- Executive Summary
- 1. Introduction
- THE TOPIC
- OBJECTIVES
- METHODOLOGY
- Original Research
- Problems in the Research Process
- DEFINITION
- 2. Strategic Overview
- RISING EMPLOYMENT
- `Fuzzy' Classifications
- Table 1: Employment in Call Centres and Customer Care in the UK (000), Second Quarters 2001-2006
- CONTACT CENTRE NUMBERS
- The DTI and Key Note: Reconciling Different Estimates
- Table 2: Contact Centres and Agent Positions in the UK (actual number and 000 of workstations), 1999-2007
- Figure 1: Number of Contact Centres in the UK, 1999-2007
- Most Centres are Small
- Table 3: Contact Centres in the UK by Size by Number of Workstations (number of centres and %), 2004-2006
- Geographical Distribution
- OUTSOURCING AND E-MAIL
- MAJOR PLAYERS IN CUSTOMER CONTACT
- By Turnover
- Table 4: Leading Contact-Centre Companies in the UK by Turnover, Pre-Tax Profit and Employees (£m and number), 2004/2005/2006
- By Profit-to-Sales Ratio
- Table 5: UK Contact-Centre Companies Ranked by Profit-to-Sales Ratio (%), 2004/2005/2006
- By Average Employee Remuneration
- Table 6: UK Contact-Centre Companies Ranked by Average Employee Remuneration (£), 2004/2005/2006
- By Sales per Employee
- Table 7: UK Contact-Centre Companies Ranked by Sales per Employee (£), 2004/2005/2006
- KEY POINTS
- 3. Work in Call and Contact Centres
- APPROACHING A MILLION WORKERS
- MANAGERS' PAY RISING FAST
- HOME WORKING — BENEFITS AND BARRIERS
- BUILDING A TRAINING LADDER
- LINGUISTICALLY CHALLENGED
- KEY POINTS
- 4. Contact-Centre Specialists: The In-House Strand
- INTRODUCTION
- VERTEX DATA SCIENCE LTD
- Profitability
- Table 8: Financial Results for Vertex Data Science Ltd (£000, number, % and £), Years Ending 31st March 2004-2006
- VENTURA
- Profitability
- Table 9: Financial Results for Club 24 Ltd (£000, number, % and £), Years Ending 31st January 2004-2006
- Table 10: Financial Results for Next PLC (£000, number, % and £), Years Ending 31st January 2004, 29th January 2005 and 28th January 2006
- THE CAPITA GROUP PLC
- Profitability
- Table 11: Financial Results for The Capita Group PLC (£000, number, % and £), Years Ending 31st December 2003-2005
- KEY POINTS
- 5. Contact-Centre Specialists: The Telemarketing Strand
- MOVING AWAY FROM OUTBOUND
- CPM UNITED KINGDOM LTD
- Profitability
- Table 12: Financial Results for CPM United Kingdom Ltd (£000, number, % and £), Years Ending 31st December 2003-2005
- CLIENTLOGIC (UK) Ltd
- Profitability
- Table 13: Financial Results for ClientLogic (UK) Ltd (£000, number, % and £), Years Ending 31st December 2003-2005
- TELECOM SERVICE CENTRES LTD
- Profitability
- Table 14: Financial Results for Telecom Service Centres Ltd (£000, number, % and £), Years Ending 31st August 2004-2006
- MM TELEPERFORMANCE LTD
- Profitability
- Table 15: Financial Results for MM Teleperformance Ltd (£000, number, % and £), Years Ending 30th June 2003 and 31st December 2004 and 2005
- RESPONSE HANDLING LTD
- Profitability
- Table 16: Financial Results for Response Handling Ltd (£000, number, % and £), Years Ending 31st January 2004-2006
- LBM HOLDINGS LTD
- Profitability
- Table 17: Financial Results for LBM Holdings Ltd (£000, number, % and £), Years Ending 31st May 2005-2006
- CJ GARLAND & CO LTD
- Profitability
- Table 18: Financial Results for CJ Garland & Co Ltd (£000, number, % and £), Years Ending 31st October 2003-2005
- PROMOTIONAL LOGISTICS LTD
- Profitability
