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Home > Computers and Information Technology > Software > CRM & Customer Service
Call Centers
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- I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS
- Study Reliability and Reporting Limitations
- Disclaimers
- Data interpretation & reporting level
- Quantitative Techniques & Analytics
- Product Definitions and Scope of Study
- II. EXECUTIVE SUMMARY
- 1. Industry Overview
- Down to the Basics - An Introduction
- Global Call Centers Industry - Snapshots
- 2. Call Centers - An Outlook
- Call Centers - The Coming of Age
- Current and Future Analysis
- Table 1: World Market for Call Centers (2000-2010): Geographic Regions Ranked by Growth - Asia-Pacific, Latin America, Canada, Japan, Europe, US and Rest of World (includes corresponding Graph/Chart)
- 3. Global Issues and Trends
- Key Issues
- Cost Reduction & Efficiency Enhancements - Formulae for Survival & Growth
- Cost Reductions - The Road to Success
- Efficiency Enhancements - Vital Component
- Human Resources - Ranking Above Technology
- General Industry Trends
- From 'Call' Centers to 'Contact' Centers
- Multiple Outsourced Call Centers - Order of the Day
- From CRM to eRM - Multichannel Centers on the Rise
- CEM - A New Strategy or an Added Jargon?
- Transformation from Cost Centers to Profit Centers
- Worldwide Call Center Capacity Spurt
- Table 2:World Recent Past, Current and Future Analysis for Call Centers by Select Geographic Regions - US, Canada, EMEA (Europe, Middle East and Africa), Asia-Pacific (including Japan), and Latin America Markets Independently Analyzed for the Years 2003 through 2008 (includes corresponding Graph/Chart)
- Outsourcing - Dominating Segment
- Managing Multilingual Customers - CRM Comes to Aid
- Complaints Handling - The Most Likely Outsourced Function
- Employment Trends
- Call Centers - The Fastest Growing Employer
- Table 3: Number of Agents in Call Centers by Select Geographic Regions - US, Canada, EMEA (Europe, Middle East and Africa), Asia-Pacific (including Japan), and Latin America for the Years 2003 through 2008 (In Thousands) (includes corresponding Graph/Chart)
- Table 4: Global Call Center Industry (2006): Employee Turnover Rate (in %) for India, Ireland, Israel, US, Brazil, UK and Poland (includes corresponding Graph/Chart)
- Cost Minimization Drives Call Centers to Low Wage Cities
- Product and Technology Trends
- Key Technologies Driving Growth: VoIP and Open, Standards-Based Software
- Transforming Call Centers Market - Need for Technological Adaptability
- Evolving Database Technologies and Management Strategies
- The Emergence of Call Center 2.0
- Innovations to Drive Profit Margins
- Benefits of Call Center 2.0
- Technological Features of Call Center 2.0
- IP Contact Centers and UC to Register Robust Growth
- Customer Support & Sales Force Automation Dominate Software Applications
- Table 5: World Call Centers Market (2006): Percentage Share Breakdown by Training Types -Soft Skills, Telephone Courtesy and Others (includes corresponding Graph/Chart)
- Advent of Internet Technologies Revolutionizing Call Centers
- VoIP - Fast Replacing Circuit-Switched Architectures
- Integrated Services - Offering a Level Playing Field to Small-and Mid-Sized Players
- Speech Recognition Technologies Transform Agent Training
- Web Sites and Call Centers - United They Thrive
- Multi-site Call Routing Solutions - Popular with Large Global Firms
- Customer Routing Yet to Gain Significant Ground
- Hosted or Networked Server-based Call Centers on the Rise
- Virtual Hosted Call Center Market - High Potential in the Offing
- Voice-Driven CRM and VoiceXML Enlarge Scope for Customer Interactions
- Voice-Driven CRM
- Voice XML
- Help Desk and Call Center Companies Shift Solutions to Browser-based Architecture
- Other Technology-Based Trends in Call Centers
- Cost and Budgetary Trends
- Telecommunication Costs Set for a Marginally Declining Trend
- Operational Costs and Budgets Continue to Expand
- Operational Services and Telecom Related Costs Corner Lion’s Share
- End Use Vertical Industry Trends
- Financial Services and Distribution - The Outsourcing Area of Choice
- Banks Increasingly Perceive Call Center as a Sales and Service Point
- Technology-Driven Banks Offering Service Enhancements at Contact Centers
- Intelligent Call Routing
- Campaign Management Software
- Integration of Call Centers and Bank Branches
- Customer Differentiation
- Insurance Companies Lead in Call Center Technology Absorption
- Global Trends In Offshore Call Center Location
- Network Strategy - A Critical Component in selection of a New Destination
- Global Outsourced Contact Center Market - An Overview
- Table 6: Leading Players in the World Outsourced Contact Center Market (2006): Percentage Breakdown of Sales Revenues for Convergys, Sitel, Teleperformance, Teletech,, West, Sykes, ICT Group and Others (includes corresponding Graph/Chart)
- North American IP Contact Center Market
- Benefits of IP Centers
- Obstacles for IP Deployment
