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Call Centers - Global Strategic Business Report Product Image

Call Centers - Global Strategic Business Report

  • ID: 338444
  • July 2014
  • Region: Global
  • 437 Pages
  • Global Industry Analysts, Inc

This report analyzes the worldwide markets for Call Centers in US$ Million by the following Types: In-House, and Outsourced. 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 2013 through 2020. Also, a seven-year historic analysis is provided for these markets. Market data and analytics are derived from primary and secondary research. Company profiles are primarily based on public domain information including company URLs.

The report profiles 126 companies including many key and niche players such as:

- [24]7 Inc.
- Alliance Data Systems, Inc.
- ATOS S.A
- BT Communications (Ireland) Limited
- Convergys Corp.

Note: Product cover images may vary from those shown

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
Telecomm Revolution: The Key Driver of Industry Transformation
Spurt in Mobile Telephony Lends Traction to Growth
Table 1: Global Mobile Phones Market (2013): Teledensity by Country (includes corresponding Graph/Chart)
Table 2: Global Smartphone Market (2013): Penetration as a Percentage of Mobile Phone Users for Select Countries (includes corresponding Graph/Chart)
Table 3: Global Market for Smartphones (2013 & 2018): Breakdown of Sales in Million Units by Geographic Region/Country (includes corresponding Graph/Chart)
Strong Global Economic Growth Spurs Call Center Activity for the Best Part of Previous Decade
2007-2009 Economic Recession Derails Market Momentum
Eurozone Debt Crisis Dampens the Sentiment Further
Unfavorable Economic Environment Calls for Modifications in Call Center Business Models
Projected Resurgence in Global Economy & Rise in Business Activity to Drive Growth
Outlook
Developed Markets to Maintain their Dominance in the Global Market
Developing Markets to Turbo Charge Future Growth
Offshore Call Centers: The Key & Potential Growth Vertical for Developing World
A Brief Sketch of Major Outsourcing Destinations
Philippines
India
China
Malaysia
Czech Republic
Singapore
Brazil
Canada
Poland
Egypt
Mexico
Key Statistical Findings:
Table 4: Global Call Centers Market (2013): Percentage Share Breakdown of Number of Call Centers by Type (includes corresponding Graph/Chart)
Table 5: Global Call Centers Market (2013): Average Number of Call Center Employees by Call Center Type
In-Bound Calls Remain the Key Business Area for Call Centers

2. NOTEWORTHY MARKET TRENDS, GROWTH DRIVERS & ISSUES

General Industry Trends
Call Centre Establishes itself as a Critical Part of the Service Delivery Chain
‘Customer Experience’ Remains the Core Area for Call Centers
Skill Set Helps Call Centers Maintain the Momentum
Call Centers Look at IP for Improving Efficiency
Move Towards ‘Cloud’: The Mega Trend
Integration of Social Media & the Contact Center: The New Fad
Key Social Media Facts
Opportunity Indicators
Table 6: World Penetration Rates (%) and Number of Users of Internet and Social Networks (includes corresponding Graph/Chart)
Table 7: World Social Media Penetration Rates (%) by Region: 2013 (includes corresponding Graph/Chart)
Cost Minimization Drives Call Centers to Low Wage Cities
Table 8: Global Call Center Market (2013): Percentage Share Breakdown of Costs by Spending Area (includes corresponding Graph/Chart)
Worldwide Call Center Capacity Spurt
Multiple Outsourced Call Centers: Order of the Day
Call Centers See the Rise of ‘Omnichannel’ Strategy
Competition: Having it the Customer’s way
Transformation from Cost Centers to Profit Centers
Home Agents Model Emerges as a New Profitable Approach
Call Centers Witness Growing Demand for Virtual Assistants
SMB Sector Steers the Momentum
Right Shoring & Blending Gains Traction in Call Center Operations
Network Strategy: A Critical Component in Selection of a New Destination
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 Remains the Key Criterion for Call Recording Technologies
Average Call Length Continues to be a Key Quantification Metric
Table 9: Call Lengths by Call Center Size (includes corresponding Graph/Chart)
Call Abandonment Rates Bring In More Operational Transparency
Table 10: Call Abandonment Rates by Call Center Size (includes corresponding Graph/Chart)
Table 11: Call Abandonment Rates by Vertical Business Sector (includes corresponding Graph/Chart)
Measurement of Agent Activity: A Critical Need
Table 12: 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
Product and Technology Trends
Transforming Call Centers Market: Need for Technological Adaptability
Internet Technologies Revolutionize Call Centers
Web Sites and Call Centers: United They Thrive
Help Desk and Call Center Companies Shift Solutions to Browser-based Architecture
Emergence of Web 2.0 Extends New Opportunities for Call Centers
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 Contact Centers
CRM Comes to Aid in Multilingual Interactions
From CRM to eRM: Multichannel Centers on the Rise
Hosted or Networked Server-based Call Centers on the Rise
Virtual Hosted Call Centers Promise New Opportunities
Call Center Applications Diversify to Include Mobile Apps
Evolving Database Technologies and Management Strategies Guide Call Centers to Reach New Avenues
Video Emerges as a New Channel for Call Centers
Unified Communication: The New Avenue for Global Call Centers
Customer Support & Sales Force Automation Dominate Software Applications
Integrated Services: Offering a Level Playing Field to Small- and Mid-Sized Players
Speech Recognition Technologies Transform Agent Training
Voice-Driven CRM and VoiceXML Enlarge Scope for Customer Interactions
Voice-Driven CRM
Voice XML
Multi-site Call Routing Solutions: Popular with Large Global Firms
Technology and Process Innovations Drive Profit Margins
Key Issues
Simplifying Complexities in Contact Center Processes: A Key Area of Focus
Call Centers & the Regulatory Environment
Cost Reduction & Efficiency Enhancements: Formulae for Survival & Growth
Cost Reductions: The Road to Success
Efficiency Enhancements: Vital Component
Human Resources: Ranking Above Technology

