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Call Centers - Global Strategic Business Report Product Image

Call Centers - Global Strategic Business Report

  • Published: November 2012
  • Region: Global
  • 1128 Pages
  • Global Industry Analysts, Inc

This report analyzes the worldwide markets for Call Centers in US$ Million. 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 2010 through 2018. A six-year historic analysis is also provided for these markets.

The report profiles 185 companies including many key and niche players such as:

- [24]7 Inc.
- Acumen Telecomunicaciones SA de CV
- Alliance Data Systems Inc.
- Expert Global Solutions Inc.
- Aspect Software Inc.
- ATOS S.A.
- Avaya Inc.
- BT Communications (Ireland) Limited
- Capita Customer Management Limited
- Convergys Corp.
- Datamatics Global Services Limited
- Dimension Data Group Company
- Merchants Limited
- Entel Call Center
- EXL Service Holdings Inc.
- Genpact
- GTL Ltd.
- HCL BPO Services NI Ltd.
- IBM Global Process Services Pvt. Ltd.
- Plusoft Informatica Ltda
- Quality Plus Callscan Australia Pty Ltd.
- Sitel
- Stream Global Services Inc.
- Sykes Enterprises Inc.
- Teleperformance SA
- TRG Customer Solutions
- West Corporation
- READ MORE >

CALL CENTERS - A GLOBAL STRATEGIC BUSINESS REPORT

CONTENTS

I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS
Study Reliability and Reporting Limitations I-1
Disclaimers I-2
Data Interpretation & Reporting Level I-2
Quantitative Techniques & Analytics I-3
Product Definitions and Scope of Study I-3

II. Executive Summary

1. INDUSTRY OVERVIEW II-1
A Quick Primer II-1
Down to the Basics - An Introduction II-2
Call Centers - The Coming of Age II-2
Impact of the 2007-2009 Recession In Retrospect II-3
Recession Fuels Changes in Call Centers Business Models II-4
Recession Heightens the Focus On Investments and Tactics II-4
Impact of Europe's Debt Crisis: A Review II-5

2. GLOBAL ISSUES AND TRENDS II-6
Key Issues II-6
Call Centers & the Regulatory Environment II-6
Cost Reduction & Efficiency Enhancements - Formulae for
Survival & Growth II-6
Cost Reductions - The Road to Success II-6
Efficiency Enhancements - Vital Component II-7
Human Resources - Ranking Above Technology II-7
General Industry Trends II-7
From ‘Call' Centers to ‘Contact' Centers II-7
Multiple Outsourced Call Centers - Order of the Day II-8
From CRM to eRM - Multichannel Centers on the Rise II-8
CEM Gathers Steam II-8
Transformation from Cost Centers to Profit Centers II-8
Rising Number of Home Agents II-9
Emergence of Web 2.0 II-9
Worldwide Call Center Capacity Spurt II-9
Managing Multilingual Customers - CRM Comes to Aid II-10
Complaints Handling - The Most Likely Outsourced Function II-10
Cost Minimization Drives Call Centers to Low Wage Cities II-10
SMB Sector Gathers Steam II-10
Right Shoring & Blending Gains Traction in Call Center
Operations II-11
Vertical Specific Offerings Gain Popularity II-11
Use of Innovative IT Technologies Make The Contact Center “
SMART” II-11
Simplifying Complexities in Contact Center Processes: A Key
Area of Focus II-11
Integration of Social Media & the Contact Center: A Key Trend II-12
Call Center Applications Diversify to Include Mobile Apps II-12
Table 1: World Contact Center Applications Market (2011):
Percentage Breakdown of Revenues of Leading Vendors
(includes corresponding Graph/Chart) II-13

Table 2: World Contact Center Applications Market (2011):
Percentage Breakdown of Revenues by Product Market (includes
corresponding Graph/Chart) II-13
Product and Technology Trends II-14
Key Technologies Driving Growth: VoIP and Open, Standards-
Based Software II-14
Transforming Call Centers Market - Need for Technological
Adaptability II-14
Evolving Database Technologies and Management Strategies II-14
The Emergence of Call Center 2.0 II-15
Innovations to Drive Profit Margins II-15
Benefits of Call Center 2.0 II-16
Technological Features of Call Center 2.0 II-16
IP Contact Centers and UC to Register Robust Growth II-16
Customer Support & Sales Force Automation Dominate Software
Applications II-17
Advent of Internet Technologies Revolutionizing Call Centers II-17
VoIP - Fast Replacing Circuit-Switched Architectures II-18
Integrated Services - Offering a Level Playing Field to
Small-and Mid-Sized Players II-18
Speech Recognition Technologies Transform Agent Training II-18
Web Sites and Call Centers - United They Thrive II-18
Multi-site Call Routing Solutions - Popular with Large Global
Firms II-19
Customer Routing Yet to Gain Significant Ground II-19
Hosted or Networked Server-based Call Centers on the Rise II-19
Virtual Hosted Call Center Market - High Potential II-20
Voice-Driven CRM and VoiceXML Enlarge Scope for Customer
Interactions II-20
Voice-Driven CRM II-20
Voice XML II-20
Help Desk and Call Center Companies Shift Solutions to
Browser-based Architecture II-21
Other Technology-Based Trends in Call Centers II-21
Cost and Budgetary Trends II-22
Telecommunication Costs Set for a Marginally Declining Trend II-22
Operational Costs and Budgets Continue to Expand II-22
Operational Services and Telecom Related Costs Corner Lion's
Share II-22
End Use Vertical Industry Trends II-22
Financial Services and Distribution - The Outsourcing Area of
Choice II-22
Banks Increasingly Perceive Call Center as a Sales and
Service Point II-23
Technology-Driven Banks Offering Service Enhancements at
Contact Centers II-23
Intelligent Call Routing II-23
Campaign Management Software II-24
Integration of Call Centers and Bank Branches II-24
Customer Differentiation II-24
Insurance Companies Lead in Call Center Technology Absorption II-24
Global Trends in Offshore Call Center Location II-24
Network Strategy - A Critical Component in selection of a New
Destination II-25
Global Outsourced Contact Center Market - An Overview II-25
North American IP Contact Center Market II-25
Benefits of IP Centers II-26
Obstacles for IP Deployment II-26

