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Russian Call Center Outsourcing Market 2012 - Product Image

Russian Call Center Outsourcing Market 2012

  • Published: October 2012
  • Region: Russia
  • 65 Pages
  • RBC.MarketResearch

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. This market research has been conducted for the eighth time and may be interesting both for the market players (contact centers) and the customers using outsourcing call center services.

The review "Russian Call Center Outsourcing Market 2012" ranks the leading contact centers by their market share, inbound and outbound traffic and agents' places, and also contains information on the volume of the Russian market of outsourcing call center services, the turnovers of the largest contact centers, the number of assembled and used operators' places, and names the cities where the operator sites of outsourced call centers are located.

Separate sections are concerned with the personnel policy, the analysis of outsourcing call center servicing fees and the key providers of PCP (call processing center) systems. They contain profiles of Russian developers of solutions for call centers.

As part of the marketing research "Russian Call Center Outsourcing Market 2012" the analysts READ MORE >

ANNOTATION

TABLE OF CONTENTS

LIST OF DIAGRAMS

LIST OF TABLES

SUMMARY

TYPES OF MARKET PLAYERS

RUSSIAN MARKET OF CONTACT CENTER SERVICES
- Market Size and Key Players in the Market of Outsourcing Call Centers
- Market size and the number of operator's places
- Market development model and development factors
- Development of outsourcing call center market in the post-crisis period
- Market Leaders
- Regional Markets

RESULTS OF SURVEY ON RBC WEB-SITE
- Sample Description
- Choice of Channels Relative to Call Center Operator
- Use of Free Calls on 8-800
- Time of Waiting for Connection with Call Center Operator
- Number of Call Center Calling Attempts
- Information during Wait Time
- Termination of Conversation with Call Center Operator
- Factors that Influence Attitude to Company
- Company Reviews
- Voice of Call Center Operator

RESULTS OF SURVEY OF OUTSOURCING CALL CENTERS
- Survey Procedure
- Key Performance Indicators of Outsourcing Call Centers
- Information and Planning
- Equipment
- Outbound Calls
- Operators' Work from Home

FINANCIAL FLOWS AND COST OF SERVICES
- Financial Flow Structure in the Market of Outsourcing Call Centers
- Pricing Policy of Outsourcing Call Centers

PERSONNEL POLICY OF OUTSOURCING CALL CENTERS
- Influence of National Demographic Situation on Call Center Staff Composition
- Personnel Motivation Methods

KEY VENDORS OF EQUIPMENT FOR CALL PROCESSING CENTERS
- Review of Russian Developers of Call Center Solutions
- Naumen
- Infratel
- IntelTelecom
- Telefonnye Sistemy
- Forte-IT
- Other Solutions
- Comparison of Solutions

List of Tables

Table 1. Comparison of Call Centers by Types
Table 2. SWOT Analysis of Call Centers by Types
Table 3. Revenues of Call Centers in 2007-2011, million rub. (Excl. VAT)
Table 4. Russian Largest Outsourcing Call Centers (by Number of Used Workplaces), 2005-2012
Table 5. Largest Outsourcing Call Centers by Processed Inbound Voice Calls, 2012
Table 6. Largest Outsourcing Call Centers by Processed Outbound Voice Calls, 2012
Table 7. Largest Outsourcing Call Centers by Processed Inbound Voice Traffic, 2012
Table 8. Largest Outsourcing Call Centers by Processed Outbound Voice Traffic, 2012
Table 9. Largest Outsourcing Call Centers by Processed IVR Traffic, 2012
Table 10. Largest Outsourcing Call Centers by Processed Electronic Mail and SMS, 2012, Messages per Day
Table 11. Largest Outsourcing Call Centers by Area of Operator Floors, 2012
Table 12. Number of Outside Telephone Lines in Outsourcing Call Centers Including IP-Telephony Lines, 2012
Table 13. Consumer Survey: Social and Demographic Characteristics, 2011
Table 14. Survey Results: Influence of Operator's Accent (Dialect) on Attitude to Such Company, Distribution by Respondents' Age, 2012
Table 15. Approximate Prices Offered by Outsourcing Call Centers
Table 16. Changes in Average Price Quotations in 2011 (weighted by the number of operator's places)
Table 17. Percentage of Operator's Time Spent on Training and Contacts with Supervisor, %
Table 18. Salary Level of Call Center Employees
Table 19. Ratio of Average Monthly Salaries of Call Center Employees in Moscow and in Provinces
Table 20. Growth of Average Operator Salaries in Moscow and Provinces, 2010-2012
Table 21. Training and Development
Table 22. Average Operator Load in Call Centers
Table 23. Equipment and Software Used by Outsourcing Call Centers
Table 24. Total Number of Call Center Solutions Implemented in Russia, According to Vendors
Table 25. Number of Call Center Solutions Implemented in Russia in 2011
Table 26. Total Number of Solutions for Outsourcing Call Centers Implemented in Russia
Table 27. Comparison of Solutions

