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 ... more

• Call Centres (France)

  EURO€ 618.00USD$ 804.00GBP£ 520.00AUD$ 786.00JPY¥ 79,391.00SEK 5 280,00CHF 758.00CAD$ 819.00 Plimsoll Publishing Ltd, May 2013 , Pages: 720
  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 330 companies, including...

• Telephone Call Centers World Report

  EURO€ 2,318.00USD$ 3,015.00GBP£ 1,950.00AUD$ 2,949.00JPY¥ 297,715.00SEK 19 798,00CHF 2'842.00CAD$ 3,073.00 PureData, May 2013 , Pages: 2114
  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:...

• Telephone Call Center Lines World Report

  EURO€ 2,318.00USD$ 3,015.00GBP£ 1,950.00AUD$ 2,949.00JPY¥ 297,715.00SEK 19 798,00CHF 2'842.00CAD$ 3,073.00 PureData, May 2013 , Pages: 2014
  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...

• 2013 World Contact Center Interaction Recording Systems Market

  EURO€ 2,533.00USD$ 3,295.00GBP£ 2,131.00AUD$ 3,223.00JPY¥ 325,325.00SEK 21 634,00CHF 3'106.00CAD$ 3,358.00 Pelorus Associates, Mar 2013 , Pages: 186
  Pelorus' definition of interaction recording includes speech analytics, quality management software, and voice the customer applications The report includes market sizing and market share information...

• UK Outsourced Contact Centres: Market insight report

  EURO€ 826.00USD$ 1,075.00GBP£ 695.00AUD$ 1,051.00JPY¥ 106,109.00SEK 7 056,00CHF 1'013.00CAD$ 1,095.00 Apex Insight, Mar 2013 , Pages: 44
  The contact centre industry is relatively young It grew rapidly over the past couple of decades but has been impacted by recent, less certain, economic conditions Its working practices have continued...

• Telephone Call Centers

  EURO€ 99.00USD$ 129.00GBP£ 83.00AUD$ 126.00JPY¥ 12,737.00SEK 847,00CHF 122.00CAD$ 131.00 First Research, Feb 2013 , Pages: 10
  First Research is the leading industry intelligence company that helps sales teams perform faster and smarter, open doors, and close more deals. First Research performs the heavy lifting" by synthesizing...

• China's Contact Center (Call Centre) Market 2013 - 2017

  EURO€ 530.00USD$ 495.00GBP£ 301.00AUD$ 721.00JPY¥ 60,740.00SEK 4 271,00CHF 711.00CAD$ 662.00 Asia Pacific Research Group (APRG), Feb 2013 , Pages: 30
  This new 2013 market research report is an assessment of the ContactCenter industry in the PRC - we are seeing double digit growth rates in technology spending for Contact Center services and technology...

• Indonesia Contact Center (Call Centre) Market Forecast: 2011 to 2015

  EURO€ 530.00USD$ 495.00GBP£ 301.00AUD$ 721.00JPY¥ 60,740.00SEK 4 271,00CHF 711.00CAD$ 662.00 Asia Pacific Research Group (APRG), Feb 2013 , Pages: 27
  The Indonesia Call Center market will continue its strong growth in 2013 as a robust economy with strong domestic consumption continues to drive this sector forward Analyts at APRG have just published...

• Global Office and Contact Center Headset Market: Headsets Become a Critical UCC Tool

  EURO€ 4,612.00USD$ 6,000.00GBP£ 3,880.00AUD$ 5,868.00JPY¥ 592,398.00SEK 39 395,00CHF 5'655.00CAD$ 6,114.00 Frost & Sullivan, Feb 2013 , Pages: 83
  This study provides an in-depth analysis of the global office and contact center headset market As part of this analysis, Frost & Sullivan has identified market drivers, restraints, demand patterns,...