3. CONCEPTUAL OVERVIEW II-27
Functional Definition II-27
Call Center Activities II-27
Inbound Call Reception and Routing II-27
Automated Inbound Call Routing II-27
Advantages of Automated inbound call routing applications
include: II-27
Outbound Telemarketing Call II-27
Call Handling Time II-28
Complaints Handling II-28
Customer Information Services / Help Desks II-28
Debt Chasing II-29
Field Service Support II-29
Field service and support activity advantages include: II-29
Classification on the Basis of Ownership II-29
In-House Centers II-29
Outsourced Call Centers II-30
Service Bureau II-30
Classification on the basis of Operations II-30
Inbound Call Centers II-30
Outbound (Telemarketing) Centers II-30
Nature of Services Offered II-30
Consulting II-30
Outsourcing II-30
Training II-31
Call Center Technologies-By Area of Application II-31
Voice II-31
Telephone Switches (ACDs) and Voice Networks II-31
Voice Response Systems (IVR/VRU) II-32
Speech Recognition Technologies II-32
Voice Over Internet Protocol (VoIP) II-32
Data II-33
Workstations and Databases II-33
Customer Relationship Management (CRM) Tools II-33
CRM Tools II-33
Enterprise CRM II-33
Mid-Market CRM II-34
Customer Data Integration II-34
Enterprise Analytics, Business Intelligence and Data
Warehousing II-34
Computer Telephony Integration (CTI) II-34
Web II-34
Website and E-mail II-34
Website II-34
E-Mail II-35
Web Integration (Text chat and Web Calls) II-35
Web Chat II-35
Web Call-back II-35
Fully Integrated Unified Messaging System II-35
Multimedia Technologies II-35
Systems II-36
ACD Systems II-36
Automatic Call Distributor (ACD) II-36
Outbound System II-36
Interactive Voice Response (IVR) Systems II-36
Voice Messaging Systems II-37
Simple Voice Message Broadcasting II-37
Custom Voice Message Broadcasting II-37
Voice Message Broadcasting and Touchphone Response II-37
Software II-38
Workforce Management Software II-38
Workforce Automation Software II-38
Sales Force Automation Software II-38
For Sales Executives II-39
For Sales Manager II-39
Customer Interaction Software II-39
CTI Enabling Software II-39
Call Monitoring Software II-40

4. VERTICAL END-USE INDUSTRIES II-41
Table 3: Worldwide Call Centers Market (2011): Percentage
Breakdown of Call Center Spending by Major Vertical Markets -
Financial Services, Telecommunications, Manufacturing,
Transport and Others (includes corresponding Graph/Chart) II-41
Telecommunications II-41
Financial Services (Inclusive of Banks and Insurance Firms) II-42
Banks II-42
Banks Transform Call Centers for Organic Growth II-42
Methodologies for Effective Cross Selling II-42
Insurance Firms II-43
Hospitality II-43
Transportation II-43
Healthcare II-44
Manufacturing II-44
Retail and Distribution II-45
Utilities II-45
Outsourcing II-45

5. STRATEGIC INSIGHT II-46
Site Location Strategies II-46
Introduction to Site Location II-46
The Basics II-46
Major Parameters in Site Location II-46
Labor, Labor and Labor II-46
Education II-47
Infrastructure II-47
Cost II-47
Labor Costs II-47
Infrastructure and Technology Costs II-47
Occupancy/Real estate Costs II-48
Taxes II-48
Start-up Costs II-48
Other Factors in Site Selection II-48
‘Cross-Media Centers' - A Preview of Next Generation ‘Contact'
Strategies II-48
Cross-Media Call Center Architecture II-49
Queuing Architecture II-49
Queue Engine II-49
Contingency Strategies - Ensuring Business Continuity in a
Disaster II-49
Down Time Hurts in a Time-Sensitive Environment II-49
Business Continuity Plan - The Basics II-49
Other Considerations While Drafting a Business Continuity Plan II-50

6. EVOLUTION OF THE NEW AGE CONTACT CENTERS II-51
CRM and Contact Centers - Two Worlds Apart II-51
The Contact Center Disharmony II-52
Contact Centers in Defense II-52
Complex Structural Setup II-52
Hierarchical Reporting Structure II-52
Time to Realign Priorities II-53
Evolution of the New Age Contact Centers: Critical Areas of
Focus II-53
In Conclusion II-53
The Modern Day Call Center II-54
Technologies in Use in a New Age Setup II-54
Skill-based Routing II-54
Routing Strategies II-54
Types of Contacts in a Contact Center II-55

7. RELATED INDUSTRY DISCUSSION II-56
Customer Experience Management II-56
CEM - Leveraging Call Center Data with Decision Making II-56
CEM as a Value Proposition II-56
Workforce Management II-57

8. CALL CENTER CONSOLIDATION - WHETHER, WHY AND HOW II-58
Widely Dispersed Call Centers - A Rationale II-58
Motivators for Call Center Consolidation II-59
Costs of Scale II-59

9. PERTINENT REGULATORY ISSUES II-60
Legal and Regulatory Framework II-60
Predictive Dialing II-60
Tring.. Tring Hello ! ??.? II-60
The Preface to the Showdown II-60
Privacy Legislations II-61
Federal Laws prohibits Sale of Consumer Health Data II-61
Cell Phone Legislations Zap Outbound Calls? II-61

10. TECHNOLOGICAL BREAKTHROUGHS/ INNOVATIONS II-62
Automatic Call Distributing (ACD) Products- From Standalone to
Open and Networked Systems II-62
Add-on/ACD Enhancement Products II-62
ACD Message Boards II-62
Digital Announcers/Automated Attendants/ Fax-on-Demand II-63
Digital Announcers II-63
Automated Attendants II-63
Fax-On-Demand II-63
Dialing Platforms - The Advent of Call Blending II-63
Contact Management II-63
Turnkey Solutions - Moving Onto PC/IP Platforms II-64
CTI Technologies on the Anvil II-64
CTI APIs and Middleware II-64
Placing of Outbound Calls II-64
Call Progress Detection II-64
Speech Recognition and Interactive Television Technologies II-65
Internet / Web-enabling Technologies for Call Centers II-65
Developments in Web-Enabling Technology II-65
Call-Through Technologies to Replace Call-Back and Text-Chat II-66

