Call Centers

I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS

Study Reliability and Reporting Limitations

Disclaimers

Data interpretation & reporting level

Quantitative Techniques & Analytics

Product Definitions and Scope of Study

II. EXECUTIVE SUMMARY

1. Industry Overview

Down to the Basics - An Introduction

Global Call Centers Industry - Snapshots

2. Call Centers - An Outlook

Call Centers - The Coming of Age

Current and Future Analysis

Table 1: World Market for Call Centers (2000-2010): Geographic Regions Ranked by Growth - Asia-Pacific, Latin America, Canada, Japan, Europe, US and Rest of World (includes corresponding Graph/Chart)

3. Global Issues and Trends

Key Issues

Cost Reduction & Efficiency Enhancements - Formulae for Survival & Growth

Cost Reductions - The Road to Success

Efficiency Enhancements - Vital Component

Human Resources - Ranking Above Technology

General Industry Trends

From 'Call' Centers to 'Contact' Centers

Multiple Outsourced Call Centers - Order of the Day

From CRM to eRM - Multichannel Centers on the Rise

CEM - A New Strategy or an Added Jargon?

Transformation from Cost Centers to Profit Centers

Worldwide Call Center Capacity Spurt

Table 2:World Recent Past, Current and Future Analysis for Call Centers by Select Geographic Regions - US, Canada, EMEA (Europe, Middle East and Africa), Asia-Pacific (including Japan), and Latin America Markets Independently Analyzed for the Years 2003 through 2008 (includes corresponding Graph/Chart)

Outsourcing - Dominating Segment

Managing Multilingual Customers - CRM Comes to Aid

Complaints Handling - The Most Likely Outsourced Function

Employment Trends

Call Centers - The Fastest Growing Employer

Table 3: Number of Agents in Call Centers by Select Geographic Regions - US, Canada, EMEA (Europe, Middle East and Africa), Asia-Pacific (including Japan), and Latin America for the Years 2003 through 2008 (In Thousands) (includes corresponding Graph/Chart)

Table 4: Global Call Center Industry (2006): Employee Turnover Rate (in %) for India, Ireland, Israel, US, Brazil, UK and Poland (includes corresponding Graph/Chart)

Cost Minimization Drives Call Centers to Low Wage Cities

Product and Technology Trends

Key Technologies Driving Growth: VoIP and Open, Standards-Based Software

Transforming Call Centers Market - Need for Technological Adaptability

Evolving Database Technologies and Management Strategies

The Emergence of Call Center 2.0

Innovations to Drive Profit Margins

Benefits of Call Center 2.0

Technological Features of Call Center 2.0

IP Contact Centers and UC to Register Robust Growth

Customer Support & Sales Force Automation Dominate Software Applications

Table 5: World Call Centers Market (2006): Percentage Share Breakdown by Training Types -Soft Skills, Telephone Courtesy and Others (includes corresponding Graph/Chart)

Advent of Internet Technologies Revolutionizing Call Centers

VoIP - Fast Replacing Circuit-Switched Architectures

Integrated Services - Offering a Level Playing Field to Small-and Mid-Sized Players

Speech Recognition Technologies Transform Agent Training

Web Sites and Call Centers - United They Thrive

Multi-site Call Routing Solutions - Popular with Large Global Firms

Customer Routing Yet to Gain Significant Ground

Hosted or Networked Server-based Call Centers on the Rise

Virtual Hosted Call Center Market - High Potential in the Offing

Voice-Driven CRM and VoiceXML Enlarge Scope for Customer Interactions

Voice-Driven CRM

Voice XML

Help Desk and Call Center Companies Shift Solutions to Browser-based Architecture

Other Technology-Based Trends in Call Centers

Cost and Budgetary Trends

Telecommunication Costs Set for a Marginally Declining Trend

Operational Costs and Budgets Continue to Expand

Operational Services and Telecom Related Costs Corner Lion’s Share

End Use Vertical Industry Trends

Financial Services and Distribution - The Outsourcing Area of Choice

Banks Increasingly Perceive Call Center as a Sales and 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

Insurance Companies Lead in Call Center Technology Absorption

Global Trends In Offshore Call Center Location

Network Strategy - A Critical Component in selection of a New Destination

Global Outsourced Contact Center Market - An Overview

Table 6: Leading Players in the World Outsourced Contact Center Market (2006): Percentage Breakdown of Sales Revenues for Convergys, Sitel, Teleperformance, Teletech,, West, Sykes, ICT Group and Others (includes corresponding Graph/Chart)

North American IP Contact Center Market

Benefits of IP Centers

Obstacles for IP Deployment

4. Conceptual Overview

Functional Definition

Call Center Activities

Inbound Call Reception and Routing

Automated Inbound Call Routing

Advantages of Automated inbound call routing applications

Outbound Telemarketing Call

Call Handling Time

Table 7: Global Call Centers Industry (2006): Call Handling Time (in seconds) for India, US, Canada, Spain, UK and Brazil (includes corresponding Graph/Chart)

