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Call Centers - Global Strategic Business Report

  • ID: 338444
  • May 2016
  • Region: Global
  • 438 Pages
  • Global Industry Analysts, Inc
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The report provides separate comprehensive analytics for the US, Canada, Japan, Europe, Asia-Pacific, Latin America, and Rest of World. Annual estimates and forecasts are provided for the period 2015 through 2022. Also, a six-year historic analysis is provided for these markets. Market data and analytics are derived from primary and secondary research.

This report analyzes the worldwide markets for Call Centers in US$ Million by the following Types: In-House, and Outsourced.

Company profiles are primarily based on public domain information including company URLs. The report profiles 138 companies including many key and niche players such as -

[24]7 Inc.
Alliance Data Systems, Inc.
ATOS S.A
BT Communications (Ireland) Limited
Capita Customer Management Limited

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

I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS
Study Reliability and Reporting Limitations
Disclaimers
Data Interpretation & Reporting Level
Quantitative Techniques & Analytics
Product Definitions and Scope of Study
In-House Call Centers
Outsourced Call Centers

II. EXECUTIVE SUMMARY

1. INDUSTRY OVERVIEW
Call Centers: A Quick Primer
Telecom Revolution Sets the Initial Platform for Call Centers to Evolve & Prosper
Spurt in Mobile Telephony: The Key Driver of Industry Transformation Seen Over the Last Two Decades
Table 1: Global Mobile Phone Market (2014): Breakdown of Number of Mobile (SIM) Connections (in Millions) by Select Countries (includes corresponding Graph/Chart)
Table 2: Global Mobile Phone Penetration (2014 & 2015E): Teledensity for Countries with Highest Number of Mobile Subscriptions per 100 Inhabitants (includes corresponding Graph/Chart)
Table 3: Global Smartphone Connections (in Billions) and Adoption Rate (as a Percentage of Total Mobile Connections) for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 4: Smartphone Penetration Worldwide (as a Percentage of Total Population) for Major Countries: 2014 (includes corresponding Graph/Chart)
Table 5: Smartphone Penetration Rate (%) for Select Countries Worldwide as a Percentage of Mobile Phone Users: 2014 (includes corresponding Graph/Chart)
Table 6: Global Market for Smartphones (2013, 2015 & 2018): Breakdown of Sales in Million Units by Geographic Region/Country (includes corresponding Graph/Chart)
Strong Global Economic Growth Spurs Call Center Activity in Early to Mid-2000s
Global Call Center Industry Hits a Trough During 2007-2009 Economic Recession Before Temporarily Recovering in 2010
After a Volatile Period of Growth Between 2012 & Early 2014, Call Center Market Set for a Stable Growth in Short to Medium Term Period
Outlook
Developed Markets Continue to Maintain their Dominance
Developing Markets to Turbo Charge Future Growth
Competition: Having it the Customer’s way