- 4. Conceptual Overview
- Functional Definition
- Call Center Activities
- Inbound Call Reception and Routing
- Automated Inbound Call Routing
- Advantages of Automated inbound call routing applications
- Outbound Telemarketing Call
- Call Handling Time
- Table 7: Global Call Centers Industry (2006): Call Handling Time (in seconds) for India, US, Canada, Spain, UK and Brazil (includes corresponding Graph/Chart)
- Complaints Handling
- Customer Information Services / Help Desks
- Debt Chasing
- Field Service Support
- Field service and support activity advantages include
- Classification on the Basis of Ownership
- In-House Centers
- Outsourced Call Centers
- Service Bureau
- Classification on the basis of Operations
- Inbound Call Centers
- Outbound (Telemarketing) Centers
- Nature of Services Offered
- Consulting
- Outsourcing
- Training
- Vendor Sales
- Consultant Training
- Call Center Technologies-By Area of Application
- Voice
- Telephone Switches (ACDs) and Voice Networks
- Telephone Switches/Automated Call Distributors (ACDs)
- Voice Networks
- Voice Response Systems (IVR/VRU)
- Voice Response Unit (VRU)
- Speech Recognition Technologies
- Voice Over Internet Protocol (VoIP)
- Data
- Workstations and Databases
- Workstations
- Database
- Customer Relationship Management (CRM) Tools
- CRM Tools
- Enterprise CRM
- Mid-Market CRM
- Customer Data Integration
- Enterprise Analytics, Business Intelligence and Data Warehousing
- Computer Telephony Integration (CTI)
- Web
- Website and E-mail
- Website
- E-Mail
- Web Integration (Text chat and Web Calls)
- Web Chat
- Web Call-back
- Fully Integrated Unified Messaging System
- Multimedia Technologies
- Systems
- ACD Systems
- Automatic Call Distributor (ACD)
- Outbound System
- Interactive Voice Response (IVR) Systems
- Advantages of employing IVR system include
- Voice Messaging Systems
- Simple Voice Message Broadcasting
- Custom Voice Message Broadcasting
- Voice Message Broadcasting and Touchphone Response
- Software
- Workforce Management Software
- Workforce Automation Software
- Sales Force Automation Software
- For Sales Executives
- For Sales Manager
- Customer Interaction Software
- CTI Enabling Software
- Call Monitoring Software
- 5. Vertical End-Use Industries
- Table 8: Worldwide Call Centers Market (2007E): Percentage Breakdown of Call Center Spending by Major Vertical Markets - Financial Services, Telecommunications, Manufacturing, Transport and Others (includes corresponding Graph/Chart)
- Telecommunications
- Financial Services (Inclusive of Banks and Insurance Firms)
- Banks
- Banks Transform Call Centers for Organic Growth
- Methodologies for Effective Cross Selling
- Insurance Firms
- Hospitality
- Transportation
- Healthcare
- Manufacturing
- Retail and Distribution
- Utilities
- Outsourcing
- Table 9: Worldwide Call Centers Market (2007): Percentage Share Breakdown of Call Center Types by Areas of Operation - Customer Service and Support, Telesales/ Telemarketing, Customer Support & Sales, Collections, Billing & Other Payment Issues and Others (includes corresponding Graph/Chart)
- 6. Strategic Insight
- Site Location Strategies
- Introduction to Site Location
- The Basics
- Major Parameters in Site Location
- Labor, Labor and Labor
- Education
- Infrastructure
- Cost
- Labor Costs
- Infrastructure and Technology Costs
- Occupancy/Real estate Costs
- Taxes
- Start-up Costs
- Other Factors in Site Selection
- Cross-Media Centers’ - A Preview of Next Generation ‘Contact’ Strategies
- Cross-Media Call Center Architecture
- Queuing Architecture
- Queue Engine
- Contingency Strategies - Ensuring Business Continuity in a Disaster
- Down Time Hurts in a Time-Sensitive Environment
- Business Continuity Plan - The Basics
- Other Considerations While Drafting a Business Continuity Plan
- 7. Evolution of the New Age Contact Centers
- CRM and Contact Centers - Two Worlds Apart
- The Contact Center Disharmony
- Contact Centers in Defense
- Complex Structural Setup
- Hierarchical Reporting Structure
- Time to Realign Priorities
- Evolution of the New Age Contact Centers: Critical Areas of Focus
- In Conclusion
- The Modern Day Call Center
- Technologies in Use in a New Age Setup
- Skill-based Routing
- Routing Strategies
- Types of Contacts in a Contact Center
- 8. Related Industry Discussion
- Customer Experience Management
- CEM - Leveraging Call Center Data with Decision Making
- CEM as a Value Proposition
- Proactive Problem Resolution
- Delivering Marketing Feedback
- Enhanced Sales Closures
- Risk Management
- Workforce Management
- 9. Call Center Consolidation - Whether, Why and How
- Widely Dispersed Call Centers - A Rationale
- Motivators for Call center Consolidation
- Costs of Scale
- A Review of Consolidation Activity
- Worldwide Call Centers Market: List of Major Acquisitions (2003-2007)
- 10. Pertinent Regulatory Issues
- Legal and Regulatory Framework
- Predictive Dialing
- Tring
- The Preface to the Showdown
- Privacy Legislations
- Federal Laws prohibits Sale of Consumer Health Data
- Cell Phone Legislations Zap Outbound Calls?
