Emerging Contact Center Outsourcing Markets (Databook): Industry Report

Emerging Contact Center Outsourcing Markets (Databook)

Product Type: Market Research Report
Published by: Datamonitor
Published: August 2006
Product Code: R313-17388

Description

Introduction

Statistical and graphic description of emerging contact center outsourcing locations.

Scope

Contact center outsourcing statistics and graphical representation for Central & Eastern Europe
Contact center outsourcing statistics and graphical representation for North Africa and South Africa
Contact center outsourcing statistics and graphical representation for Latin America
Contact center outsourcing statistics and graphical representation for emerging Asian markets

Highlights

Datamonitor forecasts shifts in the growth patterns of emerging contact center markets, as the global industry matures.

These trends are highlighted in both graphs and statistics to provide the buyer with optimal understanding of the changes emerging markets are enduring.

Demand statistics provide the reader with a clear idea of what countries are seeking contact center services from emerging markets both currently and long-term.

Reasons to Purchase

Understand the size of emerging contact center markets.
Learn about the vertical evolution of emerging contact center markets.
Find out about changing size-bands in across emerging markets.

Table of Contents

CHAPTER 1 INTRODUCTION: What is this report about?; Catalyst; Methodology; Definitions
CHAPTER 2 MOROCCO
CHAPTER 3 TUNISIA
CHAPTER 4 SOUTH AFRICA
CHAPTER 5 CZECH REPUBLIC
CHAPTER 6 HUNGARY
CHAPTER 7 POLAND
CHAPTER 8 RUSSIA
CHAPTER 9 LATVIA
CHAPTER 10 LITHUANIA
CHAPTER 11 ESTONIA
CHAPTER 12 ROMANIA
CHAPTER 13 BULGARIA
CHAPTER 14 MALAYSIA
CHAPTER 15 SINGAPORE
CHAPTER 16 HONG KONG
CHAPTER 17 CHINA
CHAPTER 18 BRAZIL
CHAPTER 19 CHILE
CHAPTER 20 ARGENTINA
CHAPTER 21 EGYPT
APPENDIX: Futher readings in this series; SPP writing team
LIST OF TABLES: Table 1: Contact Center definitions; Table 2: Total Morocco outsourced agent positions (000s) 2005 - 2010; Table 3: Vertical distribution of offshore outsourced APs (000s) in Morocco 2005 - 2010; Table 4: Vertical distribution of domestic outsourced APs (000s) in Morocco 2005 - 2010; Table 5: Outsourced offshore APs (000s) in Morocco by contact center sizeband 2005 - 2010; Table 6: Outsourced domestic APs (000s) in Morocco by contact center sizeband 2005 - 2010; Table 7: Geographic markets served by Morocco outsourced APs 2005 - 2010; Table 8: Total Tunisia outsourced agent positions (000s)2005 - 2010; Table 9: Vertical distribution of offshore outsourced APs (000s) in Tunisia 2005 - 2010; Table 10: Vertical distribution of domestic outsourced APs (000s) in Tunisia 2005 - 2010; Table 11: Outsourced offshore APs (000s) in Tunisia by contact center sizeband 2005 - 2010; Table 12: Outsourced domestic APs (000s) in Tunisia by contact center sizeband 2005 - 2010; Table 13: Geographic markets served by Tunisia outsourced APs 2005 - 2010; Table 14: Total South Africa outsourced agent positions (000s) 2005 - 2010; Table 15: Vertical distribution of offshore outsourced APs (000s) in South Africa 2005 - 2010; Table 16: Vertical distribution of domestic outsourced APs (000s) in South Africa 2005 - 2010; Table 17: Outsourced offshore APs (000s) in South Africa by contact center sizeband 2005 - 2010; Table 18: Outsourced domestic APs (000s) in South Africa by contact center sizeband 2005 - 2010; Table 19: Geographic markets served by South Africa outsourced APs 2005 - 010; Table 20: Total Czech Republic outsourced agent positions (000s) 2005 - 2010; Table 21: Vertical distribution of offshore