2. NOTEWORTHY MARKET TRENDS, GROWTH DRIVERS & ISSUES
Outsourced Call Center Services Gain Traction
Emerge as Fastest Growing Call Center Provisioning Strategy
Despite Outsourcing Wave, In-House Call Centers Continue to Remain Dominant
Offshore Call Centers: The Key Growth Vertical for Developing World
A Brief Sketch of Major Offshore Destinations for Call Centers
Philippines
India
China
Malaysia
Czech Republic
Singapore
Brazil
Poland
Egypt
Mexico
Onshore Call Centers
Still in the Reckoning
Industry Seeing a New Wave of Re-Shoring & Nearshoring Strategies
Right Shoring & Blending Gains Traction in Call Center Operations
Network Strategy: A Critical Component in Selection of a New Destination
Mass Market Call Centers Outnumber B2B Call Centers
Table 7: Global Call Centers Market (2015): Percentage Share Breakdown of Number of Call Centers by Type (includes corresponding Graph/Chart)
Table 8: Global Call Centers Market (2015): Average Number of Call Center Employees by Call Center Type
Multiple Outsourced Call Centers: Order of the Day
Customer Service & Technical Support
Primary Focus Areas for In-Bound Call Centers
Out-Bound Call Centers Make their Mark But Challenged by Many Issues
Blended Call Centers Grow in Prominence
From Cost Centers to Profit Centers
Call Centers Go Beyond Service & Support Functions to Adopt Sales & Marketing Capabilities
Continued Volatility in Economic Environment Calls for Modifications in Call Center Business Models
Call Centers Target Low Wage Cities
Table 9: Global Call Center Market (2015): Percentage Share Breakdown of Costs by Spending Area (includes corresponding Graph/Chart)
Home Agents Model Emerges as a New Profitable Approach
Hosted or Virtual Call Centers on the Rise
Virtual Call Centers Promise New Opportunities
Move Towards ‘Cloud’: The Mega Trend
SMB Sector Steers the Momentum
Integrated Services: Offering a Level Playing Field to Small- and Mid-Sized Players
Growing Focus on Enhancing Operational Efficiency & Quality of Service Delivery
Call Centers See the Rise of ‘Multi-Channel’ Strategy
Table 10: Global Call Centers Market
Percentage Share Breakdown of Number of Outsourced Call Center Contracts by Number of Communication Channels Deployed (includes corresponding Graph/Chart)
Integration of Social Media & the Call Center: The New Fad
Opportunity Indicators
Table 11: Number of Internet Users Worldwide & Penetration Rates for Years 2015 & 2019P (includes corresponding Graph/Chart)
Table 12: Number of Social Network Users Worldwide & Penetration Rates for Years 2015 & 2019P (includes corresponding Graph/Chart)
Multi-Language Contact Centers
A Major Trend
Improving ‘Customer Experience’ Turns into Core Area for Call Centers
Customer Experience Management: Leveraging Call Center Data with Decision Making
CEM as a Value Proposition
Call Centers Look to Hire Skilled Employees to Improve Prospects
Growing Focus on Hiring/Deploying Multi-Skilled Employees
KPIs and Metrics Take Center Stage
Operational Efficiency Measures for a Call Center
Ranked in Order of Influence
Employee Satisfaction Measures for a Call Center
Ranked in Order of Influence
Call Recording and Monitoring: A Proven Channel for Quality Improvement
Size of Call Center Remains the Key Criterion for Call Recording Technologies
Average Call Length Continues to be a Key Quantification Metric
Table 13: Call Lengths by Call Center Size (includes corresponding Graph/Chart)
Call Abandonment Rates Bring In More Operational Transparency
Table 14: Call Abandonment Rates by Call Center Size (includes corresponding Graph/Chart)
Table 15: Call Abandonment Rates by Vertical Business Sector (includes corresponding Graph/Chart)
Measurement of Agent Activity: A Critical Need
Table 16: Breakdown of Time Spent by Call Center Employee by Activity (includes corresponding Graph/Chart)
Call Answering Speed: Key to Measuring Efficiency
First-Call Resolution: Key to Call Center’s Success
Companies Focus Hard Agent Training & Feedback
Tapping Technology for Enhancing Operational Efficiency & Improving Service Quality
Internet Technologies Revolutionize Call Centers
Internet / Web-enabling Technologies for Call Centers
Web Sites and Call Centers: United They Thrive
Emergence of Web 2.0 Extends New Opportunities for Call Centers
Help Desk and Call Center Companies Shift Solutions to Browser-based Architecture
WebRTC
Key Enabling Technology for Browser Based Call Center
Call Centers Embrace IP for Better Efficiency
VoIP and Open-Source, Standards-Based Software Make Huge Strides in the Call Center Landscape
VoIP: Fast Replacing Circuit-Switched Architectures
CRM: A Shot in the Arm for Call Centers
CRM Technologies Herald Evolution of Multimedia Call Centers
CRM Comes to Aid in Multilingual Interactions
From CRM to eRM: Multichannel Centers on the Rise
Call Center Applications Diversify to Include Mobile Apps
Video Emerges as a New Channel for Call Centers
Voice/Speech Based Technologies Empower Call Center Training & Operations
Voice-Driven CRM Enlarge Scope for Customer Interactions
Voice XML too Enhances Quality of Customer Interaction
Workforce Management Solutions to the Fore
Evolving Database Technologies and Management Strategies Guide Call Centers to Reach New Avenues
Unified Communication: The New Avenue for Global Call Centers
Customer Support & Sales Force Automation Dominate Software Applications
Multi-Site Call Routing Solutions: Popular with Large Global Firms
Automatic Call Distributing (ACD) Products- From Standalone to Open and Networked Systems
Add-on/ACD Enhancement Products
ACD Message Boards
Digital Announcers/Automated Attendants/ Fax-on-Demand
Digital Announcers
Automated Attendants
Fax-on-Demand
Dialing Platforms
The Advent of Call Blending
Contact Management
Turnkey Solutions
Moving Onto PC/IP Platforms
CTI Technologies on the Anvil
CTI APIs and Middleware
Placing of Outbound Calls
Call Progress Detection
Call-Through Technologies to Replace Call-Back and Text-Chat
Key Issues
Growing Digital Engagement Dragging Down Voice Based Customer Interactions
Simplifying Complexities in Call Center Processes: A Key Area of Focus
Call Centers & the Regulatory Environment
Despite Growing Prominence of Self-Service Digital Customer Service Solutions Call Centers Will Continue to Call Shots

