Call centre survey

Citation

(1998), "Call centre survey", Property Management, Vol. 16 No. 2. https://doi.org/10.1108/pm.1998.11316bab.003

Call centre survey

Call centre survey

Keywords Occupation, Office space requirements, Property market

The results of a call centre study, the first national survey focusing on property requirements of call centres, were published in December 1997 by Grimley, International Property Advisers.

The results revealed:

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  More than 50 per cent of call centre operators surveyed say their present building will be unsatisfactory within five years, due to the massive growth in this sector.

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  Nearly 50 per cent of call centre operators forecast their call centre throughput would increase by 15 per cent or more over the next 12 months.

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  When selecting a location, call centre operators ranked proximity to potential staff as the second most important factor in deciding where to locate, after good telecommunications.

Michael Haddock, Senior Researcher of Grimley said, "The most surprising results from the survey were the actual size of the call centres. 60 per cent of those replying to our questionnaire ran call centres with less than 50 staff. However, large call centres still represent the majority of demand for staff and property. Call centres with more than 200 employees represent 61 per cent of all employment in call centres. The results of our survey suggest that the demand from call centre operators will be for a number of different types of property, and not restricted to the large, stand alone units, which have received the greatest press coverage."

Grimley undertook the research to spotlight the current and future requirements of the call centre sector and identify areas where their property requirements were not being adequately satisfied.

Jeremy Brookes, National Head of Call Centres for Grimley said, "This research provides us with the means to move forward in terms of providing clients with the right property to suit their growing requirements and in the right location. This sector is undergoing an explosive surge in growth and call centre operators are required to make rapid changes to their expanding environment in order to adapt and grow."

Copies of the Grimley research documents, "Call Centres Review", are available free of charge on 0171 895 1515 or from the Grimley Web site on http://www.grimley.co.uk.

For further information please contact Jeremy Brookes, National Head of Call Centres, Grimley on 01179 842400; Michael Haddock, Senior Researcher, Grimley on 0171 895 1515; Jane Turner, PR Manager, Grimley on 0171 911 2119; Web site: http:www.grimley.co.uk.