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Targeting Growth in Developing Outsourcing Markets (Review Report)

Product Type: Market Research Report
Published by: Datamonitor
Published: October 2006
Product Code: R313-18080
Description
IntroductionA comprehensive review of emerging outsourcing markets.

Scope
    Analysis of Central & Eastern Europe's contact center outsourcing marketA discussion of North Africa's emergence as a US nearshore locationA review of the Caribbean and Latin America's growth as a location for US customer careNumerical and graphical descriptions of these emerging markets
HighlightsTotal market sizes for the major emerging contact center outsourcing markets contained in this report

Annual rates of growth for each individual market analyzed in this report

Strategic recommendations describing how investors can profit from each of these markets

Reasons to Purchase
    Understand how the emerging contact center outsourcing markets are likely to evolve through 2010Learn about what investors need to do so as to use these markets for quality and cost effective customer careIdentify any emerging opportunities for domestic customer service in each of these locations
Table of Contents
DATAMONITOR VIEW
CATALYST
SUMMARY
METHODOLOGY


EXECUTIVE SUMMARY
Introduction
Central and Eastern Europe: Chasing new opportunities (Market Focus)
North Africa: Profiting from emerging and existing markets (Market Focus)
CALA: Beyond Mexico (Market Focus)
Emerging Contact Center Outsourcing Markets (Databook)
Summary
Contact center outsourcing in Central & Eastern Europe is projected to grow through 2010
Central and Eastern Europe domestic outsourced industry
Central and Eastern Europe's domestic outsourced industry is expected to grow through 2010, as shown in Table 1. This growth has been encouraged by the rising standards of living in Central and Eastern Europe and also by ongoing liberalization of trade and financial markets. It is important to note, though, that more than half of these agent positions come from and will be coming from Russia. The Russian contact center outsourcing market is quite distinct from the rest of Central and Eastern European market in the sense that the overwhelming majority of its outsourced agent positions are domestic and are serving either Russian or CIS area customers.
Central and Eastern Europe offshore outsourced industry
Why Central & Eastern Europe is a logical location for Western European customer service
Favorable Business Climate
Geographical Proximity
Technology Infrastructure
Labor Market
However, outsourcing to the CEE could prove limited over the long-term
Tightening labor market
Shrinking subsidies in many of the EU accession countries
Pricing
Step one: situate only the high- end customer care in CEE
Step two: focus on domestic markets because of increasing wealth in these countries
Step three: examine the possibility of buying smaller regional players
Step four: examine the possibility of looking eastward to service Russian customers


NORTH AFRICA: PROFITING FROM EXISTING AND EMERGING MARKETS (MARKET FOCUS)
Summary
Contact center outsourcing in North Africa is growing fuelled by offshore demand
North Africa's domestic outsourced industry is still in a nascent state (please change this heading)
North Africa's offshore outsourced industry will grow quite rapidly
North Africa has attractive for Western customer care investors
North Africa possesses a favorable business environment
North Africa has an ample pool of Inexpensive labor force
Western investors can leverage North Africa's modern infrastructure
Geographic and cultural proximity
Cheaper office rental costs
There are still certain risks of which investors should be aware
There is a high risk that the market will reach its saturation point in a medium-to-long term
Perceived political instability and security risks are still a factor
Corruption and transparency also need to be resolved in North Africa
Does a lack of multichannel capability in North Africa mean limited opportunity?
Commercial sophistication variance can cause confusion for western investors
Step one: assess each country in North Africa in terms of its linguistic skills and abilities to handle western customer needs
Step two: concentrate investment on voice-based customer care
Step three: examine the possibility of servicing the local markets
Step four: keep looking out for other North Africa's countries, such as Libya and Algeria for outsourcing customer care


CALA: BEYOND MEXICO (MARKET FOCUS)
Summary
Contact center outsourcing investors can derive revenues from CALA
Domestic outsourcing growth will taper through 2010
Offshore contact center outsourcing will drive revenue growth in CALA
Brazil's domestic market offers outsourcers opportunities to profit
Outsourcers should look to Argentina and Chile for bilingual customer service
Outsourcers need to stay abreast of emerging locations in CALA and how to evaluate them


EMERGING CONTACT CENTER OUTSOURCING MARKETS (DATABOOK)
Introduction
Definitions
Morocco
Tunisia
South Africa
Czech Republic
Hungary
Poland
Russia
Latvia
Lithuania
Estonia
Romania
Bulgaria
Malaysia
Singapore
Hong Kong
China
Brazil
Chile
Argentina
Egypt


APPENDIX
Ask the analyst


List of Tables
Table 1: CEE outsourced APs (000s), 2005-2010
Table 2: Demand for CEE's outsourced offshore APs, 2005-2010.
