Hi Audrey,
It really depends on your definition of a call centre, so your presentation should really pivot on that point. If your definition is one of a dedicated 'customer-facing' centre, whose primary aim is to manage and streamline some customer-orientated or goal-orientated process (e.g. product lines, helpdesks, etc.) then you could be looking at between 6000 and 9000 in the UK alone (source: The Call Centre Database Research Unit, 2001) but in fairness as it is a moving target it is difficult to pin down exactly.
In terms of call centre composition, it would be almost impossible to project a sample analysis onto the entire cc population as many call centres remain secretive about their composition and so it would be difficult to gain an accurate picture.
Interesting point, though, is one of 'who precisely is watching this industry if the CCA aren't?'...
Hmmmm... got me wondering about whether CCV should move to fill this role ;-)
John |