3. A PEEK INTO VERTICAL END-USE INDUSTRIES

Introduction
End-Use Sectors for Contact Centers: An Overview
Table 13: Global Contact Centers Market (2013): 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
Outsourcing
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 (Telemarketing) 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. RELATED INDUSTRY DISCUSSION

Customer Experience Management
CEM: Leveraging Call Center Data with Decision Making
CEM as a Value Proposition
Workforce Management

7. CALL CENTER CONSOLIDATION WHETHER, WHY AND HOW

Widely Dispersed Call Centers: A Key Rationale
Motivators for Call Center Consolidation
Costs of Scale

8. PERTINENT REGULATORY ISSUES

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?

9. TECHNOLOGICAL BREAKTHROUGHS/ INNOVATIONS

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
Speech Recognition and Interactive Television Technologies
Internet / Web-enabling Technologies for Call Centers
Developments in Web-Enabling Technology
Call-Through Technologies to Replace Call-Back and Text-Chat

10. RECENT INDUSTRY ACTIVITY

Convergys Acquires Stream Global Services
iQor Opens New Contact Center in Panama City
Sky Pacific of Fiji Television Unveils Brand New Call Centre
General Motors Inaugurates New Call Center
IBM Divests its Global Customer Care Outsourcing Unit to Synnex
Health Insurance Innovations Acquires Secured Health and Life
TeleSpeak Takes Over Contact Centers of America
NexxLinx Acquires Benevox
nizeX Inaugurates a New Customer Contact Center
net.America Deploys Interactive Intelligence Group’s Cloud- based Contact Center Solution
JetBlue Airways Opens New Customer Contact Center in Orlando
PowerOne Inaugurates Call Center in California
8x8 Receives New Order from Merchant Warehouse
Qualfon to Build Call Center in New York
Capital One Financial Launches New Contact Center Facility in Muntinlupa
OnBrand24 Opens a New Contact Center in Savannah
Barclaycard to Expand its Wilton Call Center Facility
WS Live to Expand its Iowa Call Centers
iQor to Open New Call Center in Cavite
AnyHour Solutions Signs Agreement with First Credit Union of Chandler
OnBrand24 Teams Up with Connect First
MNsure Health Exchange Launches New Call Center in St. Paul
RTA Launches New Services via Call Centre
24-7 Intouch Opens New Call Center Facility in Aurora
Immediate Credit Recovery to Deploy Castel Communications’ Dialer Suite And Voice Analysis Solutions in its Call Centers
B.A.M Marketing Teams Up with iTeleCenter
Time Warner Cable to Expand its Buffalo Call Center
GreatCall Launches New Call Center in Nevada
Maximus to Operate a Call Center in HP’s Boise Campus
Crothall Healthcare Opens National Call Center for Patient Transportation
SPi Global Launches New Call Center in Madison
Inktel Contact Center Solutions Opens New Contact Center in Ohio
Site to Expand its Customer Care Call Center in Texas
Intelligent Office Launches Premier Call Center Services at its San Francisco Facility
Inktel Contact Center Solutions Launches Brand New Call Center in Florida
Desjardins Selects Genesys
Teleperformance Acquires 100% Stake in TLS Contact
Stream Global Services Acquires LBM Holdings
Webhelp Group Acquires HEROtsc
Ukash Deploys NewVoiceMedia’s Innovative Cloud Contact Centre Technology
Vimpelcom Introduces New Call Centre in Perm
Transaero Airlines Launches New Call Center for Customers
Randstad Contact Centres Launches New Contact Centre in Portugal
Stream Global Services Opens a New Contact Center in Belfast
Logic Versicherungstreuhand to Build Call Center in Turkey
Vodafone Hungary to Expand its Regional Customer Service Centre in Hungary
Telenor Launches New Contact Centre in Hungary
