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Call Centres Market Assessment 2006
Key Note Publications Ltd, Jan 2006
Executive Summary
1. Introduction
The Topic
Objectives
Methodology
Original Research
Problems in the Research Process
Definition
2. Strategic Overview
MARKET DYNAMICS AND SEGMENTATION
Employment in Call Centres Still Rising (Moderately) at Home
Table 1: Estimated Employment in Call/Contact Centres in the UK by Sex (000 workers and %), Autumn 2002-Summer 2005
Figure 1: Estimated Employment in Call/Contact Centres in the UK (000 workers), Autumn 2002-Summer 2005
Table 2: Employment in Sales and Customer Service in the UK by Sex (000 workers and %), Autumn 2002-Winter 2004/2005
Growth of UK Contact Centres is Slowing Down
Table 3: Contact Centres and Agent Positions in the UK (actual number and 000 workstations), 1999-2005
Figure 2: Number of Contact Centres in the UK, 1999-2005
Figure 3: Number of Contact Centre Agent Positions in the UK (000 workstations), 1999-2005
Reconciling Estimates
Most Centres are Small
Table 4: Contact Centres in the UK by Size by Number of Workstations (number of centres and %), 2004 and 2005
Table 5: Regional Distribution of Contact Centre Workstations (%), 2004 and 2005
The Public-Sector Boom
Costs Freeze Out Small Companies
COMPETITIVE STRUCTURE
Table 6: Leading Contact Centre Companies in the UK by Turnover, Pre-Tax Profit and Number of Employees (£m and number), 2003/2004
Key Points
3. Work in Call and Contact Centres
High Turnover, Rising Demand
Outsourcers Have Highest Staff Turnover
Table 7: Estimated Staff Turnover of Call/Contact Centre Agents in the UK by Industry Sector (%), 2004
Figure 4: Estimated Staff Turnover of Call/Contact Centre Agents in the UK by Industry Sector (%), 2004
More Staff Required
Wages Rise — and Managers Lead the Way
Companies Suspicious of Home Working
Building A TRaining ladder
The Benefits of Looking After Staff
Key Points
4. The Outsourcing Wave
Outsourced Cold Calls to Hit Buffers
More Comings than Goings
New Centres and Expansions in the UK
Bucking the Trend
Moving Overseas
Cutting the Workforce
The Overall Picture
Global Reach
Key Points
5. Contact Centre Specialists: The In-House Root
OVERVIEW
Capita
Table 8: Financial Results for the Capita Group PLC (£m, number, % and £), Years Ending 31st December 2002-2004
Ventura
Vertex Data Science
Table 9: Financial Results for Vertex Data Science Ltd (£m, number, % and £), Years Ending 31st March 2002-2004
Key Points
6. Contact Centre Services: The Telemarketing Root
OVERVIEW
Moving Away from Outbound CALLING
ANT MARKETING
ARVATO SERVICES
Table 10: Financial Results for Arvato AG and Bertelsmann AG (im and number), Years Ending 31st December 2003 and 2004
BECOGENT
Table 11: Financial Results for beCogent Ltd (£m, number, % and £), Years Ending 30th June 2002-2004
Broadsystem
Table 12: Financial Results for Broadsystem Ltd (£m, number, % and £), Years Ending 30th June 2002-2004
ClientLogic
Table 13: Financial Results for ClientLogic (UK) Ltd (£m, £, % and number), Years Ending 31st December 2001-2003
CPM United Kingdom
Table 14: Financial Results for CPM United Kingdom Ltd (£m, number, % and £), Years Ending 31st December 2002-2004
CJ Garland
Table 15: Financial Results for CJ Garland & Co Ltd (£m, number, % and £), Years Ending 31st October 2002-2004
Harte-Hanks
Table 16: Financial Results for Harte-Hanks UK Ltd (£m, number, % and £), Years Ending 31st December 2001-2003
Inkfish Call Centres
Table 17: Financial Results for Inkfish Call Centres Ltd (£m, number, % and £), Years Ending 30th June 2002 and 2003 and 31st March 2004
Table 18: Financial Results for Domestic & General Group PLC (£m, number, % and £), Years Ending 30th June 2003 and 31st March 2004 and 2005
ION Group
Table 19: Financial Results for Ion Group Ltd (£m, number, % and £), Years Ending 31st March 2003 and 2004 and 31st December 2004
iSky Europe
Table 20: Financial Results for iSky Europe PLC (£m, number, % and £), Years Ending 31st December 2001-2003
The Listening Company
