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Call Centres

The contact centre industry is relatively young but it grew rapidly over the past couple of decades. With China’s booming call centres market and lots of companies worldwide that need to upgrade their technology and customer service solutions, business opportunities are on the line: the global call centre service revenues are expected to reach US$189.3 Billion by 2015.

Whether a call centre is the core of your business or the first line of contact with your current and future customers, we have the reports and market research that you need to enhance your success. The publications listed under Research and Markets’ Call Centre category cater for both vendors and service providers and companies that have a contact centre (either in-house or outsourced), with a wealth of information about the most recent technologies, the trends, opportunities and challenges of the market and the top players that are leading the way.

Topics covered include but are not limited to: inbound contact routing, including automated call distribution (ACD) and computer telephony integration (CTI); interactive voice response (IVR) and voice portals; outbound dialers; quality monitoring; contact center analytics (including speech analytics); queuing solutions; workforce software management. Show Less
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PRODUCT TITLE
Telephone Call Centers World Report Telephone Call Centers World Report - Product Thumbnail Image

Telephone Call Centers World Report

TELEPHONE CALL CENTERS WORLD REPORT The Telephone Call Centers World Report gives Market Consumption / Products / Services for over 200 countries by 6 to 10-Digit NAICS Product Codes by 3 Time series:...

April 2014
Telephone Call Center Lines World Report Telephone Call Center Lines World Report - Product Thumbnail Image

Telephone Call Center Lines World Report

TELEPHONE CALL CENTER LINES WORLD REPORT The Telephone Call Center Lines World Report gives Market Consumption / Products / Services for over 200 countries by 6 to 10-Digit NAICS Product Codes by...

April 2014

Call Centres (France)

Plimsoll Publishing’s CALL CENTRES (France) Analysis provides a detailed overview of the CALL CENTRES (France) market and delivers a comprehensive individual analysis on the top 340 companies, including...

April 2014
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Call Centres (Nordic) Call Centres (Nordic) - Product Thumbnail Image

Call Centres (Nordic)

Plimsoll Publishing’s CALL CENTRES (Nordic) Analysis provides a detailed overview of the CALL CENTRES (Nordic) market and delivers a comprehensive individual analysis on the top 100 companies, including...

April 2014
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Contact Center's Customer Experience in Brazil

The study covers the quality of Brazilian contact center customer service For example, PROCON state consumer protection bodies are executing national policies at municipal and state levels, while corporate...

February 2014
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Contact Center Outsourcing Services Market in Latin America

The Latin American contact center outsourcing services market experienced high growth during 2012 and 2013, mostly in domestic markets The Latin American market is highly concentrated compared with...

February 2014
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China's Contact Center (Call Centre) Market - 2014 to 2018 China's Contact Center (Call Centre) Market - 2014 to 2018 - Product Thumbnail Image

China's Contact Center (Call Centre) Market - 2014 to 2018

This new 2014 market research report provides an analysis of the Contact Center industry in the PRC As the sophistication and needs of Chinese consumers evolve, we are seeing strong growth rates in...

January 2014
Opportunities in a Mature Contact Center Market Opportunities in a Mature Contact Center Market - Product Thumbnail Image

Opportunities in a Mature Contact Center Market

This report forecasts that the total number of contact center seats will shrink from 4 1 million in 2012 to 4 million by 2017 Even so, there are opportunities for vendors in this mature market For example,...

December 2013
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2013 - 2014 Speech Analytics Product and Market Report 2013 - 2014 Speech Analytics Product and Market Report - Product Thumbnail Image

2013 - 2014 Speech Analytics Product and Market Report

The year-over-year growth and rapid adoption of speech analytics is a testament to the very real, quantifiable and powerful benefits that this transformative solution delivers to contact centers Speech...

November 2013
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Call Center Strategies 2013 Call Center Strategies 2013 - Product Thumbnail Image

Call Center Strategies 2013

The research conducted during 2013 sought to better understand how companies are handling inbound customer contact companies were asked to share their call center experiences to help identify the practices...

November 2013
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Analysis of the Asia-Pacific Hosted Contact Center Market

This research service includes analysis of the hosted contact center services market in the Asia-Pacific region Market sizing and forecasting is provided for Asia Pacific in terms of both seats and...

October 2013
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2014 U.S. Telemarketing Services Industry-Industry & Market Report

The 2014 U.S. Telemarketing Services Industry-Industry & Market report, published annually , contains timely and accurate industry statistics, forecasts and demographics. The report features 2014...

October 2013
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Call centres in Italy - SWOT analysis Call centres in Italy - SWOT analysis - Product Thumbnail Image

Call centres in Italy - SWOT analysis

This report provides a SWOT analysis on the Call centres Italian market: strategic map of operators by market, product, typology, nationality, strategies observed by the main players in terms of advertising,...

October 2013
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Call centres in Italy - Sector financials Call centres in Italy - Sector financials - Product Thumbnail Image

Call centres in Italy - Sector financials

This report provides financial indicators on the Call centres Italian market: key characteristics and drivers of the demand and supply by segment, main reasons for the trends observed, financial indicators...

October 2013
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Call centres in Italy - Competitive performances and market shares Call centres in Italy - Competitive performances and market shares - Product Thumbnail Image

Call centres in Italy - Competitive performances and market shares

This report supplies information on the competitive performances of the operators of the Call centres Italian market: competitive performances by segment, market shares by segment, by distribution channel,...

October 2013
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Call centres in Italy Call centres in Italy - Product Thumbnail Image

Call centres in Italy

This report supplies information on the Call centres Italian market and its competitors: market trends, SWOT and key success factors analysis, major companies performance indicators (total turnover,...

October 2013
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Call centres in Italy - Sector environment Call centres in Italy - Sector environment - Product Thumbnail Image

Call centres in Italy - Sector environment

This report provides information on the sector environment of the Call centres Italian market: detailed data on the sector by segment, market trends and its main drivers, competitive forces and their...

October 2013
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Call centres in Italy - Overview Call centres in Italy - Overview - Product Thumbnail Image

Call centres in Italy - Overview

This report provides an overview of the Call centres Italian market and its competitors: key sector data by segment, major recent trends, supply and demand evolution and their main drivers, market leaders,...

October 2013
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Call centres in Italy - Main players Call centres in Italy - Main players - Product Thumbnail Image

Call centres in Italy - Main players

This report supplies information on the competitors typologies of the Call centres Italian market: types of operators, by segment, by nationality or ownership structure, ranking of companies in terms...

October 2013
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Call Centres in the UK Call Centres in the UK - Product Thumbnail Image

Call Centres in the UK

Call Centres in the UK Call centre operations involve inbound and outbound telecommunication services to improve client relations, provide technical assistance, market goods or conduct opinion polls. This...

September 2013
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