Complaints Handling

Customer Information Services / Help Desks

Debt Chasing

Field Service Support

Field service and support activity advantages include

Classification on the Basis of Ownership

In-House Centers

Outsourced Call Centers

Service Bureau

Classification on the basis of Operations

Inbound Call Centers

Outbound (Telemarketing) Centers

Nature of Services Offered

Consulting

Outsourcing

Training

Vendor Sales

Consultant 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

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

Advantages of employing IVR system include

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. Vertical End-Use Industries

Table 8: Worldwide Call Centers Market (2007E): Percentage Breakdown of Call Center Spending by Major Vertical Markets - Financial Services, Telecommunications, Manufacturing, Transport and Others (includes corresponding Graph/Chart)

Telecommunications

Financial Services (Inclusive of Banks and Insurance Firms)

Banks

Banks Transform Call Centers for Organic Growth

Methodologies for Effective Cross Selling

Insurance Firms

Hospitality

Transportation

Healthcare

Manufacturing

Retail and Distribution

Utilities

Outsourcing

Table 9: Worldwide Call Centers Market (2007): Percentage Share Breakdown of Call Center Types by Areas of Operation - Customer Service and Support, Telesales/ Telemarketing, Customer Support & Sales, Collections, Billing & Other Payment Issues and Others (includes corresponding Graph/Chart)

6. 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

7. 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

Evolution of the 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

8. Related Industry Discussion

Customer Experience Management

CEM - Leveraging Call Center Data with Decision Making

CEM as a Value Proposition

Proactive Problem Resolution

Delivering Marketing Feedback

Enhanced Sales Closures

Risk Management

Workforce Management

9. Call Center Consolidation - Whether, Why and How

Widely Dispersed Call Centers - A Rationale

Motivators for Call center Consolidation

Costs of Scale

A Review of Consolidation Activity

Worldwide Call Centers Market: List of Major Acquisitions (2003-2007)

10. Pertinent Regulatory Issues

Legal and Regulatory Framework

Predictive Dialing

Tring

The Preface to the Showdown

Privacy Legislations

Federal Laws prohibits Sale of Consumer Health Data

Cell Phone Legislations Zap Outbound Calls?

11. 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

12. New Product/Service Introductions

Glowpoint to Launch its Contact Center Solution

Avaya to Introduce New Communications Solutions

Avaya Launches New CEBP Solution

Convergys Launches Infinys Series 3

Avaya Launches Customer Interaction Express for Midsize Businesses

Aepona Launches Call Centre Control, C3

CCDS Launches Centcom

Convergys Rolls Out the Advanced Version of Infinys™

Amadeus Unveils New Dynamic Desktop

Sprint Unveils Contact Center Solution

Avaya Introduces New Avaya Interaction Center 7.1

Brasil Telecom Launches Call Center Solution

Transera Introduces a New Call Centre Solution in India

Altura Launches IntelliCenter 7.0 Call Center

Transera™ Communications Introduces Seratel™, Call Center Management Software

Microsoft Corp. Releases Microsoft® Customer Care Framework

Toshiba Launches Informal Contact Center Solution

Genesys Introduces IP-Enabled GVP to Serve Enterprise

Envox Launches Envox CT ADE 8.4

Symon Unveils Symon Digital Appliance™ (SDA-500) for Video Networks

Telisma, VoiceGenie Technologies and Open Communications Introduce teliSpeech for the European Markets