3. A PEEK INTO VERTICAL END-USE INDUSTRIES
Introduction
End-Use Sectors for Call Centers: An Overview
Table 17: Global Call Centers Market (2015): Percentage Breakdown of Call Center Spending by Vertical Industry
Retail and Distribution, Finance, Manufacturing, Services, Telecom, Public Services, IT, and Others (includes corresponding Graph/Chart)
Banking & Finance
Banks Increasingly Perceive Call Center as a Sales & Service Point
Technology-Driven Banks Offering Service Enhancements at Contact Centers
Intelligent Call Routing
Campaign Management Software
Integration of Call Centers and Bank Branches
Customer Differentiation
Improved Methodologies for Effective Cross Selling
Distribution & Retail
Insurance
Insurance Companies Lead in Call Center Technology Absorption
Insurers Make Call Center a Mainstay to Improve Customer Services
Healthcare
Hospitality
Manufacturing
Public Sector
Telecommunications

4. CONCEPTUAL OVERVIEW
Functional Definition
Call Center Activities
Inbound Call Reception and Routing
Automated Inbound Call Routing
Outbound Telemarketing Call
Call Handling Time
Complaints Handling
Customer Information Services / Help Desks
Debt Chasing
Field Service Support
Classification on the Basis of Ownership
In-House Call Centers
Outsourced Call Centers/Sub-Contractors
Sub-Contractors Vs. In-House Call Centers
Sub-Contractors Vs. In-House Call Centers: A Comparative Study
Classification on the Basis of Markets Served
Business-to-Business (B2B) Call Centers
Mass Market Call Centers
Universal Centers
Business-to-Business (B2B) Vs. Mass Market Call Centers
B2B Call Centers Vs. Mass Market Call Centers: A Comparative Study
Classification on the basis of Operations
Inbound Call Centers
Outbound Centers
Nature of Services Offered
Consulting
Outsourcing
Training
Call Center Technologies-By Area of Application
Voice
Telephone Switches (ACDs) and Voice Networks
Telephone Switches/Automated Call Distributors (ACDs)
Voice Networks
Voice Response Systems (IVR/VRU)
Voice Response Unit (VRU)
Speech Recognition Technologies
Voice Over Internet Protocol (VoIP)
Data
Workstations and Databases
Workstations
Database
Customer Relationship Management
CRM Tools
Enterprise CRM
Mid-Market CRM
Customer Data Integration
Enterprise Analytics, Business Intelligence and Data Warehousing
Computer Telephony Integration (CTI)
Web
Website and E-mail
Website
E-Mail
Web Integration (Text chat and Web Calls)
Web Chat
Web Call-back
Fully Integrated Unified Messaging System
Multimedia Technologies
Systems
ACD Systems
Automatic Call Distributor (ACD)
Outbound System
Interactive Voice Response (IVR) Systems
Voice Messaging Systems
Simple Voice Message Broadcasting
Custom Voice Message Broadcasting
Voice Message Broadcasting and Touchphone Response
Software
Workforce Management Software
Workforce Automation Software
Sales Force Automation Software
For Sales Executives
For Sales Manager
Customer Interaction Software
CTI Enabling Software
Call Monitoring Software