- 11. Technological Breakthroughs / Innovations
- Automatic Call Distributing (ACD) Products- From Standalone to Open and Networked Systems
- Add-on/ACD Enhancement Products
- ACD Message Boards
- Digital Announcers/Automated Attendants/ Fax-on-Demand
- Digital Announcers
- Automated Attendants
- Fax-On-Demand
- Dialing Platforms - The Advent of Call Blending
- Contact Management
- Turnkey Solutions - Moving Onto PC/IP Platforms
- CTI Technologies on the Anvil
- CTI APIs and Middleware
- Placing of Outbound Calls
- Call Progress Detection
- Speech Recognition and Interactive Television Technologies
- Internet / Web-enabling Technologies for Call Centers
- Developments in Web-Enabling Technology
- Call-Through Technologies to Replace Call-Back and Text-Chat
- 12. New Product/Service Introductions
- Glowpoint to Launch its Contact Center Solution
- Avaya to Introduce New Communications Solutions
- Avaya Launches New CEBP Solution
- Convergys Launches Infinys Series 3
- Avaya Launches Customer Interaction Express for Midsize Businesses
- Aepona Launches Call Centre Control, C3
- CCDS Launches Centcom
- Convergys Rolls Out the Advanced Version of Infinys™
- Amadeus Unveils New Dynamic Desktop
- Sprint Unveils Contact Center Solution
- Avaya Introduces New Avaya Interaction Center 7.1
- Brasil Telecom Launches Call Center Solution
- Transera Introduces a New Call Centre Solution in India
- Altura Launches IntelliCenter 7.0 Call Center
- Transera™ Communications Introduces Seratel™, Call Center Management Software
- Microsoft Corp. Releases Microsoft® Customer Care Framework
- Toshiba Launches Informal Contact Center Solution
- Genesys Introduces IP-Enabled GVP to Serve Enterprise
- Envox Launches Envox CT ADE 8.4
- Symon Unveils Symon Digital Appliance™ (SDA-500) for Video Networks
- Telisma, VoiceGenie Technologies and Open Communications Introduce teliSpeech for the European Markets
- Chevin Launches New Network Management Tool
- Avaya Inc. Launches Contact Center Express
- Adeptra Introduces Auto-resolution Services For Collections
- Adeptra Introduces Auto-resolution Services For Collections
- Avaya Inc. Introduces Avaya Contact Center Express
- SER Solutions Launches CPS Enterprise Edition (CPS E2™
- SoundBite Communications Introduces SoundBite 5.0 for Financial Services
- Avaya Rolls Out Real-Time Management Solution
- 13. Recent Industry Activity
- Convergys Signs Contract to Provide Billing Managed Services
- Convergys to Launch New Contact Centers in Kansas and North Carolina
- CrysTelCall Launches Contact Center in Jordan
- Elisa Corporation to Take Over First Orange
- Verint Acquires Mercom
- Amacore and Optimus Sign a Strategic Agreement
- Convergys Signs HR Services Contract with Johnson & Johnson
- Blackstone Group to Acquire Alliance Data Systems
- IBM to Open a New Facility in Indiana
- Federal Government to Open a New Centrelink Call Center
- Cordia to Launch a New Contact Center Facility in Cebu
- ACS Bags Contract for Call Center in Texas
- LivePerson Enters Partnership with 24/7 Customer
- Black Box Opens Call Center for Technical Support in Tennessee
- PFSweb Expands Customer Service Operations in Asia
- IRT Completes Acquisition of CCC Interactive
- Aegis BPO Acquires Majority Stake in Global Vantedge
- Alere Medical Opens New Call Center in Ohio
- PacificNet Enters into a Joint Venture with BellSystem24
- Espire, Success and MasterPiece Launch India's First Japanese Call Center
- American Airlines Shifts Asia-Pacific Call Center to India
- Excelior Takes Over Call Center Business of AAPT
- OneCall Solutions Acquires e-Centric
- Stream Acquires Supra Telecom Contact Center
- HTMT Acquires Immaculate Interactions
- TMWA Renews Service Contract with Alliance Data
- ADC Secures Multi Year Service Contract from Pinellas County Utilities
- Atos Worldline Bags Contract from French MGP
- Axiom Systems and Atos Origin Extend Alliance
- Teleperformance to Take Over SFR Contact Centers
- ClientLogic Merges with SITEL
- APAC Bags Contract from Expedia® Corporate Travel
- CMP Media Takes Over Customer Contact Center Standard
- Convergys Acquires AOL Contact Center
- Maybank Launches Largest Malaysian Bank Call Center
- eMoney Expands Call Center Operations in the US
- DaimlerChrysler Expands Operations at Spanish Americas Contact Center
- TelstraClear Launches New Call Center
- Atos Worldline Enters into Contract with Lyonnaise
- Canadian Solutions and Bacolod Businessmen Open Call Center
- CCC to Set Up New Contact Center at Leipzig
- Transcom Establishes New CRM Services Contact Center at Dresden
- Ntl Telewest Signs a License Agreement for Convergys
- The Minneapolis Star Tribune Signs Multiple-Year Contract with APAC
- Bank of America Unveils a New Call Center in New Wichita
- Atos Origin Restructures Société Générale’s Employee Savings’ Call Center Services
- Accor Commences Chinese Call Center in Guangzhou
- RCN Renews Contract with Convergys
- Midcontinent Communications Extends Contract with Convergys
- IBM Korea Signs Contract with Hanaro Telecom
- Entrust Federal Credit Enters into Agreement with PSCU Financial Services
- Telegraaf Media Enters into Agreement with Atos Origin
- GECAD ePayment Merges With GECAD Cvantage
- CMP Technology Acquires CCCS
- Convergys Enters into a Service Contract with Saudi Telecom
- Computer Generated Solutions Takes Over EasyCall
- West Corp Takes Over InPulse Response
- Answernet Acquires Outsourcing Services Provider, Unicall International
- Raya Acquires a Majority Stake in Egyptian Call Center
- CapTel® Establishes Call Center in Milwaukee
- Telstra Establishes Call Center in Australia
- Five9 and Smart Communications Sign Agreement to Open Call Centers
- Alliance Data and WPS Resources Sign Agreement for Customer Care Solutions
- Sabio Bags Contract from Leeds City Council
- OneLink Divests Call Center Inc
- DIRECTV Forms New Technical Call Center
- Alliance Data and Green Mountain Sign Agreement
- Lockheed Martin Bags US$120 Million Contract
- SR.Teleperformance Launches New Unit in Japan
- 24/7 Customer and Aviva Open New Call Center in Chennai
- SR.Teleperformance Establishes Operations in Chile
- Teleperformance Acquires Stake in Photel
- Teleperformance Acquires Direct Star