Chevin Launches New Network Management Tool

Avaya Inc. Launches Contact Center Express

Adeptra Introduces Auto-resolution Services For Collections

Adeptra Introduces Auto-resolution Services For Collections

Avaya Inc. Introduces Avaya Contact Center Express

SER Solutions Launches CPS Enterprise Edition (CPS E2™

SoundBite Communications Introduces SoundBite 5.0 for Financial Services

Avaya Rolls Out Real-Time Management Solution

13. Recent Industry Activity

Convergys Signs Contract to Provide Billing Managed Services

Convergys to Launch New Contact Centers in Kansas and North Carolina

CrysTelCall Launches Contact Center in Jordan

Elisa Corporation to Take Over First Orange

Verint Acquires Mercom

Amacore and Optimus Sign a Strategic Agreement

Convergys Signs HR Services Contract with Johnson & Johnson

Blackstone Group to Acquire Alliance Data Systems

IBM to Open a New Facility in Indiana

Federal Government to Open a New Centrelink Call Center

Cordia to Launch a New Contact Center Facility in Cebu

ACS Bags Contract for Call Center in Texas

LivePerson Enters Partnership with 24/7 Customer

Black Box Opens Call Center for Technical Support in Tennessee

PFSweb Expands Customer Service Operations in Asia

IRT Completes Acquisition of CCC Interactive

Aegis BPO Acquires Majority Stake in Global Vantedge

Alere Medical Opens New Call Center in Ohio

PacificNet Enters into a Joint Venture with BellSystem24

Espire, Success and MasterPiece Launch India's First Japanese Call Center

American Airlines Shifts Asia-Pacific Call Center to India

Excelior Takes Over Call Center Business of AAPT

OneCall Solutions Acquires e-Centric

Stream Acquires Supra Telecom Contact Center

HTMT Acquires Immaculate Interactions

TMWA Renews Service Contract with Alliance Data

ADC Secures Multi Year Service Contract from Pinellas County Utilities

Atos Worldline Bags Contract from French MGP

Axiom Systems and Atos Origin Extend Alliance

Teleperformance to Take Over SFR Contact Centers

ClientLogic Merges with SITEL

APAC Bags Contract from Expedia® Corporate Travel

CMP Media Takes Over Customer Contact Center Standard

Convergys Acquires AOL Contact Center

Maybank Launches Largest Malaysian Bank Call Center

eMoney Expands Call Center Operations in the US

DaimlerChrysler Expands Operations at Spanish Americas Contact Center

TelstraClear Launches New Call Center

Atos Worldline Enters into Contract with Lyonnaise

Canadian Solutions and Bacolod Businessmen Open Call Center

CCC to Set Up New Contact Center at Leipzig

Transcom Establishes New CRM Services Contact Center at Dresden

Ntl Telewest Signs a License Agreement for Convergys

The Minneapolis Star Tribune Signs Multiple-Year Contract with APAC

Bank of America Unveils a New Call Center in New Wichita

Atos Origin Restructures Société Générale’s Employee Savings’ Call Center Services

Accor Commences Chinese Call Center in Guangzhou

RCN Renews Contract with Convergys

Midcontinent Communications Extends Contract with Convergys

IBM Korea Signs Contract with Hanaro Telecom

Entrust Federal Credit Enters into Agreement with PSCU Financial Services

Telegraaf Media Enters into Agreement with Atos Origin

GECAD ePayment Merges With GECAD Cvantage

CMP Technology Acquires CCCS

Convergys Enters into a Service Contract with Saudi Telecom

Computer Generated Solutions Takes Over EasyCall

West Corp Takes Over InPulse Response

Answernet Acquires Outsourcing Services Provider, Unicall International

Raya Acquires a Majority Stake in Egyptian Call Center

CapTel® Establishes Call Center in Milwaukee

Telstra Establishes Call Center in Australia

Five9 and Smart Communications Sign Agreement to Open Call Centers

Alliance Data and WPS Resources Sign Agreement for Customer Care Solutions

Sabio Bags Contract from Leeds City Council

OneLink Divests Call Center Inc

DIRECTV Forms New Technical Call Center

Alliance Data and Green Mountain Sign Agreement

Lockheed Martin Bags US$120 Million Contract

SR.Teleperformance Launches New Unit in Japan

24/7 Customer and Aviva Open New Call Center in Chennai

SR.Teleperformance Establishes Operations in Chile

Teleperformance Acquires Stake in Photel

Teleperformance Acquires Direct Star

Teleperformance Acquires Majority Stake in SCMG

APAC Inaugurates Second Customer Services Center in Philippines

CallTech and Teleperformance USA Merge

Touchstone Acquires Call Central

HCL Completes Apollo Contact Centre Acquisition

TuVox Acquires NetByTel

24/7 Customer Fortifies Association with Aviva

PacificNet Epro Completes the Acquisition of 70% Stake in JunFeng

First Choice Power Enters into Agreement with Alliance Data

Stream Establishes Contact Center at Saint John, New Brunswick

Stream Establishes New Contact Center at Szczecin, Poland

Bharti Tele Inks Rs.1, 000 Crore Deal with Four BPO Companies

IBM Daksh Launches Three BPO Facilities

Aspect Communications and Concerto Software Merge to Form Aspect Software

SR.Teleperformance Acquires Techmar

ExlService Secures British Gas BPO Operations Contract

India Based Mphasis Acquires Eldorado Computing Inc

MphasiS Acquires Princeton Consulting

vCustomer Corp. Acquires MCI’s Call Centers

PacificNet Epro Takes Over Guangzhou JunFeng Call Center in China

Avaya Inc. Acquires RouteScience Technologies Inc

HCL Technologies Acquires AnswerCall Direct Ltd in Ireland

College Partnership Inc Acquires Waldrop Enterprises Inc

Oracle and Convergys Offer Services to Genesis Communications

Wicom Communications Signs Up Infonet Services Corporation to Expand Hosted IP-Contact

Convergys Corporation Wins Contract from Optus

Convergys Corporation Opens Campus in India

Convergys Corporation Signs Agreement with Advanced Info Services

Merrill Lynch Signs Agreement with Avaya Inc

Envision Implements its Envision™ Performance Suite in all Contact Centers of Circles