- Table 19: Financial Results for Promotional Logistics Ltd (£000, number, % and £), Years Ending 31st December 2003-2005
- INKFISH CALL CENTRES LTD
- Profitability
- Table 20: Financial Results for Inkfish Call Centres Ltd (£000, number, % and £), Years Ending 31st March 2004-2006
- THE LISTENING COMPANY LTD
- Profitability
- Table 21: Financial Results for The Listening Company Ltd (£000, number, % and £), Years Ending 31st October 2004-2006
- BECOGENT LTD
- Profitability
- Table 22: Financial Results for beCogent Ltd (£000, number, % and £), Years Ending 30th June 2003-2005
- BROADSYSTEM LTD
- Profitability
- Table 23: Financial Results for Broadsystem Ltd (£000, number, % and £), Years Ending 30th June 2004-2006
- MOONRIVER GROUP LTD
- Profitability
- Table 24: Financial Results for MoonRiver Group Ltd (£000, number, % and £), Years Ending 31st December 2003-2005
- Table 25: Financial Results for Arvato Loyalty Services Ltd (£000, number, % and £), Years Ending 31st March 2004 and 31st December 2004 and 2005
- SPARK RESPONSE LTD
- Profitability
- Table 26: Financial Results for Spark Response Ltd (£000, number, % and £), Years Ending 30th June 2003-2005
- ANT MARKETING
- Profitability
- PELL & BALES LTD
- Profitability
- Table 27: Financial Results for Pell & Bales Ltd (£000, number, % and £), Years Ending 31st March 2004-2006
- ARVATO SERVICES LTD
- Profitability
- Table 28: Financial Results for Arvato Services Ltd (£000, number, % and £), Year Ending 31st December 2005
- TELEGEN UK LTD
- Profitability
- Table 29: Financial Results for Telegen UK Ltd (£000, number, % and £), Years Ending 31st January 2003 and 30th June 2004 and 2005
- TRG EUROPE PLC
- Profitability
- Table 30: Financial Results for TRG Europe PLC (£000, number, % and £), Years Ending 31st December 2003-2005
- KEY POINTS
- 6. Contact-Centre Specialists: The Telecommunications, Systems and Software Strand
- INTRODUCTION
- SITEL UK LTD
- Profitability
- Table 31: Financial Results for Sitel UK Ltd (£000, number, % and £), Years Ending 31st December 2002-2004
- Table 32: Financial Results for Sitel Europe Ltd (£000, number, % and £), Years Ending 31st December 2002-2004
- THE MERCHANTS GROUP LTD
- Profitability
- Table 33: Financial Results for The Merchants Group Ltd (£000, number, % and £), Years Ending 30th September 2003-2005
- Table 34: Financial Results for Dimension Data Holdings PLC ($000, number, % and $), Years Ending 30th September 2004-2006
- ACXIOM LTD
- Profitability
- Table 35: Financial Results for Acxiom Ltd (£000, number, % and £), Years Ending 31st March 2003-2005
- KINGSTON COMMUNICATIONS CONTACT CENTRES LTD
- Profitability
- Table 36: Financial Results for Kingston Communications Contact Centres Ltd (£000, number, % and £), Years Ending 31st March 2004-2006
- EXAMPLES OF KEY INTERNATIONAL OUTSOURCERS
- BT Group PLC
- Profitability
- Table 37: Financial Results for BT Group PLC (£000, number, % and £), Years Ending 31st March 2004-2006
- Convergys Corporation
- Profitability
- Electronic Data Systems Corporation
- EXAMPLES OF COMPANIES SIGNIFICANT IN CONTACT-CENTRE DEVELOPMENT
- Avaya Inc
- Profitability
- Blue Pumpkin Software UK Ltd
- Profitability
- Table 38: Financial Results for Blue Pumpkin Software UK Ltd (£000, number, % and £), Years Ending 31st December 2002 and 31st March 2004 and 2005
- Business Systems (UK) Ltd
- Profitability
