|In just four years Ireland has emerged as the undisputed leader in the field of pan-European call centres. In that time over 60 companies have chosen Ireland as the base for their new European call centres.
These global operators employ 6,000 people in Ireland and carry out many of their key business functions here, ranging from handling customer queries, taking orders and providing technical support, to actively pursuing business on a pan-European level. These multilingual centres provide services to clients across Europe and around the world 24 hours a day, 365 days a year. The main functions carried out by these centres are:
- Sales, technical and customer support for computer and system hardware and software.
- Reservations and customer care for airlines hotels and other accommodation services.
The main players are:
- Gateway 2000
- Radisson Hotels
- Best Western
- American Airlines
- KAO Infosystems
- Lufthansa German Airlines
- Korean Airlines
- Corel Corporation
- Compaq Computer
- Digital Equipment
- United Airlines
- ITT Sheraton
Why is Ireland is the competitive location in Europe for call centres?
Low telecommunications tariffs
Ireland enjoys the lowest cost in Europe for toll-free services when discounts for volume users are taken into account.
Low employment costs
The costs of operating in Ireland, including employment costs, are lower than in most other European countries. This advantage is enhanced by a more productive and flexible workforce.
Ready availability of skilled multilingual staff
Ireland has an abundance of well-educated young people, many of whom are fluent in more than one foreign language. Companies establishing here have also found that young Irish people working and living elsewhere in Europe are keen to secure employment in Ireland.
Ireland has invested US$5 billion in recent years to give it one of the most advanced 'feature rich' networks in Europe. With diverse fibre optic connections on all major European routes, it delivers crystal clear connections worldwide. Features include, for example, an intercontinental routing service, designed for companies with international call centres, which provides a toll-free capability between Europe and the US.
Profits derived from eligible manufacturing and qualifying services are subject to a tax rate of 10% until 31 December 2002. From 1 January 2003 a corporation tax rate of 12.5% will apply to trading profits in all sectors, including manufacturing and international services. These profits can be freely repatriated and are not subject to withholding taxes. The tax position of companies carrying out approved activities prior to 31 July 1998 will remain unchanged.
For more information about the teleservices industry in Ireland, or if you have any other query, please Ask Ireland.
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