006. Together they employ 4,504 people, which is 3,604 more than in 2006. The majority of roles are involved in inbound and outbound customer services, though other employers act as shared service centre, telemarketing and an IT helpdesk. August 2010 Welsh Contact Centre Forum ©

19. Analysis of Outsourcers by Market There are 18 outsourcers in Wales delivering a variety of services and functions – this is two more than was recorded at the last survey in 2006. Together they employ 4,504 people, which is 3,604 more than in 2006. The majority of roles are involved in inbound and outbound customer services, though other employers act as shared service centre, telemarketing and an IT helpdesk. August 2010 Welsh Contact Centre Forum ©

20. Analysis of Salary Ranges August 2010 Welsh Contact Centre Forum ©

21. Additional Analysis August 2010 Welsh Contact Centre Forum ©