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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
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
FROM
Malaysia's Call Center and Shared Service Center Market Forecast: 2013 to 2017 Malaysia's Call Center and Shared Service Center Market Forecast: 2013 to 2017 - Product Thumbnail Image

Malaysia's Call Center and Shared Service Center Market Forecast: 2013 to 2017

Malaysia's BPO and Call Center market continued to grow modestly in 2012 The authors see the number of calls made to Call Centers in Malasyia growing at a rate of 20 percent every year The increase...

July 2013
Indonesia Call Center (Call Centre) Market Forecast: 2013 to 2017 Indonesia Call Center (Call Centre) Market Forecast: 2013 to 2017 - Product Thumbnail Image

Indonesia Call Center (Call Centre) Market Forecast: 2013 to 2017

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 The fourth edition of "Indonesia's...

July 2013
2013 World Contact Center Interaction Recording Systems Market 2013 World Contact Center Interaction Recording Systems Market - Product Thumbnail Image

2013 World Contact Center Interaction Recording Systems Market

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...

March 2013
UK Outsourced Contact Centres: Market insight report UK Outsourced Contact Centres: Market insight report - Product Thumbnail Image

UK Outsourced Contact Centres: Market insight report

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...

March 2013
FROM
China's Contact Center (Call Centre) Market 2013 - 2017 China's Contact Center (Call Centre) Market 2013 - 2017 - Product Thumbnail Image

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

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...

February 2013
Indonesia Contact Center (Call Centre) Market Forecast: 2011 to 2015 Indonesia Contact Center (Call Centre) Market Forecast: 2011 to 2015 - Product Thumbnail Image

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

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...

February 2013
Global Office and Contact Center Headset Market: Headsets Become a Critical UCC Tool Global Office and Contact Center Headset Market: Headsets Become a Critical UCC Tool - Product Thumbnail Image

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

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,...

February 2013
FROM

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

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...

February 2013
FROM
Contact Centres Market Report 2013 Contact Centres Market Report 2013 - Product Thumbnail Image

Contact Centres Market Report 2013

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...

January 2013
FROM
Update on the CRM BPO and Contact Center Outsourcing Services Markets in Brazil 2012 Update on the CRM BPO and Contact Center Outsourcing Services Markets in Brazil 2012 - Product Thumbnail Image

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

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...

December 2012
FROM
Call Centers in India 2011/2012 Call Centers in India 2011/2012 - Product Thumbnail Image

Call Centers in India 2011/2012

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...

December 2012
FROM
Overview on the Latin American Contact Center Applications Markets Overview on the Latin American Contact Center Applications Markets - Product Thumbnail Image

Overview on the Latin American Contact Center Applications Markets

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...

November 2012
FROM

Russian Call Center Outsourcing Market 2012

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...

October 2012
FROM
North American Hosted Contact Center Market: Movement from Best-of-Breed to Suites North American Hosted Contact Center Market: Movement from Best-of-Breed to Suites - Product Thumbnail Image

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

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...

August 2012
FROM
Asia-Pacific Contact Center Outsourcing - Domestic and Offshore Markets Asia-Pacific Contact Center Outsourcing - Domestic and Offshore Markets - Product Thumbnail Image

Asia-Pacific Contact Center Outsourcing - Domestic and Offshore Markets

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...

June 2012
FROM
Assessment of the Asia-Pacific Contact Center Market Assessment of the Asia-Pacific Contact Center Market - Product Thumbnail Image

Assessment of the Asia-Pacific Contact Center Market

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...

June 2012
FROM
Demand Analysis of the BPO and Contact Centre Market within the South African Financial and Retail Sectors Demand Analysis of the BPO and Contact Centre Market within the South African Financial and Retail Sectors - Product Thumbnail Image

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

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...

May 2012
FROM
Analysis of the Mexican and Central America and Caribbean Contact Center Outsourcing Services Market Analysis of the Mexican and Central America and Caribbean Contact Center Outsourcing Services Market - Product Thumbnail Image

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

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...

April 2012
FROM
Avaya Aura® Contact Center - NuViews® Summary Report Avaya Aura® Contact Center - NuViews® Summary Report - Product Thumbnail Image

Avaya Aura® Contact Center - NuViews® Summary Report

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...

March 2012
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