Massive growth in customer service outsourcing

by | Aug 17, 2016

£706m now spent on UK Outsourced Customer Services, a jump from £62m in just twelve months.

According to the Arvato UK Outsourcing Index, there has been an incredible increase in the number of brands outsourcing customer service operations here in the UK.  According to the study, the rise is being driven by the demands of customers, who now expect access to customer support via multiple channels. In fact, 83% of UK customer service outsourcing contracts were multichannel in the first half of 2016, compared to just 50% in 2015. The figures take the spend in the UK outsourcing industry to £3.91 billion for the first 6 months of 2016. This in itself is a 19% year on year rise.

Outsourced Customer Services


We’ve seen how many brands have re-shored their customer service operations in the past few years due to customer preferences. We’re now seeing how customers are driving the change to multichannel operations. It’s no longer acceptable to provide one or two contact channels for the majority of customers. With the growth of social media, web chat, and self service, brands must now adapt their processes, people and resources to match their customer demands.


As an outsourced customer service provider, Spark Response has seen first hand the rise in brands wanting to outsource customer service due to the rise in cross channel communications. Trevor Flack, Contact Centre Manager at Spark Response comments; “For most brands, telephony based contacts have reduced significantly. Where email became the chosen channel for many customers a few years ago, we’re now seeing a definite shift towards more digital channels including social media and web chat. Voice contact will always have its place for many industries, but in eCommerce and retail specifically, a multichannel customer service operation is essential.

We are however seeing a more bespoke requirement for our telephony services where individual brands/sectors require a specific style and skillset to accommodate their customer profile. This remains as a core offering at Spark where brands can demand a unique and tailored service”.

To learn more about the benefits of outsourcing customer service, give us a call on 0191 495 9931, or get in touch here.

Could outsourcing benefit your customer service operation?