11. NEW PRODUCT/SERVICE INTRODUCTIONS II-67
Nigerian Communication Commission (NCC) Launches Emergency
Call Centers II-67
Jack Henry Launches a New Call Center Product Named jhaCall
Center II-67
HP Launches New Solution for Revamping Enterprise Contact Centers II-67
Adtech Unveils Cloud-Based Verint® Solution II-68
Easy Office Unveils Enhanced Virtual Call Center Solution II-68
SalesPortal Unveils New Campaign Dashboard for Contact Center
Campaign Analytics II-69
Nextiva Unveils NextOS VoIP Technology Platform II-70
NeoVox Enters into Agreement with Windstream II-70
MSEDCL Establishes State-of-the-Art Contact Centre II-71
Aurix Introduces Cloud Based Analyst 1.5 II-71
Acqueon Launches AiQ 4.0 Solution with Advanced Mobile
Application and Social MediaFeatures II-72
Oki Introduces Cloud-Based Unique Customer-Specific EXaaS Call
Center Service II-72
OBS Introduces Managed Contact Center Cloud-Based Service II-73
M-Tel Introduces M-Tel Call Center 0700 and M-Tel Call Center
0800 Service II-73

12. PRODUCT INNOVATIONS/LAUNCHES IN THE RECENT PAST - A
PERSPECTIVE BUILDER II-74
Convergys Introduces Interaction Composer and Developer Zone II-74
IntelePeer Introduces Contact Center Services to Enhance
Outbound Contact Centers' Performance and Revenue II-74
Verizon Introduces Verizon VoIP Inbound II-75
Step to Call Center Unveils Call Center Kits Arabic Version II-75
QualiPlex Software Introduces Unite PBX v2.0 and Unite Call
Center v2.0 II-75
Shiftboard Launches Scheduling Solution II-76
Vodacom, Presence Technology and Inovo Introduces Call Center
Service II-76
SFR Business Team Unveils Pack Contact II-76
Officescape Introduces Software for Call Centers II-76
Vialinx Install On-Demand-Call Center Software of Five9 II-77
Zeacom Launches Record and Evaluate Module II-77
Chunghwa Forms joint Venture with Xiamen Citys Government to
Manage Call Center Business II-77
Broadcore Commences Broadcore Call Center II-77
KUNNECT Introduces Hosted Call Center Solution II-78
Tadiran Telecom Introduces Composit Contact Pro II-78

13. RECENT INDUSTRY ACTIVITY II-79
RACO Launches Omega Call Center Service II-79
Telefonica Germany Launches ICC Call Center Platform for
Business Customers II-79
Zeacom Enters into a Partnership with Ronco Communications II-79
Southwest Airlines Sets up a New Call Center in San Antonio II-80
C3 Launches a New Customer Contact Center in Guatemala City II-80
GDA Sets up a Call Center in Ghaziabad II-81
MphasiS Sets up Two Contact Centers in Mangalore and Bhubaneswar II-81
Investbank Partners with Artelco to Launch a New Contact Center II-81
Toshiba Europe Launches a New Call Center in Prague II-82
Aegis Commences a Call Center in Costa Rica II-82
Crawford & Company Forms Joint Venture with Call Center Services II-82
Spanlink Communications Enters into Partnership with Convergys II-82
Airtel Enters into Partnership with Avaya II-83
Consumer Cellular Inaugurates New Call Centre II-83
Aegis Opens New Contact Center II-83
Megafon Inaugurates Call Center for the Universiade 2013 Games II-83
TSYS Managed Services Inaugurates New Call Center II-84
Sitel Expands Call Center II-84
KANA Purchases Ciboodle from Sword Group II-84
Interactive Intelligence Purchases ATIO Contact Center Assets II-85
SHL Merges with PreVisor II-85
Consumer Cellular to Take over T-mobile Call Center II-86
TelStrat Inks Distribution Agreement with Ingram Micro Asia II-86
Connect First Inks Partnership with the Office Gurus II-87
Genesys Inks Service Provider Agreement with KDDI II-87
DSCI Launches Augmented iPBX Call Center Services II-87
TTL Acquires EPICCenter Technology from EasyRun II-88
Tech Mahindra Acquires Hutchison's Contact Center II-88
Sykes Acquires Alpine Access II-89
3CLogic Enters into Agreement with VA Associates II-89
Ameridial Introduces Inbound Call Center Channel for TMC II-90
Tikal Networks Introduces CenterMeter Contact Center on Demand
Solution II-91
ATGStores Selects Avaya AuraTM Contact Center of Avaya II-91
Teleperformance Colombia Establishes Contact Center II-91
Microsoft Acquires Interest in 24/7 II-92
NCO Group Merges with APAC Customer Services II-92
Sitel Sets Up Call Center in Manila II-92
Magma Group Partners with Respondez II-93
Avaya Announces Interoperability between CallNACK Application
of NACR with Avaya Collaboration Solutions II-93
Avaya Establishes Novel Facility in Guangdong Province II-93
Gexel Telecom to Install Contact Center Solution of Avaya to
Enhance Customer Satisfaction II-94
TalkTalk Telecom Group Selects Wipro BPO as Strategic Partner II-94
Convergys Establishes High-tech Contact Center in Bogotá II-94
Wipro BPO Establishes Manjakkudi Rural BPO Center in Tamil Nadu II-95
Sitel to Establish Customer Care Call Center in Belgrade II-95
Avaya Takes Over Sipera II-95
The Capita Group Takes Over Ventura II-96
ExlService Holdings Takes Over Outsource Partners International II-96
Salmat Inks Agreement with Avaya II-97
Avaya Takes Over Aurix II-97
Cassidian Communications Signs Agreement with Avaya II-98
8x8 Acquires Contactual II-98
SM Land Opens a Call Center in Mall of Asia Complex II-99
Chatter Box to Acquire LCI Solutions Call Center II-99
M5 Networks Acquires Callfinity II-99
Enghouse Buys CosmoCom II-99
Maximus Inaugurates Customer Contact Center II-100
Nexxlinx Buys Microdyne Outsourcing II-100
VA Unveils Call Center for Women Veteran II-100
BNP2TKI Rolls Out Halo TKI number 0800-1000 II-101
Altitude Software Enters into Partnership with Umanis II-101
ADCB Unveils Al Ain call center II-101
LiveOps Takes Over Datasquirt II-102
CallCopy Signs Reseller Agreement with BusComm II-102
Intelisys Chooses inContact for Contact Center Software II-103
Chatter Box Acquires Humsay I Global Services II-103
USAN Unveils Hosted Contact Center News Website II-103
RRA Sets Up Call Center II-104

