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Global Call Centers Industry
Published on October 2010

                                                                                                           Report Summary

This report analyzes the worldwide markets for Call Centers in US$ Million. The report provides separate comprehensive analytics for
the US, Canada, Japan, Europe, Asia-Pacific, Latin America, and Rest of World. Annual estimates and forecasts are provided for the
period 2007 through 2015. A seven-year historic analysis is also provided for these markets. The report profiles 212 companies
including many key and niche players such as 24/7Customer, Acumen Telecomunicaciones, Alliance Data Systems, Inc., APAC
Customer Services, Inc., ATOS Origin, S.A., Avaya, Inc., British Telecom Northern Ireland, Convergys Corp, Datamatics Global
Services Limited., Entel Call Center, EXL Service Holdings, Inc., Genpact, GTL Ltd., HCL BPO Services NI Ltd., IBM Daksh Business
Process Services Pvt. Ltd., Inkfish Call Centers Limited, Merchants Limited, Plusoft Informatica, Quality Plus Callscan Australia Pty
Ltd., Sitel, Stream International, Inc., Sykes Enterprises, Inc., Teleperformance SA, Touchbase, TRG Customer Solutions, Ventura
Pvt Ltd., West Corporation, and Wipro Technologies Ltd. Market data and analytics are derived from primary and secondary
research. Company profiles are mostly extracted from URL research and reported select online sources.




                                                                                                            Table of Content


CALL CENTERS MCP-1145
A GLOBAL STRATEGIC BUSINESS REPORT



                               CONTENTS



 1. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS                                   1
     Study Reliability and Reporting Limitations                       1
     Disclaimers                                       2
     Data interpretation & reporting level                     3
      Quantitative Techniques & Analytics                          3
     Product Definitions and Scope of Study                            3


 2. INDUSTRY OVERVIEW                                              4
     Current and Future Analysis                           4
     Down to the Basics - An Introduction                          5
     Call Centers - The Coming of Age                              5
     Current Scenario: A Review                                6
      Cooling World Economy Sours Prospects for Call Centers                6
      Emerging Markets Although Hurting Stand Relatively Cushioned
       As Outsourcing Grows                                7
      Recession Implications for Call Centers Business Models              8
     Outlook                                       8



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      Rising Focus on Investments and Tactics in 2011                           9


 3. GLOBAL ISSUES AND TRENDS                                                   10
     Key Issues                                       10
      Cost Reduction & Efficiency Enhancements - Formulae for
       Survival & Growth                                   10
       Cost Reductions - The Road to Success                               10
       Efficiency Enhancements - Vital Component                               10
      Human Resources - Ranking Above Technology                                    10
     General Industry Trends                                    11
      From 'Call' Centers to 'Contact' Centers                        11
      Multiple Outsourced Call Centers - Order of the Day                       11
      From CRM to eRM - Multichannel Centers on the Rise                             11
      CEM - A New Strategy or an Added Jargon'                                 12
      Transformation from Cost Centers to Profit Centers                        12
      Rising Number of Home Agents                                    12
      Emergence of Web 2.0                                      13
      Worldwide Call Center Capacity Spurt                                13
      Outsourcing - Dominating Segment                                    13
      Managing Multilingual Customers - CRM Comes to Aid                             14
      Complaints Handling - The Most Likely Outsourced Function                       14
      Cost Minimization Drives Call Centers to Low Wage Cities                       14
     Product and Technology Trends                                    15
      Key Technologies Driving Growth: VoIP and Open, Standards-
       Based Software                                      15
      Transforming Call Centers Market - Need for Technological
       Adaptability                                   15
       Evolving Database Technologies and Management Strategies                            15
      The Emergence of Call Center 2.0                                16
       Innovations to Drive Profit Margins                           16
       Benefits of Call Center 2.0                          17
       Technological Features of Call Center 2.0                          17
      IP Contact Centers and UC to Register Robust Growth                            18
      Customer Support & Sales Force Automation Dominate Software
       Applications                                   18
       Table 1: World Call Centers Market (2006): Percentage Share
       Breakdown by Training Types -Soft Skills, Telephone Courtesy
       and Others (includes corresponding Graph/Chart)                          19
      Advent of Internet Technologies Revolutionizing Call Centers                   19
      VoIP - Fast Replacing Circuit-Switched Architectures                      19
      Integrated Services - Offering a Level Playing Field to
       Small-and Mid-Sized Players                               19
      Speech Recognition Technologies Transform Agent Training                            20
      Web Sites and Call Centers - United They Thrive                          20
      Multi-site Call Routing Solutions - Popular with Large Global
       Firms                                        20
       Customer Routing Yet to Gain Significant Ground                          21
      Hosted or Networked Server-based Call Centers on the Rise                          21
      Virtual Hosted Call Center Market - High Potential in the Offing               21
      Voice-Driven CRM and VoiceXML Enlarge Scope for Customer


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       Interactions                                   22
       Voice-Driven CRM                                       22
       Voice XML                                       22
      Help Desk and Call Center Companies Shift Solutions to
       Browser-based Architecture                                  23
      Other Technology-Based Trends in Call Centers                           23
     Cost and Budgetary Trends                                     23
      Telecommunication Costs Set for a Marginally Declining Trend                     23
      Operational Costs and Budgets Continue to Expand                            24
      Operational Services and Telecom Related Costs Corner Lion's
       Share                                        24
      End Use Vertical Industry Trends                              24
      Financial Services and Distribution - The Outsourcing Area of
       Choice                                       24
      Banks Increasingly Perceive Call Center as a Sales and
       Service Point                                   25
      Technology-Driven Banks Offering Service Enhancements at
       Contact Centers                                     25
       Intelligent Call Routing                            25
       Campaign Management Software                                      26
       Integration of Call Centers and Bank Branches                         26
       Customer Differentiation                               26
      Insurance Companies Lead in Call Center Technology Absorption                         26
     Global Trends In Offshore Call Center Location                          27
      Network Strategy - A Critical Component in selection of a New
       Destination                                    27
     Global Outsourced Contact Center Market - An Overview                         27
      Table 2: 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)                                       28


      Table 3: Global Business Process Outsourcing Industry (2007):
      Percentage Share Breakdown by Destination Location (includes
      corresponding Graph/Chart)                                   28


      Table 4: Global Business Process Outsourcing Industry (2007):
      Average Salaries for Entry Level Positions for South Africa,
      Mexico, China, Egypt, India, and Philippines (includes
      corresponding Graph/Chart)                                   29
     North American IP Contact Center Market                             29
      Benefits of IP Centers                                  29
      Obstacles for IP Deployment                                  29


 4. CONCEPTUAL OVERVIEW                                                  30
     Functional Definition                                 30
     Call Center Activities                                30
      Inbound Call Reception and Routing                                30
       Automated Inbound Call Routing                               30


