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The Vertical Guide to Contact Centers in North America

Product Type: Market Research Report
Published by: Datamonitor
Published: August 2004
Product Code: R313-7058
Description
Introduction
This report highlights calling types in each vertical that will lead to call center growth and technology spending. The Canadian and American contact center markets are sized using the following metrics: Number of call centers, agent positions (APs), regional and sizeband distribution of APs and contact centers, number of multimedia contact centers and vertical market distribution.

Scope
Growth projections for all datasets from 2003 to 2008
Primary and secondary research with leading outsourcers and call center technology vendors
Highlights
The American contact center market will shrink due to the use of self-service technologies, the effects of the federal do-not-call list and offshore outsourcing. The Canadian contact center market will grow due to nearshore outsourcing from the US but the majority of growth will be in call centers serving domestic customers.

Reasons to Purchase
Identify key growth opportunities within the Canadian and American contact center markets
Assess product pipelines by understanding call center functions and the effect on component technology spending
Enhance your understanding of the reasons behind call center growth in specific verticals

Table of Contents
TABLE OF CONTENTS

CHAPTER 1 EXECUTIVE SUMMARY 3

Introduction 3

Market context 3

Multichannel contact centers in North America 5

Vertical markets 6

CHAPTER 2 INTRODUCTION 18

What is this report about? 18

Who is the target reader? 19

CHAPTER 3 MARKET CONTEXT 20

Introduction 20

North American call centers and agent positions 20

Canadian call centers and agent positions 22

Canadian multichannel contact centers 24

Canadian regional AP distribution 25

Canadian sizeband distribution 27

Canadian vertical market distribution 30

American call centers and agent positions 32

American multichannel call centers 34

American regional distribution 35

American sizeband distribution 36

American vertical market distribution 39

CHAPTER 4 COMMUNICATIONS 43

Summary 43

Regulatory overview 43

Who is calling? 44

Customer and call center issues in communications call centers 45

What communications will buy 46

Conclusions 46

CHAPTER 5 EDUCATION 48

Summary 48

Who is calling? 48

Customer and call center issues in education call centers 48

What education will buy 49

Conclusions 49

CHAPTER 6 ENTERTAINMENT 50

Summary 50

Who is calling? 50

Customer and call center issues in entertainment call centers 50

What entertainment will buy 51

Conclusions 52

CHAPTER 7 FINANCIAL SERVICES 53

Summary 53

Regulatory overview 54

Who is calling? 55

Customer and call center issues in fincial services call centers 55

Retail banking: 55

Insurance: 57

Investment and Securities: 58

What financial services call centers will buy 59

Conclusions 59

CHAPTER 8 GOVERNMENT 60

Summary 60

Who is calling? 60

Customer and call center issues in government call centers 60

What government will buy 62

Conclusions 63

CHAPTER 9 HEALTHCARE AND PHARMACEUTICALS 64

Summary 64

Who is calling? 64

Customer and call center issues in pharmaceutical and healthcare call centers 64

Pharmaceuticals: 64

Healthcare providers: 65

What healthcare and pharmaceuticals will buy 66

Conclusions 66

CHAPTER 10 MANUFACTURING 67

Summary 67

Who is calling? 67

Customer and call center issues in manufcaturing call centers 67

What manufacturing will buy 69

Conclusions 69

CHAPTER 11 OUTSOURCING 71

Summary 71

Industry overview 71

Customer and call center issues in outsourced call centers 72

What outsourcers will buy 74

Conclusions 75

CHAPTER 12 RETAIL 76

Summary 76

Who is calling? 76

Customer and call center issues in retail call centers 76

What retail will buy 78

Conclusions 78

CHAPTER 13 TECHNOLOGY 80

Summary 80

Who is calling? 80

Customer and call center issues in technology call centers 80

What technology will buy 82

Conclusions 82

CHAPTER 14 TRANSPORT AND LOGISTICS 83

Summary 83

Who is calling? 83

Customer and call center issues in transport and logistics 83