• Analysis of the Argentinean and Chilean Contact Center Outsourcing Services Market 2013

  EURO€ 5,381.00USD$ 7,000.00GBP£ 4,527.00AUD$ 6,847.00JPY¥ 691,131.00SEK 45 961,00CHF 6'598.00CAD$ 7,133.00 Frost & Sullivan, Feb 2013 , Pages: 98
  The contact center outsourcing services market witnessed growth in revenue and workstations in Argentina and Chile during 2011 and 2012 The economic downturn in Europe and United States slowed demand...

• Call Centres in the UK

  EURO€ 634.00USD$ 825.00GBP£ 534.00AUD$ 807.00JPY¥ 81,455.00SEK 5 417,00CHF 778.00CAD$ 841.00 IBISWorld, Jan 2013 , Pages: 28
  International calls: Operators struggle to compete with low-cost offshore centres Call Centres in the UK Industry participants operate as a telecommunications intermediary between consumers and individual...

• Contact Centres Market Report 2013

  EURO€ 1,012.00USD$ 946.00GBP£ 575.00AUD$ 1,377.00JPY¥ 116,055.00SEK 8 161,00CHF 1'358.00CAD$ 1,264.00 Key Note Publications Ltd, Jan 2013 , Pages: 163
  The ongoing economic instability currently being experienced across the UK resulted in a small decline of 1 2% in the number of people employed in call centres and customer care in 2011; however, this...

• Update on the CRM BPO and Contact Center Outsourcing Services Markets in Brazil 2012

  EURO€ 4,612.00USD$ 6,000.00GBP£ 3,880.00AUD$ 5,868.00JPY¥ 592,398.00SEK 39 395,00CHF 5'655.00CAD$ 6,114.00 Frost & Sullivan, Dec 2012 , Pages: 61
  Update on the CRM BPO and Contact Center Outsourcing Services Markets in Brazil 2012: Moving from Contact Center to Customer Experience The base year for this study is 2011 Due to the economy, the market...

• Call Centers in India 2011/2012

  EURO€ 77.00USD$ 100.00GBP£ 65.00AUD$ 98.00JPY¥ 9,863.00SEK 656,00CHF 94.00CAD$ 102.00 Contrium Research GmbH, Dec 2012 , Pages: 18
  This presentation, which is available in Acrobat PDF format, gives a recent (2011/2012) overview of the call center industry in India, including a list of key call center providers in India. The Indian...

• Overview on the Latin American Contact Center Applications Markets

  EURO€ 4,612.00USD$ 6,000.00GBP£ 3,880.00AUD$ 5,868.00JPY¥ 592,398.00SEK 39 395,00CHF 5'655.00CAD$ 6,114.00 Frost & Sullivan, Nov 2012 , Pages: 114
  Evolution of the CRM Applications in Latin America Different markets in the region present different set of opportunities for vendors Increased activity has been seen along the whole region of a move...

• Russian Call Center Outsourcing Market 2012

  EURO€ 1,115.00USD$ 1,450.00GBP£ 938.00AUD$ 1,418.00JPY¥ 143,163.00SEK 9 520,00CHF 1'367.00CAD$ 1,478.00 RBC.MarketResearch, Oct 2012 , Pages: 65
  The review "Russian Call Center Outsourcing Market 2012" deals with the integrated research of the market of call centers (contact centers, context centers) that provide outsourcing services in Russia...

• North American Hosted Contact Center Market: Movement from Best-of-Breed to Suites

  EURO€ 4,612.00USD$ 6,000.00GBP£ 3,880.00AUD$ 5,868.00JPY¥ 592,398.00SEK 39 395,00CHF 5'655.00CAD$ 6,114.00 Frost & Sullivan, Aug 2012 , Pages: 74
  This research service covers the state of the North American hosted contact center market Market segments covered include hosted IVR, hosted ACD, hosted chat, hosted outbound customer contact, and hosted...

