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SSON's global analytics centre (DART) reviewed 15 years of UK & Ireland data to see how Captive/Hybrid SSC landscape has evolved since 2000. The interactive data sets answer these questions & more:
Ireland & England have added the most SSCs, with 2010 being the biggest year of cumulative market growth at 23% YOY. Northern Ireland & Wales began contributing to SSC growth from 2005.
England has the largest number of SSCs (47.1%) then Ireland (27.9%) & Scotland (16.3%). Vertical industry hubs exist e.g. Ireland is home to the vast majority of Technology sector SSCs (77.4%).
Dublin ranks first, housing 19% of all SSCs. The North West of England also scores highly with a total of 8% of all centres being based in Greater Manchester or Cheshire.
Over 60% of SSCs in UK & Ireland service Finance & HR. Notably, England has the most SSCs servicing Finance, HR & Procurement while Ireland & Scotland have the most SSCs servicing IT & other functions.
Marginally more siloed SSCs exist than multi-function. All countries display similar ratios of siloed vs multi-function except England which favours siloed SSCs (home to 31.7%).
73% of multifunction SSCs cover emerging functions beyond Finance, HR, IT & Procurement. Hottest emerging services are Domain specific & Customer Experience. Sales, Marketing & Legal follow closely behind.
In all countries, except Wales, there are more SSCs performing high-value processes than transactional only. Notably, in Ireland the difference is greater with 3x more high-value activity (78% vs 22%).
SSCs in Scotland & Ireland provide a vast range of international languages, significantly more than are serviced by SSCs in England & Wales.
All 5 locations service EMEA. Ireland is the regional "super hub" (only 1.47% domestic). Scotland & N.I. SSCs have heavier domestic focus (50%+). Wales is the only location with no global activity.
How does SSC concentration compare across locations? Which cities are most popular and which countries have seen the most growth?
Which functions and industry verticals are most common in UK & Ireland?
How much multi-functional expansion exists? What are the emerging functions?
How much high-value work is happening in the region?
What customer geographies & languages are serviced by SSCs in the UK & Ireland?