Eagle ACD Makes a Foray into the UK Market with No Cost Hosted Call Center Services

14. Focus on Select Global Players

24/7Customer (India)

Acumen Telecomunicaciones (Mexico)

Alliance Data Systems, Inc. (US)

APAC Customer Services, Inc. (US)

ATOS Origin, S.A. (France)

Avaya Inc (US)

British Telecom Northern Ireland (Ireland)

Convergys Corp (US)

Datamatics Technologies Ltd (India)

Entel Call Center (Chile)

EXL Service Holdings, Inc. (US)

Genpact (India)

GTL Ltd (India)

IBM Daksh Business Process Services Pvt. Ltd (India)

Inkfish Call Centers Limited (UK)

Merchants Limited (UK)

Plusoft Informatica (Brazil)

Quality Plus Callscan Australia Pty Ltd. (Australia)

Sitel (US)

Stream International, Inc. (US)

Sykes Enterprises, Inc. (US)

Teleperformance (France)

Touchbase (UK)

TRG Customer Solutions (US)

Ventura (UK)

West Corporation (US)

Wipro Technologies (India)

15. Global Market Perspective

Table 10: 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 the World Markets Independently Analyzed with Annual Service Revenues in US$ Million for Years 2000 through 2010 (includes corresponding Graph/Chart)

Table 11: World Long Term Projections for Call Centers by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of the World Markets Independently Analyzed with Annual Service Revenues in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)

Table 12: 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 the World Markets for Years 2000, 2007 & 2010 (includes corresponding Graph/Chart)

III. MARKET

1. The United States

A. Market Analysis

Overview

General Introduction

MNCs Chant the Outsourcing Mantra for Global Expansion

Outsourcing by Sectors

Financial Services

Transportation Sector

Distribution Sector

Telecommunication Sector

Insurance and Utilities

Current and Future Analysis

Key Issues

Cost Reduction Continues to Dictate Outsourcing Decisions

Proximity to Headquarters - Prime Consideration for Site Selection

Industry Trends

Call Centers - Getting Bigger and More Sophisticated

Numbers Continue to Fall

Table 13:Number of Call Centers in the US Market over the Years 2003 through 2008 (includes corresponding Graph/Chart)

Table 14: Number of Call Center Agents in the US over the Years 2003 through 2008 (In Thousands) (includes corresponding Graph/Chart)

Table 15: North American Call Centers Industry (2006-2008): Percentage Breakdown of Agents by In-House and Outsourced Positions (includes corresponding Graph/Chart)

Web-Enabled Call Centers Set to Outpace Conventional Ones

Call Centers - A Major Employer

Workforce Turnover - On the Higher Side?

Outsourcing Adversely Affects US Call Center Jobs

Companies Emphasize on Quality of Customer Service

Vertical Market Trends

Financial Services, Banks and Insurance Remain Leading Investors

Table 16: US Contact Centers Industry (2006): Percentage Breakdown of Call Centers by Vertical Industry for Retail and Distribution, Finance, Manufacturing, Services, Telecom, Public Services, IT, Outsourcing and Telemarketing and Others (includes corresponding Graph/Chart)

Call Center Software Market in the US

Table 17: Contact Center Software Market in the US (2007E): Percentage Breakdown of Revenues by Application for IVR Market, ACD Market, Quality/Recording, Outbound/Predictive Dialing, CTI Market and Workforce Management (includes corresponding Graph/Chart)

Table 18: Leading Players in the US CRM Software Market (2006): Percentage Share Breakdown of Revenues for SAP, Siebel, Amdocs, Oracle, Dendrite and Others (includes corresponding Graph/Chart)

Table 19: Americas CRM Software Market (2005): Leading Vendors by Vertical Industry for Financial Services, Manufacturing, Communications & Media, Retail/Wholesale, Government, Utilities and Healthcare (in Revenue Terms)

US Dominates Call Center Software Usage

US-based Vendors Dominate Global Call Center Software Market

Superior functionality is the New Customer Mantra for Software

IVR Set to Make Deeper Inroads into the Call Center Market

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?

Legal and Regulatory Framework

Insurance Call Centers in California to Employ Licensed Agents

DNC Registery

Federal Laws prohibits Sale of Consumer Health Data

Key Players

Alliance Data Systems, Inc

APAC Customer Services, Inc

Aspect Software Inc

Avaya Inc

Convergys Corp

Epicor Software Corporation

EXL Service Holdings, Inc

Sitel

Stream International, Inc

Sykes Enterprises, Inc

TRG Customer Solutions

West Corporation

New Product/Service Introductions

Strategic Corporate Developments

B. Market Analytics

Table 20: US Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010. (includes corresponding Graph/Chart)

Table 21: US Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

2. Canada

A. Market Analysis

Current and Future Analysis

Table 22: Number of Call Centers in Canada over the Years 2003 through 2008 (includes corresponding Graph/Chart)