• Asia-Pacific Contact Center Outsourcing - Domestic and Offshore Markets

  EURO€ 7,687.00USD$ 10,000.00GBP£ 6,467.00AUD$ 9,781.00JPY¥ 987,330.00SEK 65 658,00CHF 9'425.00CAD$ 10,190.00 Frost & Sullivan, Jun 2012 , Pages: 191
  Asia Pacific’s Large, Qualified Labor Pool Encourages Companies to Outsource their Contact Center Operations to the Region Upsurge in Outsourcing among Domestic Companies Raise Total Market Revenues...

• Assessment of the Asia-Pacific Contact Center Market

  EURO€ 15,373.00USD$ 20,000.00GBP£ 12,934.00AUD$ 19,561.00JPY¥ 1,974,660.00SEK 131 317,00CHF 18'851.00CAD$ 20,380.00 Frost & Sullivan, Jun 2012 , Pages: 58
  A 9 8 Percent Growth in Agent Base Cements Asia Pacific’s Status as the Fastest Growing Region for Contact Center Services Increasing Focus on Quality Bodes Well for Establishments with Trained and...

• Demand Analysis of the BPO and Contact Centre Market within the South African Financial and Retail Sectors

  EURO€ 6,534.00USD$ 8,500.00GBP£ 5,497.00AUD$ 8,314.00JPY¥ 839,230.00SEK 55 810,00CHF 8'012.00CAD$ 8,661.00 Frost & Sullivan, May 2012 , Pages: 66
  Outsourcing of Non-core Processes Offers Companies a Route to Manage Costs and Improve Business Efficiency The South African business process outsourcing (BPO) sector is set to grow significantly over...

• Analysis of the Mexican and Central America and Caribbean Contact Center Outsourcing Services Market

  EURO€ 4,612.00USD$ 6,000.00GBP£ 3,880.00AUD$ 5,868.00JPY¥ 592,398.00SEK 39 395,00CHF 5'655.00CAD$ 6,114.00 Frost & Sullivan, Apr 2012 , Pages: 88
  How Has The Industry Evolved? This study examines the trends in the contact center outsourcing services markets in Mexico as well as Central America and the Caribbean It forecasts market demand and...

• Avaya Aura® Contact Center - NuViews® Summary Report

  EURO€ 106.00USD$ 99.00GBP£ 60.00AUD$ 144.00JPY¥ 12,148.00SEK 854,00CHF 142.00CAD$ 132.00 CXO Reports, Mar 2012 , Pages: 38
  Pre-IPO release on Avaya - A guide to a better understanding of Avaya's Aura® Contact Center Avaya Prospectus The focus of this report is on Avaya's solutions portfolio Since Avaya has filed with the...

• North American Contact Center Outsourcing Markets 2012

  EURO€ 4,612.00USD$ 6,000.00GBP£ 3,880.00AUD$ 5,868.00JPY¥ 592,398.00SEK 39 395,00CHF 5'655.00CAD$ 6,114.00 Frost & Sullivan, Feb 2012 , Pages: 58
  This research study looks at market trends, drivers, and restraints for the North American contact center outsourcing market Contact center services provided by outsourcers include customer service,...

• 2011 World Contact Center Workforce Management Systems Market

  EURO€ 2,302.00USD$ 2,995.00GBP£ 1,937.00AUD$ 2,929.00JPY¥ 295,705.00SEK 19 665,00CHF 2'823.00CAD$ 3,052.00 Pelorus Associates, Nov 2011 , Pages: 123
  This report addresses the market for workforce management (WFM) solutions in contact center environments Several vendors are actively pursuing opportunities to apply WFM technology in various back office...

• North American Hosted Contact Center Markets

  EURO€ 4,612.00USD$ 6,000.00GBP£ 3,880.00AUD$ 5,868.00JPY¥ 592,398.00SEK 39 395,00CHF 5'655.00CAD$ 6,114.00 Frost & Sullivan, Oct 2011 , Pages: 58
  This Frost & Sullivan research report covers the state of the North American hosted contact center market Market segments covered include hosted IVR, hosted ACD, hosted chat, hosted outbound customer...