- Table 39: Financial Results for Business Systems (UK) Ltd (£000, number, % and £), Years Ending 31st December 2003-2005
- Cable & Wireless PLC
- Profitability
- Table 40: Financial Results for Cable & Wireless PLC (£000, number, % and £), Years Ending 31st March 2004-2006
- Cincom Systems (UK) Ltd
- Profitability
- Table 41: Financial Results for Cincom Systems (UK) Ltd (£000, number, % and £), Years Ending 30th September 2003-2005
- Citel Technologies Ltd
- Profitability
- Table 42: Financial Results for Citel Technologies Ltd (£000, number, % and £), Years Ending 31st March 2004-2006
- Concerto Software (UK) Ltd
- Profitability
- Table 43: Financial Results for Concerto Software (UK) Ltd (£000, number, % and £), Years Ending 31st December 2002-2004
- Mitel Networks Ltd
- Profitability
- Table 44: Financial Results for Mitel Networks Ltd (£000, number, % and £), Years Ending 27th April 2003, 25th April 2004 and 24th April 2005
- Nice Systems Ltd
- Profitability
- Plantronics Ltd
- Profitability
- Table 45: Financial Results for Plantronics Ltd (£000, number, % and £), Years Ending 31st March 2002 and 2003 and 3rd April 2004
- Virgin Media Group
- KEY POINTS
- 7. Promotion and Consulting
- ExhibitionS
- Questex Media Group Inc
- SharedInsights US
- Tarsus Group
- CMP
- CONTACT CENTRES WITHIN A LARGER TECHNOLOGY SECTOR
- CONSULTANTS ARE STILL INFLUENTIAL, BUT THEIR ROLE IS UNDER PRESSURE
- KEY POINTS
- 8. An International Perspective
- CONTACT-CENTRE OFFSHORING SLOWS DOWN
- INDIA STILL THE OFFSHORE HUB
- SCOURING THE WORLD FOR LOWER COSTS
- Eastern Europe
- Egypt
- Tunisia and Morocco
- The Philippines
- South Africa
- Latin America
- KEY POINTS
- 9. PEST Analysis
- POLITICAL AND ECONOMIC FACTORS
- SOCIAL FACTORS
- TECHNOLOGICAL FACTORS
- Compatibility and Convergence
- Speech Recognition
- E-mail: The New Frontier
- Microsoft
- KEY POINTS
- 10. Consumer Dynamics
- INTRODUCTION
- GREATER SATISFACTION WITH CONTACT-CENTRE STAFF
- "When I am Connected to a Call Centre I Find Staff More Helpful Than They Were a Year Ago"
- Table 46: Call-Centre Staff are More Helpful Than They Were a Year Ago (% of respondents), 2007
- "When I am Connected to a Call Centre I Find Staff Less Helpful Than They Were a Year Ago"
- Table 47: Call-Centre Staff are Less Helpful Than They Were a Year Ago (% of respondents), 2007
- MUCH MORE POLITE
- "Call-Centre Staff are Always Polite to Me"
- Table 48: Agreement that Call-Centre Staff are Always Polite (% of respondents), 2007
- CUSTOMERS DEMAND CHOICE OF COMMUNICATION CHANNELS
- "I Like to be able to Communicate with an Organisation Any Way I Choose; For Example, by Visiting in Person, Writing a Letter, Telephone Call, E-Mail or Clicking Through from a Website"
- Table 49: Preference for Selecting the Method of Communication Used to Contact an Organisation (% of respondents), 2007
- PEOPLE WANT LOCAL BRANCHES
- Table 50: Preference for Speaking to Staff in a Local Office (% of respondents), 2000 and 2002-2005
- "I Prefer to Deal with Organisations That Have Local Branches"
- Table 51: Preference for Dealing with Organisations That Have Local Branches (% of respondents), 2007
- INTERNET POLARISATION
- Table 52: Attitudes Towards Contacting Organisations Over the Internet (% of respondents), 2000 and 2002-2005
- "I Prefer to Contact Organisations Over the Internet"
- Table 53: Preference for Contacting Organisations Over the Internet (% of respondents), 2007
- THUMBS DOWN FOR AUTOMATED ANSWERING SERVICES
