In Scotland, the number of telephonists is predicted to more than double in the next 18 months from 16,000 to 37,000. Many operators take calls from all parts of Europe. In some cases the job requires knowledge of a second language. Globally many call centres operate in regional and other areas ravaged by high unemployment where they can readily exploit an army of jobless workers. In Australia, Centrelink and Employment National, the government's semi-privatised welfare and job placement agencies, have shut down numerous offices, while opening up call centres.
People seeking assistance and advice often get no further than a remote telephonist.
Governments, both national and regional, are competing with one another to attract these centres, offering a range of tax concessions, industry grants and other benefits. Outsourcing is heavily used in this industry. Professional call centre organisations often have contracts with several companies at the same time and have workers in the same room taking calls from people with inquiries about different businesses. Sitel, a US telecommunications company, operates 40 percent of Britain's call centres. Educational institutions have recognised the massive size of this market.