Why call centres suck, and what we can do about it

Document type
Harrowell, Alex
Date of publication
26 January 2016
Social Policy, Education and Skills, Employment
Social welfare
Material type

Download (1.2MB )

This report looks at ways the UK could improve its call centres to increase productivity and create jobs.

Key Findings:

  • There is currently too much tech policy focused on glamorous tech companies.
  • If we want to increase productivity and create good jobs, we need to think about how to transform big technology-using sectors.
  • Call centres, which employ a million people across the country, are a prime candidate for innovation.
  • The government could help by investing to support service design and upskilling in this major industry.

Policy recommendations:

  • The Government should invest in innovation and skills in the call centre sector.
  • It should consider setting up a council on industrial service design to co-fund research and development in big service industries.

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