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        Advantages of Automated inbound call routing applications                       30
      Outbound Telemarketing Call                                    31
      Call Handling Time                                    31
       Table 5: Global Call Centers Industry (2006): Call Handling
       Time (in seconds) for India, US, Canada, Spain, UK and
       Brazil (includes corresponding Graph/Chart)                            31
      Complaints Handling                                      31
      Customer Information Services / Help Desks                               32
      Debt Chasing                                        32
      Field Service Support                                    33
       Field service and support activity advantages include                       33
     Classification on the Basis of Ownership                             33
      In-House Centers                                     33
      Outsourced Call Centers                                   33
      Service Bureau                                       33
      Classification on the basis of Operations                          34
       Inbound Call Centers                                    34
       Outbound (Telemarketing) Centers                                   34
      Nature of Services Offered                                 34
       Consulting                                     34
       Outsourcing                                        34
       Training                                      34
        Vendor Sales                                      34
        Consultant Training                                35
     Call Center Technologies-By Area of Application                           35
      Voice                                          35
       Telephone Switches (ACDs) and Voice Networks                                 35
        Telephone Switches/Automated Call Distributors (ACDs)                           35
        Voice Networks                                     35
       Voice Response Systems (IVR/VRU)                                       35
        Voice Response Unit (VRU)                                    36
       Speech Recognition Technologies                                    36
       Voice Over Internet Protocol (VoIP)                               36
      Data                                           37
       Workstations and Databases                                    37
        Workstations                                      37
        Database                                      37
       Customer Relationship Management (CRM) Tools                                     37
        CRM Tools                                         37
         Enterprise CRM                                    37
         Mid-Market CRM                                        38
         Customer Data Integration                                  38
         Enterprise Analytics, Business Intelligence and Data
          Warehousing                                      38
       Computer Telephony Integration (CTI)                               38
      Web                                            38
       Website and E-mail                                      38
        Website                                       38
        E-Mail                                       39
       Web Integration (Text chat and Web Calls)                              39


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        Web Chat                                         39
        Web Call-back                                     39
       Fully Integrated Unified Messaging System                             39
       Multimedia Technologies                                     39
      Systems                                            40
       ACD Systems                                            40
       Automatic Call Distributor (ACD)                             40
       Outbound System                                         40
       Interactive Voice Response (IVR) Systems                              40
        Advantages of employing IVR system include                            41
       Voice Messaging Systems                                      41
        Simple Voice Message Broadcasting                                41
        Custom Voice Message Broadcasting                                    41
        Voice Message Broadcasting and Touchphone Response                                  42
      Software                                       42
       Workforce Management Software                                     42
        Workforce Automation Software                                   42
       Sales Force Automation Software                                  43
        For Sales Executives                                   43
        For Sales Manager                                      43
       Customer Interaction Software                                44
       CTI Enabling Software                                   44
       Call Monitoring Software                                44


 5. VERTICAL END-USE INDUSTRIES                                                   45
     Table 6: Worldwide Call Centers Market (2007): Percentage
     Breakdown of Call Center Spending by Major Vertical Markets -
     Financial Services, Telecommunications, Manufacturing,
     Transport and Others (includes corresponding Graph/Chart)                          45
     Telecommunications                                        45
     Financial Services (Inclusive of Banks and Insurance Firms)                       46
      Banks                                          46
       Banks Transform Call Centers for Organic Growth                            46
        Methodologies for Effective Cross Selling                        46
      Insurance Firms                                     47
     Hospitality                                     47
     Transportation                                       48
     Healthcare                                          48
     Manufacturing                                        48
     Retail and Distribution                                  49
     Utilities                                      49
     Outsourcing                                         49
      Table 7: 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)                                        50


 6. STRATEGIC INSIGHT                                               51


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     Site Location Strategies                                51
      Introduction to Site Location                           51
       The Basics                                      51
      Major Parameters in Site Location                               51
       Labor, Labor and Labor.                                51
       Education                                    52
       Infrastructure                               52
       Cost                                       52
      Labor Costs                                      52
      Infrastructure and Technology Costs                              53
      Occupancy/Real estate Costs                                  53
      Taxes                                       53
      Start-up Costs                                   53
      Other Factors in Site Selection                            53
     Cross-Media Centers' - A Preview of Next Generation 'Contact'
      Strategies                                   54
      Cross-Media Call Center Architecture                             54
      Queuing Architecture                                  54
       Queue Engine                                      54
     Contingency Strategies - Ensuring Business Continuity in a
      Disaster                                     54
      Down Time Hurts in a Time-Sensitive Environment                            54
      Business Continuity Plan - The Basics                            55
       Other Considerations While Drafting a Business Continuity Plan                  55


 7. EVOLUTION OF THE NEW AGE CONTACT CENTERS                                                  56
     CRM and Contact Centers - Two Worlds Apart                                  56
     The Contact Center Disharmony                                     57
     Contact Centers in Defense                                   57
      Complex Structural Setup                                   57
      Hierarchical Reporting Structure                            57
      Time to Realign Priorities                             58
     Evolution of the New Age Contact Centers: Critical Areas of Focus                 58
     In Conclusion                                     59
     The Modern Day Call Center                                    59
      Technologies in Use in a New Age Setup                                59
       Skill-based Routing                                  59
        Routing Strategies                               59
      Types of Contacts in a Contact Center                             60


 8. RELATED INDUSTRY DISCUSSION                                                  61
     Customer Experience Management                                        61
      CEM - Leveraging Call Center Data with Decision Making                          61
      CEM as a Value Proposition                                  61
       Proactive Problem Resolution                               61
       Delivering Marketing Feedback                               61
       Enhanced Sales Closures                                    62
       Risk Management                                      62
     Workforce Management                                         62




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 9. CALL CENTER CONSOLIDATION - WHETHER, WHY AND HOW                                                   63
     Widely Dispersed Call Centers - A Rationale                             63
     Motivators for Call center Consolidation                          64
     Costs of Scale                                      64
     A Review of Consolidation Activity                            65


 10. PERTINENT REGULATORY ISSUES                                                      66
     Legal and Regulatory Framework                                     66
      Predictive Dialing                                 66
       Tring.. Tring Hello ! ''.'                      66
        The Preface to the Showdown                                   66
     Privacy Legislations                                   67
      Federal Laws prohibits Sale of Consumer Health Data                          67
      Cell Phone Legislations Zap Outbound Calls'                            67


