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Opportunities in North American Call Center Markets to 2005Product Type: Market Research ReportPublished by: Datamonitor Published: May 2001 Product Code: R313-0074 Description Datamonitor's report Opportunities in North American Call Center Markets, provides information on call centers to the year 2005. This information is segmented in both vertical markets and geographical area. The first portion of the report analyzes the United States call center market by dividing it into 17 different vertical markets, including insurance, government, healthcare, telecommunications and technology. An overview of each market is presented, and then implications for the call center market are explained. Agent positions by vertical market, as well as segmentation of these agent positions, are givenTable of Contents EXECUTIVE SUMMARY Introduction REPORT CATALYST Specific Purpose and Goal of Report Report Structure Terms Defined Other Information MARKETPLACE Evolution of the Call Center Key Market Drivers for North American Call Centers Demand for Call Centers Demand for Greater Efficiencies Conclusion North American Trends in Outsourcing Advantages of Outsourcing Disadvantages of Outsourcing Site Location Strategies Labor Issues Skill Level Accents and Languages Real-Estate Telecommunication Infrastructure Time Zones, Multiple Locations, and Accessibility Tax Incentives Final Thoughts On-Site Location Strategies OPPORTUNITIES Overview of the North American Call Center Market Vertical Analysis of Revenues, 2000 UNITED STATES CALL CENTER MARKET The United States Call Center Market United States Call Centers United States Agent Positions Vertical Market Analysis of United States Call Centers Analysis of Individual Vertical Markets United States Regional Analysis Revenue Analysis and Segmentation of Values Regional Analysis of Agent Positions Overview of the Different US Regions United States Site Location Analysis Unemployment and Labor Issues Skill Level Agent Salary Real-Estate Costs Languages and Accents Telecommunication Infrastructure Outsourcers Regional Analysis CANADIAN CALL CENTER MARKET Canadian Call Center Market Market Overview Call Centers and Agent Positions in the Canadian Market Canadian Site Location Strategies IMPLICATIONS North American Call Centers and Agent Positions Canada Growing Gaster than the US US Shift to Smaller Call Centers Vertical Market Values in Canada and the United States Have Shifted Shift in the Top Three Vertical Markets for Canada and the US Different Vertical Markets Provide Vendors with a Wide Range in Values Hardware Declines and Top Vendors Occupy More of the Market Revenue Shift: Hardware Losing Ground to Software and Services Revenue Shift: Top Vendors Taking More of the Market Large Call Centers Provide More Revenue Per Call Center Go West in Canada, American Call Centers Seek the South and Midwest Agent Positions Growth in Outsourcing Tops the Chart OPINION Hardware Vendors Software Vendors Software ACD Vendors COMPETITIVE LANDSCAPE HARDWARE VENDORS Rockwell Nortel Networks Ericsson Avaya Aspect Communications SOFTWARE VENDORS Pegasystems Genesys Labs Applix Primus Knowledge Solutions CELLIT (c) Datamonitor 2000. All Rights Reserved. |
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