• Market Opportunity: mVoIP + Social + Presence

  EURO€ 380.00USD$ 495.00GBP£ 320.00AUD$ 484.00JPY¥ 48,873.00SEK 3 250,00CHF 467.00CAD$ 504.00 Mind Commerce LLC, Aug 2011 , Pages: 35
  There is a unique opportunity, for a period of about three years, for certain so called Over-the-Top VoIP providers to offer social networking driven services that represent a low cost/no cost alternative...

• North American Contact Center Systems Market

  EURO€ 5,765.00USD$ 7,500.00GBP£ 4,850.00AUD$ 7,336.00JPY¥ 740,497.00SEK 49 244,00CHF 7'069.00CAD$ 7,642.00 Frost & Sullivan, Jun 2011 , Pages: 126
  This research service covers the state of the North American contact center systems market Market segments covered include inbound contact routing systems, IVR/voice portal systems, outbound dialer...

• The Contact Center in a Profit-Centric Service Organization: Shoring Up the Foundation of Service Delivery

  EURO€ 307.00USD$ 399.00GBP£ 258.00AUD$ 390.00JPY¥ 39,394.00SEK 2 620,00CHF 376.00CAD$ 407.00 Aberdeen Group, May 2011 , Pages: 29
  While newer support channels such as social media and chat dominate the headlines, contact center based interactions still dominate the core of the service and support economy A significant number of...

• Argentinean and Chilean Contact Center Outsourcing Services Markets 2010

  EURO€ 5,381.00USD$ 7,000.00GBP£ 4,527.00AUD$ 6,847.00JPY¥ 691,131.00SEK 45 961,00CHF 6'598.00CAD$ 7,133.00 Frost & Sullivan, Apr 2011 , Pages: 77
  This Frost & Sullivan research service titled Argentinean and Chilean Contact Center Outsourcing Services Markets 2010 examines trends and forecasts market demand for services delivered both in each...

• Brazilian Contact Center Outsourcing Services Market 2010

  EURO€ 5,381.00USD$ 7,000.00GBP£ 4,527.00AUD$ 6,847.00JPY¥ 691,131.00SEK 45 961,00CHF 6'598.00CAD$ 7,133.00 Frost & Sullivan, Apr 2011 , Pages: 60
  This Frost & Sullivan research service titled Brazilian Contact Center Outsourcing Services Market 2010 provides an in-depth analysis of the market drivers and restraints, industry trends, and competitive...

• Dialing In: Enhancing the Call Center Experience

  EURO€ 2,652.00USD$ 3,450.00GBP£ 2,231.00AUD$ 3,374.00JPY¥ 340,629.00SEK 22 652,00CHF 3'252.00CAD$ 3,515.00 Datamonitor, Mar 2011 , Pages: 47
  The call center remains an important part of the banking experience. Although it is generally less popular than the branch and has been eclipsed in some areas by the online channel, consumers remain...

• Deriving Business Value from On-Demand Contact Center Solutions

  EURO€ 307.00USD$ 399.00GBP£ 258.00AUD$ 390.00JPY¥ 39,394.00SEK 2 620,00CHF 376.00CAD$ 407.00 Aberdeen Group, Mar 2011 , Pages: 6
  As commoditization pressures in a global economy drive down margins on the product side of business, organizations are looking to leverage their service operations to differentiate themselves from their...

• China's Booming Call Center Market Opportunities in 2011 and Outlook to 2015

  EURO€ 1,386.00USD$ 1,295.00GBP£ 787.00AUD$ 1,885.00JPY¥ 158,905.00SEK 11 175,00CHF 1'860.00CAD$ 1,731.00 Asia Pacific Research Group (APRG), Mar 2011 , Pages: 34
  China's economic growth is having a profound impact on the breadth and depth of the domestic Call Center market Growth in the number of Call Centers and number of agent positions seats in China is steadily...