Table 3: Travel times from London, Paris and Berlin to selected outsourcing destinations
Table 4: CEE information and communication technology penetration
Table 5: CEE labour market (2005 est.)
Table 6: CEE linguistic capabilities - 3 most widely known languages
Table 7: North Africa's domestic outsourced APs (000s), 2005-2010
Table 8: North Africa's offshore outsourced APs (000s), 2005-2010
Table 9: Demand for North Africa's outsourced offshore APs, 2005-2010
Table 10: North Africa's labour market (2005 est.)
Table 11: North Africa's information and communication technology penetration (2004 est.)
Table 12: Corruption perception index, 2005
Table 13: North Africa's outsourced APs (000s), 2005-2010
Table 14: CALA domestic outsourced agent positions, 2005 - 2010
Table 15: CALA offshore outsourced agent positions, 2005 - 2010
Table 16: Selected contact center outsourcers operating in Brazil
Table 17: Selected contact center outsourcers operating in Argentina and Chile
Table 18: Key themes for evaluating emerging CALA offshore locations
Table 19: Contact Center definitions
Table 20: Total Morocco outsourced agent positions (000s) 2005 - 2010
Table 21: Vertical distribution of offshore outsourced APs (000s) in Morocco 2005 - 2010
Table 22: Vertical distribution of domestic outsourced APs (000s) in Morocco 2005 - 2010
Table 23: Outsourced offshore APs (000s) in Morocco by contact center sizeband 2005 - 2010
Table 24: Outsourced domestic APs (000s) in Morocco by contact center sizeband 2005 - 2010
Table 25: Geographic markets served by Morocco outsourced APs 2005 - 2010
Table 26: Total Tunisia outsourced agent positions (000s)2005 - 2010
Table 27: Vertical distribution of offshore outsourced APs (000s) in Tunisia 2005 - 2010
Table 28: Vertical distribution of domestic outsourced APs (000s) in Tunisia 2005 - 2010
Table 29: Outsourced offshore APs (000s) in Tunisia by contact center sizeband 2005 - 2010
Table 30: Outsourced domestic APs (000s) in Tunisia by contact center sizeband 2005 - 2010
Table 31: Geographic markets served by Tunisia outsourced APs 2005 - 2010
Table 32: Total South Africa outsourced agent positions (000s) 2005 - 2010
Table 33: Vertical distribution of offshore outsourced APs (000s) in South Africa 2005 - 2010
Table 34: Vertical distribution of domestic outsourced APs (000s) in South Africa 2005 - 2010
Table 35: Outsourced offshore APs (000s) in South Africa by contact center sizeband 2005 - 2010
Table 36: Outsourced domestic APs (000s) in South Africa by contact center sizeband 2005 - 2010
Table 37: Geographic markets served by South Africa outsourced APs 2005 - 010
Table 38: Total Czech Republic outsourced agent positions (000s) 2005 - 2010
Table 39: Vertical distribution of offshore outsourced APs (000s) in Czech Republic 2005 - 2010
Table 40: Vertical distribution of domestic outsourced APs (000s) in Czech Republic 2005 - 2010
Table 41: Outsourced offshore APs (000s) in Czech Republic by contact center sizeband 2005 - 2010
Table 42: Outsourced domestic APs (000s) in Czech Republic by contact center sizeband 2005 - 2010
Table 43: Geographic markets served by Czech Republic outsourced APs 2005 - 2010
Table 44: Total Hungary outsourced agent positions (000s) 2005 - 2010
Table 45: Vertical distribution of offshore outsourced APs (000s) in Hungary 2005 - 2010
Table 46: Vertical distribution of domestic outsourced APs (000s) in Hungary 2005 - 2010
Table 47: Outsourced offshore APs (000s) in Hungary by contact center sizeband 2005 - 2010
Table 48: Outsourced domestic APs (000s) in Hungary by contact center sizeband 2005 - 2010