5. STRATEGIC INSIGHT
Site Location Strategies
Introduction to Site Location
The Basics
Major Parameters in Site Location
Labor, Labor and Labor
Education
Infrastructure
Cost
Labor Costs
Infrastructure and Technology Costs
Occupancy/Real estate Costs
Taxes
Start-up Costs
Other Factors in Site Selection
‘Cross-Media Centers’
A Preview of Next Generation ‘Contact’ Strategies
Cross-Media Call Center Architecture
Queuing Architecture
Queue Engine
Contingency Strategies
Ensuring Business Continuity in a Disaster
Down Time Hurts in a Time-Sensitive Environment
Business Continuity Plan
The Basics
Other Considerations While Drafting a Business Continuity Plan
Evolution of the New Age Contact Centers
CRM and Contact Centers: Two Worlds Apart
The Contact Center Disharmony
Contact Centers in Defense
Complex Structural Setup
Hierarchical Reporting Structure
Time to Realign Priorities
New Age Contact Centers: Critical Areas of Focus
In Conclusion
The Modern Day Call Center
Technologies in Use in a New Age Setup
Skill-based Routing
Routing Strategies
Types of Contacts in a Contact Center

6. CALL CENTER CONSOLIDATION
WHETHER, WHY AND HOW
Widely Dispersed Call Centers: A Key Rationale
Motivators for Call Center Consolidation
Costs of Scale

7. PERTINENT REGULATORY ISSUES
Call Centers
A Highly Regulated Industry
Legal and Regulatory Framework
Predictive Dialing
The Preface to the Showdown
Privacy Legislations
Federal Laws prohibits Sale of Consumer Health Data
Cell Phone Legislations Zap Outbound Calls?

8. RECENT INDUSTRY ACTIVITY
TCN Inc. Introduces New Trade-Up Program for Call Centers
WorkFlex Launches On-Demand Contact Center Technology for Optimizing Omni-Channel Workforce Scheduling
IBEX Global Starts New Facility in Nicaragua
3CLogic’s Call Center Software Deployed at a Global BPO
Fusion to Acquire TFB
Ameyo Introduces a New Integrated Video Call Center Technology
BASF Introduces Call Center Service in Indonesia
Acquire BPO Establishes a New Delivery Center in the Dominican Republic
REDi Launches Call Center Service for Financial Institutions
Ameyo Introduces New Cloud Contact Center Software
Sprint to Wind Up Call Center in Rio Rancho
Wilmac Enters into a Reseller Agreement for VPI’s Contact Center BI, Recording & Workforce Optimization Solutions
ShoreTel to Take Over Corvisa
Avaya Strengthens Partnership with Platronics for Optimizing Call Center Tools
Sitel Opens its Third Customer Experience Center in Portugal
EXL Introduces English-Language Customer Support Facility in South Africa
Loway Switzerland Partners with Yeastar
Rivet Radio Partners with MetTel
BT Ireland Enters into Contact Center Deal with RSA Insurance and 123.ie
Inergex Takes Over TREC Global
Groupe Acticall Acquires Sitel Worldwide
British Telecom to Wind Up India Call Centers
Vocalcom Introduces Click2Start Cloud Call Center Solution for SMBs
Uninor Establishes Rural Contact Center in Solan, India
Turkish Airlines Starts Arabic Call Center for Middle East Customers
Call Center Philippines Launches Live Chat & Email Support Services
Ameyo Enters into a Strategic Partnership with Tawasol
Sitel Establishes New Customer Experience Center in Bulgaria
ACE Establishes New Call Center in Indonesia
Capita Takes Over Voice Marketing Ltd
Capita to Acquire avocis
Dialog Direct Takes Over Allegra Healthcare Call Center
Xerox Bags Call-Center Contract from NMHIX
Convergys Acquires Stream Global Services
iQor Opens New Contact Center in Panama City
Sky Pacific of Fiji Television Unveils Brand New Call Center