- Table 54: Attitudes Towards Automated Answering Services (% of respondents), 2000 and 2002-2005
- "When I Telephone an Organisation I Would Rather Speak to a Real Person than to an Automated Answering Service"
- Table 55: Preference for Speaking to a Real Person than an Automated Answering Service (% of respondents), 2007
- AUTOMATED RESPONSE WASTES TIME
- Table 56: Agreement that Automated Answering Services Waste Time (% of respondents), 2000 and 2002-2005
- "I Waste Time Waiting for Automated Answering Telephone Systems to Connect Me to the Correct Department"
- Table 57: Automated Answering Systems Waste Time (% of respondents), 2007
- AUTOMATED ANSWERING: LESS USER-FRIENDLY OVERALL
- "Automated Answering Services are More User-Friendly Than They Were a Year Ago"
- Table 58: Agreement that Automated Answering Services are More User-Friendly (% of respondents), 2007
- AUTOMATED ANSWERING IS TOO SLOW
- "Automated Answering Services are Faster Than They Were a Year Ago"
- Table 59: Automated Answering Services are Faster Than a Year Ago (% of respondents), 2007
- CONFLICT BETWEEN COST AND SERVICE
- "Call Centres Enable Organisations to Cut Costs"
- Table 60: Agreement that Call Centres Allow Organisations to Cut Costs (% of respondents), 2007
- CONTACT CENTRES BENEFIT ORGANISATIONS MORE THAN CUSTOMERS
- "Organisations Benefit from Call Centres More Than Customers Do"
- Table 61: Agreement that Organisations Benefit More from Call Centres Than Do Customers (% of respondents), 2007
- UNDERSTANDING CAN STILL BE WEAK
- "Sometimes I Find Call-Centre Staff Difficult to Understand"
- Table 62: Difficulties in Understanding Call-Centre Staff (% of respondents), 2007
- ALWAYS ABLE TO UNDERSTAND STAFF
- "When Call-Centre Staff Talk to Me, I Can Always Understand What They are Saying"
- Table 63: Always Able to Understand Call-Centre Staff (% of respondents), 2007
- TELESALES APPLYING LESS PRESSURE
- "Telephone Sales People Often Make Me Feel Under Pressure"
- Table 64: Pressure from Telesales People (% of respondents), 2007
- KEY POINTS
- 11. The Future
- PERMISSION MARKETING
- MULTI-SHORING
- TECHNOLOGY FOR MULTI-CHANNELS
- MICROSOFT'S EXPANSION
- GROWTH COULD BE FASTER IF WORKERS WERE MORE HIGHLY SKILLED
- Table 65: The Forecast Contact-Centre Industry (number), 2007-2012
- Figure 2: The Forecast Number of Call-/Contact-Centre Agents, 2007-2012
- KEY POINTS
- 13. Consumer Confidence
- METHODOLOGY
- KEY FINDINGS THIS QUARTER
- THE WILLINGNESS TO BORROW
- Confidence Improves
- Table A: The Average Amount Consumers Are Willing to Borrow in Order to Purchase Expensive Items at Current and Constant November 2004 Prices (£ and £bn), February 2006-2007
- Willingness to Borrow Slips Slightly
- Table B: The Number of Adults Willing to Borrow in Order to Purchase Expensive Items (000 and %), February 2006-2007
- SPENDING FROM SAVINGS
- Slight Increase in Spending from Savings
- Table C: The Average Amount Consumers Are Willing to Spend from Savings in Order to Purchase Expensive Items at Current and Constant November 2004 Prices (£ and £bn), February 2006-2007
- Saving Grows in Relative Importance
- Table D: The Average Amounts Adults Are Confident Spending to Purchase Expensive Items (£ and %), February 2006-2007
- 14. Further Sources
- Associations
- Publications
- General Sources
- Government Sources
- Other Sources
- Bisnode Sources
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