 11. TECHNOLOGICAL BREAKTHROUGHS / INNOVATIONS                                                    68
     Automatic Call Distributing (ACD) Products- From Standalone to
      Open and Networked Systems                                       68
     Add-on/ACD Enhancement Products                                         68
      ACD Message Boards                                         68
      Digital Announcers/Automated Attendants/ Fax-on-Demand                               69
       Digital Announcers                                   69
       Automated Attendants                                   69
       Fax-On-Demand                                          69
     Dialing Platforms - The Advent of Call Blending                         69
      Contact Management                                         70
     Turnkey Solutions - Moving Onto PC/IP Platforms                              70
     CTI Technologies on the Anvil                                 70
      CTI APIs and Middleware                                    70
      Placing of Outbound Calls                                  70
      Call Progress Detection                                 70
     Speech Recognition and Interactive Television Technologies                         71
     Internet / Web-enabling Technologies for Call Centers                        71
      Developments in Web-Enabling Technology                                    72
     Call-Through Technologies to Replace Call-Back and Text-Chat                          72


 12. NEW PRODUCT/SERVICE INTRODUCTIONS                                                       73
     Verizon Introduces Verizon VoIP Inbound                                73
     Step to Call Center Unveils Call Center Kit's Arabic Version                  73
     QualiPlex Software Introduces Unite PBX v2.0 and Unite Call
      Center v2.0                                      73
     Shiftboard Launches Scheduling Solution                                73
     Vodacom, Presence Technology and Inovo Introduces Call Center
      Service                                       74
     SFR Business Team Unveils Pack Contact                                   74
     Officescape Introduces Software for Call Centers                         74
     Vialinx Install On-Demand-Call Center Software of Five9                       74
     Zeacom Launches Record and Evaluate Module                                       75
     Chunghwa Forms joint Venture with Xiamen City's Government to
      Manage Call Center Business                                     75


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     Broadcore Commences Broadcore Call Center                                 75
     KUNNECT Introduces Hosted Call Center Solution                                76
     Tadiran Telecom Introduces Composit Contact Pro                           76
     Aspect Launches Aspect® Unified IPTM 6.6                                 76
     The PerformanceEdge Group to Introduce Hiring and eLearning
      Solutions                                      76
     Aspect Software Introduces PerformanceEdgeTM and Aspect®
      Unified IPTM Solutions                                  77
     Avaya Rolls Out new Customer Service Solutions Portfolios                      77
     Avaya Unveils New Customer Service Applications                           78
     Avaya Introduces Avaya IP Softphone                                 78
     Avaya Launches New Customer Service Call Box Solution                              78
     Avaya Unveils Wireless Telephones                               79
     Oracle Launches Oracle Contact Centre Anywhere 8.1.1                           79
     AirAsia X Introduces Toll-free Number                           79


 13. RECENT INDUSTRY ACTIVITY                                             80
     Teleperformance Acquires beCogent                                   80
     Moshi Moshi Hotline and Mitsui Set-Up Call Center Business in
      Vietnam                                        80
     Sykes Enterprises to Establish Call Center in Berlin                 80
     Teleperformance Initiates Costa Rican Call Center Operations                       80
     Artfest International Sets Up Network Marketing Call Center                   81
     Stream Global Services Completes eTelecare Global Solutions
      Integration                                    81
     Teleperformance Snaps Up Contact Center Services Provider
      Based in Turkey                                     81
     CCT Group Snaps Up Interactive Response Technologies                               81
     Sykes Enterprises Snaps Up ICT Group                                 82
     Bharti Teletech and Avaya Enter into Agreement                           82
     One To One Contacts Enters into Contracts with TOT Public and
      State Railway of Thailand                                82
     Macquarie Telecom Group Establishes MacquarieHUB                                   82
     Telekom and AsissTT Establish New Customer Care Center                              83
     C3 to Establish Call Center in Idaho                           83
     Rollins Deploys Upgraded EDGE 2020 and Interaction Optimizer
      in Call Centers                                    83
     Hinduja Global Solutions Took Over Careline Services                          83
     Sparsh BPO Services Signs Contract with Insurance Regulatory
      and Development Authority                                 83
     Lancaster Newspapers Opens Call Center                               84
     New York Daily News Deploys Five9 Virtual Call Center Software
      of Five9                                      84
     Videotron and Ministere de l'Emploi et de la Solidarite
      Sociale to Open New Customer Contact Center in Gatineau                           84
     Sitel Expands Call Center in Tenn                              84
     Aegis to Take Over Call Center of Sallie Mae in Texas                     85
     Pinnacle Security Upgrades Technology and Expands Call Center
      in Utah                                       85
     Ctrip.com International Opens New Customer Care Center in Jiangsu                       85


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     Ufone Opens New Customer Care Center in Lahore                               85
     Mortgage Contracting Services Introduces Call Center Service                  85
     Client Services Launches Call Center in Lenexa                      85
     UP Power Launches Computerized Call Centre                              86
     Sales Focus Establishes Call Centre in Kansas                       86
     LiveOps Enters into Partnership with Keniks                       86
     Teleperformance to Establish Contact Center                        86
     Oki Networks Improves Call Centre System                           87
     Hinduja Global Solutions Establishes Call Center in Iloilo              87
     Servion Consolidates Call Centre Operations for Kotak Group                   87
     Econet Starts Biggest Call Center                            88
     Allconnect Establishes New Sales Center in Virginia                    88
     CosmoCom and Tata Communications Enter into Partnership with S
      Tel                                          88
     Gartner Magic Quadrant Includes Aegis for North American CRM
      Contact Center BPO                                     88
     Lockheed Martin and U.S. Census Bureau Unveil Call Center in Utah                  88
     Sales Focus Establishes Inside Sales Call Center                       89
     DYXnet Opens IP Call Center                                  89
     Trustwave Set Up New Compliance Call Center                             89
     Coolpad Introduces the First 3G Video Call Center                      90
     Cox Communication to Close the Roanoke Call Center                           90
     Noble Systems Acquires Liberation® Product line from
      TeleDirect International                               90
     Noble Systems Acquires TouchStar Assets                            91
     Genesys Snaps Up SDE Software Development Engineering                              91
     Avaya Snaps Up Agile Software                                91
     Advanis Snaps Up Itracks Call Center                          92
     Avaya to Unveil New Customer Service Solutions                          92
     LG Electronics Launches Call Center in Lebanon                         92
     CNH Parts & Services Starts Operations at Technical Call-Center                   93
     Teleperformance India Begins Operations at New Contact Center
      in India                                     93
     Affiliated Computer Services Snaps Up e-Services Group
      International                                     93
     Transcom to Establish Call Center in Philippines                   94
     Avaya Acquires Nortel Enterprise Solutions                        94
     Aspect Takes Over Assets of AIM Technology                             94
     Dell to Take Over Perot Systems                              95
     Colorado Springs Utilities Adopts Qwest Call Center Solution                 96
     Hero Group Purchases Dalglen BPO                                  96
     Brasil Telecom to Start Call Center                          96
     Allsec Technologies Buys Kingdom Builders                          96
     Genpact Acquires Citi Group's Call Centers                        97
     Cystelcom and eGain Solutions Enter into Partnership                     97
     IA Global Purchases Asia Premier Executive Suites                       97
     MindPearl to Set Up Contact Center                            97
     Trend Micro to Start New Contact Center                           97
     Tech Mahindra to Establish Contact Center                          97
     Aspect Commences Technical Support Center                               98


