NEW YORK, Dec. 12, 2012 /PRNewswire/ -- Reportlinker.com
announces that a new market research report is available in its
catalogue:
Global Call Centers Industry
http://www.reportlinker.com/p087286/Global-Call-Centers-Industry.html#utm_source=prnewswire&utm_medium=pr&utm_campaign=Call_Center
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, and Wipro Technologies
Ltd. Market data and analytics are derived from primary and
secondary research. Company profiles are primarily based upon
search engine sources in the public domain.
I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONSStudy
Reliability and Reporting Limitations I-1Disclaimers I-2Data
Interpretation & Reporting Level I-2Quantitative Techniques
& Analytics I-3Product Definitions and Scope of Study I-3II.
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-6Key Issues II-6Call Centers
& the Regulatory Environment II-6Cost Reduction &
Efficiency Enhancements - Formulae forSurvival & Growth
II-6Cost Reductions - The Road to Success II-6Efficiency
Enhancements - Vital Component II-7Human Resources - Ranking Above
Technology II-7General Industry Trends II-7From 'Call' Centers to
'Contact' Centers II-7Multiple Outsourced Call Centers - Order of
the Day II-8From CRM to eRM - Multichannel Centers on the Rise
II-8CEM Gathers Steam II-8Transformation from Cost Centers to
Profit Centers II-8Rising Number of Home Agents II-9Emergence of
Web 2.0 II-9Worldwide Call Center Capacity Spurt II-9Managing
Multilingual Customers - CRM Comes to Aid II-10Complaints Handling
- The Most Likely Outsourced Function II-10Cost Minimization Drives
Call Centers to Low Wage Cities II-10SMB Sector Gathers Steam
II-10Right Shoring & Blending Gains Traction in Call
CenterOperations II-11Vertical Specific Offerings Gain Popularity
II-11Use of Innovative IT Technologies Make The Contact Center
"SMART" II-11Simplifying Complexities in Contact Center Processes:
A KeyArea of Focus II-11Integration of Social Media & the
Contact Center: A Key Trend II-12Call Center Applications Diversify
to Include Mobile Apps II-12Table 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-27Functional Definition II-27Call
Center Activities II-27Inbound Call Reception and Routing
II-27Automated Inbound Call Routing II-27Advantages of Automated
inbound call routing applicationsinclude: II-27Outbound
Telemarketing Call II-27Call Handling Time II-28Complaints Handling
II-28Customer Information Services / Help Desks II-28Debt Chasing
II-29Field Service Support II-29Field service and support activity
advantages include: II-29Classification on the Basis of Ownership
II-29In-House Centers II-29Outsourced Call Centers II-30Service
Bureau II-30Classification on the basis of Operations II-30Inbound
Call Centers II-30Outbound (Telemarketing) Centers II-30Nature of
Services Offered II-30Consulting II-30Outsourcing II-30Training
II-31Call Center Technologies-By Area of Application II-31Voice
II-31Telephone Switches (ACDs) and Voice Networks II-31Voice
Response Systems (IVR/VRU) II-32Speech Recognition Technologies
II-32Voice Over Internet Protocol (VoIP) II-32Data
II-33Workstations and Databases II-33Customer Relationship
Management (CRM) Tools II-33CRM Tools II-33Enterprise CRM
II-33Mid-Market CRM II-34Customer Data Integration II-34Enterprise
Analytics, Business Intelligence and DataWarehousing II-34Computer
Telephony Integration (CTI) II-34Web II-34Website and E-mail
II-34Website II-34E-Mail II-35Web Integration (Text chat and Web
Calls) II-35Web Chat II-35Web Call-back II-35Fully Integrated
Unified Messaging System II-35Multimedia Technologies II-35Systems
II-36ACD Systems II-36Automatic Call Distributor (ACD)
II-36Outbound System II-36Interactive Voice Response (IVR) Systems
II-36Voice Messaging Systems II-37Simple Voice Message Broadcasting
II-37Custom Voice Message Broadcasting II-37Voice Message
Broadcasting and Touchphone Response II-37Software II-38Workforce
Management Software II-38Workforce Automation Software II-38Sales
Force Automation Software II-38For Sales Executives II-39For Sales
Manager II-39Customer Interaction Software II-39CTI Enabling
Software II-39Call 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-46Site Location Strategies
II-46Introduction to Site Location II-46The Basics II-46Major
Parameters in Site Location II-46Labor, Labor and Labor
II-46Education II-47Infrastructure II-47Cost II-47Labor Costs
II-47Infrastructure and Technology Costs II-47Occupancy/Real estate
Costs II-48Taxes II-48Start-up Costs II-48Other Factors in Site
Selection II-48'Cross-Media Centers' - A Preview of Next Generation
'Contact'Strategies II-48Cross-Media Call Center Architecture
II-49Queuing Architecture II-49Queue Engine II-49Contingency
Strategies - Ensuring Business Continuity in aDisaster II-49Down
Time Hurts in a Time-Sensitive Environment II-49Business Continuity
Plan - The Basics II-49Other 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-56Customer Experience
Management II-56CEM - Leveraging Call Center Data with Decision
Making II-56CEM as a Value Proposition II-56Workforce 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-60Legal and Regulatory
Framework II-60Predictive Dialing II-60Tring.. Tring Hello ! ??.?