Favorable Exchange Rate Encourages Outsourcing Operations

Table 23: Number of Call Center Agents in Canada over the Years 2003 through 2008 (In Thousands) (includes corresponding Graph/Chart)

Table 24: Canadian Call Center Industry (2006-2008): Percentage Breakdown of Outsourced Agent Positions by Domestic and Offshore Locations (includes corresponding Graph/Chart)

Availability of Large English-Speaking and Multilingual Talent Pools

Issues and Trends

Unsolicited Telemarketing - Canada Fights Back

Call Centers into Less Populous Towns

Strategic Corporate Developments

B. Market Analytics

Table 25: Canadian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)

Table 26: Canadian Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

3. Japan

A. Market Analysis

Current and Future Analysis

Strategic Corporate Developments

B. Market Analytics

Table 27: Japanese Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)

Table 28: Japanese Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

4. Europe

A. Market Analysis

Current and Future Analysis

Table 29: European Market for Call Centers (2000-2010): Geographic Regions Ranked by Growth - France, Rest of Europe, Germany, Spain, Italy, Sweden, Russia, The Netherlands, UK and Ireland (Based on Service Revenues) (includes corresponding Graph/Chart)

Issues and Trends

Finance Industry Seeks Call Center Services

An Important Hub

Highly Fragmented Market

EU Call Center Revenues - A Four Nation Show?

Table 30: European Call Center Services (2007 & 2010): Annual Service Revenues (in US$ Million) for France, Germany, United Kingdom and The Netherlands (includes corresponding Graph/Chart)

Locational Parameters - Important Trends

Priority Requirements

High-Profile Locations

Ireland, the Netherlands and the UK

The Downside of the Success Story

Alternate Regional Destinations

Sub-regional Concept Rules Supreme

Market Drivers

Educated and Multilingual Workforce - An Advantage

CRM Technologi1ies Herald Evolution of Multimedia Contact Centers

Rise in Internet and e-Commerce Spells Growth for Web-based Call Centers

Market Trends

Growth Moves to Small & Suburban Towns

Call centers Grow Techno-centric

Competition - Having it the Customer’s way

Outsourced Call Center Agent Positions on the Rise

Internet-Call Center Integration Takes Wings in Europe

Multimedia Contact Centers Spring up in Unexploited Markets

Technology Trends

Voice over IP - Preferred Medium in Web-based Call Centers

Speech Recognition Technologies - Hold Promising Potential

CTI - The New Buzz Word on the Rounds

Vertical Industry Highlights

Leading Call Center Revenue Earners

Banks and Insurance Step up the Gas on Call Center Usage

Banks

Insurance Companies

Growth in Call Center Seats - A Historic View

Table 31: European Call Center Market: Growth in European Call Center Seats by Country (2000 Vs 2005) for- CTI Seats, Web Seats and Virtual Seats (Number of Seats in ‘000)

B. Market Analytics

Table 32: 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 Independently Analyzed with Annual Service Revenues in US$ million for Years 2000 through 2010 (includes corresponding Graph/Chart)

Table 33: European Long Term Projections 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 Service Revenues in US$ million for Years 2011 through 2015 (includes corresponding Graph/Chart)

Table 34: European 11-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 2000, 2007 & 2010 (includes corresponding Graph/Chart)

4a. France

A. Market Analysis

Current and Future Analysis

A Leading West European Call Center Market

Home Banking & Finance Sectors Drive Call Center Growth

Table 35: French Call Centers Industry (2006): Percentage Breakdown of Industry Operations by Sector for Telecom, Services, Finance/Banking, Mass Distribution/Mail-Order, Insurance, IT and Others (includes corresponding Graph/Chart)

Leading Players

Other Regional Players

ATOS Origin S.A. (France)

Teleperformance

Strategic Corporate Developments

B. Market Analytics

Table 36: French Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)

Table 37: French Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

4b. Germany

A. Market Analysis

Current and Future Analysis

German Call Centers - An Introduction

Table 38: German Call Centers Market (2006E): Percentage Breakdown of Number of Companies by Sales Revenues (includes corresponding Graph/Chart)

Issues and Trends

Key Issues

Stringent Labor Laws Restrict Rapid Growth

Liberalization Opens Avenues for Overseas Players

Stringent Regulatory Norms Set Up High Entry Barriers

Market Trends

Increased use of Mobile Phones Restrict Web- Enabled Services

ACD Systems - Promising Potential for Hardware Vendors

Market Drivers

Exceptionally High Standards of Customer Service

Availability of Skilled and Relatively Low cost Labor

Well-developed Infrastructure Facilities

Leading Players

Strategic Corporate Developments

B. Market Analytics

Table 39: German Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)

Table 40: German Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

4c. Italy

A. Market Analysis

Current and Future Analysis

Leading Players

B. Market Analytics

Table 41: Italian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding graph/Chart)