- Teleperformance Acquires Majority Stake in SCMG
- APAC Inaugurates Second Customer Services Center in Philippines
- CallTech and Teleperformance USA Merge
- Touchstone Acquires Call Central
- HCL Completes Apollo Contact Centre Acquisition
- TuVox Acquires NetByTel
- 24/7 Customer Fortifies Association with Aviva
- PacificNet Epro Completes the Acquisition of 70% Stake in JunFeng
- First Choice Power Enters into Agreement with Alliance Data
- Stream Establishes Contact Center at Saint John, New Brunswick
- Stream Establishes New Contact Center at Szczecin, Poland
- Bharti Tele Inks Rs.1, 000 Crore Deal with Four BPO Companies
- IBM Daksh Launches Three BPO Facilities
- Aspect Communications and Concerto Software Merge to Form Aspect Software
- SR.Teleperformance Acquires Techmar
- ExlService Secures British Gas BPO Operations Contract
- India Based Mphasis Acquires Eldorado Computing Inc
- MphasiS Acquires Princeton Consulting
- vCustomer Corp. Acquires MCI’s Call Centers
- PacificNet Epro Takes Over Guangzhou JunFeng Call Center in China
- Avaya Inc. Acquires RouteScience Technologies Inc
- HCL Technologies Acquires AnswerCall Direct Ltd in Ireland
- College Partnership Inc Acquires Waldrop Enterprises Inc
- Oracle and Convergys Offer Services to Genesis Communications
- Wicom Communications Signs Up Infonet Services Corporation to Expand Hosted IP-Contact
- Convergys Corporation Wins Contract from Optus
- Convergys Corporation Opens Campus in India
- Convergys Corporation Signs Agreement with Advanced Info Services
- Merrill Lynch Signs Agreement with Avaya Inc
- Envision Implements its Envision™ Performance Suite in all Contact Centers of Circles
- Eagle ACD Makes a Foray into the UK Market with No Cost Hosted Call Center Services
- 14. Focus on Select Global Players
- 24/7Customer (India)
- Acumen Telecomunicaciones (Mexico)
- Alliance Data Systems, Inc. (US)
- APAC Customer Services, Inc. (US)
- ATOS Origin, S.A. (France)
- Avaya Inc (US)
- British Telecom Northern Ireland (Ireland)
- Convergys Corp (US)
- Datamatics Technologies Ltd (India)
- Entel Call Center (Chile)
- EXL Service Holdings, Inc. (US)
- Genpact (India)
- GTL Ltd (India)
- IBM Daksh Business Process Services Pvt. Ltd (India)
- Inkfish Call Centers Limited (UK)
- Merchants Limited (UK)
- Plusoft Informatica (Brazil)
- Quality Plus Callscan Australia Pty Ltd. (Australia)
- Sitel (US)
- Stream International, Inc. (US)
- Sykes Enterprises, Inc. (US)
- Teleperformance (France)
- Touchbase (UK)
- TRG Customer Solutions (US)
- Ventura (UK)
- West Corporation (US)
- Wipro Technologies (India)
- 15. Global Market Perspective
- Table 10: World Recent Past, Current and Future Analysis for Call Centers by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of the World Markets Independently Analyzed with Annual Service Revenues in US$ Million for Years 2000 through 2010 (includes corresponding Graph/Chart)
- Table 11: World Long Term Projections for Call Centers by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of the World Markets Independently Analyzed with Annual Service Revenues in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)
- Table 12: World 11-Year Perspective for Call Centers by Geographic Region - Percentage Breakdown of Service Revenues for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of the World Markets for Years 2000, 2007 & 2010 (includes corresponding Graph/Chart)
- III. MARKET
- 1. The United States
- A. Market Analysis
- Overview
- General Introduction
- MNCs Chant the Outsourcing Mantra for Global Expansion
- Outsourcing by Sectors
- Financial Services
- Transportation Sector
- Distribution Sector
- Telecommunication Sector
- Insurance and Utilities
- Current and Future Analysis
- Key Issues
- Cost Reduction Continues to Dictate Outsourcing Decisions
- Proximity to Headquarters - Prime Consideration for Site Selection
- Industry Trends
- Call Centers - Getting Bigger and More Sophisticated
- Numbers Continue to Fall
- Table 13:Number of Call Centers in the US Market over the Years 2003 through 2008 (includes corresponding Graph/Chart)
- Table 14: Number of Call Center Agents in the US over the Years 2003 through 2008 (In Thousands) (includes corresponding Graph/Chart)
- Table 15: North American Call Centers Industry (2006-2008): Percentage Breakdown of Agents by In-House and Outsourced Positions (includes corresponding Graph/Chart)
- Web-Enabled Call Centers Set to Outpace Conventional Ones
- Call Centers - A Major Employer
- Workforce Turnover - On the Higher Side?
- Outsourcing Adversely Affects US Call Center Jobs
- Companies Emphasize on Quality of Customer Service
- Vertical Market Trends
- Financial Services, Banks and Insurance Remain Leading Investors
- Table 16: US Contact Centers Industry (2006): Percentage Breakdown of Call Centers by Vertical Industry for Retail and Distribution, Finance, Manufacturing, Services, Telecom, Public Services, IT, Outsourcing and Telemarketing and Others (includes corresponding Graph/Chart)
- Call Center Software Market in the US
- Table 17: Contact Center Software Market in the US (2007E): Percentage Breakdown of Revenues by Application for IVR Market, ACD Market, Quality/Recording, Outbound/Predictive Dialing, CTI Market and Workforce Management (includes corresponding Graph/Chart)
- Table 18: Leading Players in the US CRM Software Market (2006): Percentage Share Breakdown of Revenues for SAP, Siebel, Amdocs, Oracle, Dendrite and Others (includes corresponding Graph/Chart)
- Table 19: Americas CRM Software Market (2005): Leading Vendors by Vertical Industry for Financial Services, Manufacturing, Communications & Media, Retail/Wholesale, Government, Utilities and Healthcare (in Revenue Terms)
- US Dominates Call Center Software Usage
- US-based Vendors Dominate Global Call Center Software Market
- Superior functionality is the New Customer Mantra for Software
- IVR Set to Make Deeper Inroads into the Call Center Market
- Workforce Management Software Finds More Takers
- Regulatory Issues in the US Industry
- US Vs Europe - Safe Harbor and Effect on Call Centers
- Safe Harbor - What it Entails
- Privacy Protection Policies - The Trans- Atlantic Divide
- How 'Safe' is Safe Harbor?
