Telemarketing - Global Strategic Business Report

Global Industry Analysts, Inc, July 2010, Pages: 186

This report analyzes the US and Japanese markets for Telemarketing in US$ Million. Annual estimates and forecasts are provided for the period 2007 through 2015. Also, a six-year historic analysis is provided for these markets. The report profiles 226 companies including many key and niche players such as AnswerNet Network, Contact America, Inc., Business Beanstalk Telemarketing Services and Call Center Solutions, Convergys Corporation, Intelemark, Quest Marketing, Inc., Sitel, Talk 2 Rep, Inc., TeleTech Holdings, Inc., Tele Resources, Inc., The Telemanagement Group, West Corporation, Bellsystem24, Inc., and Moshi Moshi Hotline, Inc. Market data and analytics are derived from primary and secondary research. Company profiles are mostly extracted from URL research and reported select online sources.

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TELEMARKETING

A US & JAPANESE MARKET REPORT

CONTENTS

I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS

Study Reliability and Reporting Limitations I-1
Disclaimers I-2
Data Interpretation & Reporting Level I-3
Quantitative Techniques & Analytics I-3
Product Definitions and Scope of Study I-3

II. A US & JAPANESE MARKET REPORT

1. INDUSTRY OVERVIEW II-1
Telemarketing – A Proven Strategy for Sales Promotion II-1
A Marketing Strategy to Cope with Economic Recession II-1
Telemarketing for Business-to-Business Activities II-2
Top Strategies for Business Sales Activity II-2
Outsourced Telemarketing Services Gain Popularity II-2
Co-Sourced Telemarketing Strategy Gains Strength II-3
Telemarketing for Lead Generation II-3
Benefits of Telemarketing Vis-à-vis Alternate Lead Generation
Models II-3
India – A Favored Offshore Telemarketing Call Center Destination II-3

2. PRODUCT OVERVIEW II-5
Telemarketing – A Conceptual Definition II-5
Telemarketing Services & Applications II-5
Procedure for Making Telemarketing Calls II-6
Identifying Potential Telemarketing Customers II-6
Technology Used in Telemarketing Operations II-7
Autodialer II-7
Automatic Call Distributor (ACD) II-7
Predictive Dialer II-7
Customer Relationship Management (CRM) II-7
TeleBlock II-7
Private Branch Exchange (PBX) II-7
Analyzing Failure of Telemarketing Services II-7
Classification of Telemarketing Services II-8
On The Basis Of Direction of Call II-8
Inbound or Incoming Calls II-8
Outbound or Outgoing Calls II-9
On the Basis of End-Users II-9
Business-To-Business Telemarketing II-9
Business-To-Consumer Telemarketing II-9
On The Basis Of Call Operator II-10
In-House Telemarketing II-10
Outsourced Telemarketing II-10
Compensation Models for Outsourced Teleservices Providers II-11
Retainer-Based Model II-11
Pay-Per-Appointment II-11
Pay-Per-Lead II-11
Pay-Per-Record II-11
Full-Time Equivalent (FTE)-Based Model II-11

3. REGULATORY ENVIRONMENT II-12
Do Not Call Register/Act II-12
Telemarketing Legislations in Select Countries II-12
The US Telemarketing Rule II-12
Amendments to FTC's Telemarketing Sales Regulation II-12
Regulation Bars Pre-Recorded Telemarketing Calls Without
Consent II-13
Opt-Out Option Amendment for Do Not Call Legislation II-13
Australia II-13
Canada II-13
Germany II-14

4. THE UNITED STATES II-15
A.Market Analysis II-15
Overview II-15
Growing Popularity of Outsourced Telemarketing Services II-15
Technological Advancements Favor Growth II-16
Emergence of New Telemarketing Services II-16
Telemarketers Support Online Sales II-16
Recession Fostering Telemarketing Scams? II-16
Spoofing of Caller IDs – The Latest Telemarketing Fraud II-16
Telemarketing Services for Newspapers Marketing II-17
Table 1: Telemarketing Operations for Newspapers in the US
(2008): Percentage Share Breakdown for In-House
Telemarketer, External Agency/Contractor, and Both
(includes corresponding Graph/Chart) II-17
Telemarketing in Publishing Industry II-18
Challenges Facing the Industry II-18
Key Players II-18
AnswerNet Network II-18
Contact America, Inc. II-19
Business Beanstalk Telemarketing Services and Call Center
Solutions II-19
Convergys Corporation II-19
Intelemark II-19
Quest Marketing, Inc. II-20
Sitel II-20
Talk 2 Rep, Inc. II-20
TeleTech Holdings, Inc. II-21
Tele Resources, Inc. II-21
The Telemanagement Group II-21
West Corporation II-21
B.Market Analytics II-22
Table 2: US Recent Past, Current and Future Analysis for
Telemarketing Analyzed with Annual Revenue Figures in US$
Million for Years 2007 through 2015 (includes corresponding
Graph/Chart) II-22