outsourced APs (000s) in Czech Republic 2005 - 2010; Table 22: Vertical distribution of domestic outsourced APs (000s) in Czech Republic 2005 - 2010; Table 23: Outsourced offshore APs (000s) in Czech Republic by contact center sizeband 2005 - 2010; Table 24: Outsourced domestic APs (000s) in Czech Republic by contact center sizeband 2005 - 2010; Table 25: Geographic markets served by Czech Republic outsourced APs 2005 - 2010; Table 26: Total Hungary outsourced agent positions (000s) 2005 - 2010; Table 27: Vertical distribution of offshore outsourced APs (000s) in Hungary 2005 - 2010; Table 28: Vertical distribution of domestic outsourced APs (000s) in Hungary 2005 - 2010; Table 29: Outsourced offshore APs (000s) in Hungary by contact center sizeband 2005 - 2010; Table 30: Outsourced domestic APs (000s) in Hungary by contact center sizeband 2005 - 2010; Table 31: Geographic markets served by Hungary outsourced APs 2005 - 2010; Table 32: Total Poland outsourced agent positions (000s) 2005 - 2010; Table 33: Vertical distribution of offshore outsourced APs (000s) in Poland 2005 - 2010; Table 34: Vertical distribution of domestic outsourced APs (000s) in Poland 2005 - 2010; Table 35: Outsourced offshore APs (000s) in Poland by contact center sizeband 2005 - 2010; Table 36: Outsourced domestic APs (000s) in Poland by contact center sizeband 2005 - 2010; Table 37: Geographic markets served by Poland outsourced APs 2005 - 2010; Table 38: Total Russia outsourced agent positions (000s) 2005 - 2010; Table 39: Vertical distribution of offshore outsourced APs (000s) in Russia 2005 - 2010; Table 40: Vertical distribution of domestic outsourced APs (000s) in Russia 2005 - 2010; Table 41: Outsourced offshore APs (000s) in Russia by contact center sizeband 2005 - 2010; Table 42: Outsourced domestic APs (000s) in Russia by contact center sizeband 2005 - 2010; Table 43: Geographic markets served by Russia outsourced APs 2005 - 2010; Table 44: Total Latvia outsourced agent positions (000s) 2005 - 2010; Table 45: Vertical distribution of offshore outsourced APs (000s) in Latvia 2005 - 2010; Table 46: Vertical distribution of domestic outsourced APs (000s) in Latvia 2005 - 2010; Table 47: Outsourced offshore APs (000s) in Latvia by contact center sizeband 2005 - 2010; Table 48: Outsourced domestic APs (000s) in Latvia by contact center sizeband 2005 - 2010; Table 49: Geographic markets served by Latvia outsourced APs 2005 - 2010; Table 50: Total Lithuania outsourced agent positions (000s) 2005 - 2010; Table 51: Vertical distribution of offshore outsourced APs (000s) in Lithuania 2005 - 2010; Table 52: Vertical distribution of domestic outsourced APs (000s) in Lithuania 2005 - 2010; Table 53: Outsourced offshore APs (000s) in Lithuania by contact center sizeband 2005 - 2010; Table 54: Outsourced domestic APs (000s) in Lithuania by contact center sizeband 2005 - 2010; Table 55: Geographic markets served by Lithuania outsourced APs 2005 - 2010; Table 56: Total Estonia outsourced agent positions (000s) 2005 - 2010; Table 57: Vertical distribution of offshore outsourced APs (000s) in Estonia 2005 - 2010; Table 58: Vertical distribution of domestic outsourced APs (000s) in Estonia 2005 - 2010; Table 59: Outsourced offshore APs (000s) in Estonia by contact center sizeband 2005 - 2010; Table 60: Outsourced domestic APs (000s) in Estonia by contact center sizeband 2005 - 2010; Table 61: Geographic markets served by Estonia outsourced APs 2005 - 2010; Table 62: Total Romania outsourced agent positions (000s) 2005 - 2010; Table 63: Vertical distribution of offshore outsourced APs (000s) in Romania 2005 - 2010; Table 64: Vertical distribution of