- Legal and Regulatory Framework
- Insurance Call Centers in California to Employ Licensed Agents
- DNC Registery
- Federal Laws prohibits Sale of Consumer Health Data
- Key Players
- Alliance Data Systems, Inc
- APAC Customer Services, Inc
- Aspect Software Inc
- Avaya Inc
- Convergys Corp
- Epicor Software Corporation
- EXL Service Holdings, Inc
- Sitel
- Stream International, Inc
- Sykes Enterprises, Inc
- TRG Customer Solutions
- West Corporation
- New Product/Service Introductions
- Strategic Corporate Developments
- B. Market Analytics
- Table 20: US Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010. (includes corresponding Graph/Chart)
- Table 21: US Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
- 2. Canada
- A. Market Analysis
- Current and Future Analysis
- Table 22: Number of Call Centers in Canada over the Years 2003 through 2008 (includes corresponding Graph/Chart)
- Favorable Exchange Rate Encourages Outsourcing Operations
- Table 23: Number of Call Center Agents in Canada over the Years 2003 through 2008 (In Thousands) (includes corresponding Graph/Chart)
- Table 24: Canadian Call Center Industry (2006-2008): Percentage Breakdown of Outsourced Agent Positions by Domestic and Offshore Locations (includes corresponding Graph/Chart)
- Availability of Large English-Speaking and Multilingual Talent Pools
- Issues and Trends
- Unsolicited Telemarketing - Canada Fights Back
- Call Centers into Less Populous Towns
- Strategic Corporate Developments
- B. Market Analytics
- Table 25: Canadian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
- Table 26: Canadian Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
- 3. Japan
- A. Market Analysis
- Current and Future Analysis
- Strategic Corporate Developments
- B. Market Analytics
- Table 27: Japanese Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
- Table 28: Japanese Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
- 4. Europe
- A. Market Analysis
- Current and Future Analysis
- Table 29: European Market for Call Centers (2000-2010): Geographic Regions Ranked by Growth - France, Rest of Europe, Germany, Spain, Italy, Sweden, Russia, The Netherlands, UK and Ireland (Based on Service Revenues) (includes corresponding Graph/Chart)
- Issues and Trends
- Finance Industry Seeks Call Center Services
- An Important Hub
- Highly Fragmented Market
- EU Call Center Revenues - A Four Nation Show?
- Table 30: European Call Center Services (2007 & 2010): Annual Service Revenues (in US$ Million) for France, Germany, United Kingdom and The Netherlands (includes corresponding Graph/Chart)
- Locational Parameters - Important Trends
- Priority Requirements
- High-Profile Locations
- Ireland, the Netherlands and the UK
- The Downside of the Success Story
- Alternate Regional Destinations
- Sub-regional Concept Rules Supreme
- Market Drivers
- Educated and Multilingual Workforce - An Advantage
- CRM Technologi1ies Herald Evolution of Multimedia Contact Centers
- Rise in Internet and e-Commerce Spells Growth for Web-based Call Centers
- Market Trends
- Growth Moves to Small & Suburban Towns
- Call centers Grow Techno-centric
- Competition - Having it the Customer’s way
- Outsourced Call Center Agent Positions on the Rise
- Internet-Call Center Integration Takes Wings in Europe
- Multimedia Contact Centers Spring up in Unexploited Markets
- Technology Trends
- Voice over IP - Preferred Medium in Web-based Call Centers
- Speech Recognition Technologies - Hold Promising Potential
- CTI - The New Buzz Word on the Rounds
- Vertical Industry Highlights
- Leading Call Center Revenue Earners
- Banks and Insurance Step up the Gas on Call Center Usage
- Banks
- Insurance Companies
- Growth in Call Center Seats - A Historic View
- Table 31: European Call Center Market: Growth in European Call Center Seats by Country (2000 Vs 2005) for- CTI Seats, Web Seats and Virtual Seats (Number of Seats in ‘000)
- B. Market Analytics
- Table 32: European Recent Past, Current and Future Analysis for Call Centers by Geographic Region - France, Germany, Italy, UK, Spain, Russia, The Netherlands, Ireland, Sweden and Rest of Europe Markets Independently Analyzed with Annual Service Revenues in US$ million for Years 2000 through 2010 (includes corresponding Graph/Chart)
- Table 33: European Long Term Projections for Call Centers by Geographic Region - France, Germany, Italy, UK, Spain, Russia, The Netherlands, Ireland, Sweden and Rest of Europe Markets Independently Analyzed with Annual Service Revenues in US$ million for Years 2011 through 2015 (includes corresponding Graph/Chart)
- Table 34: European 11-Year Perspective for Call Centers by Geographic Region - Percentage Breakdown of Service Revenues for France, Germany, Italy, UK, Spain, Russia, The Netherlands, Ireland, Sweden and Rest of Europe Markets for Years 2000, 2007 & 2010 (includes corresponding Graph/Chart)
- 4a. France
- A. Market Analysis
- Current and Future Analysis
- A Leading West European Call Center Market
- Home Banking & Finance Sectors Drive Call Center Growth
- Table 35: French Call Centers Industry (2006): Percentage Breakdown of Industry Operations by Sector for Telecom, Services, Finance/Banking, Mass Distribution/Mail-Order, Insurance, IT and Others (includes corresponding Graph/Chart)
- Leading Players
- Other Regional Players
- ATOS Origin S.A. (France)
- Teleperformance
- Strategic Corporate Developments
- B. Market Analytics
- Table 36: French Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
- Table 37: French Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
- 4b. Germany
- A. Market Analysis
- Current and Future Analysis
- German Call Centers - An Introduction
- Table 38: German Call Centers Market (2006E): Percentage Breakdown of Number of Companies by Sales Revenues (includes corresponding Graph/Chart)
- Issues and Trends
- Key Issues
- Stringent Labor Laws Restrict Rapid Growth