Table 49: Geographic markets served by Hungary outsourced APs 2005 - 2010
Table 50: Total Poland outsourced agent positions (000s) 2005 - 2010
Table 51: Vertical distribution of offshore outsourced APs (000s) in Poland 2005 - 2010
Table 52: Vertical distribution of domestic outsourced APs (000s) in Poland 2005 - 2010
Table 53: Outsourced offshore APs (000s) in Poland by contact center sizeband 2005 - 2010
Table 54: Outsourced domestic APs (000s) in Poland by contact center sizeband 2005 - 2010
Table 55: Geographic markets served by Poland outsourced APs 2005 - 2010
Table 56: Total Russia outsourced agent positions (000s) 2005 - 2010
Table 57: Vertical distribution of offshore outsourced APs (000s) in Russia 2005 - 2010
Table 58: Vertical distribution of domestic outsourced APs (000s) in Russia 2005 - 2010
Table 59: Outsourced offshore APs (000s) in Russia by contact center sizeband 2005 - 2010
Table 60: Outsourced domestic APs (000s) in Russia by contact center sizeband 2005 - 2010
Table 61: Geographic markets served by Russia outsourced APs 2005 - 2010
Table 62: Total Latvia outsourced agent positions (000s) 2005 - 2010
Table 63: Vertical distribution of offshore outsourced APs (000s) in Latvia 2005 - 2010
Table 64: Vertical distribution of domestic outsourced APs (000s) in Latvia 2005 - 2010
Table 65: Outsourced offshore APs (000s) in Latvia by contact center sizeband 2005 - 2010
Table 66: Outsourced domestic APs (000s) in Latvia by contact center sizeband 2005 - 2010
Table 67: Geographic markets served by Latvia outsourced APs 2005 - 2010
Table 68: Total Lithuania outsourced agent positions (000s) 2005 - 2010
Table 69: Vertical distribution of offshore outsourced APs (000s) in Lithuania 2005 - 2010
Table 70: Vertical distribution of domestic outsourced APs (000s) in Lithuania 2005 - 2010
Table 71: Outsourced offshore APs (000s) in Lithuania by contact center sizeband 2005 - 2010
Table 72: Outsourced domestic APs (000s) in Lithuania by contact center sizeband 2005 - 2010
Table 73: Geographic markets served by Lithuania outsourced APs 2005 - 2010
Table 74: Total Estonia outsourced agent positions (000s) 2005 - 2010
Table 75: Vertical distribution of offshore outsourced APs (000s) in Estonia 2005 - 2010
Table 76: Vertical distribution of domestic outsourced APs (000s) in Estonia 2005 - 2010
Table 77: Outsourced offshore APs (000s) in Estonia by contact center sizeband 2005 - 2010
Table 78: Outsourced domestic APs (000s) in Estonia by contact center sizeband 2005 - 2010
Table 79: Geographic markets served by Estonia outsourced APs 2005 - 2010
Table 80: Total Romania outsourced agent positions (000s) 2005 - 2010
Table 81: Vertical distribution of offshore outsourced APs (000s) in Romania 2005 - 2010
Table 82: Vertical distribution of domestic outsourced APs (000s) in Romania 2005 - 2010
Table 83: Outsourced offshore APs (000s) in Romania by contact center sizeband 2005 - 2010
Table 84: Outsourced domestic APs (000s) in Romania by contact center sizeband 2005 - 2010
Table 85: Geographic markets served by Romania outsourced APs 2005 - 2010
Table 86: Total Bulgaria outsourced agent positions (000s) 2005 - 2010
Table 87: Vertical distribution of offshore outsourced APs (000s) in Bulgaria 2005 - 2010
Table 88: Vertical distribution of domestic outsourced APs (000s) in Bulgaria 2005 - 2010
Table 89: Outsourced offshore APs (000s) in Bulgaria by contact center sizeband 2005 - 2010
Table 90: Outsourced domestic APs (000s) in Bulgaria by contact center sizeband 2005 - 2010
Table 91: Geographic markets served by Bulgaria outsourced APs 2005 - 2010
