Opportunities in North American Call Center Markets to 2007: Industry Report

Opportunities in North American Call Center Markets to 2007

Product Type: Market Research Report
Published by: Datamonitor
Published: January 2003
Product Code: R313-5381

Description

Introduction
This report provides an assessment of the call center market in North America. The North American call center market is a mature market, and vendors must be realistic regarding the growth of future sales revenues. This report quantifies the number and growth rate of call centers in North America, including the US and Canada, enabling call center technology vendors to understand how and where to position their products and solutions.

Scope
Market sizing of the call center market by number of call centers and agent positions in the US and Canada from 2001 to 2007

Segmentation of the North American call center market from 2001 to 2007 by 16 vertical markets

Segmentation of the North American call center market from 2001 to 2007 by five size-bands

Discussion of trends and drivers in the major vertical markets, such as the effect of government regulation on call center activity

Report Highlights
In 2001 there were 55,800 call centers in North America, of which 90%, or 50,200, are located in the US. Datamonitor expects the total number of call centers in North America to increase to 58,800 in 2007, representing a compound annual growth rate (CAGR) of 0.89%.

The retail, telecommunications, outsourcing and retail banking industries represent the largest vertical markets in terms of agent positions, accounting for over 50% of North America’s total agent positions.

The fastest growing call center size-band segment from 2001 to 2007 will be the 10-30 agent position segments, with a CAGR of 4.9%.

Reasons to Purchase
Identify the largest and fastest-growing call center markets in North America, by region

Identify the most important and fastest-growing vertical markets

Understand the opportunities across different call center size bands

Determine the demand for traditional and emerging call center services

Understand the call center outsourcing environment

Table of Contents

CHAPTER 1 EXECUTIVE SUMMARY

Introduction
Market context
Customer focus
Vertical markets
The future decoded

CHAPTER 2 INTRODUCTION

What is this report about?
Who is the target reader?
Call center technology vendors
Telcos and service providers
CRM and eBusiness application vendors
CRM and call center hardware and software resellers, consultants and integrators
How to use this report

CHAPTER 3 MARKET CONTEXT

Introduction
Key findings
Market size
North American call centers, 2001
North American agent positions, 2001
North American call center market by sizebands
Drivers and trends
Continued evolution of the call center
Effects of government regulation
Effect of a faltering economy
Investment protection
Deal sizes
Technology purchasing methods
Growth of Spanish-speaking population
Outsourcing trends
Conclusions

CHAPTER 4 CUSTOMER FOCUS

Introduction
Key findings
Site location strategies
Labor issues
US vs Canada
Skilled labor
Real estate and cost of living
Languages and accents
Time zone
Telecommunications infrastructure
Local incentives
Final Thoughts On-Site Location Strategies
Type of call center
The traditional call center vs a multimedia contact center
Vertical markets
Government
Healthcare
Outsourcing
Retail
Utilities

CHAPTER 5 THE FUTURE DECODED

Introduction
Key findings
North American call centers
North American agent positions
North American agent positions by region
US agent positions by region
Canada agent positions by region
North American agent positions by sizeband
North American agent positions by vertical market
Conclusions

CHAPTER 6 DATAMONITOR OPINION

CHAPTER 7 APPENDIX

Definitions
General
Vertical market definitions
Vertical market drivers
SPP writing team
Report author
Sales enquiries
How to contact experts in your industry

Ordering and More Information

Price and Delivery Options

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