9. FOCUS ON SELECT GLOBAL PLAYERS
[24]7 Inc. (US)
Alliance Data Systems, Inc. (US)
ATOS S.A. (France)
BT Communications (Ireland) Limited (Ireland)
Capita Customer Management Limited (UK)
Convergys Corp. (US)
Entel Call Center (Chile)
EXL Service Holdings, Inc. (US)
Genpact (US)
HCL BPO Services NI Ltd (Ireland)
IBEX Global (US)
IBM Global Process Services Pvt. Ltd (India)
Plusoft Informatica Ltda (Brazil)
Sitel (US)
Sykes Enterprises, Inc. (US)
Tata Consultancy Services Limited (India)
Teleperformance SA (France)
West Corporation (US)
Wipro Ltd (India)
10. GLOBAL MARKET PERSPECTIVE
Table 18: World Recent Past, Current & Future Analysis for Call Centers by Geographic Region
US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart)
Table 19: World Historic Review for Call Centers by Geographic Region
US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)
Table 20: World 14-Year Perspective for Call Centers by Geographic Region
Percentage Market Share Breakdown for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2009, 2016 and 2022 (includes corresponding Graph/Chart)
Table 21: World Recent Past, Current & Future Analysis for Call Centers by Type
In-House Call Center and Outsourced Call Center Markets Independently Analyzed in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart)
Table 22: World Historic Review for Call Centers by Type
In-House Call Center and Outsourced Call Center Markets Independently Analyzed in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)
Table 23: World 14-Year Perspective for Call Centers by Type
Percentage Market Share Breakdown for In-House Call Center and Outsourced Call Center Markets for Years 2009, 2016 and 2022 (includes corresponding Graph/Chart)

III. MARKET

1. THE UNITED STATES
A.Market Analysis
Current & Future Analysis
Market Overview
Table 24: US Call Centers Market (2015)
Top 10 Sates Ranked by Call Center Employment (includes corresponding Graph/Chart)
Table 25: US Call Centers Market (2015): Percentage Breakdown of Agents Employed in In-House and Outsourced Call Centers (includes corresponding Graph/Chart)
Table 26: Call Centers Market in the United States (2015): Breakdown of Market Share by Select Players (includes corresponding Graph/Chart)
Vertical Market Trends Drive Market Growth
Table 27: US Call Centers Market (2015): Percentage Breakdown of Call Center Spending by Vertical Industry (includes corresponding Graph/Chart)
US-based MNCs Chant the Outsourcing Mantra for Global Expansion
Outsourcing by Sector
Financial Services
Transportation Sector
Distribution Sector
Telecommunication Sector
Insurance and Utilities
Cost Reduction Continues to Dictate Outsourcing Decisions
Proximity to Headquarters: Prime Consideration for Site Selection
Outsourcing Adversely Affects US Call Center Jobs
Table 28: US Outsourced Call Centers Market (2015): Percentage Breakdown of Expenditure by Type of Services Offered (includes corresponding Graph/Chart)
Asian Companies Keen to Set Up Onshore Service Centers in US
Call Centers: A Major Employer
Workforce Turnover
On the Higher Side?
Companies Emphasize on Quality of Customer Service
Web-Enabled Call Centers Set to Outpace Conventional Ones
Hosted Contact Center Solutions Gain Traction
IVR Set to Make Deeper Inroads into the Call Center Market
Call Center Software Market in the US
Superior Functionality is the New Customer Mantra for Software
Workforce Management Software Finds More Takers
Regulatory Issues in the US Industry
US vs. Europe
Safe Harbor and Effect on Call Centers
Safe Harbor
What it Entails
Privacy Protection Policies
The Trans-Atlantic Divide
How ‘Safe’ is Safe Harbor?
Insurance Call Centers in California to Employ Licensed Agents
DNC Registery
Federal Laws Prohibits Sale of Consumer Health Data
Strategic Corporate Developments
Key Players
B.Market Analytics
Table 29: US Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart)
Table 30: US Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)

2. CANADA
A.Market Analysis
Current & Future Analysis
Market Overview
Call Centers Foray into Less Populous Towns
Large English-Speaking and Multilingual Talent Benefits the Market
Unsolicited Telemarketing
Canada Fights Back
Strategic Corporate Development
B.Market Analytics
Table 31: Canadian Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart)
Table 32: Canadian Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)

3. JAPAN
A.Market Analysis
Current & Future Analysis
Market Overview
B.Market Analytics
Table 33: Japanese Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart)
Table 34: Japanese Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)