Table 3: US Historic Review for Telemarketing Analyzed with
Annual Revenue Figures in US$ Million for Years 2001 through
2006 (includes corresponding Graph/Chart) II-22

5. JAPAN II-23
A.Market Analysis II-23
Overview II-23
Telemarketing Services Market – At a Glance II-23
Key Player II-24
Bellsystem24, Inc. II-24
Moshi Moshi Hotline, Inc. II-24
B.Market Analytics II-25
Table 4: Japanese Recent Past, Current and Future Analysis
for Telemarketing Analyzed with Annual Revenue Figures in
US$ Million for years 2007 through 2015 (includes
corresponding Graph/Chart) II-25

Table 5: Japanese Historic Review for Telemarketing Analyzed
with Annual Revenue Figures in US$ Million for years 2001
through 2006 (includes corresponding Graph/Chart) II-25

6. RECENT INDUSTRY ACTIVITY II-26
Datacom SEA Inks Agreement with SAP APJ II-26
BPO Asia Selects Drishti-Soft for Offering Communications
Solution II-26
Blueview Takes Over Logicall Results and Digital agency Glass II-26
TMone Selects Five9 Virtual Call Center Suite II-26
Bain Capital Acquires BELLSYSTEM24 II-27
Info Valley Limited Unveils Maxicon II-27
Trustmark Mutual Holding Takes Over Health Contact Partners II-27
Max ASP Chooses Flexor Software of Camrivox II-27
Cordia Inks Reseller Agreement with IP-Coverage II-28
Grupo Atento Takes Over Telemarketing Prague II-28
Global Hotline Philippines and MENSA GROUP Sign Agreement II-28
Rainmaker Systems Takes Over Qinteraction Philippines II-28
24/7 Marketing Takes Over OnCall Subscriber Management II-29
Darby Dental Supply to Take Over Becker-Parkin's Telesales
Operations II-29
Riverlake Partners Takes Over OCurrance Teleservices II-29
OneContact Purchases The Marketing Leaders II-29

III. COMPETITIVE LANDSCAPE

Total Companies Profiled: 226 (including Divisions/Subsidiaries - 227)

---------
Region/Country Players
---------
The United States 37
Canada 1
Japan 2
Europe 166
France 24
Germany 41
The United Kingdom 24
Italy 11
Spain 4
Rest of Europe 62
Asia-Pacific (Excluding Japan) 16
Middle East 5
---------

Growing businesses require the capabilities of various marketing channels for ensuring success of their promotional activities. Telemarketing is one such strategy that seeks to boost sales by bridging the gap between prospective customers (consumers and business) and the seller. Telemarketing is an extremely useful promotional tool, particularly for retention and acquisition of customers, product sales, and outbound lead generation in business-to-business (B2B) transactions. The global economic meltdown has brought to fore the significance of various marketing approaches – direct mail, email and telemarketing, for reviving sales. As telemarketing primarily involves selling products to consumers, reduction in consumer spending during economic recession adversely impacts the volume of activity in the industry.

Growth in the telemarketing industry is driven by the advent of advanced telecommunications technology coupled with the growing popularity of direct response advertising services, as stated by the new market research report on telemarketing. The demand for telemarketing services in the United States is primarily determined by the extent of consumer spending as well as the level of business activity. The market faces stiff competition from offshore telemarketing operators. Further, stringent regulatory controls such as laws pertaining to national Do-Not-Call (DNC) registry established by Federal Trade Commission (FTC) make it difficult for telemarketing companies to acquire new users.

A major trend witnessed in the telemarketing industry is the growing popularity of outsourcing providers for provision of telemarketing services. Outsourced services hold an edge over in-house telemarketing services, as they allow companies to focus on core competencies while cutting costs, and improving overall operational efficiency. Outsourcing market also benefits from the development of low-cost outsourcing solutions for provision of customer support services, particularly those related to technical products and services.

Players profiled in the report include AnswerNet Network, Business Beanstalk Telemarketing Services and Call Center Solutions, Convergys Corporation, Intelemark, Quest Marketing Inc., Sitel, Talk 2 Rep Inc., TeleTech Holdings Inc., Tele Resources Inc., The Telemanagement Group, and West Corporation, among others.

© Global Industry Analysts, Inc.

- AnswerNet Network
- Business Beanstalk Telemarketing Services and Call Center Solutions
- Convergys Corporation
- Intelemark
- Quest Marketing Inc.
- Sitel
- Talk 2 Rep Inc.
- TeleTech Holdings Inc.
- Tele Resources Inc.
- The Telemanagement Group
- West Corporation

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