Silverfleet Capital Acquires Stake in Competence Call Center Holding from Ardian
T-Mobile Austria Selects Interactive Intelligence Group’s Contact Center Solution
Iceland 112 Deploys Avaya’s Full-Blown Contact Centre Solution
Ascend Capital to Open a Call Centre in Macedonia
Videocon Mobile Services to Commence a Call Centre in Bharuch
D-Link to Establish In-House Call Centre
HCL Infosystems’ HCL Care to Provide Contact Center Services to Philips
Goa's Electricity Department Launches Call Centre Service
Madhya Pradesh to Launch Call Centres for Pilgrims
Tathastu Advisory to Launch Call Center Services in Other Indian Languages
IBM to Support Jet Airways’ Call Center Capabilities
Convergys Acquires Contact Center Operations of Datacom in Philippines and Malaysia
The Customer Relationship Management and Contact Center Association of Malaysia Ties Up with COPC
Zong Unveils its New Contact Centre in Islamabad
Transcosmos’ JV Company with PT Cyberindo Aditama to Provide Call Center Services
BT Delivered Contact Centre Technologies to HBF’s Call Center
BT to Deliver Multimedia Contact Centre Solution to Western Power’s Call Center Facility
Unity4 to Expand into the New Zealand Market
Sprint Nextel Launches New Call Center in New Zealand
Harvey Nash Vietnam to Build a Call Center Business
Level 3 to Support Canon do Brasil’s Call Center Operation
GVT Establishes Customer Support Call Centre in Fortaleza
DATAMARK Opens a New Multichannel Bilingual Customer Contact Center in Mexico
Young America Adds New Customer Contact Center in Mexico
Stream Global Services Opens its Newest Call Center in San Pedro Sula
Sybrid Inks a Contact Centre Outsourcing Agreement with McDonald’s Emirates
INET Launches New Contact Center in Riyadh
Kuwait Finance House to Upgrade its Call Center Facilities
Huawei Launches First Call Centre in South Africa
Webhelp UK to Open Two New Call Centres in South Africa
Globacom Launches Mini Call Centre in Abuja
National Pension Commission Establishes Contact Centre
Orange Telecom to Launch New Call Centre in Congo
Stream Global Services to Expand Seat Capacity in Eagan
Sitel to Add a New Business to its Call Center in Norman
Stratus Contact Solutions Teams Up with Telrite Corporation and Life Wireless
BT Inaugurates New Contact Center
Biostar Pharmaceuticals Launches In-House Call Center
Convergys to Open New Contact Center in Philippines
iQor to Launch New Contact Center in the Philippines
Eid Parry Commences New Call Centre for Farmers
BIBD Launches New Contact Center

11. 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)
Datamatics Global Services Limited (India)
Entel Call Center (Chile)
EXL Service Holdings, Inc. (US)
Genpact (Bermuda)
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)

12. GLOBAL MARKET PERSPECTIVE

Table 14: 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 with Annual Expenditure on Call Centers in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 15: 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 Expenditure on Call Centers in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 16: World 15-Year Perspective for Call Centers by Geographic Region
Percentage Breakdown of Expenditure for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
Table 17: World Recent Past, Current & Future Analysis for Call Centers by Type
In-House and Outsourced Markets Independently Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 18: World Historic Review for Call Centers by Type
In-House and Outsourced Markets Independently Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 19: World 15-Year Perspective for Call Centers by Type
Percentage Breakdown of Expenditure for In-House and Outsourced Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