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     Kenya Revenue Authority to Start Integrated Tax Management System                 98
     iiNet Starts Contact Center                         98
     EDS Commences Multivendor Management                                 98
     Tandberg to Start Help Desk Operations                         98
     BCR Asigurari Starts Call Center Service                    98
     AT&T Sets Up Call Center                              99
     Yucheng Technologies to Establish Contact Center                     99
     GPS Industries Starts Support and Service Call Center                99
     Allied Bank Signs Agreement with Telecard                       99
     Metro One Telecommunications Expands Contact Center Capacity                     99
     Healthdirect Starts Medical Contact Center                    100
     Amazon to Open New Call Center                             100
     ETelecare Global Solutions to Start Call Center                 100
     Sri Lanka Telecom Expands Contact Center Network                       100
     SynXis Launches Asia Pacific Call Center                       100
     Salmat SalesForce Starts Contact Center                        100
     IBM Commences Regional Contact Center in Malaysia                         100
     AAMI Starts New Contact Centre                             101
     Sitel to Establish Call Center                      101
     N.E.W. Customer Service Companies Commences Contact Center                        101
     Better Quality IT and Central Communication Merge                    101
     Trustmark Mutual Holding Purchases Health Contact Partners                 101
     Stratton Spain to Acquire Multienlace                      101
     DIRECTV Starts Huntington Call Center                          102
     Amacore Group Takes Over US Health Benefits Group                         102
     TeleTech Holdings Signs Agreement with Major Technology
      Products Company                                   102
     TeleTech Holdings Enters into Agreement with Major Mobile
      Communications Company                                   102
     UCMS Group Signs Outsourcing Contract                            102
     Integrated Quality Technologies Acquires Durham Contact Centre               102
     Enghouse Systems Takes Over Envox Group                              103
     Stream Global Acquires El Salvador Contact Center of Dell              103
     Eniro Finland Purchases Sentraali                         103
     GSI Commerce Signs Agreement with Innotrac                           103
     arvato Takes Over Qualytel Teleservices                       104
     Convergys Acquires Intervoice                           104
     Aegis BPO Services Purchases Call Center Division of AOL                   104
     Salesforce.com Takes Over InStranet                         104
     Vertical Thought Buys SOAdesk                              105
     Dnata Contact Purchases Share of Mindpearl Group                      105
     Appletree Answering Service Acquires Available Communications                105
     Firstsource Solutions to Purchase Call Center Operations              105
     Silverline Technologies Takes Over OMDR                          106
     Orange to Take Back Call Centers                           106
     Tata Sky and Ubona Technologies Sign Agreement                         106
     TTE Signs Partnership Agreement with Alcatel-Lucent                   106
     Guardian Capital Partners Acquires Stake in Corporate Call Center           107
     DTAC Establishes Call Centre                             107
     H1 Communication to Purchase CCB Call Center Bolaget                       107


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     Client Center Alliance Acquires Stake in SMST                        107
     European Aeronautic Defence and Space Takes Over PlantCML                         108
     Paxys to Purchase Stake in Ubaldo Reidenbach                          108
     Genpact Partners with Austin Logistics                         108
     Genpact and Ceridian Corporation Sign Contract                        108
     Affiliated Computer Services Takes Over Grupo Multivoice                   109
     Affiliated Computer Services and City of Riverside Sign Contract            109
     Affiliated Computer Services Opens New Call Center Facility                109
     Affiliated Computer Services Acquires Transportation
      Management Systems                                      109
     Affiliated Computer Services Signs Agreement with CompIQ
      Corporation                                      110
     Affiliated Computer Services Takes Over Communications
      Development                                       110
     Affiliated Computer Services Snaps Up Syan Holdings Limited                  110
     Alliance Data Systems Corporation Inks Extension Agreement
      with The City of Austin                               111
     StarHub and APAC Customer Services Sign Agreement                            111
     Aspect Opens Customer Briefing Centers                             111
     Domino's Pizza Selects Avaya                                 111
     Callray Communications Offers Avaya Compliant Solutions                     112
     TNL Contax Forms TODO BPO e Soluções em Tecnologia                               112
     Convergys Renews Contract with Comcast                               112
     Alcatel-Lucent and Convergys Sign Agreement                           113
     Convergys Acquires Shanghai Hong Xun Software                              113
     iiNet Authorizes Merchants to Establish and Operate Customer
      Service Center                                    113
     PCI Constructs Unified Communications Contact Center                       113
     Choice Hotels International Selects Sitel                      114
     Sitel to Start Customer Care Center                          114
     Sitel to Start Customer Care Facility in Erwin                 114
     Stellar Wins Tender Contract from Western Australian Electoral
      Commission                                        114
     Stellar Renews Contract with Simply Energy                         115
     Stellar Restaurant Solutions Bags Contract from Borriello
      Brothers                                        115
     Stellar Signs Deal with the Ethan Group                        115
     Stellar Signs Deal with Lake                             116
     Stream Holdings Merges with Global BPO                             116
     Sykes Enterprises Starts Contact Center within Denmark                     116
     Teleperformance Signs Agreement with First Call                      117
     Teleperformance Divests Stake in Institut Supérieur du
      Marketing and Institut Du Call Center                       117
     TeleTech Holdings Bags Contract from the U.S. General Services
      Administration                                   117
     Direct Alliance and EngagementHealth Enter into Agreement                    117
     TeleTech Holdings and JNET Communications Enter into Agreement                     118
     Transcom WorldWide Bags Contract from BBVA                               118
     VoiceObjects Enters into Agreement with UCMS Solutions                      118
     Ventura to Rebrand                                     118


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     Wipro BPO Enters into Partnership with AmBev                          119
     Wipro Technologies Starts Contact Center                            119
     TIVIT Merges with Telefutura                                 119