Table 92: Total Malaysia outsourced agent positions (000s) 2005 - 2010
Table 93: Vertical distribution of offshore outsourced APs (000s) in Malaysia 2005 - 2010
Table 94: Vertical distribution of domestic outsourced APs (000s) in Malaysia 2005 - 2010
Table 95: Outsourced offshore APs (000s) in Malaysia by contact center sizeband 2005 - 2010
Table 96: Outsourced domestic APs (000s) in Malaysia by contact center sizeband 2005 - 2010
Table 97: Total Singapore outsourced agent positions (000s) 2005 - 2010
Table 98: Vertical distribution of offshore outsourced APs (000s) in Singapore 2005 - 2010
Table 99: Vertical distribution of domestic outsourced APs (000s) in Singapore 2005 - 2010
Table 100: Outsourced offshore APs (000s) in Singapore by contact center sizeband 2005 - 2010
Table 101: Outsourced domestic APs (000s) in Singapore by contact center sizeband 2005 - 2010
Table 102: Geographic markets served by Singapore outsourced APs 2005 - 2010
Table 103: Total Hong Kong outsourced agent positions (000s) 2005 - 2010
Table 104: Vertical distribution of offshore outsourced APs (000s) in Hong Kong 2005 - 2010
Table 105: Vertical distribution of domestic outsourced APs (000s) in Hong Kong 2005 - 2010
Table 106: Outsourced offshore APs (000s) in Hong Kong by contact center sizeband 2005 - 2010
Table 107: Outsourced domestic APs (000s) in Hong Kong by contact center sizeband 2005 - 2010
Table 108: Geographic markets served by Hong Kong outsourced APs 2005 - 2010
Table 109: Total China outsourced agent positions (000s) 2005 - 2010
Table 110: Vertical distribution of offshore outsourced APs (000s) in China 2005 - 2010
Table 111: Vertical distribution of domestic outsourced APs (000s) in China 2005 - 2010
Table 112: Outsourced offshore APs (000s) in China by contact center sizeband 2005 - 2010
Table 113: Outsourced domestic APs (000s) in China by contact center sizeband 2005 - 2010
Table 114: Geographic markets served by China outsourced APs 2005 - 2010
Table 115: Total Brazil outsourced agent positions (000s) 2005 - 2010
Table 116: Vertical distribution of offshore outsourced APs (000s) in Brazil 2005 - 2010
Table 117: Vertical distribution of domestic outsourced APs (000s) in Brazil 2005 - 2010
Table 118: Outsourced offshore APs (000s) in Brazil by contact center sizeband 2005 - 2010
Table 119: Outsourced domestic APs (000s) in Brazil by contact center sizeband 2005 - 2010
Table 120: Geographic markets served by Brazil outsourced APs 2005 - 2010
Table 121: Total Chile outsourced agent positions (000s) 2005 - 2010
Table 122: Vertical distribution of offshore outsourced APs (000s) in Chile 2005 - 2010
Table 123: Vertical distribution of domestic outsourced APs (000s) in Chile 2005 - 2010
Table 124: Outsourced offshore APs (000s) in Chile by contact center sizeband 2005 - 2010
Table 125: Outsourced domestic APs (000s) in Chile by contact center sizeband 2005 - 2010
Table 126: Geographic markets served by Chile outsourced APs 2005 - 2010
Table 127: Total Argentina outsourced agent positions (000s) 2005 - 2010
Table 128: Vertical distribution of offshore outsourced APs (000s) in Argentina 2005 - 2010
Table 129: Vertical distribution of domestic outsourced APs (000s) in Argentina 2005 - 2010
Table 130: Outsourced offshore APs (000s) in Argentina by contact center sizeband 2005 - 2010
Table 131: Outsourced domestic APs (000s) in Argentina by contact center sizeband 2005 - 2010
Table 132: Geographic markets served by Argentina outsourced APs 2005 - 2010
Table 133: Total Egypt outsourced agent positions (000s) 2005 - 2010
