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FPSG Says Customer Service Jobs Are Key To Economic Prosperity

FPSG Says Customer Service Jobs Are Key To Economic Prosperity

Customer service centres in Scotland could create thousands of new jobs over the next 2/3 years, making them one of the biggest creator of new jobs in the Scottish economy.

That's the claim of leading recruitment specialists FPSG who work extensively in the sector in Scotland.

The company's managing director, John Agnew, expresses a fear that the jobs potential in customer services could be overlooked saying, "In our largely stagnant economy, everyone is searching for the holy grail to create new jobs, to stimulate growth.  The danger is that the potential right under our collective noses is overlooked.  Why?  Maybe it's not sexy enough or maybe there's still a hint of the old stigma about working in call centres."

FPSG claims that, despite perceptions in some quarters, the Scottish based customer service centres sector has held up very well in the four years following the credit crunch of 2008.

The statistics bear this out with latest available data, sourced through an audit conducted last year by Professor Phil Taylor, confirming remarkable resilience in the sector since the economic meltdown of 2008. Today, there are 400 contact centres in Scotland, employing 90,000 people. That's 4,000 more than pre credit crunch. High profile companies opening significant new facilities during that period include John Lewis Partnership, Tesco Bank, Virgin Money, MoreThan, Vertex and H&M.

More recently, there was the announcement from Amazon creating new jobs in its customer service centre in Edinburgh and, in June this year, beCogent announced plans for a fifth Scottish centre that will employ 450.

FPSG believes a number of large multinational corporations are currently considering Scotland as a potential location for a customer service centre. And, they acknowledge the efforts of agencies like SDI in attracting these companies to set up in Scotland.

Agnew says, "Scotland has a lot to offer, including a cost competitive location, a great quality of life, good transport links and ready availability of a skilled workforce. We believe there is real potential to create many more jobs in this sector and it's really important that collectively, we retain a focus on the skills pipeline, so that Scotland can continue to meet the needs of new incoming employers and those already here who are expanding."

FPSG believes that former employees in financial services and retail, who may have lost their jobs through the financial crisis of recent years, are ideal candidates to work in the currently expanding customer service sector.  And, they are also keen to stress it's a sector that delivers career potential across all levels. 

Agnew explains, "A customer service centre is not just about entry level jobs. There is a well defined career structure with attractive rewards and also a need for specialists in areas such as languages, IT, HR, business development, finance and administration."


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