 14. FOCUS ON SELECT GLOBAL PLAYERS                                              120
     24/7Customer (India)                                   120
     Acumen Telecomunicaciones SA de CV (Mexico)                               120
     Alliance Data Systems, Inc. (US)                             120
     APAC Customer Services, Inc. (US)                               121
     ATOS Origin, S.A. (France)                                121
     Avaya Inc. (US)                                    121
     BT Communications Ireland Limited (Ireland)                         122
     Convergys Corp. (US)                                     122
     Datamatics Global Services Limited (India)                         122
     Entel Call Center (Chile)                              123
     EXL Service Holdings, Inc. (US)                              123
     Genpact (India)                                    123
     GTL Ltd. (India)                                   124
     HCL BPO Services NI Ltd                                   124
     IBM Daksh Business Process Services Pvt. Ltd (India)                      124
     Inkfish Call Centers Limited (UK)                            124
     Merchants Limited (UK)                                   125
     Plusoft Informatica (Brazil)                           125
     Quality Plus Callscan Australia Pty Ltd. (Australia)                125
     Sitel (US)                                      125
     Stream Global Services Inc. (US)                              126
     Sykes Enterprises, Inc. (US)                             126
     Teleperformance SA (France)                                   126
     Touchbase (UK)                                         126
     TRG Customer Solutions (US)                                   126
     Ventura Pvt Ltd (UK)                                   127
     West Corporation (US)                                    127
     Wipro Technologies Ltd (India)                               127


 15. GLOBAL MARKET PERSPECTIVE                                                 128
     Table 8: 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 2007 through 2015 (includes
     corresponding Graph/Chart)                                   128


     Table 9: World Historic Review 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 2006 (includes corresponding
     Graph/Chart)                                      129


     Table 10: World 11-Year Perspective for Call Centers by


Global Call Centers Industry                                                                                           Page 12/20
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ReportLinker                                                                               and Market Statistics


     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 2005,
     2010 & 2015 (includes corresponding Graph/Chart)                        130


 16. THE UNITED STATES                                             131
     A.Market Analysis                                     131
       Overview                                       131
        General Introduction                               131
       MNCs Chant the Outsourcing Mantra for Global Expansion                      131
        Outsourcing by Sector                                131
         Financial Services                               131
         Transportation Sector                              131
         Distribution Sector                             132
         Telecommunication Sector                                132
         Insurance and Utilities                           132
       Current and Future Analysis                              132
       Key Issues                                      133
        Cost Reduction Continues to Dictate Outsourcing Decisions              133
        Proximity to Headquarters - Prime Consideration for Site
         Selection                                   133
       Industry Trends                                   134
        Call Centers - Getting Bigger and More Sophisticated                 134
         Table 11: North American Call Centers Industry
         (2006-2008): Percentage Breakdown of Agents by In-House
         and Outsourced Positions (includes corresponding
         Graph/Chart)                                    135
        Web-Enabled Call Centers Set to Outpace Conventional Ones                   135
        Call Centers - A Major Employer                            136
        Workforce Turnover - On the Higher Side'                       136
        Outsourcing Adversely Affects US Call Center Jobs                    136
        Companies Emphasize on Quality of Customer Service                     136
       Vertical Market Trends                                137
        Financial Services, Banks and Insurance Remain Leading
         Investors                                   137
         Table 12: 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)                                    137
       Call Center Software Market in the US                          138
        Table 13: Contact Center Software Market in the US (2007):
        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)                               138


        Table 14: Leading Players in the US CRM Software Market
        (2006): Percentage Share Breakdown of Revenues for SAP,


Global Call Centers Industry                                                                                          Page 13/20
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ReportLinker                                                                              and Market Statistics


        Siebel, Amdocs, Oracle, Dendrite and Others (includes
        corresponding Graph/Chart)                               139
        US Dominates Call Center Software Usage                           139
        US-based Vendors Dominate Global Call Center Software Market                   139
        Superior functionality is the New Customer Mantra for Software           139
        IVR Set to Make Deeper Inroads into the Call Center Market               139
        Workforce Management Software Finds More Takers                          140
       Regulatory Issues in the US Industry                         140
        US Vs Europe - Safe Harbor and Effect on Call Centers                140
         Safe Harbor - What it Entails                        140
         Privacy Protection Policies - The Trans- Atlantic Divide          141
         How 'Safe' is Safe Harbor'                           142
       Legal and Regulatory Framework                               142
        Insurance Call Centers in California to Employ Licensed Agents           142
        DNC Registery                                    142
        Federal Laws prohibits Sale of Consumer Health Data                  143
     B.Market Analytics                                    144
       Table 15: US Recent Past, Current & Future Analysis for Call
       Centers Independently Analyzed with Annual Service Revenues
       in US$ million for the Years 2007 through 2015. (includes
       corresponding Graph/Chart)                                144


       Table 16: US Historic Review for Call Centers Independently
       Analyzed with Annual Service Revenues in US$ million for the
       Years 2000 through 2006 (includes corresponding Graph/Chart)                144


 17. CANADA                                              145
     A.Market Analysis                                     145
       Current and Future Analysis                             145
        Favorable Exchange Rate Encourages Outsourcing Operations                      145
         Table 17: Canadian Call Center Industry (2006- 2008):
         Percentage Breakdown of Outsourced Agent Positions by
         Domestic and Offshore Locations (includes corresponding
         Graph/Chart)                                   145
       Availability of Large English-Speaking and Multilingual
        Talent Pools                                    146
       Issues and Trends                                   146
        Unsolicited Telemarketing - Canada Fights Back                     146
        Call Centers into Less Populous Towns                          146
     B.Market Analytics                                    147
       Table 18: Canadian Recent Past, Current & Future Analysis
       for Call Centers Independently Analyzed with Annual Service
       Revenues in US$ million for the Years 2007 through 2015
       (includes corresponding Graph/Chart)                          147


       Table 19: Canadian Historic Review for Call Centers
       Independently Analyzed with Annual Service Revenues in US$
       million for the Years 2000 through 2006 (includes
       corresponding Graph/Chart)                                147




Global Call Centers Industry                                                                                         Page 14/20
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 18. JAPAN                                             148
     A.Market Analysis                                      148
       Current and Future Analysis                               148
     B.Market Analytics                                     148
       Table 20: Japanese Recent Past, Current & Future Analysis
       for Call Centers Independently Analyzed with Annual Service
       Revenues in US$ million for the Years 2007 through 2015
       (includes corresponding Graph/Chart)                            148


       Table 21: Japanese Historic Review for Call Centers
       Independently Analyzed with Annual Service Revenues in US$
       million for the Years 2000 through 2006 (includes
       corresponding Graph/Chart)                                 149