II-60The Preface to the Showdown II-60Privacy Legislations
II-61Federal Laws prohibits Sale of Consumer Health Data II-61Cell
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-67Nigerian
Communication Commission (NCC) Launches EmergencyCall Centers
II-67Jack Henry Launches a New Call Center Product Named
jhaCallCenter II-67HP Launches New Solution for Revamping
Enterprise Contact Centers II-67Adtech Unveils Cloud-Based Verint®
Solution II-68Easy Office Unveils Enhanced Virtual Call Center
Solution II-68SalesPortal Unveils New Campaign Dashboard for
Contact CenterCampaign Analytics II-69Nextiva Unveils NextOS VoIP
Technology Platform II-70NeoVox Enters into Agreement with
Windstream II-70MSEDCL Establishes State-of-the-Art Contact Centre
II-71Aurix Introduces Cloud Based Analyst 1.5 II-71Acqueon Launches
AiQ 4.0 Solution with Advanced MobileApplication and Social
MediaFeatures II-72Oki Introduces Cloud-Based Unique
Customer-Specific EXaaS CallCenter Service II-72OBS Introduces
Managed Contact Center Cloud-Based Service II-73M-Tel Introduces
M-Tel Call Center 0700 and M-Tel Call Center0800 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 Kit's 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 City's 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-79RACO Launches Omega Call
Center Service II-79Telefonica Germany Launches ICC Call Center
Platform forBusiness Customers II-79Zeacom Enters into a
Partnership with Ronco Communications II-79Southwest Airlines Sets
up a New Call Center in San Antonio II-80C3 Launches a New Customer
Contact Center in Guatemala City II-80GDA Sets up a Call Center in
Ghaziabad II-81MphasiS Sets up Two Contact Centers in Mangalore and
Bhubaneswar II-81Investbank Partners with Artelco to Launch a New
Contact Center II-81Toshiba Europe Launches a New Call Center in
Prague II-82Aegis Commences a Call Center in Costa Rica II-82Crawford & Company Forms
Joint Venture with Call Center Services II-82Spanlink
Communications Enters into Partnership with Convergys II-82Airtel
Enters into Partnership with Avaya II-83Consumer Cellular
Inaugurates New Call Centre II-83Aegis Opens New Contact Center
II-83Megafon Inaugurates Call Center for the Universiade 2013 Games
II-83TSYS Managed Services Inaugurates New Call Center II-84Sitel
Expands Call Center II-84KANA Purchases Ciboodle from Sword Group
II-84Interactive Intelligence Purchases ATIO Contact Center Assets
II-85SHL Merges with PreVisor II-85Consumer Cellular to Take over
T-mobile Call Center II-86TelStrat Inks Distribution Agreement with
Ingram Micro Asia II-86Connect First Inks Partnership with the
Office Gurus II-87Genesys Inks Service Provider Agreement with KDDI
II-87DSCI Launches Augmented iPBX Call Center Services II-87TTL
Acquires EPICCenter Technology from EasyRun II-88Tech Mahindra
Acquires Hutchison's Contact Center II-88Sykes Acquires Alpine
Access II-893CLogic Enters into Agreement with VA Associates
II-89Ameridial Introduces Inbound Call Center Channel for TMC
II-90Tikal Networks Introduces CenterMeter Contact Center on
DemandSolution II-91ATGStores Selects Avaya AuraTM Contact Center
of Avaya II-91Teleperformance Colombia Establishes Contact Center
II-91Microsoft Acquires Interest in 24/7 II-92NCO Group Merges with
APAC Customer Services II-92Sitel Sets Up Call Center in Manila
II-92Magma Group Partners with Respondez II-93Avaya Announces
Interoperability between CallNACK Applicationof NACR with Avaya
Collaboration Solutions II-93Avaya Establishes Novel Facility in
Guangdong Province II-93Gexel Telecom to Install Contact Center
Solution of Avaya toEnhance Customer Satisfaction II-94TalkTalk
Telecom Group Selects Wipro BPO as Strategic Partner II-94Convergys
Establishes High-tech Contact Center in Bogotá II-94Wipro BPO
Establishes Manjakkudi Rural BPO Center in Tamil Nadu II-95Sitel to
Establish Customer Care Call Center in Belgrade II-95Avaya Takes
Over Sipera II-95The Capita Group Takes Over Ventura
II-96ExlService Holdings Takes Over Outsource Partners
International II-96Salmat Inks Agreement with Avaya II-97Avaya
Takes Over Aurix II-97Cassidian Communications Signs Agreement with
Avaya II-988x8 Acquires Contactual II-98SM Land Opens a Call Center
in Mall of Asia Complex II-99Chatter Box to Acquire LCI Solutions'
Call Center II-99M5 Networks Acquires Callfinity II-99Enghouse Buys
CosmoCom II-99Maximus Inaugurates Customer Contact Center