III. MARKET

1. THE UNITED STATES

A.Market Analysis
Current & Future Analysis
Market Overview
Table 20: US Call Centers Market (2013): Percentage Breakdown of Agents Employed in In-House and Outsourced Call Centers (includes corresponding Graph/Chart)
Table 21: US Outsourced Call Centres Market (2013): Percentage Breakdown of Expenditure by Type of Services Offered (includes corresponding Graph/Chart)
Table 22: Leading Players in the Call Centers Market in the United States (2013): Percentage Breakdown of Revenues for Convergys Corp., Sitel Corp., West Corp. and Others (includes corresponding Graph/Chart)
Call Centers: A Major Employer
Workforce Turnover
On the Higher Side?
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
Asian Companies Keen to Set Up Onshore Service Centers in US
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
Vertical Market Trends Drive Market Growth
Table 23: US Call Centers Market (2013): Percentage Breakdown of Call Center Spending by Vertical Industry (includes corresponding Graph/Chart)
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 24: US Recent Past, Current & Future Analysis for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 25: US Historic Review for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2006 through 2012 (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 26: Canadian Recent Past, Current & Future Analysis for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 27: Canadian Historic Review for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)

3. JAPAN

A.Market Analysis
Current & Future Analysis
Market Overview
B.Market Analytics
Table 28: Japanese Recent Past, Current & Future Analysis for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 29: Japanese Historic Review for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2006 through 2012 (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 30: 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 with Annual Expenditure on Call Centers in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 31: 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 with Annual Expenditure on Call Centers in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 32: European 15-Year Perspective for Call Centers by Geographic Region
Percentage Breakdown of Expenditure for France, Germany, Italy, UK, Spain, Russia, The Netherlands, Ireland, Sweden and Rest of Europe Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)
4a. FRANCE
A.Market Analysis
Current & Future Analysis
France: A Major Call Center Market in Western Europe
Banking & Finance Sector Drives Growth in French Call Center Market
Table 33: French Call Centers Market (2013): Percentage Breakdown of Call Center Spending by Vertical Industry (includes corresponding Graph/Chart)
Strategic Corporate Development
Key Players
B.Market Analytics
Table 34: French Recent Past, Current & Future Analysis for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 35: French Historic Review for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2006 through 2012 (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 36: German Recent Past, Current & Future Analysis for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 37: German Historic Review for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
4c. ITALY
A.Market Analysis
Current & Future Analysis
Market Overview
B.Market Analytics
Table 38: Italian Recent Past, Current & Future Analysis for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 39: Italian Historic Review for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2006 through 2012 (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 Developments
Capita Customer Management Limited
A Key UK Player
B.Market Analytics
Table 40: UK Recent Past, Current & Future Analysis for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 41: UK Historic Review for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
4e. SPAIN
A.Market Analysis
Current & Future Analysis
Market Overview
Market Drivers
Multilingual Workforce
Government Initiatives
B.Market Analytics
Table 42: Spanish Recent Past, Current & Future Analysis for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 43: Spanish Historic Review for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
4f. RUSSIA
A.Market Analysis
Current & Future Analysis
Strategic Corporate Developments
B.Market Analytics
Table 44: Russian Recent Past, Current & Future Analysis for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 45: Russian Historic Review for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2006 through 2012 (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 46: The Netherlands Recent Past, Current & Future Analysis for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 47: The Netherlands Historic Review for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2006 through 2012 (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 48: Irish Recent Past, Current & Future Analysis for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 49: Irish Historic Review for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2006 through 2012 (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 50: Swedish Recent Past, Current & Future Analysis for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 51: Swedish Historic Review for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2006 through 2012 (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
Genpact
A Global Bermudian Company
B.Market Analytics
Table 52: Rest of Europe Recent Past, Current & Future Analysis for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 53: Rest of Europe Historic Review for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)