4. EUROPE
A.Market Analysis
Current & Future Analysis
Market Overview
Locational Parameters: Important Trends
Priority Requirements
Ireland, the Netherlands and the UK: High-Profile Locations
The Downside of the Success Story
Alternate Regional Destinations
Sub-regional Concept Rules Supreme
Growth Moves to Small & Suburban Towns
Noteworthy Market Trends, Growth Drivers & Issues
Educated and Multilingual Workforce: A Key Advantage
Outsourced Call Center Agent Positions on the Rise
Call Centers Grow Techno-centric
Rise in Internet and e-Commerce Spells Growth for Web-based Call Centers
Internet-Call Center Integration Takes Wings in Europe
Multimedia Contact Centers Spring Up in Unexploited Markets
Speech Recognition Technologies Hold Promising Potential
CTI: The New Buzz Word on the Rounds
Banking & Financial Services: The Key Vertical for Call Centers
Insurance Rely on Call Centers to Improve Customer Service
B.Market Analytics
Table 35: European Recent Past, Current & Future Analysis for Call Centers by Geographic Region
France, Germany, Italy, UK, Spain, Russia, The Netherlands, Ireland, Sweden and Rest of Europe Markets Independently Analyzed in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart)
Table 36: European Historic Review for Call Centers by Geographic Region
France, Germany, Italy, UK, Spain, Russia, The Netherlands, Ireland, Sweden and Rest of Europe Markets Independently Analyzed in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)
Table 37: European 14-Year Perspective for Call Centers by Geographic Region
Percentage Market Share Breakdown for France, Germany, Italy, UK, Spain, Russia, The Netherlands, Ireland, Sweden and Rest of Europe Markets for Years 2009, 2016 and 2022 (includes corresponding Graph/Chart)

4a. FRANCE
A.Market Analysis
Current & Future Analysis
France: One of the Major Call Center Markets in Western Europe
Banking & Finance Sector Drives Growth in French Call Center Market
Table 38: French Call Centers Market (2015): Percentage Breakdown of Call Center Spending by Vertical Industry (includes corresponding Graph/Chart)
Strategic Corporate Development
Key Players
B.Market Analytics
Table 39: French Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart)
Table 40: French Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)

4b. GERMANY
A.Market Analysis
Current & Future Analysis
German Call Centers: An Introduction
Key Market Drivers
Exceptionally High Standards of Customer Service
Availability of Skilled and Relatively Low Cost Labor
High Mobile Phone Usage
Liberalization Opens Avenues for Overseas Players
Key Market Barriers
Stringent Regulatory Norms Set Up High Entry Barriers
Stringent Labor Laws Restrict Rapid Growth
B.Market Analytics
Table 41: German Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart)
Table 42: German Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)

4c. ITALY
A.Market Analysis
Current & Future Analysis
Market Overview
B.Market Analytics
Table 43: Italian Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart)
Table 44: Italian Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)

4d. THE UNITED KINGDOM
A.Market Analysis
Current & Future Analysis
The UK: A Key Call Center Market
Financial Services Command More Share
UK Companies Reverting to Domestic Call Centers
Strategic Corporate Development
Key Player
B.Market Analytics
Table 45: UK Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart)
Table 46: UK Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)

4e. SPAIN
A.Market Analysis
Current & Future Analysis
Market Overview
Market Drivers
Multilingual Workforce
Government Initiatives
B.Market Analytics
Table 47: Spanish Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart)
Table 48: Spanish Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)

4f. RUSSIA
A.Market Analysis
Current & Future Analysis
B.Market Analytics
Table 49: Russian Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart)
Table 50: Russian Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)

4g. THE NETHERLANDS
A.Market Analysis
Current & Future Analysis
The Netherlands: A Mature Call Center Market
The “King of Benelux” Call Center Market
Favorite Call Center Destination for Pan-European Operations
Market Drivers
Multilingual Workforce with a Diverse Cultural Background
Availability of Qualified Computer-Literate Labor
Relatively Low Labor and Operational Costs
Hassle-free Legal & Regulatory Framework
No Bar on B2C and B2B Telemarketing Calls
Widespread Consumer Acceptance to Products/Services via Call Centers
B.Market Analytics
Table 51: The Netherlands Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart)
Table 52: The Netherlands Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)

4h. IRELAND
A.Market Analysis
Current & Future Analysis
Ireland: A Leading European Call Center Market
Preferred Destination for US Players
Large Educated Workforce Capable of Handling All Major European Languages
Relatively Low Costs of Employment
Government Initiatives
Ireland Sees Increased Competition from Asian Nations
Strategic Corporate Development
Key Players
B.Market Analytics
Table 53: Irish Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart)
Table 54: Irish Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)