14. CORPORATE ACTIVITY IN THE RECENT PAST - A PERSPECTIVE BUILDER II-105
Malaysia Airlines Selects Contact Centre Solutions of Avaya to
Improve Customer Experience and Profitability II-105
Chinatrust Commercial Bank Selects Total Contact Center
Solution of Avaya to Improve Customer Satisfaction II-105
Avaya Government Solutions Establishes Emergency 911 Call Center II-106
QPC Launches QPC Contact NowTM hosted Contact Management Platform II-106
Sitel Establishes Call Center II-106
Wipro Infotech Bags IT Outsourcing Contract from Vasan Eye Care II-107
Wipro Technologies Enters into Collaboration with Microsoft II-107
Wipro Inks Outsourcing Contract with TV Sundram Iyengar & Sons II-107
ATGStores Selects Avaya Aura™ Contact Center of Avaya II-108
Astute Acquires Speech Labs II-108
Five9 Utilizes Data Center of Internap for Cloud Based Call
Centers II-108
inContact Provides Hosted Call Center Solutions for EPIC II-108
Cincom Ties up with IBM II-109
inContact Signs Partnership Agreement with Verint Systems II-109
Teleperformance Acquires beCogent II-109
Moshi Moshi Hotline and Mitsui Set-Up Call Center Business in
Vietnam II-110
Sykes Enterprises to Establish Call Center in Berlin II-110
Teleperformance Initiates Costa Rican Call Center Operations II-110
Artfest International Sets Up Network Marketing Call Center II-110
Stream Global Services Completes eTelecare Global Solutions
Integration II-110
Teleperformance Snaps Up Contact Center Services Provider
Based in Turkey II-111
CCT Group Snaps Up Interactive Response Technologies II-111
Sykes Enterprises Snaps Up ICT Group II-111
Bharti Teletech and Avaya Enter into Agreement II-111
One To One Contacts Enters into Contracts with TOT Public and
State Railway of Thailand II-112
Macquarie Telecom Group Establishes MacquarieHUB II-112
Telekom and AsissTT Establish New Customer Care Center II-112
C3 to Establish Call Center in Idaho II-112
Rollins Deploys Upgraded EDGE 2020 and Interaction Optimizer
in Call Centers II-112
Hinduja Global Solutions Took Over Careline Services II-113
Sparsh BPO Services Signs Contract with Insurance Regulatory
and Development Authority II-113
Lancaster Newspapers Opens Call Center II-113
New York Daily News Deploys Five9 Virtual Call Center Software
of Five9 II-113
Videotron and Ministere de lEmploi et de la Solidarite
Sociale to Open New Customer Contact Center in Gatineau II-114
Sitel Expands Call Center in Tenn II-114
Aegis to Take Over Call Center of Sallie Mae in Texas II-114
Pinnacle Security Upgrades Technology and Expands Call Center
in Utah II-114
Ctrip.com International Opens New Customer Care Center in Jiangsu II-114
Ufone Opens New Customer Care Center in Lahore II-114
Mortgage Contracting Services Introduces Call Center Service II-115
Client Services Launches Call Center in Lenexa II-115
UP Power Launches Computerized Call Centre II-115
Sales Focus Establishes Call Centre in Kansas II-115
LiveOps Enters into Partnership with Keniks II-115
Teleperformance to Establish Contact Center II-116
Oki Networks Improves Call Centre System II-116
Hinduja Global Solutions Establishes Call Center in Iloilo II-116
Servion Consolidates Call Centre Operations for Kotak Group II-116
Econet Starts Biggest Call Center II-117
Allconnect Establishes New Sales Center in Virginia II-117
CosmoCom and Tata Communications Enter into Partnership with S
Tel II-117
Gartner Magic Quadrant Includes Aegis for North American CRM
Contact Center BPO II-117
Lockheed Martin and U.S. Census Bureau Unveil Call Center in Utah II-118
Sales Focus Establishes Inside Sales Call Center II-118
DYXnet Opens IP Call Center II-118
Trustwave Set Up New Compliance Call Center II-118
Coolpad Introduces the First 3G Video Call Center II-119
Cox Communication to Close the Roanoke Call Center II-119
Noble Systems Acquires Liberation® Product line from
TeleDirect International II-119
Noble Systems Acquires TouchStar Assets II-120
Genesys Snaps Up SDE Software Development Engineering II-120
Avaya Snaps Up Agile Software II-120
Advanis Snaps Up Itracks Call Center II-121
Avaya to Unveil New Customer Service Solutions II-121
LG Electronics Launches Call Center in Lebanon II-121
CNH Parts & Services Starts Operations at Technical Call-Center II-122
Teleperformance India Begins Operations at New Contact Center
in India II-122
Affiliated Computer Services Snaps Up e-Services Group
International II-122
Transcom to Establish Call Center in Philippines II-123
Avaya Acquires Nortel Enterprise Solutions II-123
Aspect Takes Over Assets of AIM Technology II-123
Dell to Take Over Perot Systems II-124
Colorado Springs Utilities Adopts Qwest Call Center Solution II-124

15. FOCUS ON SELECT GLOBAL PLAYERS II-126
[24]7 Inc. (USA) II-126
Acumen Telecomunicaciones SA de CV (Mexico) II-126
Alliance Data Systems, Inc. (US) II-126
Expert Global Solutions, Inc. (USA) II-126
Aspect Software Inc.(USA) II-127
ATOS S.A. (France) II-127
Avaya Inc. (US) II-127
BT Communications (Ireland) Limited (Ireland) II-128
Capita Customer Management Limited (UK) II-128
Convergys Corp. (US) II-128
Datamatics Global Services Limited (India) II-128
Dimension Data Group Company (South Africa) II-129
Merchants Limited (UK) II-129
Entel Call Center (Chile) II-129
EXL Service Holdings, Inc. (US) II-130
Genpact (India) II-130
GTL Ltd. (India) II-130
HCL BPO Services NI Ltd (Ireland) II-130
IBM Global Process Services Pvt. Ltd (India) II-131
Plusoft Informatica Ltda (Brazil) II-131
Quality Plus Callscan Australia Pty Ltd. (Australia) II-131
Sitel (US) II-131
Stream Global Services Inc. (US) II-132
Sykes Enterprises, Inc. (US) II-132
Teleperformance SA (France) II-132
TRG Customer Solutions (US) II-132
West Corporation (US) II-133
Wipro Technologies Ltd (India) II-133