5. ASIA-PACIFIC

A.Market Analysis
Current & Future Analysis
Asia-Pacific: The New Global Call Center Hub
Table 54: Asia-Pacific Outsourced Call Centers Market (2013): 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 55: Asia Offshore Call Center Outsourcing Market (2013): 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 56: 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 with Annual Expenditure on Call Centers in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 57: Asia-Pacific Historic Review for Call Centers by Geographic Region
Australia, China, India, Philippines, Singapore, and Rest of Asia-Pacific Markets Independently Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 58: Asia-Pacific 15-Year Perspective for Call Centers by Geographic Region
Percentage Breakdown of Expenditure for Australia, China, India, Philippines, Singapore, and Rest of Asia-Pacific Markets for Years 2006, 2014 and 2020 (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
Strategic Corporate Developments
B.Market Analytics
Table 59: Australian Recent Past, Current & Future Analysis for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 60: Australian Historic Review for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
5b. CHINA
A.Market Analysis
Current & Future Analysis
Market Overview
Strategic Corporate Development
B.Market Analytics
Table 61: Chinese Recent Past, Current & Future Analysis for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 62: Chinese Historic Review for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2006 through 2012 (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 63: Indian Recent Past, Current & Future Analysis for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 64: Indian Historic Review for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2006 through 2012 (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 65: Philippines Call Center Market (2013): Percentage Breakdown of Number of Call Centers by Region (includes corresponding Graph/Chart)
Human Resource: A Barrier for Philippines Outsourcing Industry
The 2007-2009 Economic Recession Impacts the Filipino Call Centers Market
Strategic Corporate Developments
B.Market Analytics
Table 66: Philippines Recent Past, Current & Future Analysis for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 67: Philippines Historic Review for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
5e. SINGAPORE
A.Market Analysis
Current & Future Analysis
Market Overview
B.Market Analytics
Table 68: Singapore Recent Past, Current & Future Analysis for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 69: Singapore Historic Review for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2006 through 2012 (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 70: Rest of Asia-Pacific Recent Past, Current & Future Analysis for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 71: Rest of Asia-Pacific Historic Review for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2006 through 2012 (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 72: Latin American Call Centers Market (2013): Percentage Breakdown of Number of Call Centers by Country (include corresponding Graph/Chart)
B.Market Analytics
Table 73: Latin American Recent Past, Current & Future Analysis for Call Centers by Geographic Region
Brazil, Mexico and Rest of Latin American Markets Independently Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 74: Latin American Historic Review for Call Centers by Geographic Region
Brazil, Mexico and Rest of Latin American Markets Independently Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
Table 75: Latin American 15-Year Perspective for Call Centers by Geographic Region
Percentage Breakdown of Expenditure for Brazil, Mexico and Rest of Latin American Markets for Years 2006, 2014 and 2020 (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 76: Brazilian Call Centers Market (2013): Percentage Breakdown of Number of Call Centers by Region (includes corresponding Graph/Chart)
Table 77: Brazilian Outsourced Call Center Market (2013): Percentage Breakdown of Call Center Spending by Vertical Industry (includes corresponding Graph/Chart)
Strategic Corporate Developments
Plusoft Informatica Ltda
A Key Brazilian Player
B.Market Analytics
Table 78: Brazilian Recent Past, Current & Future Analysis for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 79: Brazilian Historic Review for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
6b. MEXICO
A.Market Analysis
Current & Future Analysis
Mexico: An Emerging Call Center Hub
Table 80: Mexican Call Center Market (2013): 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
Strategic Corporate Developments
B.Market Analytics
Table 81: Mexican Recent Past, Current & Future Analysis for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 82: Mexican Historic Review for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2006 through 2012 (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 Developments
Entel Call Center
A Key Chilean Player
B.Market Analytics
Table 83: Rest of Latin America Recent Past, Current & Future Analysis for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 84: Rest of Latin America Historic Review for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)

7. REST OF WORLD

A.Market Analysis
Current & Future Analysis
South Africa: A Key Regional Market
Table 85: South African Call Centers Market (2013): Percentage Breakdown of Call Center Spending by Vertical Sector (includes corresponding Graph/Chart)
Western Cape Emerging as the Preferred Hub
Table 86: South African Call Centers Market (2013): 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 87: Rest of World Recent Past, Current & Future Analysis for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
Table 88: Rest of World Historic Review for Call Centers Market Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)

IV. COMPETITIVE LANDSCAPE

Total Companies Profiled: 126 (including Divisions/Subsidiaries 140)
The United States (58)
Canada (2)
Japan (5)
Europe (28)
France (6)
Germany (1)
The United Kingdom (7)
Spain (1)
Rest of Europe (13)
Asia-Pacific (Excluding Japan) (37)
Latin America (8)
Africa (1)
Middle East (1)

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