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Contact Centres Market Report 2015

  • ID: 3108313
  • February 2015
  • Region: United Kingdom
  • 141 Pages
  • Key Note Publications Ltd

FEATURED COMPANIES

  • Accenture (UK) Ltd
  • Arvato Ltd
  • Capgemini UK PLC
  • Capita PLC
  • Serco Group PLC
  • Sitel UK Ltd
  • MORE

The past few years have seen the UK contact centres market continue to strengthen in the wake of the recession and weakened economic environment, with total market turnover rising by an unprecedented 11% in 2013 alone, according to data compiled by National Statistics. A combination of factors have served to drive this stronger than expected market growth, including the continued emergence of the UK as a service-led economy, an ongoing trend towards re-shoring contact centre operations back in the UK, and the centralisation of the contact centre as a key element within customer service-led corporate strategies.

The proliferation of communications channels has also had a significant impact on the contact centres market in recent years, with the sharp uptake of mobile platforms, such as smartphones and tablet computers, revolutionising the way in which customer service is now being delivered by contact centres. Social media represents just one area of growth, with the increasing popularity of social networks serving to drive this particular channel’s integration within the multi-channel contact centre of today.

Other channels to display stronger growth in recent years READ MORE >

Note: Product cover images may vary from those shown

FEATURED COMPANIES

  • Accenture (UK) Ltd
  • Arvato Ltd
  • Capgemini UK PLC
  • Capita PLC
  • Serco Group PLC
  • Sitel UK Ltd
  • MORE

1. Foreword

2. Introduction and Definition
REPORT COVERAGE

MARKET DEFINITION

MARKET SECTORS

3. Executive Summary

4. What's KEY in the Market?
KEY DRIVERS

MARKET TRENDS
Service Sector Continues to Lead UK Growth
Uptake of IP Telephony Continues Across All Enterprise Sizes
The Emergence of the Multi-Channel Contact Centre
Re-Shoring: A Growing Phenomenon

ECONOMIC TRENDS

MARKET POSITION

HOW ROBUST IS THE MARKET?

5. Market Size, Segmentation and Forecasts
MARKET SIZE and SEGMENTATION
The Total Market
Market Sectors

FORECASTS
Future Trends
Future Economic Trends
Forecast Total Market

MARKET GROWTH

6. Work In Call and Contact Centres
INTRODUCTION

NUMBER OF EMPLOYEES

SALARY

HOME WORKING AND TELECOTTAGING - BENEFITS AND BARRIERS

STAFF ATTRITION IN CONTACT CENTRES

TRAINING

7. In-House and Outsourcing
INTRODUCTION

OUTSOURCING

THE FUTURE

8. Marketing and Outbound Calls
INTRODUCTION

OUTBOUND ACTIVITY
Call Blending
Proactive Customer Service
The Multi-Channel and Mobile

9. Contact Centre Software and Technology Solutions
INTRODUCTION

THE TRANSITION TO IP
CRM and OTHER SOFTWARE SOLUTIONS
Call Recording
Scripting - Dynamic or Static?
Speech Analytics and Recognition Software
Hosted Versus On-Premises Solutions

10. International Perspective
OVERVIEW

11. Competitor Analysis
INTRODUCTION

MARKET LEADERS
Serco Group PLC
Capita PLC
Accenture (UK) Ltd
Capgemini UK PLC
OTHER COMPANIES
Steria Ltd
The Innovation Group PLC
Teleperformance Ltd
Vertex Group Ltd
Sitel UK Ltd
Arvato Ltd

NUMBER OF COMPANIES
By Turnover
By Employment
Regional Variation in the Marketplace

KEY TRADE ASSOCIATIONS

EXHIBITIONS/TRADE SHOWS

12. Consumer Dynamics
OVERVIEW

COMMUNICATION CHANNELS
Demand for Flexible Communications Channels

AUTOMATED TELEPHONE SERVICES
Preference for Real Call Agents Still High
Automated Systems Waste Time

CUSTOMER SATISFACTION
Queries
Complaints
Call Centre Location is Important
Difficulties in Communication

THE SUCCESS OF TELESALES
Contact Method
Majority of Consumers Still Perceive Sales Calls to be a Nuisance
Consumers Prefer Pre-Arranged Calls
Consumers Under Pressure

13. Strengths, Weaknesses, Opportunities and Threats
STRENGTHS

WEAKNESSES

OPPORTUNITIES

THREATS

14. PESTEL
POLITICAL
Government Launches Action Plan for Tackling Nuisance Calls
Citizens Advice Renews Calls for Ban on Financial Services Cold Calling

ECONOMIC
Prime Minister Warns of Second Global Economic Crisis
Autumn Statement Outlines Plans for Further Public-Sector Spending Cuts

SOCIAL
Calls to Bar Serco and G4S From Bidding for Public-Sector Contracts
Could Outsourcing Help Alleviate Poverty in Developing Nations?

TECHNOLOGICAL
Superfast Broadband Rollout Reaches Over One Million Homes and Businesses
4G Rollout to Boost Mobile Coverage and Communications

ENVIRONMENTAL
Can Virtual Contact Centres Really Cut Carbon Emissions?

LEGISLATION
Flexible Working Extended to All Employees in UK
TPS Launches First Certification Scheme for Telemarketing Industry

15. Further Sources
Associations
Publications
General Sources
Government Publications
Other Sources

16. Understanding Consumer Survey Data
Number, Profile, Penetration
Social Grade
Standard Region

Note: Product cover images may vary from those shown

- Accenture (UK) Ltd
- Arvato Ltd
- Capgemini UK PLC
- Capita PLC
- Serco Group PLC
- Sitel UK Ltd
- Steria Ltd
- Teleperformance Ltd
- The Innovation Group PLC
- Vertex Group Ltd

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

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