Table 42: Italian Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

4d. The United Kingdom

A. Market Analysis

Current and Future Analysis

Largest and the Most Developed

Financial Services Command More Share

Issues and Trends

UK Contact Center Industry - Growth Despite Adversities

UK Companies Reverting to Domestic Call Centers

Market Players

Strategic Corporate Developments

B. Market Analytics

Table 43: UK Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)

Table 44: UK Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

4e. Spain

A. Market Analysis

Current and Future Analysis

Market Drivers

Multilingual Workforce

Government Initiatives

Leading Players

B. Market Analytics

Table 45: Spanish Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)

Table 46: Spanish Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

4f. Russia

A. Market Analysis

Overview - A Long Way to Go

Current and Future Analysis

Outlook-Not So Bleak After All

Issues and Trends

Leading Call Center Investors

Poor Telecom Infrastructure Continues to Impede Rapid Market Growth

Leading Players

Strategic Corporate Developments

B. Market Analytics

Table 47: Russian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)

Table 48: Russian Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

4g. The Netherlands

A. Market Analysis

Current and Future Analysis

Netherlands- 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 Formally 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

Leading Players

B. Market Analytics

Table 49: The Netherlands Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)

Table 50: The Netherlands Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

4h. Ireland

A. Market Analysis

Current and Future Analysis

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

Issues & Trends

A Maturing Market

Increased Competition from Asian Nations

Leading Players

British Telecom Northern Ireland

HCL BPO Services NI Ltd

Strategic Corporate Developments

B. Market Analytics

Table 51: Irish Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)

Table 52: Irish Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

4i. Sweden

A. Market Analysis

Current and Future Analysis

Ranked Among Evolving European Call Center Markets

Market Drivers

Relatively Low Labor Cost

Availability of Educated and Internet-Savvy Workforce

Leading Players

B. Market Analytics

Table 53: Swedish Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)

Table 54: Swedish Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

4j. Rest of Europe

A. Market Analysis

Current and Future Analysis

Major Regional Markets

Belgium

Regulatory Environment

Denmark

Norway

Central and Eastern Markets

Hungary

Austria

Finland

Poland

Czech Republic

Strategic Corporate Developments

B. Market Analytics

Table 55: Rest of Europe Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)

Table 56: Rest of Europe Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

5. Asia-Pacific

A. Market Analysis

Current and Future Analysis

The New Worldwide Call Center Hub

Contact Centers in Asia - An Introduction

Table 57: Asian Call Centers Industry (2006): Average Employee Tenure (in Months) for Singapore, Korea, China, Philippines and India (includes corresponding Graph/Chart)

Table 58: Asian Contact Centers Industry (2007E): Percentage Breakdown of Call Centers by Activity for Customer Service Centers, Outbound Sales, Technical Support, Inbound Sales and Others (includes corresponding Graph/Chart)

Call Centers Constitute Sizeable Employment Option

Table 59: Number of Call Centers in Asia-Pacific (Incl. Japan) over the Years 2003 through 2008 (includes corresponding Graph/Chart)

Table 60: Number of Call Center Agents in Asia-Pacific (Incl. Japan) over the Years 2003 through 2008 (in thousands) (includes corresponding Graph/Chart)

Table 61: Asian Call Centers Market (2007E): Number of Call Center Seats for India, China, Philippines, Malaysia, Thailand and Singapore (includes corresponding Graph/Chart)

Regional Disparity in Growth

China

India

Philippines

Australia

Table 62: Asia-Pacific Market for Call Centers (2000-2010): Geographic Regions Ranked by Growth - Philippines, China, India, Singapore, Australia and Rest of Asia-Pacific (Based on Service Revenues) (includes corresponding Graph/Chart)

Low Labor and Operational Costs Remain Trump Cards

Does Intense Competition Imply Unparalleled Customer Service?

Changing Scenario in Asian Contact Center Industry

Human Resources - Most Challenging Aspect

Table 63: Asian Call Center Industry (2007): Average Annual Pay (in US$) of Contact Center Agent in Singapore, Malaysia, Thailand, Philippines, India and China (includes corresponding Graph/Chart)

Table 64: Asian Contact Center Industry (2007): Percentage Breakdown of Expenditure on Labor, Technology, Telecommunications and Others (includes corresponding Graph/Chart)

Transforming Technologies

Issues and Trends

Poor Telecom Infrastructure Hinders Rapid Growth

Internet-Call Center Integration Picks Up Momentum

Leading Players

B. Market Analytics

Table 65: 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 Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)

Table 66: Asia-Pacific Long Term Projections for Call Centers by Geographic Region -Australia, China, India, Philippines, Singapore, and Rest of Asia-Pacific Markets Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

Table 67: Asia-Pacific 11-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 2000, 2007, and 2010 (includes corresponding Graph/Chart)