4i. SWEDEN
A.Market Analysis
Current & Future Analysis
Sweden: An Evolving European Call Center Market
Market Drivers
Relatively Low Labor Cost
Availability of Educated and Internet-Savvy Workforce
B.Market Analytics
Table 55: Swedish Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart)
Table 56: Swedish Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)

4j. REST OF EUROPE
A.Market Analysis
Current & Future Analysis
Major Regional Markets
Belgium
Regulatory Environment
Denmark
Norway
Central and Eastern Markets
Hungary
Austria
Finland
Poland
Czech Republic
Turkey
Strategic Corporate Developments
B.Market Analytics
Table 57: Rest of Europe Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart)
Table 58: Rest of Europe Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)

5. ASIA-PACIFIC
A.Market Analysis
Current & Future Analysis
Asia-Pacific: The Offshore Call Center Hub
Table 59: Asia-Pacific Outsourced Call Centers Market (2015): Percentage Breakdown of Expenditure by Activity (includes corresponding Graph/Chart)
Low Labor and Operational Costs Remain Trump Cards
Does Intense Competition Imply Unparalleled Customer Service?
Asian Offshore Outsourcing Services: A Huge and Expanding Market
Table 60: Asia Offshore Call Center Outsourcing Market (2015): Percentage Breakdown of Expenditure by Source Country (includes corresponding Graph/Chart)
Asia-Pacific Call Center Market: On the Move from “Offshore” to “Onshore”
Transforming Technologies Drive Market Growth
Internet-Call Center Integration Picks Up Momentum
B.Market Analytics
Table 61: Asia-Pacific Recent Past, Current & Future Analysis for Call Centers by Geographic Region
Australia, China, India, Philippines, Singapore, and Rest of Asia-Pacific Markets Independently Analyzed in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart)
Table 62: Asia-Pacific Historic Review for Call Centers by Geographic Region
Australia, China, India, Philippines, Singapore, and Rest of Asia-Pacific Markets Independently Analyzed in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)
Table 63: Asia-Pacific 14-Year Perspective for Call Centers by Geographic Region
Percentage Market Share Breakdown for Australia, China, India, Philippines, Singapore, and Rest of Asia-Pacific Markets for Years 2009, 2016 and 2022 (includes corresponding Graph/Chart)

5a. AUSTRALIA
A.Market Analysis
Current & Future Analysis
Market Overview
Market Drivers
Well-Educated High Caliber Workforce
Ideal location for 24/7 Call Center Services
Outsourced Call Center Industry
High Workforce Turnover
High Inbound Customer Service Activity
B.Market Analytics
Table 64: Australian Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart)
Table 65: Australian Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)

5b. CHINA
A.Market Analysis
Current & Future Analysis
Market Overview
B.Market Analytics
Table 66: Chinese Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart)
Table 67: Chinese Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)

5c. INDIA
A.Market Analysis
Current & Future Analysis
Market Overview
Emergence of Indian BPOs: A Peek into History
Consolidation Paves the Way
The National Do-Not-Call Registry
Government Relaxes Legislation
Noteworthy Market Trends, Growth Drivers & Issues
Large Educated English-Speaking Work Pool
Availability of Technical-savvy Labor
Relatively Low Labor and Operational Costs
Change: The Key ‘Constant’ that Drives Growth
Dominance in IT-Enabled Services Outsourcing
Advantageous Time Zone for 24/7 Operations
High Esteem for Call Center Jobs
Government Initiatives
Indian Majors Join the Bandwagon
Specialization: Leading to Differentiation
Small Call Centers Drive the Momentum
Market Sees Rise in Impact Sourcing
Call Centers Focus on Agent Training to Neutralize Indiscernible Accents
Lack of Seasoned Management with Adequate Experience Bothers Market
Strategic Corporate Developments
Key Players
B.Market Analytics
Table 68: Indian Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart)
Table 69: Indian Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)

5d. PHILIPPINES
A.Market Analysis
Current & Future Analysis
Philippines: A Fast Growing Call Center Market
BPO: A Natural Choice for Filipinos
Favorable Factors for Philippines Contact Centers Market
Low Labor Costs Attract Overseas Players
Companies Scour Non-Urban Locations for Call Centers
Table 70: Philippines Call Center Market (2015): Percentage Breakdown of Number of Call Centers by Region (includes corresponding Graph/Chart)
Human Resource: A Barrier for Philippines Outsourcing Industry
Strategic Corporate Developments
B.Market Analytics
Table 71: Philippines Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart)
Table 72: Philippines Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)