What transport and logistics call centers will buy 84

Conclusions 84

CHAPTER 15 TRAVEL AND TOURISM 86

Summary 86

Who is calling? 86

Customer and call center issues in travel and tourism call centers 86

What travel and tourism call centers will buy 88

Conclusions 89

CHAPTER 16 UTILITIES 90

Summary 90

Regulatory overview 90

Who is calling? 91

Customer and call center issues in utilities call centers 92

What utilities will buy 93

Conclusions 93

CHAPTER 17 APPENDIX 94

Definitions 94

General 94

Vertical markets (abbreviations are in parentheses) 97

Units of measurement 99

Research methodology 100

Future readings 100

Datamonitor Strategic Planning Programs (SPPs) 100

SPP writing team 101

How to contact experts in your industry 102





LIST OF TABLES

Table 1: North American call center and AP growth (000s), 2003 - 2008 4

Table 2: North American multichannel contact centers (000s), 2003 -2008 6

Table 3: North American vertical market distribution (000s), 2003 & 2008 8

Table 4: North American call center and AP growth, 2003 - 2008 21

Table 5: Canadian call centers and APs (000s), 2003 - 2008 23

Table 6: Canadian multichannel contact centers (000s), 2003 - 2008 25

Table 7: Canadian regional distribution of APs (000s), 2003 - 2008 26

Table 8: Canadian sizeband distribution of APs (000s), 2003 & 2008 29

Table 9: Canadian sizeband distribution of call centers, 2003 & 2008 30

Table 10: Canadian vertical market distribution (000s), 2003 & 2008 32

Table 11: American call centers and APs (000s), 2003 - 2008 33

Table 12: American multichannel contact centers (000s), 2003 - 2008 35

Table 13: American regional distribution of APs (000s), 2003 & 2008 36

Table 14: American sizeband distribution of APs (000s), 2003 38

Table 15: American sizeband distribution of call centers (000s), 2003 & 2008 39

Table 16: American vertical market distribution (000s), 2003 & 2008 42

Table 17: North American AP growth in communications call centers (000s), 2003 & 2008 43

Table 18: North American AP growth in education call centers (000s), 2003 & 2008 48

Table 19: North American AP growth in entertainment call centers (000s), 2003 & 2008 50

Table 20: North American AP growth in financial services call centers (000s), 2003 & 2008 54

Table 21: North American AP growth in government call centers (000s), 2003 & 2008 60

Table 22: North American AP growth in healthcare and pharmaceutical call centers (000s), 2003 & 2008 64

Table 23: North American AP growth in manufacturing call centers (000s), 2003 & 2008 67

Table 24: North American AP growth in outsourcing call centers (000s), 2003 & 2008 71

Table 25: North American AP growth in retail call centers (000s), 2003 & 2008 76

Table 26: North American AP growth in technology call centers (000s), 2003 & 2008 80

Table 27: North American AP growth in transport and logistics call centers (000s), 2003 & 2008 83

Table 28: North American AP growth in travel and tourism call centers (000s), 2003 & 2008 86

Table 29: North American AP growth in utilities call centers (000s), 2003 & 2008 90





LIST OF FIGURES

Figure 1: North American call center and AP growth, 2003 - 2008 4

Figure 2: Contact centers in North America, 2003 & 2008 5

Figure 3: North American vertical market distribution (000s), 2003 & 2008 7

Figure 4: North American call center and AP growth, 2003 - 2008 21

Figure 5: Canadian call centers and APs (000s), 2003 - 2008 23

Figure 6: Canadian multichannel contact centers, 2003 & 2008 24

Figure 7: Canadian regional distribution of APs (000s), 2003 26

Figure 8: Canadian sizeband distribution of APs (000s), 2003 28

Figure 9: Canadian sizeband distribution of call centers, 2003 29

Figure 10: Canadian vertical market distribution (000s), 2003 31

Figure 11: American call centers and APs (000s), 2003 - 2008 33

Figure 12: American multichannel contact centers, 2003 & 2008 34

Figure 13: American regional distribution of APs (000s), 2003 36

Figure 14: American sizeband distribution of APs (000s), 2003 37

Figure 15: American sizeband distribution of call centers (000s), 2003 38

Figure 16: American vertical market distribution, 2003 41
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