- Liberalization Opens Avenues for Overseas Players
- Stringent Regulatory Norms Set Up High Entry Barriers
- Market Trends
- Increased use of Mobile Phones Restrict Web- Enabled Services
- ACD Systems - Promising Potential for Hardware Vendors
- Market Drivers
- Exceptionally High Standards of Customer Service
- Availability of Skilled and Relatively Low cost Labor
- Well-developed Infrastructure Facilities
- Leading Players
- Strategic Corporate Developments
- B. Market Analytics
- Table 39: German Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
- Table 40: German Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
- 4c. Italy
- A. Market Analysis
- Current and Future Analysis
- Leading Players
- B. Market Analytics
- Table 41: Italian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding graph/Chart)
- Table 42: Italian Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
- 4d. The United Kingdom
- A. Market Analysis
- Current and Future Analysis
- Largest and the Most Developed
- Financial Services Command More Share
- Issues and Trends
- UK Contact Center Industry - Growth Despite Adversities
- UK Companies Reverting to Domestic Call Centers
- Market Players
- Strategic Corporate Developments
- B. Market Analytics
- Table 43: UK Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
- Table 44: UK Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
- 4e. Spain
- A. Market Analysis
- Current and Future Analysis
- Market Drivers
- Multilingual Workforce
- Government Initiatives
- Leading Players
- B. Market Analytics
- Table 45: Spanish Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
- Table 46: Spanish Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
- 4f. Russia
- A. Market Analysis
- Overview - A Long Way to Go
- Current and Future Analysis
- Outlook-Not So Bleak After All
- Issues and Trends
- Leading Call Center Investors
- Poor Telecom Infrastructure Continues to Impede Rapid Market Growth
- Leading Players
- Strategic Corporate Developments
- B. Market Analytics
- Table 47: Russian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
- Table 48: Russian Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
- 4g. The Netherlands
- A. Market Analysis
- Current and Future Analysis
- Netherlands- Mature Call Center Market
- The “King of Benelux” Call Center Market
- Favorite Call Center Destination for Pan-European Operations
- Market Drivers
- Multilingual Workforce with a Diverse Cultural Background
- Availability of Formally Qualified Computer- Literate Labor
- Relatively Low Labor and Operational Costs
- Hassle-free Legal & Regulatory Framework
- No Bar on B2C and B2B Telemarketing Calls
- Widespread Consumer Acceptance to Products/ Services via Call Centers
- Leading Players
- B. Market Analytics
- Table 49: The Netherlands Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
- Table 50: The Netherlands Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
- 4h. Ireland
- A. Market Analysis
- Current and Future Analysis
- A Leading European Call Center Market
- Preferred Destination for US Players
- Large Educated Workforce Capable of Handling All Major European Languages
- Relatively Low Costs of Employment
- Government Initiatives
- Issues & Trends
- A Maturing Market
- Increased Competition from Asian Nations
- Leading Players
- British Telecom Northern Ireland
- HCL BPO Services NI Ltd
- Strategic Corporate Developments
- B. Market Analytics
- Table 51: Irish Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
- Table 52: Irish Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
- 4i. Sweden
- A. Market Analysis
- Current and Future Analysis
- Ranked Among Evolving European Call Center Markets
- Market Drivers
- Relatively Low Labor Cost
- Availability of Educated and Internet-Savvy Workforce
- Leading Players
- B. Market Analytics
- Table 53: Swedish Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
- Table 54: Swedish Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
- 4j. Rest of Europe
- A. Market Analysis
- Current and Future Analysis
- Major Regional Markets
- Belgium
- Regulatory Environment
- Denmark
- Norway
- Central and Eastern Markets
- Hungary
- Austria
- Finland
- Poland
- Czech Republic
- Strategic Corporate Developments
- B. Market Analytics
- Table 55: Rest of Europe Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
- Table 56: Rest of Europe Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
- 5. Asia-Pacific
- A. Market Analysis
- Current and Future Analysis
- The New Worldwide Call Center Hub
- Contact Centers in Asia - An Introduction
- Table 57: Asian Call Centers Industry (2006): Average Employee Tenure (in Months) for Singapore, Korea, China, Philippines and India (includes corresponding Graph/Chart)
- Table 58: Asian Contact Centers Industry (2007E): Percentage Breakdown of Call Centers by Activity for Customer Service Centers, Outbound Sales, Technical Support, Inbound Sales and Others (includes corresponding Graph/Chart)
- Call Centers Constitute Sizeable Employment Option
- Table 59: Number of Call Centers in Asia-Pacific (Incl. Japan) over the Years 2003 through 2008 (includes corresponding Graph/Chart)
- Table 60: Number of Call Center Agents in Asia-Pacific (Incl. Japan) over the Years 2003 through 2008 (in thousands) (includes corresponding Graph/Chart)
- Table 61: Asian Call Centers Market (2007E): Number of Call Center Seats for India, China, Philippines, Malaysia, Thailand and Singapore (includes corresponding Graph/Chart)
- Regional Disparity in Growth
- China
- India
- Philippines
- Australia
- Table 62: Asia-Pacific Market for Call Centers (2000-2010): Geographic Regions Ranked by Growth - Philippines, China, India, Singapore, Australia and Rest of Asia-Pacific (Based on Service Revenues) (includes corresponding Graph/Chart)
- Low Labor and Operational Costs Remain Trump Cards
- Does Intense Competition Imply Unparalleled Customer Service?