• Global Contact Center Technology Spending Forecast: 2010-15

  EURO€ 5,765.00USD$ 7,500.00GBP£ 4,850.00AUD$ 7,336.00JPY¥ 740,497.00SEK 49 244,00CHF 7'069.00CAD$ 7,642.00 Ovum, Feb 2011
  Introduction This interactive model derives from Ovum's annual contact center markets and technologies mega-model. The model provides insight into spending on core contact center technologies by region,...

• Indonesia Call Center Market Analysis and Forecast - 2011 to 2015

  EURO€ 963.00USD$ 900.00GBP£ 547.00AUD$ 1,310.00JPY¥ 110,436.00SEK 7 766,00CHF 1'293.00CAD$ 1,203.00 Asia Pacific Research Group (APRG), Jan 2011 , Pages: 32
  The Indonesia Call Center market will continue its double-digit growth in 2011 as a robust economy with strong domestic consumption continues to drive investments to develop or expand Contact Centres...

• Malaysia BPO, Call Center, Data Center Market Analysis and Forecast - 2011 to 2015

  EURO€ 963.00USD$ 900.00GBP£ 547.00AUD$ 1,310.00JPY¥ 110,436.00SEK 7 766,00CHF 1'293.00CAD$ 1,203.00 Asia Pacific Research Group (APRG), Jan 2011 , Pages: 32
  Malaysia's BPO and Contact Center industry continues to experience considerable growth - there are over now 600 Call Centres employing over 25,000 people In addition, Malaysia continues to be popular...

• Global In-House Contact Center Market Forecast: 2010-15

  EURO€ 5,765.00USD$ 7,500.00GBP£ 4,850.00AUD$ 7,336.00JPY¥ 740,497.00SEK 49 244,00CHF 7'069.00CAD$ 7,642.00 Ovum, Dec 2010
  Introduction This model derives from Ovum's annual contact center markets mega-model. It provides insight into in-house contact center and agent positions by region, verticals, countries, and size...

• Asia Pacific Hosted Contact Center Services Market CY 2009

  EURO€ 19,216.00USD$ 25,000.00GBP£ 16,167.00AUD$ 24,452.00JPY¥ 2,468,325.00SEK 164 146,00CHF 23'563.00CAD$ 25,474.00 Frost & Sullivan, Nov 2010 , Pages: 82
  This Frost & Sullivan research service titled Asia Pacific Hosted Contact Center Services Market CY 2009 provides market trends, drivers, restraints, and sizing across six regions In this research,...

• Latin America Contact Center Outsourcing Services Market 2010

  EURO€ 7,687.00USD$ 10,000.00GBP£ 6,467.00AUD$ 9,781.00JPY¥ 987,330.00SEK 65 658,00CHF 9'425.00CAD$ 10,190.00 Frost & Sullivan, Nov 2010 , Pages: 122
  This study examines trends in the Latin American contact center outsourcing services industry and forecasts market demand We provide an extensive coverage of services delivered both in each of the local...

• 2010 World Contact Center Interaction Recording Systems Market

  EURO€ 2,686.00USD$ 3,495.00GBP£ 2,260.00AUD$ 3,418.00JPY¥ 345,072.00SEK 22 948,00CHF 3'294.00CAD$ 3,561.00 Pelorus Associates, Nov 2010 , Pages +: 130
  Global sales of contact center interaction recording systems expect to reach $1 24 billion in 2015 This latest report is the fifth of a series of interaction recording market research reports These...

• UK Call Centres Market Research Report

  EURO€ 1,056.00USD$ 987.00GBP£ 600.00AUD$ 1,437.00JPY¥ 121,101.00SEK 8 516,00CHF 1'417.00CAD$ 1,319.00 Market & Business Development (MBD) Ltd, Oct 2010 , Pages: 73
  The UK call centre market research report analyses market positioning, European positioning, UK economy, market factors and size, market segmentation by sector and function, market trends, outsourcing...