List of Figures

Figure 1. Market Structure
Figure 2. Call Centers Outsourcing Market in Russia (2001-2011)
Figure 3. Used Workplaces in Outsourcing Call Centers and Their Growth Rates, 2004-2012
Figure 4. Number of Call Centers and Used Agent's Places Depending on Outsourcing Call Center Size, 2011
Figure 5. . Russian Market of Outsourcing Call Centers - Development Model
Figure 6. Development of Outsourcing Call Centers in Russia
Figure 7. Expected Development of Outsourcing Call Center Market in Russia in 2012-2015
Figure 8. Market Concentration Curve (2006-2011)
Figure 9. Russian Largest Outsourcing Call Centers (by Number of Used Workplaces), 2005-2012
Figure 10. Market Shares of Outsourcing Call Centers by Total Voice Traffic (without IVR), 2012
Figure 11. Ratio of Markets of Moscow, Saint-Petersburg and Regions
Figure 12. Distribution of Remote Call Processing Centers in Russia
Figure 13. Attitude of Call Center Executives to Site Relocation to Provinces, 2011-2012
Figure 14. Consumer Survey: Social and Demographic Characteristics, 2011
Figure 15. Survey Results: Means of Client-Company Communication Depending on Respondents' Sex, 2012
Figure 16. Survey Results: Means of Client-Company Communication, Distribution by Respondents' Age, 2012, % of Respondents
Figure 17. Survey results: Subscriber Use of Toll-Free Telephone Lines (8-800), 2012
Figure 18. Survey Results: Time of Waiting for Connection with Operator, Distribution by Respondents' Sex, 2012
Figure 19. Survey Results: Subscribers' Readiness to Pay for Priority Connection with Call Center Operator, 2011, % of Respondents
Figure 20. Survey Results: Number of Attempts to Get Through to Call Center Operator That Client is Ready to Make if Line is Busy, 2012
Figure 21. Survey Results: Clients' Readiness to Use ""Call Me Back” Function in Case of Problems with Getting through to Call Center Operator, Distribution by Respondents' Sex, 2012
Figure 22. Survey Results: What Subscriber prefers to Listen While Waiting for Connection with Call Center Operator, 2012
Figure 23. Survey Results: Reasons that Make Subscriber Terminate the Call, 2012
Figure 24. Survey Results: Influence of Operator's Accent (Dialect) on Attitude to Such Company
Figure 25. Survey Results: Influence of Operator's Accent (Dialect) on Attitude to Such Company, Distribution by Respondents' Age, 2012
Figure 26. Survey Results: Does Low Phone Support Standards Influence Your Attitude to Products/Services of Company Itself
Figure 27. Survey Results: Does Low Phone Support Standards Influence Your Attitude to Products/Services of Company Itself, Distribution by Respondents' Age, 2012
Figure 28. Survey Results: Sources of Information (Reviews) about Activity of Some Company
Figure 29. Survey Results: Sources of Information (Reviews) about Activity of Some Company, Distribution by Age
Figure 30. Survey Results: Where Respondents Prefer to Place Their Reviews about Companies
Figure 31. Survey Results: What Usually Makes You Write Reviews
Figure 32. Survey Results: To How Many People Respondents Usually Give Face-to-Face Recommendations about Particular Company
Figure 33. Survey Results: Subscribers' Preference in Respect of Call Center Operator's Voice, 2011, % of the respondents
Figure 34. Customer Survey: Importance of Consultant's Sex for Men When They Contact a Call Center, 2011, % of Respondents to This Question
Figure 35. Customer Survey: Importance of Consultant's Sex for Women When They Contact a Call Center, 2011, % of Respondents to This Question
Figure 36. Survey Results: Do You Become More Trustful to Operator If You See Their Picture (Photo or Online Video), Distribution by Respondents' Sex, 2011, % of Respondents
Figure 37. Importance of Call Center Performance Indicators (for All Respondents)
Figure 38. Importance of FCR Measurement Methods for Customers (for All Respondents)
Figure 39. Management Tasks Assigned to Management (for All Respondents)
Figure 40. Planning Horizon When Making Operators' Schedule, Frequency in %
Figure 41. Most Important Criteria When Choosing a Vendor
Figure 42. Types of Outbound Calls, %
Figure 43. Combination of Inbound and Outbound Calls, All Respondents, %
Figure 44. Attitude of Call Center Management to Operators' Work from Home (Average Score for All Respondents)
Figure 45. Indicative Diagram of Financial Flows in Call Center Market
Figure 46. Cost of Call Center Services (Weighted by Number of Operator's Places)
Figure 47. Cost of Call Center Services (by Number of Call Centers)
Figure 48. Distr4ibution of Operators' Age Categories in Outsourcing Call Centers, 2012, %
Figure 49. Population Size by Sex and Age in Early 2012, %
Figure 50. Training for New Employees
Figure 51. Usage of Equipment from Different Manufacturers in Outsourcing Call Centers, 2012
Figure 52. Shares of Manufacturers by Number of Installed Workplaces, 2012

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