This item was published during the term of a previous administration that ended in April 2007
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Call Centre Association HQ opens in Glasgow
12/02/2004
The new UK headquarters of the Call Centre Association
were officially opened in Glasgow today.
The Call Centre Association (CCA) is the professional
body for call and contact centres in the UK, with a
membership of over 600 organisations.
Deputy Enterprise Minister Lewis Macdonald said:
"I am delighted that the CCA continues to see Glasgow as
the right place for its UK headquarters, as it is now
recognised as the leading body representing the industry in
the UK.
"Call centres are a vital and successful part of the
Scottish economy, employing 56,000 people, or 2.3 per cent
of our workforce. The location of the CCA in Glasgow
confirms the industry's long term commitment to
Scotland.
"Contrary to the prevailing view that jobs are being
lost from Scotland as a result of outsourcing, employment
in the call centre industry actually increased by 10,000
between 2000 and 2003.
"However, there is no guarantee that this will continue
and we do take seriously the longer term threat posed by
low cost competition overseas. That is why the Executive is
working with the industry, including CCA, to consider what
can be done to strengthen Scotland's position in this
global arena. As well as supporting research into the
industry, we are working with unions and employers through
the Financial Services Strategy Group, to consider what
impact such losses might have, and what steps might be
taken to safeguard Scottish jobs."
Mr Macdonald said that improving the skills base of
those who work in contact centres is vital if the industry
can be confident about its future recruitment needs.
He added:
"We know that one of the main reasons why contact
centres locate in Scotland, and remain here, is the
availability of a skilled workforce. I commend CCA for
being proactive in encouraging the promotion of best
practice and professional standards for individuals and
organisations."
Lewis Macdonald was today opening the Call Centre
Association's new UK headquarters at Newton Place,
Glasgow. The CCA was previously based in the city's
Elmbank Street.
The Scottish Executive supported a study into call
centres in Scotland and outsourced competition from India
by Phil Taylor of the University of Stirling and Peter Bain
of the University of Strathclyde to try to quantify issues
within the sector. This report was published in November
2003.