domestic outsourced APs (000s) in Romania 2005 - 2010; Table 65: Outsourced offshore APs (000s) in Romania by contact center sizeband 2005 - 2010; Table 66: Outsourced domestic APs (000s) in Romania by contact center sizeband 2005 - 2010; Table 67: Geographic markets served by Romania outsourced APs 2005 - 2010; Table 68: Total Bulgaria outsourced agent positions (000s) 2005 - 2010; Table 69: Vertical distribution of offshore outsourced APs (000s) in Bulgaria 2005 - 2010; Table 70: Vertical distribution of domestic outsourced APs (000s) in Bulgaria 2005 - 2010; Table 71: Outsourced offshore APs (000s) in Bulgaria by contact center sizeband 2005 - 2010; Table 72: Outsourced domestic APs (000s) in Bulgaria by contact center sizeband 2005 - 2010; Table 73: Geographic markets served by Bulgaria outsourced APs 2005 - 2010; Table 74: Total Malaysia outsourced agent positions (000s) 2005 - 2010; Table 75: Vertical distribution of offshore outsourced APs (000s) in Malaysia 2005 - 2010; Table 76: Vertical distribution of domestic outsourced APs (000s) in Malaysia 2005 - 2010; Table 77: Outsourced offshore APs (000s) in Malaysia by contact center sizeband 2005 - 2010; Table 78: Outsourced domestic APs (000s) in Malaysia by contact center sizeband 2005 - 2010; Table 79: Geographic markets served by Malaysia outsourced APs 2005 - 2010; Table 80: Total Singapore outsourced agent positions (000s) 2005 - 2010; Table 81: Vertical distribution of offshore outsourced APs (000s) in Singapore 2005 - 2010; Table 82: Vertical distribution of domestic outsourced APs (000s) in Singapore 2005 - 2010; Table 83: Outsourced offshore APs (000s) in Singapore by contact center sizeband 2005 - 2010; Table 84: Outsourced domestic APs (000s) in Singapore by contact center sizeband 2005 - 2010; Table 85: Geographic markets served by Singapore outsourced APs 2005 - 2010; Table 86: Total Hong Kong outsourced agent positions (000s) 2005 - 2010; Table 87: Vertical distribution of offshore outsourced APs (000s) in Hong Kong 2005 - 2010; Table 88: Vertical distribution of domestic outsourced APs (000s) in Hong Kong 2005 - 2010; Table 89: Outsourced offshore APs (000s) in Hong Kong by contact center sizeband 2005 - 2010; Table 90: Outsourced domestic APs (000s) in Hong Kong by contact center sizeband 2005 - 2010; Table 91: Geographic markets served by Hong Kong outsourced APs 2005 - 2010; Table 92: Total China outsourced agent positions (000s) 2005 - 2010; Table 93: Vertical distribution of offshore outsourced APs (000s) in China 2005 - 2010; Table 94: Vertical distribution of domestic outsourced APs (000s) in China 2005 - 2010; Table 95: Outsourced offshore APs (000s) in China by contact center sizeband 2005 - 2010; Table 96: Outsourced domestic APs (000s) in China by contact center sizeband 2005 - 2010; Table 97: Geographic markets served by China outsourced APs 2005 - 2010; Table 98: Total Brazil outsourced agent positions (000s) 2005 - 2010; Table 99: Vertical distribution of offshore outsourced APs (000s) in Brazil 2005 - 2010; Table 100: Vertical distribution of domestic outsourced APs (000s) in Brazil 2005 - 2010; Table 101: Outsourced offshore APs (000s) in Brazil by contact center sizeband 2005 - 2010; Table 102: Outsourced domestic APs (000s) in Brazil by contact center sizeband 2005 - 2010; Table 103: Geographic markets served by Brazil outsourced APs 2005 - 2010; Table 104: Total Chile outsourced agent positions (000s) 2005 - 2010; Table 105: Vertical distribution of offshore outsourced APs (000s) in Chile 2005 - 2010; Table 106: Vertical distribution of domestic outsourced APs (000s) in Chile 2005 - 2010; Table 107: Outsourced offshore