• Assessment of Asia Pacific Contact Center Market CY 2009

  EURO€ 11,530.00USD$ 15,000.00GBP£ 9,700.00AUD$ 14,671.00JPY¥ 1,480,995.00SEK 98 488,00CHF 14'138.00CAD$ 15,285.00 Frost & Sullivan, Sep 2010 , Pages: 62
  This study is an assessment of the contact center industry across 6 regions in APAC: Australia & New Zealand, ASEAN, Greater China, India, South Korea and Japan It contains market sizing and forecasting...

• The Dos And Don'ts Of Hosted Contact Center Implementations

  EURO€ 688.00USD$ 895.00GBP£ 579.00AUD$ 875.00JPY¥ 88,366.00SEK 5 876,00CHF 844.00CAD$ 912.00 Ovum, Jul 2010 , Pages: 12
  As the economy recovers and businesses prepare for retrenchment in consumer spending, enterprises have changed the way they invest in customer service technologies. Today, technology investments in...

• The Market For Contact Center Queuing Solutions

  EURO€ 688.00USD$ 895.00GBP£ 579.00AUD$ 875.00JPY¥ 88,366.00SEK 5 876,00CHF 844.00CAD$ 912.00 Ovum, Jul 2010 , Pages: 13
  By its broadest definition, virtual queuing allows callers waiting on hold for an agent to hang up without losing their place in the queue. Though not a new solution, virtual queuing is not common,...

• North American Outbound Dialer Systems Market

  EURO€ 4,612.00USD$ 6,000.00GBP£ 3,880.00AUD$ 5,868.00JPY¥ 592,398.00SEK 39 395,00CHF 5'655.00CAD$ 6,114.00 Frost & Sullivan, Jul 2010 , Pages: 39
  Outbound dialer systems used in contact centers facilitate the automated placement of outbound telephone calls This study focuses on outbound dialer systems that are premises-based This study discusses...

• EMEA Contact Centre Outsourcing Markets

  EURO€ 4,612.00USD$ 6,000.00GBP£ 3,880.00AUD$ 5,868.00JPY¥ 592,398.00SEK 39 395,00CHF 5'655.00CAD$ 6,114.00 Frost & Sullivan, May 2010 , Pages: 65
  This research service looks at market trends, drivers, and restraints for the EMEA contact centre outsourcing market It also provides market size, market segmentation, revenue forecasts, outsourced...

• North American Speech Applications Development Market for Contact Centers

  EURO€ 4,612.00USD$ 6,000.00GBP£ 3,880.00AUD$ 5,868.00JPY¥ 592,398.00SEK 39 395,00CHF 5'655.00CAD$ 6,114.00 Frost & Sullivan, Mar 2010 , Pages: 49
  About two-thirds of North American contact center organizations have plans to either build or enhance their contact center speech applications over the next twelve months based on a Frost & Sullivan...

• Global Contact Center Technology Market 2008-2012

  EURO€ 1,153.00USD$ 1,500.00GBP£ 970.00AUD$ 1,467.00JPY¥ 148,099.00SEK 9 849,00CHF 1'414.00CAD$ 1,528.00 Infiniti Research Limited, Mar 2010 , Pages: 20
  Contact Center Technology solutions help companies maintain communications with its customers. It includes predictive dialers, interactive voice response, automatic call distributors, computer telephone...

• Latin America Contact Center Applications Market

  EURO€ 4,996.00USD$ 6,500.00GBP£ 4,203.00AUD$ 6,357.00JPY¥ 641,764.00SEK 42 678,00CHF 6'126.00CAD$ 6,623.00 Frost & Sullivan, Feb 2010 , Pages: 101
  The Latin American contact center applications market reached $508 1 million in 2008, a growth of 11 1 percent when compared to 2007 The first semester of the year presented a healthy growth, but as...

• Call Centres - Business Ratio Report

  EURO€ 642.00USD$ 600.00GBP£ 365.00AUD$ 874.00JPY¥ 73,670.00SEK 5 181,00CHF 862.00CAD$ 802.00 Key Note Publications Ltd, Feb 2010
  This Business Ratio Report compares the financial performance of the leading players in this Industry sector, offering a quick and cost-effective competitor analysis tool for senior management Ratios...