II-100Nexxlinx Buys Microdyne Outsourcing II-100VA Unveils Call
Center for Women Veteran II-100BNP2TKI Rolls Out Halo TKI number
0800-1000 II-101Altitude Software Enters into Partnership with
Umanis II-101ADCB Unveils Al Ain call center II-101LiveOps Takes
Over Datasquirt II-102CallCopy Signs Reseller Agreement with
BusComm II-102Intelisys Chooses inContact for Contact Center
Software II-103Chatter Box Acquires Humsay I Global Services
II-103USAN Unveils Hosted Contact Center News Website II-103RRA
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 l'Emploi 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-126Acumen
Telecomunicaciones SA de CV (Mexico) II-126Alliance Data Systems, Inc. (US)
II-126Expert Global Solutions, Inc. (USA) II-126Aspect Software Inc.(USA) II-127ATOS S.A.
(France) II-127Avaya Inc. (US) II-127BT Communications
(Ireland) Limited (Ireland) II-128Capita Customer Management
Limited (UK) II-128Convergys Corp. (US) II-128Datamatics Global
Services Limited (India)
II-128Dimension Data Group Company (South
Africa) II-129Merchants Limited (UK) II-129Entel Call Center
(Chile) II-129EXL Service
Holdings, Inc. (US) II-130Genpact (India) II-130GTL Ltd. (India) II-130HCL BPO Services NI Ltd
(Ireland) II-130IBM Global Process
Services Pvt. Ltd (India)
II-131Plusoft Informatica Ltda (Brazil) II-131Quality Plus Callscan Australia
Pty Ltd. (Australia) II-131Sitel
(US) II-131Stream Global Services Inc. (US) II-132Sykes
Enterprises, Inc. (US) II-132Teleperformance SA (France) II-132TRG
Customer Solutions (US) II-132West Corporation (US) II-133Wipro
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
GeographicRegion - US, Canada,
Japan, Europe, Asia-Pacific (excludingJapan), Latin America and Rest of World Markets
IndependentlyAnalyzed with Annual Service Revenues in US$ Million
for Years2004 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): PercentageBreakdown of
Revenues by Leading Companies (includescorresponding 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 withAnnual
Service Revenues in US$ Million for Years 2004through 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 Marketwith
Annual Service Revenues in US$ Million for Years 2004through 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 Marketwith
Annual Service Revenues in US$ Million for Years 2004through 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 byGeographic
Region - France, Germany,
Italy, UK, Spain,Russia,
The Netherlands, Ireland, Sweden and Rest of EuropeMarkets with Annual
Service Revenues in US$ Million forYears 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-46A.Market Analysis III-46Current and Future
Analysis III-46A Leading West European Call Center Market
III-46Home Banking & Finance Sectors Drive Call Center Growth
III-46Table 20: French Call Centers Industry (2011):
PercentageBreakdown of Call Centers by Vertical Industry -
Telecom,Services, Finance/Banking/ Insurance, IT and
Others(includes corresponding Graph/Chart) III-47Key Players
III-47B.Market Analytics III-48Table 21: French Recent Past,
Current & Future Analysis forCall Centers Market with Annual
Service Revenues in US$Million for Years 2010 through 2018
(includes correspondingGraph/Chart) III-48
Table 22: French Historic Review for Call Centers Market
with Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-49
4b. GERMANY III-50A.Market
Analysis III-50Current and Future Analysis III-50German Call
Centers - An Introduction III-50Issues and Trends III-50Key Issues
III-50Stringent Labor Laws Restrict Rapid Growth
III-50Liberalization Opens Avenues for Overseas Players
III-51Stringent Regulatory Norms Set Up High Entry Barriers
III-51Market Trends III-51Increased Use of Mobile Phones Restrict
Web-Enabled Services III-51ACD Systems - Promising Potential for
Hardware Vendors III-52Market Drivers III-52Exceptionally High
Standards of Customer Service III-52Availability of Skilled and
Relatively Low cost Labor III-52Well-developed Infrastructure
Facilities III-52Strategic Corporate Development III-53B.Market
Analytics III-53Table 23: German Recent Past, Current & Future
Analysis forCall Centers Market with Annual Service Revenues in
US$Million for Years 2010 through 2018 (includes
correspondingGraph/Chart) III-53
Table 24: German Historic Review for Call Centers Market
with Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-54
4c. ITALY III-55A.Market
Analysis III-55Current and Future Analysis III-55B.Market Analytics