Table 134: Vertical distribution of offshore outsourced APs (000s) in Egypt 2005 - 2010
Table 135: Vertical distribution of domestic outsourced APs (000s) in Egypt 2005 - 2010
Table 136: Outsourced offshore APs (000s) in Egypt by contact center sizeband 2005 - 2010
Table 137: Outsourced domestic APs (000s) in Egypt by contact center sizeband 2005 - 2010
Table 138: Geographic markets served by Egypt outsourced APs 2005 - 2010


List of Figures
Figure 1: CEE outsourced APs (000s), 2005 - 2010
Figure 2: Corporate tax rates, 2005
Figure 3: Outsourced agent pricing, 2005
Figure 4: North Africa's outsourced APs (000s), 2005-2010
Figure 5: North Africa's offshore outsourced APs (000s), 2005-2010
Figure 6: Agent wages, 2005
Figure 7: Annual office rental costs, € per m2
Figure 8: CALA outsourced agent positions, 2005 - 2010
Figure 9: CALA domestic outsourced agent positions, 2005 - 2010
Figure 10: CALA offshore outsourced agent positions, 2005 - 2010
Figure 11: CALA offshore AP demand, 2005 - 2010
Figure 12: US Hispanic population growth, 2000 & 2004
Figure 13: US Hispanic household income, 1992 - 2004
Figure 14: Price per agent per hour, selected offshore contact center outsourcing locations
Figure 15: Total Morocco outsourced agent positions 2005 - 2010
Figure 16: Vertical distribution of offshore outsourced APs in Morocco 2005 - 2010
Figure 17: Vertical distribution of domestic outsourced APs in Morocco 2005 - 2010
Figure 18: Outsourced offshore APs in Morocco by contact center sizeband 2005 - 2010
Figure 19: Outsourced domestic APs in Morocco by contact center sizeband 005 - 2010
Figure 20: Geographic markets served by Morocco outsourced APs 2005 - 2010
Figure 21: Total Tunisia outsourced agent positions 2005 - 2010
Figure 22: Vertical distribution of offshore outsourced APs in Tunisia 2005 - 2010
Figure 23: Vertical distribution of domestic outsourced APs in Tunisia 2005 - 2010
Figure 24: Outsourced offshore APs in Tunisia by contact center sizeband 2005 - 2010
Figure 25: Outsourced domestic APs in Tunisia by contact center sizeband 2005 - 2010
Figure 26: Geographic markets served by Tunisia outsourced APs 2005 - 2010
Figure 27: Total South Africa outsourced agent positions 2005 - 2010
Figure 28: Vertical distribution of offshore outsourced APs in South Africa 2005 - 2010
Figure 29: Vertical distribution of domestic outsourced APs in South Africa 2005 - 2010
Figure 30: Outsourced offshore APs in South Africa by contact center sizeband 2005 - 2010
Figure 31: Outsourced domestic APs in South Africa by contact center sizeband 2005 - 2010
Figure 32: Geographic markets served by South Africa outsourced APs 2005 - 2010
Figure 33: Total Czech Republic outsourced agent positions 2005 - 2010
Figure 34: Vertical distribution of offshore outsourced APs in Czech Republic 2005 - 2010
Figure 35: Vertical distribution of domestic outsourced APs in Czech Republic 2005 - 2010
Figure 36: Outsourced offshore APs in Czech Republic by contact center sizeband 2005 - 2010
Figure 37: Outsourced domestic APs in Czech Republic by contact center sizeband 2005 - 2010
Figure 38: Geographic markets served by Czech Republic outsourced APs 2005 - 2010
Figure 39: Total Hungary outsourced agent positions 2005 - 2010
Figure 40: Vertical distribution of offshore outsourced APs in Hungary 2005 - 2010
Figure 41: Vertical distribution of domestic outsourced APs in Hungary 2005 - 2010
Figure 42: Outsourced offshore APs in Hungary by contact center sizeband 2005 - 2010
Figure 43: Outsourced domestic APs in Hungary by contact center sizeband 2005 - 2010