- Changing Scenario in Asian Contact Center Industry
- Human Resources - Most Challenging Aspect
- Table 63: Asian Call Center Industry (2007): Average Annual Pay (in US$) of Contact Center Agent in Singapore, Malaysia, Thailand, Philippines, India and China (includes corresponding Graph/Chart)
- Table 64: Asian Contact Center Industry (2007): Percentage Breakdown of Expenditure on Labor, Technology, Telecommunications and Others (includes corresponding Graph/Chart)
- Transforming Technologies
- Issues and Trends
- Poor Telecom Infrastructure Hinders Rapid Growth
- Internet-Call Center Integration Picks Up Momentum
- Leading Players
- B. Market Analytics
- Table 65: Asia-Pacific Recent Past, Current & Future Analysis for Call Centers by Geographic Region -Australia, China, India, Philippines, Singapore, and Rest of Asia-Pacific Markets Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
- Table 66: Asia-Pacific Long Term Projections for Call Centers by Geographic Region -Australia, China, India, Philippines, Singapore, and Rest of Asia-Pacific Markets Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
- Table 67: Asia-Pacific 11-Year Perspective for Call Centers by Geographic Region - Percentage Breakdown of Service Revenues for Australia, China, India, Philippines, Singapore, and Rest of Asia-Pacific Markets for Years 2000, 2007, and 2010 (includes corresponding Graph/Chart)
- 5a. Australia
- A. Market Analysis
- Overview
- Current and Future Analysis
- Well-Educated High Caliber Workforce
- Ideal location for 24/7 Call Center Services
- Outsourced Call Center Industry
- Table 68: Market Share of Leading Players in Australian Outsourced Call Center Industry by Number of Seats (2006) - SLM/SalesForce, Teletech, Stellar, UCMS, Datacom, Customcall, and Others (includes corresponding Graph/Chart)
- Outlook
- Issues and Trends
- High Workforce Turnover
- Call Centers Re-establish Focus on Inbound Customer Service
- Leading Players
- Quality Plus Callscan Australia Pty Ltd
- Strategic Corporate Developments
- B. Market Analytics
- Table 69: Australian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
- Table 70: Australian Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
- 5b. China
- A. Market Analysis
- Overview
- Current and Future Analysis
- Deregulation Triggers Rapid Progress
- Focus on Low-Cost Call Center Solutions
- Strategic Corporate Developments
- B. Market Analytics
- Table 71: Chinese Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
- Table 72: Chinese Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
- 5c. India
- A. Market Analysis
- Overview
- Current and Future Analysis
- Emergence of Indian BPOs - A Peek into History
- Consolidation Paves the way
- Major Consolidation Deals in the Indian Call Center Landscape (2004 & 2005)
- Outsourcing Drives Growth in Call Center Market
- Table 73: Indian Call Centers Industry (2006-2008): Percentage Breakdown of Outsourced Agent Positions by Domestic and Offshore Locations (includes corresponding Graph/Chart)
- Table 74: Indian Call Centers Market (2007 E): Percentage Share Breakdown of Agent Positions by Vertical Markets - Outsourcing, Financial Services, Communications, Technology, Manufacturing, Logistics and Retail (includes corresponding Graph/Chart)
- Trends and Issues
- The National Do-Not-Call Registry
- Government Relaxes Legislation
- Phone Calls Projected to Decline
- Table 75: Indian Call Centers Industry (2006E): Percentage Breakdown of Enquiries by Communication Mode for Telephone, Email and SMS (includes corresponding Graph/Chart)
- Market Drivers
- Large Educated English-Speaking Work Pool
- Availability of Technical-savvy Labor
- Relatively Low Labor and Operational Costs
- Table 76: Call Center Services in India: Annual Cost Savings (2003) - India Vs US (includes corresponding Graph/Chart)
- Specialization - Leading to Differentiation
- Change - The Only Constant that Drives Growth
- A Leading Market for IT-Enabled Services Outsourcing
- Advantageous Time Zone for 24/7 Operations
- Call Center Jobs Held in High Esteem
- Government Initiatives
- Key Issues
- Unreliable Telecom Infrastructure
- Bandwidth - Dampen Customer Connectivity
- Agent Training to Neutralize Indiscernible Accents
- Lack of Seasoned Management with Adequate Call Center Experience
- Other Issues
- Small Call Centers - Where the Action Is!