APs (000s) in Chile by contact center sizeband 2005 - 2010; Table 108: Outsourced domestic APs (000s) in Chile by contact center sizeband 2005 - 2010; Table 109: Geographic markets served by Chile outsourced APs 2005 - 2010; Table 110: Total Argentina outsourced agent positions (000s) 2005 - 2010; Table 111: Vertical distribution of offshore outsourced APs (000s) in Argentina 2005 - 2010; Table 112: Vertical distribution of domestic outsourced APs (000s) in Argentina 2005 - 2010; Table 113: Outsourced offshore APs (000s) in Argentina by contact center sizeband 2005 - 2010; Table 114: Outsourced domestic APs (000s) in Argentina by contact center sizeband 2005 - 2010; Table 115: Geographic markets served by Argentina outsourced APs 2005 - 2010; Table 116: Total Egypt outsourced agent positions (000s) 2005 - 2010; Table 117: Vertical distribution of offshore outsourced APs (000s) in Egypt 2005 - 2010; Table 118: Vertical distribution of domestic outsourced APs (000s) in Egypt 2005 - 2010; Table 119: Outsourced offshore APs (000s) in Egypt by contact center sizeband 2005 - 2010; Table 120: Outsourced domestic APs (000s) in Egypt by contact center sizeband 2005 - 2010; Table 121: Geographic markets served by Egypt outsourced APs 2005 - 2010
LIST OF FIGURES: Figure 1: Total Morocco outsourced agent positions 2005 - 2010; Figure 2: Vertical distribution of offshore outsourced APs in Morocco 2005 - 2010; Figure 3: Vertical distribution of domestic outsourced APs in Morocco 2005 - 2010; Figure 4: Outsourced offshore APs in Morocco by contact center sizeband 2005 - 2010; Figure 5: Outsourced domestic APs in Morocco by contact center sizeband 005 - 2010; Figure 6: Geographic markets served by Morocco outsourced APs 2005 - 2010; Figure 7: Total Tunisia outsourced agent positions 2005 - 2010; Figure 8: Vertical distribution of offshore outsourced APs in Tunisia 2005 - 2010; Figure 9: Vertical distribution of domestic outsourced APs in Tunisia 2005 - 2010; Figure 10: Outsourced offshore APs in Tunisia by contact center sizeband 2005 - 2010; Figure 11: Outsourced domestic APs in Tunisia by contact center sizeband 2005 - 2010; Figure 12: Geographic markets served by Tunisia outsourced APs 2005 - 2010; Figure 13: Total South Africa outsourced agent positions 2005 - 2010; Figure 14: Vertical distribution of offshore outsourced APs in South Africa 2005 - 2010; Figure 15: Vertical distribution of domestic outsourced APs in South Africa 2005 - 2010; Figure 16: Outsourced offshore APs in South Africa by contact center sizeband 2005 - 2010; Figure 17: Outsourced domestic APs in South Africa by contact center sizeband 2005 - 2010; Figure 18: Geographic markets served by South Africa outsourced APs 2005 - 2010; Figure 19: Total Czech Republic outsourced agent positions 2005 - 2010; Figure 20: Vertical distribution of offshore outsourced APs in Czech Republic 2005 - 2010; Figure 21: Vertical distribution of domestic outsourced APs in Czech Republic 2005 - 2010; Figure 22: Outsourced offshore APs in Czech Republic by contact center sizeband 2005 - 2010; Figure 23: Outsourced domestic APs in Czech Republic by contact center sizeband 2005 - 2010; Figure 24: Geographic markets served by Czech Republic outsourced APs 2005 - 2010; Figure 25: Total Hungary outsourced agent positions 2005 - 2010; Figure 26: Vertical distribution of offshore outsourced APs in Hungary 2005 - 2010; Figure 27: Vertical distribution of domestic outsourced APs in Hungary 2005 - 2010; Figure 28: Outsourced offshore APs in Hungary by contact center sizeband 2005 - 2010; Figure 29: Outsourced domestic APs in Hungary by contact center sizeband 2005 - 2010; Figure 30: Geographic markets served by Hungary outsourced APs 2005 - 2010; Figure 31: Total Poland outsourced agent positions 2005 - 2010; Figure 32: Vertical distribution of offshore outsourced APs in Poland 2005 - 2010; Figure 33: Vertical distribution of domestic outsourced APs in Poland 2005 - 2010; Figure 34: Outsourced offshore APs in Poland by contact center sizeband 2005 - 2010; Figure 35: Outsourced domestic APs in Poland by contact center sizeband 2005 - 2010; Figure 36: Geographic markets served by Poland outsourced APs 2005 - 2010; Figure 37: Total Russia outsourced agent positions 2005 - 2010; Figure 38: Vertical distribution of offshore outsourced APs in Russia 2005 - 2010; Figure 39: Vertical distribution of domestic outsourced APs in Russia 2005 - 2010; Figure 40: Outsourced offshore APs in Russia by contact center sizeband 2005 - 2010; Figure 41: Outsourced domestic APs in Russia by contact center sizeband 2005 - 2010; Figure 42: Geographic markets served by Russia outsourced APs 2005 - 2010; Figure 43: Total Latvia outsourced agent positions 2005 - 2010; Figure 44: Vertical distribution of offshore outsourced APs in Latvia 2005 - 2010; Figure 45: Vertical distribution of domestic outsourced APs in Latvia 2005 - 2010; Figure 46: Outsourced offshore APs in Latvia by contact center sizeband 2005 - 2010; Figure 47: Outsourced domestic APs in Latvia by contact center sizeband 2005 - 2010; Figure 48: Geographic markets served by Latvia outsourced APs 2005 - 2010; Figure 49: Total Lithuania outsourced agent positions 2005 - 2010; Figure 50: Vertical distribution of offshore outsourced APs in Lithuania 2005 - 2010; Figure 51: Vertical distribution of domestic outsourced APs in Lithuania 2005 - 2010; Figure 52: Outsourced offshore APs in Lithuania by contact center sizeband 2005 - 2010; Figure 53: Outsourced domestic APs in Lithuania by contact center sizeband 2005 - 2010; Figure 54: Geographic markets served by Lithuania outsourced APs 2005 - 2010; Figure 55: Total Estonia outsourced agent positions 2005 - 2010; Figure 56: Vertical distribution of offshore outsourced APs in Estonia 2005 - 2010; Figure 57: Vertical distribution of domestic outsourced APs in Estonia 2005 - 2010; Figure 58: Outsourced offshore APs in Estonia by contact center sizeband 2005 - 2010; Figure 59: Outsourced domestic APs in Estonia by contact center sizeband 2005 - 2010; Figure 60: Geographic markets served by Estonia outsourced APs 2005 - 2010; Figure 61: Total Romania outsourced agent positions 2005 - 2010; Figure 62: Vertical distribution of offshore outsourced APs in Romania 2005 - 2010; Figure 63: Vertical distribution of domestic outsourced APs in Romania 2005 - 2010; Figure 64: Outsourced offshore APs in Romania by contact center sizeband 2005 - 2010; Figure 65: Outsourced domestic APs in Romania by contact center sizeband 2005 - 2010; Figure 66: Geographic markets served by Romania outsourced APs 2005 - 2010; Figure 67: Total Bulgaria outsourced agent positions 2005 - 2010; Figure 68: Vertical distribution of offshore outsourced APs in Bulgaria 2005 - 2010; Figure 69: Vertical distribution of domestic outsourced APs in Bulgaria 2005 - 2010; Figure 70: Outsourced offshore APs in Bulgaria by contact center sizeband 2005 - 2010; Figure 71: Outsourced domestic APs in Bulgaria by contact center sizeband 2005 - 2010; Figure 72: Geographic markets served by Bulgaria outsourced APs 2005 - 2010; Figure 73: Total Malaysia outsourced agent positions 2005 - 2010; Figure 74: Vertical distribution of offshore outsourced APs in Malaysia 2005 - 2010; Figure 75: Vertical distribution of domestic outsourced APs in Malaysia 2005 - 2010; Figure 76: