Irish call centres 'set for growth'

Date: 09/09/2011

Many Irish call centres could be looking to purchase additional non-geographic numbers and take on more staff in the near future.

This is because, according to research conducted by the Contact Centre Management Association (CCMA) of Ireland, these sites are experiencing a period of growth.

The study found that 52 per cent of respondents recorded greater revenue in 2010.

Furthermore, 73 per cent believe this trend will continue over the next two to three years.

Tracy Kennedy, board member of the CCMA and head of customer operations for Bord Gais Energy, said contact centres have a "crucial role" to play in the economy.

She also noted that the results demonstrate the "high level of service which is provided by skilled professionals throughout the country".

This comes after national call centre manager for Softline VIP Monika Roode claimed customer service must be a top priority for contact centres at all times.