5a. Australia

A. Market Analysis

Overview

Current and Future Analysis

Well-Educated High Caliber Workforce

Ideal location for 24/7 Call Center Services

Outsourced Call Center Industry

Table 68: Market Share of Leading Players in Australian Outsourced Call Center Industry by Number of Seats (2006) - SLM/SalesForce, Teletech, Stellar, UCMS, Datacom, Customcall, and Others (includes corresponding Graph/Chart)

Outlook

Issues and Trends

High Workforce Turnover

Call Centers Re-establish Focus on Inbound Customer Service

Leading Players

Quality Plus Callscan Australia Pty Ltd

Strategic Corporate Developments

B. Market Analytics

Table 69: Australian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)

Table 70: Australian Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

5b. China

A. Market Analysis

Overview

Current and Future Analysis

Deregulation Triggers Rapid Progress

Focus on Low-Cost Call Center Solutions

Strategic Corporate Developments

B. Market Analytics

Table 71: Chinese Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)

Table 72: Chinese Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

5c. India

A. Market Analysis

Overview

Current and Future Analysis

Emergence of Indian BPOs - A Peek into History

Consolidation Paves the way

Major Consolidation Deals in the Indian Call Center Landscape (2004 & 2005)

Outsourcing Drives Growth in Call Center Market

Table 73: Indian Call Centers Industry (2006-2008): Percentage Breakdown of Outsourced Agent Positions by Domestic and Offshore Locations (includes corresponding Graph/Chart)

Table 74: Indian Call Centers Market (2007 E): Percentage Share Breakdown of Agent Positions by Vertical Markets - Outsourcing, Financial Services, Communications, Technology, Manufacturing, Logistics and Retail (includes corresponding Graph/Chart)

Trends and Issues

The National Do-Not-Call Registry

Government Relaxes Legislation

Phone Calls Projected to Decline

Table 75: Indian Call Centers Industry (2006E): Percentage Breakdown of Enquiries by Communication Mode for Telephone, Email and SMS (includes corresponding Graph/Chart)

Market Drivers

Large Educated English-Speaking Work Pool

Availability of Technical-savvy Labor

Relatively Low Labor and Operational Costs

Table 76: Call Center Services in India: Annual Cost Savings (2003) - India Vs US (includes corresponding Graph/Chart)

Specialization - Leading to Differentiation

Change - The Only Constant that Drives Growth

A Leading Market for IT-Enabled Services Outsourcing

Advantageous Time Zone for 24/7 Operations

Call Center Jobs Held in High Esteem

Government Initiatives

Key Issues

Unreliable Telecom Infrastructure

Bandwidth - Dampen Customer Connectivity

Agent Training to Neutralize Indiscernible Accents

Lack of Seasoned Management with Adequate Call Center Experience

Other Issues

Small Call Centers - Where the Action Is!

UK’s Blatant Opposition to Indian Outsourcing

Competitive Scenario

The Mood is Infectious Indian Majors Join the Bandwagon

24/7Customer

IBM Daksh Business Process Services Pvt. Ltd

Datamatics Technologies Ltd

GTL Ltd

Genpact

Wipro Technologies

Top 15 3rd-party ITeS-BPO Companies in India (2004-2007): Ranked by Revenues

Strategic Corporate Developments

B. Market Analytics

Table 77: Indian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)

Table 78: Indian Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

5d. Philippines

A. Market Analysis

Current and Future Analysis

BPO - A New Avenue for Filipinos

Favorable Factors for Philippines Contact Centers Market

A Fast Moving Call Center Market

Table 79: The Philippines Call Center Industry (2006-2008): Percentage Breakdown of Outsourced Agent Positions by Domestic and Offshore Locations (includes corresponding Graph/Chart)

Table 80: Philippines Call Center Market (2001-2007): Breakup by Number of Seats (includes corresponding Graph/Chart)

Low Labor Costs Attract Overseas Players

Call Centers Support Other Sectors

Companies Scour Non-Urban Locations for Call Centers

Table 81: Call Centers in the Philippines (2006): Percentage Breakdown of Number of Call Centers by Region for Metro Manila, Cebu, Iloilom Clark Ecozone and Others (includes corresponding Graph/Chart)

Issues and Trends

Human Resource - A Barrier for Philippines Outsourcing Industry

Leading Players

Strategic Corporate Developments

B. Market Analytics

Table 82: Philippines Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)

Table 83: Philippines Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

5e. Singapore

A. Market Analysis

Current and Future Analysis

B. Market Analytics

Table 84: Singapore Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)

Table 85: Singapore Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

5f. Rest of Asia-Pacific

A. Market Analysis

Overview and Analysis

Current and Future Analysis

Key Markets

Malaysia

Pakistan - A Potential Market

Strategic Corporate Developments

B. Market Analytics

Table 86: Rest of Asia-Pacific Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)

Table 87: Rest of Asia-Pacific Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

6. Latin America

A. Market Analysis

Current and Future Analysis

Table 88: Latin American Market for Call Centers (2000-2010): Geographic Regions Ranked by Growth - Brazil, Mexico and Rest of Latin America (Based on Service Revenues) (includes corresponding Graph/Chart)