16. GLOBAL MARKET PERSPECTIVE II-134
Table 4: World Recent Past, Current and 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 with Annual Service
Revenues in US$ Million for Years 2010 through 2018 (includes
corresponding Graph/Chart) II-134

Table 5: 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 with Annual Service Revenues in US$ Million for Years
2004 through 2009 (includes corresponding Graph/Chart) II-135

Table 6: World 11-Year Perspective for Call Centers by
Geographic Region - Percentage Breakdown of Service Revenues
for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan),
Latin America and Rest of World Markets for Years 2004, 2011
and 2018 (includes corresponding Graph/Chart) II-136

III. MARKET

1. THE UNITED STATES III-1
A.Market Analysis III-1
Overview III-1
Outlook III-1
General Introduction III-1
Table 7: North American Call Centers Industry (2011):
Percentage Breakdown of Agents by In-House and Outsourced
Positions (includes corresponding Graph/Chart) III-2
MNCs Chant the Outsourcing Mantra for Global Expansion III-2
Outsourcing by Sector III-2
Financial Services III-2
Transportation Sector III-2
Distribution Sector III-2
Telecommunication Sector III-3
Insurance and Utilities III-3
Key Issues III-3
Cost Reduction Continues to Dictate Outsourcing Decisions III-3
Proximity to Headquarters - Prime Consideration for Site
Selection III-3
Industry Trends III-4
Call Centers - Getting Bigger and More Sophisticated III-4
Web-Enabled Call Centers Set to Outpace Conventional Ones III-4
Call Centers - A Major Employer III-5
Workforce Turnover - On the Higher Side? III-5
Outsourcing Adversely Affects US Call Center Jobs III-5
Companies Emphasize on Quality of Customer Service III-6
Hosted Contact Center Solutions Gain Traction III-6
Vertical Market Trends III-6
Table 8: US Contact Centers Industry (2011): Percentage
Breakdown of Call Centers by Vertical Industry - Retail and
Distribution, Finance, Manufacturing, Services, Telecom,
Public Services, IT, and Others (includes corresponding
Graph/Chart) III-7

Table 9: US Contact Center Market (2011): Percentage
Breakdown of Revenues by Leading Companies (includes
corresponding Graph/Chart) III-7

Table 10: US Contact Center Market (2011): Percentage
Breakdown of Revenues by Type of Services Offered (includes
corresponding Graph/Chart) III-7
Call Center Software Market in the US III-8
Superior functionality is the New Customer Mantra for Software III-8
IVR Set to Make Deeper Inroads into the Call Center Market III-8
Workforce Management Software Finds More Takers III-9
Regulatory Issues in the US Industry III-9
US Vs Europe - Safe Harbor and Effect on Call Centers III-9
Safe Harbor - What it Entails III-9
Privacy Protection Policies - The Trans- Atlantic Divide III-10
How ‘Safe' is Safe Harbor? III-10
Legal and Regulatory Framework III-11
Insurance Call Centers in California to Employ Licensed Agents III-11
DNC Registery III-11
Federal Laws prohibits Sale of Consumer Health Data III-12
Product/Service Launches III-12
Strategic Corporate Developments III-13
Key Players III-22
B.Market Analytics III-26
Table 11: US Recent Past, Current & Future Analysis for Call
Centers Market with Annual Service Revenues in US$ Million
for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-26

Table 12: US Historic Review for Call Centers Market with
Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-27

2. CANADA III-28
A.Market Analysis III-28
Current and Future Analysis III-28
Availability of Large English-Speaking and Multilingual
Talent Pools III-28
Issues and Trends III-28
Unsolicited Telemarketing - Canada Fights Back III-28
Call Centers into Less Populous Towns III-28
B.Market Analytics III-29
Table 13: Canadian Recent Past, Current & Future Analysis
for Call Centers Market with Annual Service Revenues in US$
Million for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-29

Table 14: Canadian Historic Review for Call Centers Market
with Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-30

3. JAPAN III-31
A.Market Analysis III-31
Current and Future Analysis III-31
Strategic Corporate Developments III-31
B.Market Analytics III-32
Table 15: Japanese Recent Past, Current & Future Analysis
for Call Centers Market with Annual Service Revenues in US$
Million for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-32

Table 16: Japanese Historic Review for Call Centers Market
with Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-33

4. EUROPE III-34
A.Market Analysis III-34
Current and Future Analysis III-34
Issues and Trends III-34
Finance Industry Seeks Call Center Services III-34
An Important Hub III-34
Highly Fragmented Market III-35
EU Call Center Revenues - A Four Nation Show? III-35
Locational Parameters - Important Trends III-35
Priority Requirements III-36
High-Profile Locations III-36
Ireland, the Netherlands and the United Kingdom III-36
The Downside of the Success Story III-36
Alternate Regional Destinations III-37
Sub-regional Concept Rules Supreme III-37
Market Drivers III-37
Educated and Multilingual Workforce - An Advantage III-37
CRM Technologies Herald Evolution of Multimedia Contact
Centers III-38
Rise in Internet and e-Commerce Spells Growth for Web-based
Call Centers III-38
Market Trends III-38
Growth Moves to Small & Suburban Towns III-38
Call centers Grow Techno-centric III-38
Competition - Having it the Customer's way III-39
Outsourced Call Center Agent Positions on the Rise III-39
Internet-Call Center Integration Takes Wings in Europe III-40
Multimedia Contact Centers Spring up in Unexploited Markets III-40
Technology Trends III-41
Voice over IP - Preferred Medium in Web-based Call Centers III-41
Speech Recognition Technologies Hold Promising Potential III-41
CTI - The New Buzz Word on the Rounds III-41
Vertical Industry Highlights III-42
Leading Call Center Revenue Earners III-42
Banks and Insurance Step up the Gas on Call Center Usage III-42
Banks III-42
Insurance Companies III-42
B.Market Analytics III-43
Table 17: European Recent Past, Current and Future Analysis
for Call Centers by Geographic Region - France, Germany,
Italy, UK, Spain, Russia, The Netherlands, Ireland, Sweden
and Rest of Europe Markets with Annual Service Revenues in
US$ Million for Years 2010 through 2018 (includes
corresponding Graph/Chart) III-43