Table 21: Financial Results for The Listening Company Ltd (£m, number, % and £), Years Ending 31st October 2002-2004
MM TEleperformance
Table 22: Financial Results for MM Teleperformance Ltd (£m, number, % and £), Years Ending 30th June 2002 and 2003 and 31st December 2004
Pell & Bales
Table 23: Financial Results for Pell & Bales Ltd (£m, number, % and £), Years Ending 31st March 2002-2004
Promotional Logistics (PROLOG CONNECT)
Table 24: Financial Results for Promotional Logistics Ltd (£m, £, % and number), Years Ending 30th June 2003 and 31st December 2003 and 2004
Response Handling
Table 25: Financial Results for Response Handling Ltd (£m, number, % and £), Years Ending 31st January 2003-2005
Key Points
7. Contact Centre Services: The Communications Root
OVERVIEW
BT
Table 26: Financial Results for BT Group PLC (£m, number, % and £), Years Ending 31st March 2003-2005
Cable and Wireless
Table 27: Financial Results for Cable and Wireless PLC (£m, number, % and £), Years Ending 31st March 2003-2005
Convergys
Sitel
Table 28: Financial Results for Sitel UK Ltd (£m, number, % and £), Years Ending 31st December 2001-2003
Key Points
8. Contact Centre Services: The Systems and Software Root
OVERVIEW
Acxiom
Table 29: Financial Results for Acxiom Ltd (£m, number, % and £), Years Ending 31st March 2002-2004
ASPECT SOFTWARE (Formerly Concerto Software)
Table 30: Financial Results for Concerto Software (UK) Ltd (£m, number, % and £), Years Ending 31st December 2000-2002
Business Systems (UK)
Table 31: Financial Results for Business Systems (UK) Ltd (£m, number, % and £), Years Ending 31st December 2002-2004
Cincom Systems
Table 32: Financial Results for Cincom Systems (UK) Ltd (£m, number, % and £), Years Ending 30th September 2002-2004
Citel Technologies
Table 33: Financial Results for Citel Technologies Ltd (£m, number, % and £), Years Ending 31st March 2001-2003
The Merchants Group
Table 34: Financial Results for The Merchants Group Ltd (£m, number, % and £), Years Ending 30th September 2002-2004
Table 35: Financial Results for Dimension Data Holdings PLC ($m, number, % and $), Years Ending 30th September 2002-2004
Mitel Networks
Table 36: Financial Results for Mitel Networks Ltd (£m, number, % and £), Years Ending 28th April 2002, 27th April 2003 and 25th April 2004
Nice Systems
Plantronics
Table 37: Financial Results for Plantronics Ltd (£m, number, % and £), Years Ending 31st March 2002 and 2003 and 3rd April 2004
Witness Systems
Table 38: Financial Results for Blue Pumpkin Software UK Ltd (£m, number, % and £), Years Ending 31st December 2002 and 31st March 2004 and 2005
Key Points
9. Promotion and Consulting
Advanstar Sells Contact Centre Interests
CMP Media a Major Force
Consultants' Pervasive Influence
Key Points
10. An International Perspective
ContaCT Centres aid Globalisation
India Remains the Offshore Hub
Emerging Centres Elsewhere
European Dimension
Key Points
11. PEST Analysis
Political Factors
Privacy Legislation Has Minor Impact
VAT Complications
Campaigning for Contact Centres
Economic factors
Battening Down the Hatches
The Likely Impact on Call Centres is Considerable
Social factors
Technological factors
Hot Topics
Hot Potential
Key Points
12. Consumer Dynamics
OVERVIEW
Marching Orders for Cold Calling
Customers Flock to Block Telemarketing Calls
Defects in Customer Service
Tips for Contact Centre Managers
GOING BACKWARDS SINCE 2000
Changes in Attitudes to Call Centres between 2000 and 2005
Table 39: Attitudes to Call Centres (% of respondents agreeing), November 2000, February 2002, May 2003, June 2004 and August 2005
Deteriorating Perceptions of Call Centres
Table 40: Perceptions of Call Centres (% of respondents agreeing), February 2002, May 2003, June 2004 and August 2005
Automated Systems a Waste of Time for Customers
Table 41: Experience of Time Being Wasted by Automated Telephone Answering Systems (% of respondents agreeing), November 2000, February 2002, May 2003, June 2004 and August 2005
That Vital Personal Touch
Table 42: Preferences for Personal Service When Contacting Organisations (% of respondents agreeing), November 2000, February 2002, May 2003, June 2004 and August 2005