Figure 44: Geographic markets served by Hungary outsourced APs 2005 - 2010
Figure 45: Total Poland outsourced agent positions 2005 - 2010
Figure 46: Vertical distribution of offshore outsourced APs in Poland 2005 - 2010
Figure 47: Vertical distribution of domestic outsourced APs in Poland 2005 - 2010
Figure 48: Outsourced offshore APs in Poland by contact center sizeband 2005 - 2010
Figure 49: Outsourced domestic APs in Poland by contact center sizeband 2005 - 2010
Figure 50: Geographic markets served by Poland outsourced APs 2005 - 2010
Figure 51: Total Russia outsourced agent positions 2005 - 2010
Figure 52: Vertical distribution of offshore outsourced APs in Russia 2005 - 2010
Figure 53: Vertical distribution of domestic outsourced APs in Russia 2005 - 2010
Figure 54: Outsourced offshore APs in Russia by contact center sizeband 2005 - 2010
Figure 55: Outsourced domestic APs in Russia by contact center sizeband 2005 - 2010
Figure 56: Geographic markets served by Russia outsourced APs 2005 - 2010
Figure 57: Total Latvia outsourced agent positions 2005 - 2010
Figure 58: Vertical distribution of offshore outsourced APs in Latvia 2005 - 2010
Figure 59: Vertical distribution of domestic outsourced APs in Latvia 2005 - 2010
Figure 60: Outsourced offshore APs in Latvia by contact center sizeband 2005 - 2010
Figure 61: Outsourced domestic APs in Latvia by contact center sizeband 2005 - 2010
Figure 62: Geographic markets served by Latvia outsourced APs 2005 - 2010
Figure 63: Total Lithuania outsourced agent positions 2005 - 2010
Figure 64: Vertical distribution of offshore outsourced APs in Lithuania 2005 - 2010
Figure 65: Vertical distribution of domestic outsourced APs in Lithuania 2005 - 2010
Figure 66: Outsourced offshore APs in Lithuania by contact center sizeband 2005 - 2010
Figure 67: Outsourced domestic APs in Lithuania by contact center sizeband 2005 - 2010
Figure 68: Geographic markets served by Lithuania outsourced APs 2005 - 2010
Figure 69: Total Estonia outsourced agent positions 2005 - 2010
Figure 70: Vertical distribution of offshore outsourced APs in Estonia 2005 - 2010
Figure 71: Vertical distribution of domestic outsourced APs in Estonia 2005 - 2010
Figure 72: Outsourced offshore APs in Estonia by contact center sizeband 2005 - 2010
Figure 73: Outsourced domestic APs in Estonia by contact center sizeband 2005 - 2010
Figure 74: Geographic markets served by Estonia outsourced APs 2005 - 2010
Figure 75: Total Romania outsourced agent positions 2005 - 2010
Figure 76: Vertical distribution of offshore outsourced APs in Romania 2005 - 2010
Figure 77: Vertical distribution of domestic outsourced APs in Romania 2005 - 2010
Figure 78: Outsourced offshore APs in Romania by contact center sizeband 2005 - 2010
Figure 79: Outsourced domestic APs in Romania by contact center sizeband 2005 - 2010
Figure 80: Geographic markets served by Romania outsourced APs 2005 - 2010
Figure 81: Total Bulgaria outsourced agent positions 2005 - 2010
Figure 82: Vertical distribution of offshore outsourced APs in Bulgaria 2005 - 2010
Figure 83: Vertical distribution of domestic outsourced APs in Bulgaria 2005 - 2010
Figure 84: Outsourced offshore APs in Bulgaria by contact center sizeband 2005 - 2010
Figure 85: Outsourced domestic APs in Bulgaria by contact center sizeband 2005 - 2010
Figure 86: Geographic markets served by Bulgaria outsourced APs 2005 - 2010
Figure 87: Total Malaysia outsourced agent positions 2005 - 2010
Figure 88: Vertical distribution of offshore outsourced APs in Malaysia 2005 - 2010
Figure 89: Vertical distribution of domestic outsourced APs in Malaysia 2005 - 2010
