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.