A Growing Call Center Market

Table 89: Number of Call Center Agents in Latin America over the Years 2003 through 2008 (In Thousands) (includes corresponding Graph/Chart)

Table 90: Latin American Call Centers Industry (2006 & 2007): Percentage Breakdown of Agent Positions by Country for Brazil, Mexico, Argentina and Others (includes corresponding Graph/Chart)

Intense Competition to Win Customers Driving Call Center Growth

Emerging Regions

Table 91: Latin American Call Centers Industry (2006 & 2007): Percentage Breakdown of Call Center Numbers by Country for Brazil, Mexico, Argentina and Others (includes corresponding Graph/Chart)

Select Player Review

B. Market Analytics

Table 92: Latin American Recent Past, Current & Future Analysis for Call Centers by Geographic Regions- Brazil, Mexico and Rest of Latin American Markets Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)

Table 93: Latin American Long Term Projections for Call Centers by Geographic Regions- Brazil, Mexico and Rest of Latin American Markets Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

Table 94: Latin American 11-Year Perspective for Call Centers by Geographic Region - Percentage Breakdown of Service Revenues for Brazil, Mexico and Rest of Latin American Markets for Years 2000, 2007 & 2010 (includes corresponding Graph/Chart)

6a. Brazil

A. Market Analysis

Current and Future Analysis

Leading Call Center Market in Latin America

Changing Structure of Contact Center Industry

Competition

Table 95: Brazilian Outsourced Call Center Industry (2005): Percentage Breakdown of Leading Call Centers by Revenue for Telefonica/Atento, Telemar/Contax, CSU, ACS, Telefutura, Softway and Others (includes corresponding Graph/Chart)

Table 96: Brazilian Outsourced Call Center Industry (2005): Percentage Breakdown of Client Sector by Revenues for Financial, Service, Industrial, Technology, Telecom, Government and Others (includes corresponding Graph/Chart)

New Product/Service Introductions

B. Market Analytics

Table 97: Brazilian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)

Table 98: Brazilian Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

6b. Mexico

A. Market Analysis

Current and Future Analysis

An Emerging Call Center Hub

Call Center Infrastructure

Regional Distribution of Call Centers

Table 99: Regional Distribution of Call Centers in Mexico (2006): Percentage Breakdown by Mexico City, Monterrey, Guadalajara, Tijuana and Others (includes corresponding Graph/Chart)

Table 100: Mexican Call Center Industry (2006-2008): Percentage Breakdown of Outsourced Agent Positions by Domestic and Offshore Locations (includes corresponding Graph/Chart)

Labor Issues

Major Players

Table 101: Mexican Market for Call Center Outsourcing Services (2004E): Percentage Share Breakdown by Major Suppliers- Televista (Grupo Carso, Mexico), Teletech (Teletech Holding Inc., USA), Atento (Teleservicios, Spain), Sitel (Sitel Corp. USA) Teleperformance (SR. Teleperformance Group, France), and Others (includes corresponding Graph/Chart)

Strategic Corporate Developments

B. Market Analytics

Table 102: Mexican Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)

Table 103: Mexican Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

6c. Rest of Latin America

A. Market Analysis

Overview and Outlook

Current and Future Analysis

Argentinean Contact Centers Industry - Highlights

Call Centers Market in Chile

Strategic Corporate Developments

B. Market Analytics

Table 104: Rest of Latin America Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)

Table 105: Rest of Latin American Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

7. Rest of World

A. Market Analysis

Current and Future Analysis

Caribbean - Emerging as a Major Call Center Destination

Multilingual Skills and Low Employment Costs Attract Global Players

Jamaica - Preferred Call Center Outsourcing Destination

South Africa

Table 106: Number of Call Centers in South Africa (2006-2008) (includes corresponding Graph/Chart)

Table 107: South African Call Centers Industry (2006): Percentage Breakdown of Call Center Sites by Vertical Sector for Financial Services, Telecom, IT, Retail, Healthcare, Hospitality & Leisure, Utilities, Outsourcing and Others (includes corresponding Graph/Chart)

Western Cape Emerging as the Preferred Hub

Table 108: South African Call Centers Industry (2006): Percentage Breakdown of Call Center Sites by Province for Greater Johannesburg, Cape Town, Greater Durban, Pretoria and Others (includes corresponding Graph/Chart)

Strategic Corporate Developments

B. Market Analytics

Table 109: Rest of World Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 20104 (includes corresponding Graph/Chart)

Table 110: Rest of World Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

IV. COMPETITIVE LANDSCAPE

Total Companies Profiled: 241 (including Divisions/Subsidiaries - 267)

Canada 3

Japan 4

Europe 53

France 19

Germany 3

The United Kingdom 17

Spain 1

Rest of Europe 13

Asia-Pacific (Excluding Japan) 47

Latin America 6

Middle East 5