- UK’s Blatant Opposition to Indian Outsourcing
- Competitive Scenario
- The Mood is Infectious Indian Majors Join the Bandwagon
- 24/7Customer
- IBM Daksh Business Process Services Pvt. Ltd
- Datamatics Technologies Ltd
- GTL Ltd
- Genpact
- Wipro Technologies
- Top 15 3rd-party ITeS-BPO Companies in India (2004-2007): Ranked by Revenues
- Strategic Corporate Developments
- B. Market Analytics
- Table 77: Indian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
- Table 78: Indian Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
- 5d. Philippines
- A. Market Analysis
- Current and Future Analysis
- BPO - A New Avenue for Filipinos
- Favorable Factors for Philippines Contact Centers Market
- A Fast Moving Call Center Market
- Table 79: The Philippines Call Center Industry (2006-2008): Percentage Breakdown of Outsourced Agent Positions by Domestic and Offshore Locations (includes corresponding Graph/Chart)
- Table 80: Philippines Call Center Market (2001-2007): Breakup by Number of Seats (includes corresponding Graph/Chart)
- Low Labor Costs Attract Overseas Players
- Call Centers Support Other Sectors
- Companies Scour Non-Urban Locations for Call Centers
- Table 81: Call Centers in the Philippines (2006): Percentage Breakdown of Number of Call Centers by Region for Metro Manila, Cebu, Iloilom Clark Ecozone and Others (includes corresponding Graph/Chart)
- Issues and Trends
- Human Resource - A Barrier for Philippines Outsourcing Industry
- Leading Players
- Strategic Corporate Developments
- B. Market Analytics
- Table 82: Philippines Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
- Table 83: Philippines Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
- 5e. Singapore
- A. Market Analysis
- Current and Future Analysis
- B. Market Analytics
- Table 84: Singapore Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
- Table 85: Singapore Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
- 5f. Rest of Asia-Pacific
- A. Market Analysis
- Overview and Analysis
- Current and Future Analysis
- Key Markets
- Malaysia
- Pakistan - A Potential Market
- Strategic Corporate Developments
- B. Market Analytics
- Table 86: Rest of Asia-Pacific Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
- Table 87: Rest of Asia-Pacific Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
- 6. Latin America
- A. Market Analysis
- Current and Future Analysis
- Table 88: Latin American Market for Call Centers (2000-2010): Geographic Regions Ranked by Growth - Brazil, Mexico and Rest of Latin America (Based on Service Revenues) (includes corresponding Graph/Chart)
- A Growing Call Center Market
- Table 89: Number of Call Center Agents in Latin America over the Years 2003 through 2008 (In Thousands) (includes corresponding Graph/Chart)
- Table 90: Latin American Call Centers Industry (2006 & 2007): Percentage Breakdown of Agent Positions by Country for Brazil, Mexico, Argentina and Others (includes corresponding Graph/Chart)
- Intense Competition to Win Customers Driving Call Center Growth
- Emerging Regions
- Table 91: Latin American Call Centers Industry (2006 & 2007): Percentage Breakdown of Call Center Numbers by Country for Brazil, Mexico, Argentina and Others (includes corresponding Graph/Chart)
- Select Player Review
- B. Market Analytics
- Table 92: Latin American Recent Past, Current & Future Analysis for Call Centers by Geographic Regions- Brazil, Mexico and Rest of Latin American Markets Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
- Table 93: Latin American Long Term Projections for Call Centers by Geographic Regions- Brazil, Mexico and Rest of Latin American Markets Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
- Table 94: Latin American 11-Year Perspective for Call Centers by Geographic Region - Percentage Breakdown of Service Revenues for Brazil, Mexico and Rest of Latin American Markets for Years 2000, 2007 & 2010 (includes corresponding Graph/Chart)
- 6a. Brazil
- A. Market Analysis
- Current and Future Analysis
- Leading Call Center Market in Latin America
- Changing Structure of Contact Center Industry
- Competition
- Table 95: Brazilian Outsourced Call Center Industry (2005): Percentage Breakdown of Leading Call Centers by Revenue for Telefonica/Atento, Telemar/Contax, CSU, ACS, Telefutura, Softway and Others (includes corresponding Graph/Chart)
- Table 96: Brazilian Outsourced Call Center Industry (2005): Percentage Breakdown of Client Sector by Revenues for Financial, Service, Industrial, Technology, Telecom, Government and Others (includes corresponding Graph/Chart)
- New Product/Service Introductions
- B. Market Analytics
- Table 97: Brazilian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
- Table 98: Brazilian Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
- 6b. Mexico
- A. Market Analysis
- Current and Future Analysis
- An Emerging Call Center Hub
- Call Center Infrastructure
- Regional Distribution of Call Centers
- Table 99: Regional Distribution of Call Centers in Mexico (2006): Percentage Breakdown by Mexico City, Monterrey, Guadalajara, Tijuana and Others (includes corresponding Graph/Chart)
- Table 100: Mexican Call Center Industry (2006-2008): Percentage Breakdown of Outsourced Agent Positions by Domestic and Offshore Locations (includes corresponding Graph/Chart)
- Labor Issues
- Major Players
- Table 101: Mexican Market for Call Center Outsourcing Services (2004E): Percentage Share Breakdown by Major Suppliers- Televista (Grupo Carso, Mexico), Teletech (Teletech Holding Inc., USA), Atento (Teleservicios, Spain), Sitel (Sitel Corp. USA) Teleperformance (SR. Teleperformance Group, France), and Others (includes corresponding Graph/Chart)
- Strategic Corporate Developments
- B. Market Analytics
- Table 102: Mexican Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
- Table 103: Mexican Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
- 6c. Rest of Latin America
- A. Market Analysis
- Overview and Outlook
- Current and Future Analysis
- Argentinean Contact Centers Industry - Highlights
- Call Centers Market in Chile
- Strategic Corporate Developments
- B. Market Analytics
- Table 104: Rest of Latin America Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
- Table 105: Rest of Latin American Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
- 7. Rest of World
- A. Market Analysis
- Current and Future Analysis
- Caribbean - Emerging as a Major Call Center Destination
- Multilingual Skills and Low Employment Costs Attract Global Players
- Jamaica - Preferred Call Center Outsourcing Destination
- South Africa
- Table 106: Number of Call Centers in South Africa (2006-2008) (includes corresponding Graph/Chart)
- Table 107: South African Call Centers Industry (2006): Percentage Breakdown of Call Center Sites by Vertical Sector for Financial Services, Telecom, IT, Retail, Healthcare, Hospitality & Leisure, Utilities, Outsourcing and Others (includes corresponding Graph/Chart)
- Western Cape Emerging as the Preferred Hub
- Table 108: South African Call Centers Industry (2006): Percentage Breakdown of Call Center Sites by Province for Greater Johannesburg, Cape Town, Greater Durban, Pretoria and Others (includes corresponding Graph/Chart)
- Strategic Corporate Developments
- B. Market Analytics
- Table 109: Rest of World Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 20104 (includes corresponding Graph/Chart)
- Table 110: Rest of World Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)
- IV. COMPETITIVE LANDSCAPE
- Total Companies Profiled: 241 (including Divisions/Subsidiaries - 267)
- Canada 3
- Japan 4
- Europe 53
- France 19
- Germany 3
- The United Kingdom 17
- Spain 1
- Rest of Europe 13
- Asia-Pacific (Excluding Japan) 47
- Latin America 6
- Middle East 5
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