Figure 90: Outsourced offshore APs in Malaysia by contact center sizeband 2005 - 2010
Figure 91: Outsourced domestic APs in Malaysia by contact center sizeband 2005 - 2010
Figure 92: Total Singapore outsourced agent positions 2005 - 2010
Figure 93: Vertical distribution of offshore outsourced APs in Singapore 2005 - 2010
Figure 94: Vertical distribution of domestic outsourced APs in Singapore 2005 - 2010
Figure 95: Outsourced offshore APs in Singapore by contact center sizeband 2005 - 2010
Figure 96: Outsourced domestic APs in Singapore by contact center sizeband 2005 - 2010
Figure 97: Geographic markets served by Singapore outsourced APs 2005 - 2010
Figure 98: Total Hong Kong outsourced agent positions 2005 - 2010
Figure 99: Vertical distribution of offshore outsourced APs in Hong Kong 2005 - 2010
Figure 100: Vertical distribution of domestic outsourced APs in Hong Kong 2005 - 2010
Figure 101: Outsourced offshore APs in Hong Kong by contact center sizeband 2005 - 2010
Figure 102: Outsourced domestic APs in Hong Kong by contact center sizeband 2005 - 2010
Figure 103: Geographic markets served by Hong Kong outsourced APs 2005 - 2010
Figure 104: Total China outsourced agent positions 2005 - 2010
Figure 105: Vertical distribution of offshore outsourced APs in China 2005 - 2010
Figure 106: Vertical distribution of domestic outsourced APs in China 2005 - 2010
Figure 107: Outsourced offshore APs in China by contact center sizeband 2005 - 2010
Figure 108: Outsourced domestic APs in China by contact center sizeband 2005 - 2010
Figure 109: Geographic markets served by China outsourced APs 2005 - 2010
Figure 110: Total Brazil outsourced agent positions 2005 - 2010
Figure 111: Vertical distribution of offshore outsourced APs in Brazil 2005 - 2010
Figure 112: Vertical distribution of domestic outsourced APs in Brazil 2005 - 2010
Figure 113: Outsourced offshore APs in Brazil by contact center sizeband 2005 - 2010
Figure 114: Outsourced domestic APs in Brazil by contact center sizeband 2005 - 2010
Figure 115: Geographic markets served by Brazil outsourced APs 2005 - 2010
Figure 116: Total Chile outsourced agent positions 2005 - 2010
Figure 117: Vertical distribution of offshore outsourced APs in Chile 2005 - 2010
Figure 118: Vertical distribution of domestic outsourced APs in Chile 2005 - 2010
Figure 119: Outsourced offshore APs in Chile by contact center sizeband 2005 - 2010
Figure 120: Outsourced domestic APs in Chile by contact center sizeband 2005 - 2010
Figure 121: Geographic markets served by Chile outsourced APs 2005 - 2010
Figure 122: Total Argentina outsourced agent positions 2005 - 2010
Figure 123: Vertical distribution of offshore outsourced APs in Argentina 2005 - 2010
Figure 124: Vertical distribution of domestic outsourced APs in Argentina 2005 - 2010
Figure 125: Outsourced offshore APs in Argentina by contact center sizeband 2005 - 2010
Figure 126: Outsourced domestic APs in Argentina by contact center sizeband 2005 - 2010
Figure 127: Geographic markets served by Argentina outsourced APs 2005 - 2010
Figure 128: Total Egypt outsourced agent positions 2005 - 2010
Figure 129: Vertical distribution of offshore outsourced APs in Egypt 2005 - 2010
Figure 130: Vertical distribution of domestic outsourced APs in Egypt 2005 - 2010
Figure 131: Outsourced offshore APs in Egypt by contact center sizeband 2005 - 2010
Figure 132: Outsourced domestic APs in Egypt by contact center sizeband 2005 - 2010
Figure 133: Geographic markets served by Egypt outsourced APs 2005 - 2010
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