III-55Table 25: Italian Recent Past, Current & Future Analysis
forCall Centers Market with Annual Service Revenues in US$Million
for Years 2010 through 2018 (includes correspondingGraph/Chart)
III-55
Table 26: Italian Historic Review for Call Centers Market
with Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-56
4d. THE UNITED KINGDOM
III-57A.Market Analysis III-57Current and Future Analysis
III-57Largest and the Most Developed III-57Financial Services
Command More Share III-57Issues and Trends III-58UK Contact Center
Industry - Growth Despite Adversities III-58UK Companies Reverting
to Domestic Call Centers III-58Strategic Corporate Developments
III-58Key Players III-60B.Market Analytics III-61Table 27: UK
Recent Past, Current & Future Analysis for CallCenters Market
with Annual Service Revenues in US$ Millionfor Years 2010 through
2018 (includes correspondingGraph/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-63A.Market
Analysis III-63Current and Future Analysis III-63Market Drivers
III-63Multilingual Workforce III-63Government Initiatives
III-64B.Market Analytics III-64Table 29: Spanish Recent Past,
Current & Future Analysis forCall Centers Market with Annual
Service Revenues in US$Million for Years 2010 through 2018
(includes correspondingGraph/Chart) III-64
Table 30: Spanish Historic Review for Call Centers Market
with Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-65
4f. RUSSIA III-66A.Market
Analysis III-66Current and Future Analysis III-66Issues and Trends
III-66Leading Call Center Investors III-66Poor Telecom
Infrastructure Continues to Impede RapidMarket Growth
III-66Strategic Corporate Developments III-66B.Market Analytics
III-67Table 31: Russian Recent Past, Current & Future Analysis
forCall Centers Market with Annual Service Revenues in US$Million
for Years 2010 through 2018 (includes correspondingGraph/Chart)
III-67
Table 32: Russian Historic Review for Call Centers Market
with Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-68
4g. THE NETHERLANDS
III-69A.Market Analysis III-69Current and Future Analysis
III-69Netherlands- Mature Call Center Market III-69The "King of
Benelux" Call Center Market III-69Favorite Call Center Destination
for Pan-European Operations III-69Market Drivers III-70Multilingual
Workforce with a Diverse Cultural Background III-70Availability of
Formally Qualified Computer-Literate Labor III-70Relatively Low
Labor and Operational Costs III-71Hassle-free Legal &
Regulatory Framework III-71No Bar on B2C and B2B Telemarketing
Calls III-71Widespread Consumer Acceptance to Products/Services
viaCall Centers III-71B.Market Analytics III-72Table 33: The
Netherlands Recent Past, Current & FutureAnalysis for Call
Centers Market with Annual ServiceRevenues 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-74A.Market
Analysis III-74Current and Future Analysis III-74A Leading European
Call Center Market III-74Preferred Destination for US Players
III-74Large Educated Workforce Capable of Handling All
MajorEuropean Languages III-74Relatively Low Costs of Employment
III-75Government Initiatives III-75Issues & Trends III-75A
Maturing Market III-75Increased Competition from Asian Nations
III-75Key Players III-76B.Market Analytics III-77Table 35: Irish
Recent Past, Current & Future Analysis forCall Centers Market
with Annual Service Revenues in US$Million for Years 2010 through
2018 (includes correspondingGraph/Chart) III-77
Table 36: Irish Historic Review for Call Centers Market with
Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-78
4i. SWEDEN III-79A.Market
Analysis III-79Current and Future Analysis III-79Ranked Among
Evolving European Call Center Markets III-79Market Drivers
III-79Relatively Low Labor Cost III-79Availability of Educated and
Internet-Savvy Workforce III-80B.Market Analytics III-80Table 37:
Swedish Recent Past, Current & Future Analysis forCall Centers
Market with Annual Service Revenues in US$Million for Years 2010
through 2018 (includes correspondingGraph/Chart) III-80
Table 38: Swedish Historic Review for Call Centers Market
with Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-81
4j. REST OF EUROPE
III-82A.Market Analysis III-82Current and Future Analysis III
To order this report:Call_Center Industry: Global Call
Centers Industry
Nicolas Bombourg
Reportlinker
Email: nicolasbombourg@reportlinker.com
US: (805)652-2626
Intl: +1 805-652-2626
SOURCE Reportlinker