5e. SINGAPORE
A.Market Analysis
Current & Future Analysis
Market Overview
B.Market Analytics
Table 73: Singapore Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart)
Table 74: Singapore Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)

5f. REST OF ASIA-PACIFIC
A.Market Analysis
Current & Future Analysis
Major Regional Markets
Malaysia
Pakistan
Strategic Corporate Developments
B.Market Analytics
Table 75: Rest of Asia-Pacific Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart)
Table 76: Rest of Asia-Pacific Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)

6. LATIN AMERICA
A.Market Analysis
Current & Future Analysis
Latin America: A Growing Call Center Market
Intense Competition to Win Customers Fuels Market Growth
Emerging Markets Drive Growth
Table 77: Latin American Call Centers Market (2015): Percentage Breakdown of Number of Call Centers by Country (includes corresponding Graph/Chart)
B.Market Analytics
Table 78: Latin American Recent Past, Current & Future Analysis for Call Centers by Geographic Region
Brazil, Mexico and Rest of Latin American Markets Independently Analyzed in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart)
Table 79: Latin American Historic Review for Call Centers by Geographic Region
Brazil, Mexico and Rest of Latin American Markets Independently Analyzed in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)
Table 80: Latin American 14-Year Perspective for Call Centers by Geographic Region
Percentage Market Share Breakdown for Brazil, Mexico and Rest of Latin American Markets for Years 2009, 2016 and 2022 (includes corresponding Graph/Chart)

6a. BRAZIL
A.Market Analysis
Current & Future Analysis
Brazil: The Latin American Call Center Leader
Changing Structure of Contact Center Industry
Key Statistical Findings:
Table 81: Brazilian Call Centers Market (2015): Percentage Breakdown of Number of Call Centers by Region (includes corresponding Graph/Chart)
Table 82: Brazilian Outsourced Call Center Market (2015): Percentage Breakdown of Call Center Spending by Vertical Industry (includes corresponding Graph/Chart)
Key Player
B.Market Analytics
Table 83: Brazilian Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart)
Table 84: Brazilian Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)

6b. MEXICO
A.Market Analysis
Current & Future Analysis
Mexico: An Emerging Call Center Hub
Table 85: Mexican Call Center Market (2015): Percentage Breakdown of Number of Call Centers by Region (includes corresponding Graph/Chart)
High Growth Demands Better Infrastructure In Place
Labor Issues Drive Competition in the Market
B.Market Analytics
Table 86: Mexican Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart)
Table 87: Mexican Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)

6c. REST OF LATIN AMERICA
A.Market Analysis
Current & Future Analysis
Major Regional Markets
Caribbean: An Emerging Call Center Destination
Multilingual Skills and Low Employment Costs Attract Global Players
Jamaica: Preferred Call Center Outsourcing Destination
Argentina
Chile
Strategic Corporate Development
Key Player
B.Market Analytics
Table 88: Rest of Latin America Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart)
Table 89: Rest of Latin America Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)

7. REST OF WORLD
A.Market Analysis
Current & Future Analysis
South Africa: A Key Regional Market
Table 90: South African Call Centers Market (2015): Percentage Breakdown of Call Center Spending by Vertical Sector (includes corresponding Graph/Chart)
Western Cape Emerging as the Preferred Hub
Table 91: South African Call Centers Market (2015): Percentage Breakdown of Number of Call Centers By Province (includes corresponding Graph/Chart)
Dubai: The Call Center Oasis
Strategic Corporate Developments
B.Market Analytics
Table 92: Rest of World Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart)
Table 93: Rest of World Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)

IV. COMPETITIVE LANDSCAPE
Total Companies Profiled: 138 (including Divisions/Subsidiaries 149)
The United States (67)
Canada (3)
Japan (3)
Europe (28)
- France (6)
- Germany (2)
- The United Kingdom (8)
- Spain (1)
- Rest of Europe (11)
Asia-Pacific (Excluding Japan) (39)
Latin America (6)
Africa (1)
Middle-East (2)

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