Table 18: European Historic Review for Call Centers by
Geographic Region - France, Germany, Italy, UK, Spain,
Russia, The Netherlands, Ireland, Sweden and Rest of Europe
Markets with Annual Service Revenues in US$ Million for
Years 2004 through 2009 (includes corresponding Graph/Chart) III-44

Table 19: European 15-Year Perspective for Call Centers by
Geographic Region - Percentage Breakdown of Service Revenues
for France, Germany, Italy, UK, Spain, Russia, The
Netherlands, Ireland, Sweden and Rest of Europe Markets for
Years 2004, 2011 & 2018 (includes corresponding Graph/Chart) III-45

4a. FRANCE III-46
A.Market Analysis III-46
Current and Future Analysis III-46
A Leading West European Call Center Market III-46
Home Banking & Finance Sectors Drive Call Center Growth III-46
Table 20: French Call Centers Industry (2011): Percentage
Breakdown of Call Centers by Vertical Industry - Telecom,
Services, Finance/Banking/ Insurance, IT and Others
(includes corresponding Graph/Chart) III-47
Key Players III-47
B.Market Analytics III-48
Table 21: French Recent Past, Current & Future Analysis for
Call Centers Market with Annual Service Revenues in US$
Million for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-48

Table 22: French Historic Review for Call Centers Market
with Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-49

4b. GERMANY III-50
A.Market Analysis III-50
Current and Future Analysis III-50
German Call Centers - An Introduction III-50
Issues and Trends III-50
Key Issues III-50
Stringent Labor Laws Restrict Rapid Growth III-50
Liberalization Opens Avenues for Overseas Players III-51
Stringent Regulatory Norms Set Up High Entry Barriers III-51
Market Trends III-51
Increased Use of Mobile Phones Restrict Web-Enabled Services III-51
ACD Systems - Promising Potential for Hardware Vendors III-52
Market Drivers III-52
Exceptionally High Standards of Customer Service III-52
Availability of Skilled and Relatively Low cost Labor III-52
Well-developed Infrastructure Facilities III-52
Strategic Corporate Development III-53
B.Market Analytics III-53
Table 23: German Recent Past, Current & Future Analysis for
Call Centers Market with Annual Service Revenues in US$
Million for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-53

Table 24: German Historic Review for Call Centers Market
with Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-54

4c. ITALY III-55
A.Market Analysis III-55
Current and Future Analysis III-55
B.Market Analytics III-55
Table 25: Italian Recent Past, Current & Future Analysis for
Call Centers Market with Annual Service Revenues in US$
Million for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-55

Table 26: Italian Historic Review for Call Centers Market
with Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-56

4d. THE UNITED KINGDOM III-57
A.Market Analysis III-57
Current and Future Analysis III-57
Largest and the Most Developed III-57
Financial Services Command More Share III-57
Issues and Trends III-58
UK Contact Center Industry - Growth Despite Adversities III-58
UK Companies Reverting to Domestic Call Centers III-58
Strategic Corporate Developments III-58
Key Players III-60
B.Market Analytics III-61
Table 27: UK Recent Past, Current & Future Analysis for Call
Centers Market with Annual Service Revenues in US$ Million
for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-61

Table 28: UK Historic Review for Call Centers Market with
Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-62

4e. SPAIN III-63
A.Market Analysis III-63
Current and Future Analysis III-63
Market Drivers III-63
Multilingual Workforce III-63
Government Initiatives III-64
B.Market Analytics III-64
Table 29: Spanish Recent Past, Current & Future Analysis for
Call Centers Market with Annual Service Revenues in US$
Million for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-64

Table 30: Spanish Historic Review for Call Centers Market
with Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-65

4f. RUSSIA III-66
A.Market Analysis III-66
Current and Future Analysis III-66
Issues and Trends III-66
Leading Call Center Investors III-66
Poor Telecom Infrastructure Continues to Impede Rapid
Market Growth III-66
Strategic Corporate Developments III-66
B.Market Analytics III-67
Table 31: Russian Recent Past, Current & Future Analysis for
Call Centers Market with Annual Service Revenues in US$
Million for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-67

Table 32: Russian Historic Review for Call Centers Market
with Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-68

4g. THE NETHERLANDS III-69
A.Market Analysis III-69
Current and Future Analysis III-69
Netherlands- Mature Call Center Market III-69
The “King of Benelux” Call Center Market III-69
Favorite Call Center Destination for Pan-European Operations III-69
Market Drivers III-70
Multilingual Workforce with a Diverse Cultural Background III-70
Availability of Formally Qualified Computer-Literate Labor III-70
Relatively Low Labor and Operational Costs III-71
Hassle-free Legal & Regulatory Framework III-71
No Bar on B2C and B2B Telemarketing Calls III-71
Widespread Consumer Acceptance to Products/Services via
Call Centers III-71
B.Market Analytics III-72
Table 33: The Netherlands Recent Past, Current & Future
Analysis for Call Centers Market with Annual Service
Revenues in US$ Million for Years 2010 through 2018
(includes corresponding Graph/Chart) III-72

Table 34: The Netherlands Historic Review for Call Centers
Market with Annual Service Revenues in US$ Million for Years
2004 through 2009 (includes corresponding Graph/Chart) III-73

4h. IRELAND III-74
A.Market Analysis III-74
Current and Future Analysis III-74
A Leading European Call Center Market III-74
Preferred Destination for US Players III-74
Large Educated Workforce Capable of Handling All Major
European Languages III-74
Relatively Low Costs of Employment III-75
Government Initiatives III-75
Issues & Trends III-75
A Maturing Market III-75
Increased Competition from Asian Nations III-75
Key Players III-76
B.Market Analytics III-77
Table 35: Irish Recent Past, Current & Future Analysis for
Call Centers Market with Annual Service Revenues in US$
Million for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-77

Table 36: Irish Historic Review for Call Centers Market with
Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-78

4i. SWEDEN III-79
A.Market Analysis III-79
Current and Future Analysis III-79
Ranked Among Evolving European Call Center Markets III-79
Market Drivers III-79
Relatively Low Labor Cost III-79
Availability of Educated and Internet-Savvy Workforce III-80
B.Market Analytics III-80
Table 37: Swedish Recent Past, Current & Future Analysis for
Call Centers Market with Annual Service Revenues in US$
Million for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-80

Table 38: Swedish Historic Review for Call Centers Market
with Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-81

