The voice of contact centres and financial services

The Beginners Guide

Get to grips with the contact centres and call centres in Wales – learn more about finding your place in Wales’ fastest growing business sector.

The Beginner’s Guide

What Are Contact Centres? The £650 million question.
They’re a feature of modern life, pumping £650 million into the Welsh economy every year – but how much do we really know about contact centres?

You might be more familiar with the term ‘call centre’ – the typical image of large numbers of people sat behind phones dealing with customers. As the role of the call centre has expanded to cover customer service online – through email, websites and social media sites such as Facebook and Twitter – the term ‘contact centre’ is used; it’s not just calls any more.

A huge number of companies, organisations and bodies use different types of contact centres to do different jobs – from customer complaints to emergency rescues.


Number Cruncher

The figures behind the industry…


people employed in contact centres in Wales.


contact centres in Wales.


is the amount the contact centre industry to the Welsh economy annually.


is the average starting salary for a contact centre employee.

The Basics

Not sure what a contact centre is or what they do? Start here…
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Jargon Buster

Inbound contact centre? Customer service advisor? What does it all mean? Common contact centre terms and phrases explained.
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Contact Centres & Companies

Which major companies and bodies in Wales use contact centres?
Read More

Over To You

Do you work in a contact centre? We want to hear your stories…
Find Out More