Demand for Real People, Not Automation
Table 43: Preferences for Contact With `Real People' Rather Than Automation (% of respondents agreeing), November 2000, February 2002, May 2003, June 2004 and August 2005
Call Centres are a Barrier
Table 44: Perceptions of Call Centres as a Barrier (% of respondents agreeing), November 2000, February 2002, May 2003, June 2004 and August 2005
The Internet Rolls On
Table 45: Preferences for Contacting Organisations via the Internet Instead of Telephoning (% of respondents agreeing), November 2000, February 2002, May 2003, June 2004 and August 2005
Call Centres in 2005
Public Prefer Real People to Automation
Table 46: Preferences for Speaking to `Real People' and Experiences of Having Time Wasted by Automated Systems (% of respondents agreeing), August 2005
Helpfulness of Staff: More Deterioration Than Improvement
Table 47: Perceptions of Organisations as Remote from Customers and of Helpfulness of Staff (% of respondents agreeing), August 2005
Problems of Understanding and Identity
Table 48: Ability to Understand Call Centre Staff and Views on Foreign Staff Adopting `UK' Identities (% of respondents agreeing), August 2005
Threats to Customer Loyalty
Table 49: Perceptions That Organisations Benefit Most From Call Centres or That Call Centres Can Reduce Customer Loyalty (% of respondents agreeing), August 2005
Agents Fairly Polite but too Persistent on the Telephone — While Online Communications Gather Momentum
Table 50: Perceptions of Call Centre Job Satisfaction and Politeness and Persistence of Staff, and Preference for Online Communications (% of respondents agreeing), August 2005
Key Points
13. The Future
THE END OF COLD CALLING
Consolidation
Priorities
Cheap but Maybe not so Cheerful
Virtual and Feigned Reality
Forecasts
Table 51: Estimates and Forecasts for Call/Contact Centres in the UK (number of centres, workstations and agents), 2004-2010
Figure 5: Estimated and Forecast Number of Call/Contact Centres in the UK, 2004-2010
Figure 6: Estimated and Forecast Number of Call/Contact Centre Workstations in the UK, 2004-2010
Figure 7: Estimated and Forecast Number of Call/Contact Centre Agents in the UK, 2004-2010
Key Points
14. Glossary
INTRODUCTION
General Terms
Call/Contact Centre TERMS
15. Consumer Confidence
METHODOLOGY
THE WILLINGNESS TO BORROW
Table A: The Average Amount Consumers Are Willing to Borrow in Order to Purchase Expensive Items at Current and Constant November 2004 Prices (£ and £bn), November 2004, February 2005, May 2005, August 2005 and November 2005
The Desire to Borrow Stays Strong
Table B: The Number of Adults Willing to Borrow in Order to Purchase Expensive Items (000 and %), November 2004, February 2005, May 2005, August 2005 and November 2005
THE WILLINGNESS TO SPEND FROM SAVINGS
Table C: The Average Amount Consumers Are Willing to Spend from Savings in Order to Purchase Expensive Items at Current and Constant November 2004 Prices (£ and £bn), November 2004, February 2005, May 2005, August 2005 and November 2005
Consumers Increasingly Cautious
Table D: The Average Amounts Adults are Confident Spending to Purchase Expensive Items (£ and %), November 2004, February 2005, May 2005, August 2005 and November 2005
16. Further Sources
Associations
Publications
General Sources
Government Publications
Other Sources
Bonnier Information Sources
Customers who bought this item also bought
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Shopping Centres Market Assessment 2008
Call Centres Market Assessment 2003
Shopping Centres Market Assessment 2003
Contact Centres: Strategies For Success
The 2009-2014 Outlook for Contact Centres in Africa
The 2009-2014 Outlook for Contact Centres in Europe
The 2009-2014 Outlook for Contact Centres in Japan
Health Clubs & Leisure Centres Market Report 2007
EMEA Hosted Contact Centre Markets
The Reality of IP Contact Centres in the UK
UK Contact Centres in 2004: The State of the Industry - 3rd edition
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