 19. EUROPE                                                150
     A.Market Analysis                                      150
       Current and Future Analysis                               150
       Issues and Trends                                    150
        Finance Industry Seeks Call Center Services                      150
        An Important Hub                                    150
        Highly Fragmented Market                                  151
        EU Call Center Revenues - A Four Nation Show'                         151
        Locational Parameters - Important Trends                        152
        Priority Requirements                               152
        High-Profile Locations                              152
         Ireland, the Netherlands and the United Kingdom                     152
          The Downside of the Success Story                            152
        Alternate Regional Destinations                           153
        Sub-regional Concept Rules Supreme                              153
       Market Drivers                                  154
        Educated and Multilingual Workforce - An Advantage                     154
        CRM Technologies Herald Evolution of Multimedia Contact
         Centers                                      154
        Rise in Internet and e-Commerce Spells Growth for Web-based
         Call Centers                                  154
       Market Trends                                    155
        Growth Moves to Small & Suburban Towns                               155
        Call centers Grow Techno-centric                           155
        Competition - Having it the Customer's way                      156
        Outsourced Call Center Agent Positions on the Rise                    156
        Internet-Call Center Integration Takes Wings in Europe                156
        Multimedia Contact Centers Spring up in Unexploited Markets                 157
       Technology Trends                                     157
        Voice over IP - Preferred Medium in Web-based Call Centers                  157
        Speech Recognition Technologies Hold Promising Potential                    158
        CTI - The New Buzz Word on the Rounds                            158
       Vertical Industry Highlights                          159
        Leading Call Center Revenue Earners                             159
        Banks and Insurance Step up the Gas on Call Center Usage                    159
         Banks                                       159


Global Call Centers Industry                                                                                           Page 15/20
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         Insurance Companies                                 159
     B.Market Analytics                                    160
       Table 22: 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 2007
       through 2015 (includes corresponding Graph/Chart)                   160


       Table 23: European Historic Review 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 2006 (includes
       corresponding Graph/Chart)                                161


       Table 24: 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 2005, 2010 & 2015 (includes corresponding Graph/Chart)               162


 19a.FRANCE                                                163
     A.Market Analysis                                     163
       Current and Future Analysis                            163
        A Leading West European Call Center Market                        163
        Home Banking & Finance Sectors Drive Call Center Growth                  163
         Table 25: 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)                                 164
     B.Market Analytics                                    165
       Table 26: French Recent Past, Current & Future Analysis for
       Call Centers Independently Analyzed with Annual Service
       Revenues in US$ million for the Years 2007 through 2015
       (includes corresponding Graph/Chart)                         165


       Table 27: French Historic Review for Call Centers
       Independently Analyzed with Annual Service Revenues in US$
       million for the Years 2000 through 2006 (includes
       corresponding Graph/Chart)                                165


 19b.GERMANY                                                166
     A.Market Analysis                                     166
       Current and Future Analysis                            166
       German Call Centers - An Introduction                        166
        Table 28: German Call Centers Market (2006): Percentage
        Breakdown of Number of Companies by Sales Revenues
        (includes corresponding Graph/Chart)                        167


Global Call Centers Industry                                                                                        Page 16/20
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       Issues and Trends                                    167
        Key Issues                                     167
         Stringent Labor Laws Restrict Rapid Growth                      167
         Liberalization Opens Avenues for Overseas Players                  167
         Stringent Regulatory Norms Set Up High Entry Barriers                 168
       Market Trends                                     168
        Increased use of Mobile Phones Restrict Web- Enabled Services                168
        ACD Systems - Promising Potential for Hardware Vendors                    168
       Market Drivers                                   169
        Exceptionally High Standards of Customer Service                    169
        Availability of Skilled and Relatively Low cost Labor            169
        Well-developed Infrastructure Facilities                   169
     B.Market Analytics                                     170
       Table 29: German Recent Past, Current & Future Analysis for
       Call Centers Independently Analyzed with Annual Service
       Revenues in US$ million for the Years 2007 through 2015
       (includes corresponding Graph/Chart)                           170


       Table 30: German Historic Review for Call Centers
       Independently Analyzed with Annual Service Revenues in US$
       million for the Years 2000 through 2006 (includes
       corresponding Graph/Chart)                                 170


 19c.ITALY                                             171
     A.Market Analysis                                      171
       Current and Future Analysis                              171
     B.Market Analytics                                     171
       Table 31: Italian Recent Past, Current & Future Analysis for
       Call Centers Independently Analyzed with Annual Service
       Revenues in US$ million for the Years 2007 through 2015
       (includes corresponding graph/Chart)                         171


       Table 32: Italian Historic Review for Call Centers
       Independently Analyzed with Annual Service Revenues in US$
       million for the Years 2000 through 2006 (includes
       corresponding Graph/Chart)                                 172


 19d.THE UNITED KINGDOM                                               173
     A.Market Analysis                                      173
       Current and Future Analysis                              173
        Largest and the Most Developed                             173
         Financial Services Command More Share                            174
       Issues and Trends                                    174
        UK Contact Center Industry - Growth Despite Adversities                174
        UK Companies Reverting to Domestic Call Centers                        174
     B.Market Analytics                                     175
       Table 33: UK Recent Past, Current & Future Analysis for Call
       Centers Independently Analyzed with Annual Service Revenues
       in US$ million for the Years 2007 through 2015 (includes
       corresponding Graph/Chart)                                 175


Global Call Centers Industry                                                                                           Page 17/20
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       Table 34: UK Historic Review for Call Centers Independently
       Analyzed with Annual Service Revenues in US$ million for the
       Years 2000 through 2006 (includes corresponding Graph/Chart)     175


 19e.SPAIN                                           176
     A.Market Analysis                                 176
       Current and Future Analysis                          176
       Market Drivers                                176
        Multilingual Workforce                          176
        Government Initiatives                          177
     B.Market Analytics                                177
       Table 35: Spanish Recent Past, Current & Future Analysis for
       Call Centers Independently Analyzed with Annual Service
       Revenues in US$ million for the Years 2007 through 2015
       (includes corresponding Graph/Chart)                       177


       Table 36: Spanish Review for Call Centers Market with Annual
       Service Revenues in US$ Million for Years 2000 through 2006
       (includes corresponding Graph/Chart)                       178


 19f.RUSSIA                                          179
     A.Market Analysis                                 179
       Overview - A Long Way to Go                            179
       Current and Future Analysis                          179
       Outlook-Not So Bleak After All                        179
       Issues and Trends                               179
        Leading Call Center Investors                        179
        Poor Telecom Infrastructure Continues to Impede Rapid
         Market Growth                                179
     B.Market Analytics




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Global Call Centers Industry