4j. REST OF EUROPE III-82
A.Market Analysis III-82
Current and Future Analysis III-82
Major Regional Markets III-82
Belgium III-82
Regulatory Environment III-82
Denmark III-82
Norway III-83
Central and Eastern Markets III-83
Hungary III-83
Austria III-83
Finland III-84
Poland III-84
Czech Republic III-84
Turkey III-84
Strategic Corporate Developments III-85
B.Market Analytics III-85
Table 39: Rest of Europe Recent Past, Current & Future
Analysis for Call Centers Market with Annual Service
Revenues in US$ Million for Years 2010 through 2018
(includes corresponding Graph/Chart) III-85

Table 40: Rest of Europe Historic Review for Call Centers
Market with Annual Service Revenues in US$ Million for Years
2004 through 2009 (includes corresponding Graph/Chart) III-86

5. ASIA-PACIFIC III-87
A.Market Analysis III-87
Current and Future Analysis III-87
The New Worldwide Call Center Hub III-87
Contact Centers in Asia - An Introduction III-87
Table 41: Asian Contact Centers Industry (2011):
Percentage Breakdown of Call Centers by Activity for
Customer Service Centers, Technical Support, and Others
(includes corresponding Graph/Chart) III-88
Low Labor and Operational Costs Remain Trump Cards III-88
Does Intense Competition Imply Unparalleled Customer Service? III-88
Changing Scenario in Asian Contact Center Industry III-89
Contact Center Outsourcing III-89
Asian Offshore Outsourcing Services: A Huge and Expanding
Market. III-89
Table 42: Asia Offshore Contact Center Outsourcing Market
(2011): Percentage Share Breakdown by Key Source Country
(includes corresponding Graph/Chart) III-90
Transforming Technologies III-90
Issues and Trends III-90
Poor Telecom Infrastructure Hinders Rapid Growth III-90
Internet-Call Center Integration Picks Up Momentum III-90
B.Market Analytics III-91
Table 43: Asia-Pacific Recent Past, Current & Future
Analysis for Call Centers by Geographic Region - Australia,
China, India, Philippines, Singapore, and Rest of
Asia-Pacific Markets with Annual Service Revenues in US$
Million for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-91

Table 44: Asia-Pacific Historic Review for Call Centers by
Geographic Region - Australia, China, India, Philippines,
Singapore, and Rest of Asia- Pacific Markets with Annual
Service Revenues in US$ Million for Years 2004 through 2009
(includes corresponding Graph/Chart) III-92

Table 45: Asia-Pacific 15-Year Perspective for Call Centers
by Geographic Region - Percentage Breakdown of Service
Revenues for Australia, China, India, Philippines,
Singapore, and Rest of Asia-Pacific Markets for Years 2004,
2011 and 2018 (includes corresponding Graph/Chart) III-93

5a. AUSTRALIA III-94
A.Market Analysis III-94
Overview III-94
Current and Future Analysis III-94
Well-Educated High Caliber Workforce III-94
Ideal location for 24/7 Call Center Services III-95
Outsourced Call Center Industry III-95
Issues and Trend III-95
High Workforce Turnover III-95
Call Centers Re-establish Focus on Inbound Customer Service III-96
Strategic Corporate Development III-96
Key Player III-97
B.Market Analytics III-98
Table 46: Australian Recent Past, Current & Future Analysis
for Call Centers Market with Annual Service Revenues in US$
Million for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-98

Table 47: Australian Historic Review for Call Centers Market
with Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-99

5b. CHINA III-100
A.Market Analysis III-100
Overview III-100
Recession and the Chinese Contact Center Industry III-100
Current and Future Analysis III-101
Deregulation Triggers Rapid Progress III-101
Focus on Low-Cost Call Center Solutions III-101
Strategic Corporate Developments III-101
B.Market Analytics III-102
Table 48: Chinese Recent Past, Current & Future Analysis for
Call Centers Market with Annual Service Revenues in US$
Million for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-102

Table 49: Chinese Historic Review for Call Centers Market
with Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-103

5c. INDIA III-104
A.Market Analysis III-104
Overview III-104
Current and Future Analysis III-104
Emergence of Indian BPOs - A Peek into History III-104
Consolidation Paves the Way III-105
The National Do-Not-Call Registry III-105
Government Relaxes Legislation III-105
Market Drivers III-106
Large Educated English-Speaking Work pool III-106
Availability of Technical-savvy Labor III-106
Relatively Low Labor and Operational Costs III-106
Specialization - Leading to Differentiation III-107
Change - The Only Constant that Drives Growth III-107
A Leading Market for IT-Enabled Services Outsourcing III-107
Advantageous Time Zone for 24/7 Operations III-108
Call Center Jobs Held in High Esteem III-108
Government Initiatives III-108
Key Issues III-109
Unreliable Telecom Infrastructure III-109
Bandwidth - Dampen Customer Connectivity III-110
Agent Training to Neutralize Indiscernible Accents III-110
Lack of Seasoned Management with Adequate Call Center
Experience III-110
Other Issues III-111
Small Call Centers - Where the Action Is! III-111
UK's Blatant Opposition to Indian Outsourcing III-111
Competitive Scenario III-111
The Mood is Infectious Indian Majors Join the Bandwagon III-111
Strategic Corporate Developments III-112
Product Launches III-114
Key Players III-115
B.Market Analytics III-117
Table 50: Indian Recent Past, Current & Future Analysis for
Call Centers Market with Annual Service Revenues in US$
Million for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-117

Table 51: Indian Historic Review for Call Centers Market
with Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-118

5d. PHILIPPINES III-119
A.Market Analysis III-119
Current and Future Analysis III-119
Market Overview III-119
Impact Of Recession III-119
BPO - A Natural Choice for Filipinos III-120
Favorable Factors for Philippines Contact Centers Market III-120
Low Labor Costs Attract Overseas Players III-121
Call Centers Support Other Sectors III-121
Companies Scour Non-Urban Locations for Call Centers III-121
Table 52: Call Centers in the Philippines (2011):
Percentage Breakdown of Number of Call Centers by Region
for Metro Manila, Cebu, Iloilom Clark Ecozone and Others
(includes corresponding Graph/Chart) III-121
Issues and Trends III-122
Human Resource - A Barrier for Philippines Outsourcing
Industry III-122
Strategic Corporate Developments III-122
B.Market Analytics III-123
Table 53: Philippines Recent Past, Current & Future Analysis
for Call Centers Market with Annual Service Revenues in US$
Million for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-123

