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Contact Centres Market Report 2013 Product Image

Contact Centres Market Report 2013

  • ID: 2474825
  • January 2013
  • Region: United Kingdom
  • 163 Pages
  • Key Note Publications Ltd

FEATURED COMPANIES

  • Aspect Software Ltd
  • BT
  • Cisco
  • Geoban UK Ltd
  • ONI PLC
  • Serco Group PLC
  • MORE

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 followed a rise of 8.2% in 2010. Despite the decline observed in 2011, along with continued concerns that have plagued the economy in recent years, the contact centres market in the UK has continued to remain relatively robust, with total turnover estimated to have grown by 5.4% between 2010 and 2011. On top of this, over the past few years a number of companies have opted to transfer their contact centre operations back into the UK, following an initial trend to outsource to overseas firms observed during the early 2000s. Recruitment has been high in the North of the country, with many companies attracted by the low property rental prices and cheaper wage costs available within northern counties. This trend, termed ‘Northshoring', is set to continue over the next few years, as more companies look to move their contact centres back to the UK following an increasing number of consumer complaints regarding miscommunication when talking to overseas call agents.

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FEATURED COMPANIES

  • Aspect Software Ltd
  • BT
  • Cisco
  • Geoban UK Ltd
  • ONI PLC
  • Serco Group PLC
  • MORE

Contact Centres 2013
Foreword
Executive Summary
Introduction

BACKGROUND
Methodology

DEFINITION
Strategic Overview

MARKET DYNAMICS
Issues for Callers
Issues for Contact Centres
Award Winners: CCA Excellence Awards
Market Size
Technology and Infrastructure

COMPETITIVE STRUCTURE
Industry Background
Structure

CONSUMER TRENDS
MARKET OUTLOOK
Work In Call and Contact Centres

INTRODUCTION

NUMBER OF EMPLOYEES

HOME WORKING - BENEFITS AND BARRIERS

STAFF TURNOVER IN CONTACT CENTRES

SALARY

TRAINING
In-House and Outsourcers

INTRODUCTION

OUTSOURCING

CUSTOMER SERVICE
Marketing and Outbound Calls

INTRODUCTION

OUTBOUND ACTIVITY
Call Blending
A Multichannel Strategy
LEGISLATION
Ofcom
Privacy and Electronic Communications Regulations
Contact Centre Software and Technology Solutions

INTRODUCTION

TELECOMMUNICATIONS NETWORK

HARDWARE COMPONENTS

CRM AND SOFTWARE SOLUTIONS
Call Recording
Dynamic Scripting
Interaction Analytics
Self-Service
Promotion and Consulting

CUSTOMERS OPTING OUT

EXHIBITIONS

RELATED TECHNOLOGY EVENTS AND EXHIBITIONS

INDUSTRY INFORMATION AND CONSULTING SERVICES
An International Perspective
INTRODUCTION

EUROPE, MIDDLE EAST AND AFRICA
Europe
Middle East
Africa

ASIA/PACIFIC
The Philippines
Australia
The PRC

NORTH AMERICA
Canada
The US

LATIN AMERICA
Brazil
Mexico
PEST Analysis

POLITICAL
Ofcom to Fine Silent Call Repeat Offenders Up To £2m
Amendments Made to the Privacy and Electronic Communications Directive
Citizens Advice Recommends Ban on PPI Cold Calling

ECONOMIC
General Economic Trends

SOCIAL
ICO Fines Spam Text Message Culprits Up To £500,
Call Centres Found to Be Taking Advantage of Low-Paid Prison Workers

TECHNOLOGICAL
Popularity of the Multichannel Contact Centre Continues to Grow
Virtual Contact Centres
Rollout ofG and Superfast Broadband in the UK to Boost Internet Protocol Telephony
Consumer Dynamics

INTRODUCTION

COMMUNICATION CHANNELS
Telephone
E-mail and Website Click-Throughs
Visiting a Main or Branch Office
Letter or Fax
Instant Messenger/Social Media
Demand for Flexible Communication Channels

PROBLEMS WITH AUTOMATED TELEPHONE SERVICES
Demand to Speak to Real Person Still High
Time Wasting

QUERIES AND COMPLAINTS HANDLING
Queries
Complaints

THE SUCCESS OF TELESALES

ISSUES WITH COMMUNICATION OVER THE PHONE
Competitor Analysis

INTRODUCTION

OUTSOURCERS
Capita PLC
CPM UK Ltd
Geoban UK Ltd
The Innovation Group PLC
Serco Group PLC
Vertex Data Science Ltd

SOFTWARE AND INFRASTRUCTURE SUPPLIERS
Aspect Software Ltd
Avaya UK Ltd
BT
Cisco
IBM Global Process Services
Mitel Networks Ltd
ONI PLC
Qas Ltd
Salesforce
The Future

THE RISE OF 'NORTHSHORING'

NEW CONTACT CENTRE MODELS TO BE TESTED
The 'Virtual' Model
The Social Business

SOCIAL MEDIA AND THE MULTICHANNEL

GROWTH IN STAFF RECRUITMENT FORECAST UP TO
Further Sources
Associations
Publications
General Sources
Government Publications
Other Sources
Understanding Consumer Survey Data
Number, Profile, Penetration
Social Grade
Standard Region

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- Aspect Software Ltd
- Avaya UK Ltd
- BT
- CPM UK Ltd
- Capita PLC
- Cisco
- Geoban UK Ltd
- IBM Global Process Services
- Mitel Networks Ltd
- ONI PLC
- Qas Ltd
- Serco Group PLC
- The Innovation Group PLC
- Vertex Data Science Ltd

Note: Product cover images may vary from those shown
Note: Product cover images may vary from those shown

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