Outsourced offshore APs in Malaysia by contact center sizeband 2005 - 2010; Figure 77: Outsourced domestic APs in Malaysia by contact center sizeband 2005 - 2010; Figure 78: Geographic markets served by Malaysia outsourced APs 2005 - 2010; Figure 79: Total Singapore outsourced agent positions 2005 - 2010; Figure 80: Vertical distribution of offshore outsourced APs in Singapore 2005 - 2010; Figure 81: Vertical distribution of domestic outsourced APs in Singapore 2005 - 2010; Figure 82: Outsourced offshore APs in Singapore by contact center sizeband 2005 - 2010; Figure 83: Outsourced domestic APs in Singapore by contact center sizeband 2005 - 2010; Figure 84: Geographic markets served by Singapore outsourced APs 2005 - 2010; Figure 85: Total Hong Kong outsourced agent positions 2005 - 2010; Figure 86: Vertical distribution of offshore outsourced APs in Hong Kong 2005 - 2010; Figure 87: Vertical distribution of domestic outsourced APs in Hong Kong 2005 - 2010; Figure 88: Outsourced offshore APs in Hong Kong by contact center sizeband 2005 - 2010; Figure 89: Outsourced domestic APs in Hong Kong by contact center sizeband 2005 - 2010; Figure 90: Geographic markets served by Hong Kong outsourced APs 2005 - 2010; Figure 91: Total China outsourced agent positions 2005 - 2010; Figure 92: Vertical distribution of offshore outsourced APs in China 2005 - 2010; Figure 93: Vertical distribution of domestic outsourced APs in China 2005 - 2010; Figure 94: Outsourced offshore APs in China by contact center sizeband 2005 - 2010; Figure 95: Outsourced domestic APs in China by contact center sizeband 2005 - 2010; Figure 96: Geographic markets served by China outsourced APs 2005 - 2010; Figure 97: Total Brazil outsourced agent positions 2005 - 2010; Figure 98: Vertical distribution of offshore outsourced APs in Brazil 2005 - 2010; Figure 99: Vertical distribution of domestic outsourced APs in Brazil 2005 - 2010; Figure 100: Outsourced offshore APs in Brazil by contact center sizeband 2005 - 2010; Figure 101: Outsourced domestic APs in Brazil by contact center sizeband 2005 - 2010; Figure 102: Geographic markets served by Brazil outsourced APs 2005 - 2010; Figure 103: Total Chile outsourced agent positions 2005 - 2010; Figure 104: Vertical distribution of offshore outsourced APs in Chile 2005 - 2010; Figure 105: Vertical distribution of domestic outsourced APs in Chile 2005 - 2010; Figure 106: Outsourced offshore APs in Chile by contact center sizeband 2005 - 2010; Figure 107: Outsourced domestic APs in Chile by contact center sizeband 2005 - 2010; Figure 108: Geographic markets served by Chile outsourced APs 2005 - 2010; Figure 109: Total Argentina outsourced agent positions 2005 - 2010; Figure 110: Vertical distribution of offshore outsourced APs in Argentina 2005 - 2010; Figure 111: Vertical distribution of domestic outsourced APs in Argentina 2005 - 2010; Figure 112: Outsourced offshore APs in Argentina by contact center sizeband 2005 - 2010; Figure 113: Outsourced domestic APs in Argentina by contact center sizeband 2005 - 2010; Figure 114: Geographic markets served by Argentina outsourced APs 2005 - 2010; Figure 115: Total Egypt outsourced agent positions 2005 - 2010; Figure 116: Vertical distribution of offshore outsourced APs in Egypt 2005 - 2010; Figure 117: Vertical distribution of domestic outsourced APs in Egypt 2005 - 2010; Figure 118: Outsourced offshore APs in Egypt by contact center sizeband 2005 - 2010; Figure 119: Outsourced domestic APs in Egypt by contact center sizeband 2005 - 2010; Figure 120: Geographic markets served by Egypt outsourced APs 2005 - 2010

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