Shared Services and Outsourcing
Wales is the location for many shared service operations, both in house and outsourced, across a range of highly skilled specialisms.
There over 200 customer contact centres, with major outsourcing companies such as Firstsource, Conduit and Serco delivering customer services for household names including Virgin, British Gas and Littlewoods
The UK Government are outsourcing many of their HR, finance and procurement operations to Wales. The first outsourced independent shared service centre, providing shared services the Department for Transport and its executive agencies, is based in Swansea and run by global outsourcer Arvato. Newport is one of four UK centres of excellence run by Sopra Steria, who manage the second tranche of shared service centres for the UK Government. They provide shared services for more than 20 public sector organisations.
The BBC have consolidated their financial functions, including creating the Finance Centre of Excellence for Accounting and Reporting, a shared service centre in Cardiff that provides high quality accounting and management reporting for the whole BBC group.
Moneypenny, headquartered in Wrexham, are the UK leader in the telephone answering and outsourced switchboard market. The business handles over 10 million calls a year for over 8,500 businesses.
The Welsh Contact Centre Forum (WCCF) is an industry-led employers' forum for the contact centres, shared service centres and financial service businesses in Wales. Its members run over 200 contact and shared service centres, employing more than 30,000 people worth over £650m to the Welsh economy annually.