Monday 26 July 2021 10:32 am

Call centre operators merge in £300m deal

Call centre operators CallCare and alldayPA are merging in a £300 million deal, The Sunday Times has reported.

They are two of the UK’s biggest call centres and employ approximately 2,500 people in their 24-hour call centres.

Call centres have reported that their on-demand services have gained popularity during the pandemic. Their activity has been boosted by businesses outsourcing customer services while their staff were on furlough.

CallCare has seen a significant increase in revenue from its partnerships with Public Health England and the NHS. CallCare operators handle the Covid-19 response lines and appointment booking services.

alldayPA has also seen a rise in demand for their telephone answering and virtual receptionist services, with the generally increased reliance on online services. Shopping habits have also extended beyond traditional working hours, as customers seek support all day every day.

The Manchester-based companies have adapted to meet customer expectations around the clock, hiring more staff and expanding their contact centres. Their clients include professional services, e-retailers, facilities management sector and health and emergency services.

i-CXP, the new company born from the merger, will be led alldayPA boss Reuben Singh. The company will pursue four more acquisitions after the merger.