  • 1. Find Industry reports, Company profiles ReportLinker and Market Statistics >> Get this Report Now by email! Global Call Centers Industry Published on October 2010 Report Summary This report analyzes the worldwide markets for Call Centers in US$ Million. The report provides separate comprehensive analytics for the US, Canada, Japan, Europe, Asia-Pacific, Latin America, and Rest of World. Annual estimates and forecasts are provided for the period 2007 through 2015. A seven-year historic analysis is also provided for these markets. The report profiles 212 companies including many key and niche players such as 24/7Customer, Acumen Telecomunicaciones, Alliance Data Systems, Inc., APAC Customer Services, Inc., ATOS Origin, S.A., Avaya, Inc., British Telecom Northern Ireland, Convergys Corp, Datamatics Global Services Limited., Entel Call Center, EXL Service Holdings, Inc., Genpact, GTL Ltd., HCL BPO Services NI Ltd., IBM Daksh Business Process Services Pvt. Ltd., Inkfish Call Centers Limited, Merchants Limited, Plusoft Informatica, Quality Plus Callscan Australia Pty Ltd., Sitel, Stream International, Inc., Sykes Enterprises, Inc., Teleperformance SA, Touchbase, TRG Customer Solutions, Ventura Pvt Ltd., West Corporation, and Wipro Technologies Ltd. Market data and analytics are derived from primary and secondary research. Company profiles are mostly extracted from URL research and reported select online sources. Table of Content CALL CENTERS MCP-1145 A GLOBAL STRATEGIC BUSINESS REPORT CONTENTS 1. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS 1 Study Reliability and Reporting Limitations 1 Disclaimers 2 Data interpretation & reporting level 3 Quantitative Techniques & Analytics 3 Product Definitions and Scope of Study 3 2. INDUSTRY OVERVIEW 4 Current and Future Analysis 4 Down to the Basics - An Introduction 5 Call Centers - The Coming of Age 5 Current Scenario: A Review 6 Cooling World Economy Sours Prospects for Call Centers 6 Emerging Markets Although Hurting Stand Relatively Cushioned As Outsourcing Grows 7 Recession Implications for Call Centers Business Models 8 Outlook 8 Global Call Centers Industry Page 1/20
  • 2. Find Industry reports, Company profiles ReportLinker and Market Statistics Rising Focus on Investments and Tactics in 2011 9 3. GLOBAL ISSUES AND TRENDS 10 Key Issues 10 Cost Reduction & Efficiency Enhancements - Formulae for Survival & Growth 10 Cost Reductions - The Road to Success 10 Efficiency Enhancements - Vital Component 10 Human Resources - Ranking Above Technology 10 General Industry Trends 11 From 'Call' Centers to 'Contact' Centers 11 Multiple Outsourced Call Centers - Order of the Day 11 From CRM to eRM - Multichannel Centers on the Rise 11 CEM - A New Strategy or an Added Jargon' 12 Transformation from Cost Centers to Profit Centers 12 Rising Number of Home Agents 12 Emergence of Web 2.0 13 Worldwide Call Center Capacity Spurt 13 Outsourcing - Dominating Segment 13 Managing Multilingual Customers - CRM Comes to Aid 14 Complaints Handling - The Most Likely Outsourced Function 14 Cost Minimization Drives Call Centers to Low Wage Cities 14 Product and Technology Trends 15 Key Technologies Driving Growth: VoIP and Open, Standards- Based Software 15 Transforming Call Centers Market - Need for Technological Adaptability 15 Evolving Database Technologies and Management Strategies 15 The Emergence of Call Center 2.0 16 Innovations to Drive Profit Margins 16 Benefits of Call Center 2.0 17 Technological Features of Call Center 2.0 17 IP Contact Centers and UC to Register Robust Growth 18 Customer Support & Sales Force Automation Dominate Software Applications 18 Table 1: World Call Centers Market (2006): Percentage Share Breakdown by Training Types -Soft Skills, Telephone Courtesy and Others (includes corresponding Graph/Chart) 19 Advent of Internet Technologies Revolutionizing Call Centers 19 VoIP - Fast Replacing Circuit-Switched Architectures 19 Integrated Services - Offering a Level Playing Field to Small-and Mid-Sized Players 19 Speech Recognition Technologies Transform Agent Training 20 Web Sites and Call Centers - United They Thrive 20 Multi-site Call Routing Solutions - Popular with Large Global Firms 20 Customer Routing Yet to Gain Significant Ground 21 Hosted or Networked Server-based Call Centers on the Rise 21 Virtual Hosted Call Center Market - High Potential in the Offing 21 Voice-Driven CRM and VoiceXML Enlarge Scope for Customer Global Call Centers Industry Page 2/20
  • 3. Find Industry reports, Company profiles ReportLinker and Market Statistics Interactions 22 Voice-Driven CRM 22 Voice XML 22 Help Desk and Call Center Companies Shift Solutions to Browser-based Architecture 23 Other Technology-Based Trends in Call Centers 23 Cost and Budgetary Trends 23 Telecommunication Costs Set for a Marginally Declining Trend 23 Operational Costs and Budgets Continue to Expand 24 Operational Services and Telecom Related Costs Corner Lion's Share 24 End Use Vertical Industry Trends 24 Financial Services and Distribution - The Outsourcing Area of Choice 24 Banks Increasingly Perceive Call Center as a Sales and Service Point 25 Technology-Driven Banks Offering Service Enhancements at Contact Centers 25 Intelligent Call Routing 25 Campaign Management Software 26 Integration of Call Centers and Bank Branches 26 Customer Differentiation 26 Insurance Companies Lead in Call Center Technology Absorption 26 Global Trends In Offshore Call Center Location 27 Network Strategy - A Critical Component in selection of a New Destination 27 Global Outsourced Contact Center Market - An Overview 27 Table 2: 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) 28 Table 3: Global Business Process Outsourcing Industry (2007): Percentage Share Breakdown by Destination Location (includes corresponding Graph/Chart) 28 Table 4: Global Business Process Outsourcing Industry (2007): Average Salaries for Entry Level Positions for South Africa, Mexico, China, Egypt, India, and Philippines (includes corresponding Graph/Chart) 29 North American IP Contact Center Market 29 Benefits of IP Centers 29 Obstacles for IP Deployment 29 4. CONCEPTUAL OVERVIEW 30 Functional Definition 30 Call Center Activities 30 Inbound Call Reception and Routing 30 Automated Inbound Call Routing 30 Global Call Centers Industry Page 3/20