Table 54: Philippines Historic Review for Call Centers
Market with Annual Service Revenues in US$ Million for Years
2004 through 2009 (includes corresponding Graph/Chart) III-124

5e. SINGAPORE III-125
A.Market Analysis III-125
Current and Future Analysis III-125
Strategic Corporate Developments III-125
B.Market Analytics III-126
Table 55: Singapore Recent Past, Current & Future Analysis
for Call Centers Market with Annual Service Revenues in US$
Million for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-126

Table 56: Singapore Historic Review for Call Centers Market
with Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-127

5f. REST OF ASIA-PACIFIC III-128
A.Market Analysis III-128
Current and Future Analysis III-128
Key Markets III-128
Malaysia III-128
Pakistan III-128
Strategic Corporate Developments III-129
B.Market Analytics III-131
Table 57: Rest of Asia-Pacific Recent Past, Current & Future
Analysis for Call Centers with Annual Service Revenues in
US$ Million for Years 2010 through 2018 (includes
corresponding Graph/Chart) III-131

Table 58: Rest of Asia-Pacific Historic Review for Call
Centers with Annual Service Revenues in US$ Million for
Years 2004 through 2009 (includes corresponding Graph/Chart) III-132

6. LATIN AMERICA III-133
A.Market Analysis III-133
Current and Future Analysis III-133
A Growing Call Center Market III-133
Intense Competition to Win Customers Driving Call Center
Growth III-133
Emerging Regions III-134
Table 59: Latin American Call Centers Industry (2011):
Percentage Breakdown of Call Center Numbers by Country for
Brazil, Mexico, Argentina and Others (includes
corresponding Graph/Chart) III-134
B.Market Analytics III-135
Table 60: Latin American Recent Past, Current & Future
Analysis for Call Centers by Geographic Region - Brazil,
Mexico and Rest of Latin American Markets with Annual
Service Revenues in US$ Million for Years 2010 through 2018
(includes corresponding Graph/Chart) III-135

Table 61: Latin American Historic Review for Call Centers by
Geographic Region - Brazil, Mexico and Rest of Latin
American Markets with Annual Service Revenues in US$ Million
for Years 2004 through 2009 (includes corresponding
Graph/Chart) III-136

Table 62: Latin American 15-Year Perspective for Call
Centers by Geographic Region - Percentage Breakdown of
Service Revenues for Brazil, Mexico and Rest of Latin
American Markets for Years 2004, 2011 and 2018 (includes
corresponding Graph/Chart) III-137

6a. BRAZIL III-138
A.Market Analysis III-138
Current and Future Analysis III-138
Leading Call Center Market in Latin America III-138
Table 63: Brazilian Contact Centers Market (2011):
Percentage Share Breakdown of Call Center Positions by
State (includes corresponding Graph/Chart) III-138
Changing Structure of Contact Center Industry III-138
Table 64: Brazilian Outsourced Call Center Industry (2011):
Percentage Breakdown of Revenues by Vertical Industry
(includes corresponding Graph/Chart) III-139
Strategic Corporate Development III-139
Key Player III-140
B.Market Analytics III-140
Table 65: Brazilian Recent Past, Current & Future Analysis
for Call Centers Market with Annual Service Revenues in US$
Million for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-140

Table 66: Brazilian Historic Review for Call Centers Market
with Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-141

6b. MEXICO III-142
A.Market Analysis III-142
Current and Future Analysis III-142
An Emerging Call Center Hub III-142
Call Center Infrastructure III-142
Regional Distribution of Call Centers III-143
Table 67: Regional Distribution of Call Centers in Mexico
(2011): Percentage Breakdown by Mexico City, Monterrey,
Guadalajara, Tijuana and Others (includes corresponding
Graph/Chart) III-143
Labor Issues III-143
Key Player III-143
B.Market Analytics III-144
Table 68: Mexican Recent Past, Current & Future Analysis for
Call Centers Market with Annual Service Revenues in US$
Million for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-144

Table 69: Mexican Historic Review for Call Centers Market
with Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-145

6c. REST OF LATIN AMERICA III-146
A.Market Analysis III-146
Overview and Outlook III-146
Argentinean Contact Centers Industry - Highlights III-146
Call Centers Market in Chile III-146
Strategic Corporate Developments III-146
Key Players III-148
B.Market Analytics III-148
Table 70: Rest of Latin America Recent Past, Current &
Future Analysis for Call Centers Market with Annual Service
Revenues in US$ Million for Years 2010 through 2018
(includes corresponding Graph/Chart) III-148

Table 71: Rest of Latin America Historic Review for Call
Centers Market with Annual Service Revenues in US$ Million
for Years 2004 through 2009 (includes corresponding
Graph/Chart) III-149

7. REST OF WORLD III-150
A.Market Analysis III-150
Current and Future Analysis III-150
Caribbean - Emerging as a Major Call Center Destination III-150
Multilingual Skills and Low Employment Costs Attract Global
Players III-150
Dubai: The Call Center Oasis III-150
Jamaica - Preferred Call Center Outsourcing Destination III-151
South Africa III-151
Table 72: South African Call Centers Industry (2011):
Percentage Breakdown of Call Center Sites by Vertical
Sector (includes corresponding Graph/Chart) III-152
Western Cape Emerging as the Preferred Hub III-152
Table 73: South African Call Centers Industry (2011):
Percentage Breakdown of Call Center Sites by Province for
Greater Johannesburg, Cape Town, Greater Durban, Pretoria
and Others (includes corresponding Graph/Chart) III-152
Strategic Corporate Development III-153
Key Player III-153
B.Market Analytics III-154
Table 74: Rest of World Recent Past, Current & Future
Analysis for Call Centers Market with Annual Service
Revenues in US$ Million for Years 2010 through 2018
(includes corresponding Graph/Chart) III-154

Table 75: Rest of World Historic Review for Call Centers
Market with Annual Service revenues in US$ Million for Years
2004 through 2009 (includes corresponding Graph/Chart) III-155

IV. COMPETITIVE LANDSCAPE

Total Companies Profiled: 185 (including Divisions/Subsidiaries - (203)

The United States (109)
Canada (2)
Japan (4)
Europe (34)
- France (9)
- Germany (4)
- The United Kingdom (11)
- Spain (1)
- Rest of Europe (9)
Asia-Pacific (Excluding Japan) (41)
Latin America (9)
Africa (3)

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