Workforce
The calibre, cost and supply of the workforce are prime factors in Swansea Bay’s success in attracting investment. The workforce in Swansea Bay demonstrates a high level of adaptability to working shift patterns and is noted for its loyalty and adaptability in regard to changing technologies.

Customer contact centre employment employment across the region is below the UK average and well below levels found in current cluster regions. Moreover, unemployment in Swansea Bay stands at 4.6% which is above the average for both Wales (3.8%) and the UK (3.2%) (Source: Nomis July 2001). There is also a very low male and female activity rate of 71.4%, well below the UK average and below the rates for competing regions, providing significant scope for a growing labour force, particularly women.

The working age population in Swansea Bay stands at 509,000 including 23,200 people in selling occupations and a further 34,800 in office clerical operations. 76,000 of the region’s population in the 20-29 age group, a strong recruiting ground for potential customer contact centre investors.

Dedicated Training Infrastructure
A dedicated customer contact centre training infrastructure has been implemented across Wales. A unique portfolio of sector specific qualifications have been developed and accredited within Wales which are relevant to the development of all employees from pre-entry candidates to customer contact centre agents and managers. Dedicated customer contact centre training facilities are located throughout Wales, including a state-of-the-art facility covering Swansea Bay.

Sites & Property
Swansea Bay offers a wide selection of competitively priced accommodation located in city centre, urban and rural locations. Sites range from brand new existing purpose built customer contact centre premises ready for immediate occupation, to existing buildings suitable for conversion with the offer of short-term ‘hoteling’ facilities, to long-term strategic sites designated for customer contact centre employment.

Telecommunications
Wales benefits from the full spectrum of services and international connectivity essential for customer contact centre operations. Wales can offer virtually unlimited bandwidth, 550,000km of fibre optic network of which 60% remains unutilised, a deregulated and competitive telecommunications market, a wide choice of suppliers including BT and ntl, high resilience against loss of service and ADSL available in major towns and cities.