  • 4. Find Industry reports, Company profiles ReportLinker and Market Statistics Advantages of Automated inbound call routing applications 30 Outbound Telemarketing Call 31 Call Handling Time 31 Table 5: Global Call Centers Industry (2006): Call Handling Time (in seconds) for India, US, Canada, Spain, UK and Brazil (includes corresponding Graph/Chart) 31 Complaints Handling 31 Customer Information Services / Help Desks 32 Debt Chasing 32 Field Service Support 33 Field service and support activity advantages include 33 Classification on the Basis of Ownership 33 In-House Centers 33 Outsourced Call Centers 33 Service Bureau 33 Classification on the basis of Operations 34 Inbound Call Centers 34 Outbound (Telemarketing) Centers 34 Nature of Services Offered 34 Consulting 34 Outsourcing 34 Training 34 Vendor Sales 34 Consultant Training 35 Call Center Technologies-By Area of Application 35 Voice 35 Telephone Switches (ACDs) and Voice Networks 35 Telephone Switches/Automated Call Distributors (ACDs) 35 Voice Networks 35 Voice Response Systems (IVR/VRU) 35 Voice Response Unit (VRU) 36 Speech Recognition Technologies 36 Voice Over Internet Protocol (VoIP) 36 Data 37 Workstations and Databases 37 Workstations 37 Database 37 Customer Relationship Management (CRM) Tools 37 CRM Tools 37 Enterprise CRM 37 Mid-Market CRM 38 Customer Data Integration 38 Enterprise Analytics, Business Intelligence and Data Warehousing 38 Computer Telephony Integration (CTI) 38 Web 38 Website and E-mail 38 Website 38 E-Mail 39 Web Integration (Text chat and Web Calls) 39 Global Call Centers Industry Page 4/20
  • 5. Find Industry reports, Company profiles ReportLinker and Market Statistics Web Chat 39 Web Call-back 39 Fully Integrated Unified Messaging System 39 Multimedia Technologies 39 Systems 40 ACD Systems 40 Automatic Call Distributor (ACD) 40 Outbound System 40 Interactive Voice Response (IVR) Systems 40 Advantages of employing IVR system include 41 Voice Messaging Systems 41 Simple Voice Message Broadcasting 41 Custom Voice Message Broadcasting 41 Voice Message Broadcasting and Touchphone Response 42 Software 42 Workforce Management Software 42 Workforce Automation Software 42 Sales Force Automation Software 43 For Sales Executives 43 For Sales Manager 43 Customer Interaction Software 44 CTI Enabling Software 44 Call Monitoring Software 44 5. VERTICAL END-USE INDUSTRIES 45 Table 6: Worldwide Call Centers Market (2007): Percentage Breakdown of Call Center Spending by Major Vertical Markets - Financial Services, Telecommunications, Manufacturing, Transport and Others (includes corresponding Graph/Chart) 45 Telecommunications 45 Financial Services (Inclusive of Banks and Insurance Firms) 46 Banks 46 Banks Transform Call Centers for Organic Growth 46 Methodologies for Effective Cross Selling 46 Insurance Firms 47 Hospitality 47 Transportation 48 Healthcare 48 Manufacturing 48 Retail and Distribution 49 Utilities 49 Outsourcing 49 Table 7: 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) 50 6. STRATEGIC INSIGHT 51 Global Call Centers Industry Page 5/20
  • 6. Find Industry reports, Company profiles ReportLinker and Market Statistics Site Location Strategies 51 Introduction to Site Location 51 The Basics 51 Major Parameters in Site Location 51 Labor, Labor and Labor. 51 Education 52 Infrastructure 52 Cost 52 Labor Costs 52 Infrastructure and Technology Costs 53 Occupancy/Real estate Costs 53 Taxes 53 Start-up Costs 53 Other Factors in Site Selection 53 Cross-Media Centers' - A Preview of Next Generation 'Contact' Strategies 54 Cross-Media Call Center Architecture 54 Queuing Architecture 54 Queue Engine 54 Contingency Strategies - Ensuring Business Continuity in a Disaster 54 Down Time Hurts in a Time-Sensitive Environment 54 Business Continuity Plan - The Basics 55 Other Considerations While Drafting a Business Continuity Plan 55 7. EVOLUTION OF THE NEW AGE CONTACT CENTERS 56 CRM and Contact Centers - Two Worlds Apart 56 The Contact Center Disharmony 57 Contact Centers in Defense 57 Complex Structural Setup 57 Hierarchical Reporting Structure 57 Time to Realign Priorities 58 Evolution of the New Age Contact Centers: Critical Areas of Focus 58 In Conclusion 59 The Modern Day Call Center 59 Technologies in Use in a New Age Setup 59 Skill-based Routing 59 Routing Strategies 59 Types of Contacts in a Contact Center 60 8. RELATED INDUSTRY DISCUSSION 61 Customer Experience Management 61 CEM - Leveraging Call Center Data with Decision Making 61 CEM as a Value Proposition 61 Proactive Problem Resolution 61 Delivering Marketing Feedback 61 Enhanced Sales Closures 62 Risk Management 62 Workforce Management 62 Global Call Centers Industry Page 6/20
  • 7. Find Industry reports, Company profiles ReportLinker and Market Statistics 9. CALL CENTER CONSOLIDATION - WHETHER, WHY AND HOW 63 Widely Dispersed Call Centers - A Rationale 63 Motivators for Call center Consolidation 64 Costs of Scale 64 A Review of Consolidation Activity 65 10. PERTINENT REGULATORY ISSUES 66 Legal and Regulatory Framework 66 Predictive Dialing 66 Tring.. Tring Hello ! ''.' 66 The Preface to the Showdown 66 Privacy Legislations 67 Federal Laws prohibits Sale of Consumer Health Data 67 Cell Phone Legislations Zap Outbound Calls' 67 11. TECHNOLOGICAL BREAKTHROUGHS / INNOVATIONS 68 Automatic Call Distributing (ACD) Products- From Standalone to Open and Networked Systems 68 Add-on/ACD Enhancement Products 68 ACD Message Boards 68 Digital Announcers/Automated Attendants/ Fax-on-Demand 69 Digital Announcers 69 Automated Attendants 69 Fax-On-Demand 69 Dialing Platforms - The Advent of Call Blending 69 Contact Management 70 Turnkey Solutions - Moving Onto PC/IP Platforms 70 CTI Technologies on the Anvil 70 CTI APIs and Middleware 70 Placing of Outbound Calls 70 Call Progress Detection 70 Speech Recognition and Interactive Television Technologies 71 Internet / Web-enabling Technologies for Call Centers 71 Developments in Web-Enabling Technology 72 Call-Through Technologies to Replace Call-Back and Text-Chat 72 12. NEW PRODUCT/SERVICE INTRODUCTIONS 73 Verizon Introduces Verizon VoIP Inbound 73 Step to Call Center Unveils Call Center Kit's Arabic Version 73 QualiPlex Software Introduces Unite PBX v2.0 and Unite Call Center v2.0 73 Shiftboard Launches Scheduling Solution 73 Vodacom, Presence Technology and Inovo Introduces Call Center Service 74 SFR Business Team Unveils Pack Contact 74 Officescape Introduces Software for Call Centers 74 Vialinx Install On-Demand-Call Center Software of Five9 74 Zeacom Launches Record and Evaluate Module 75 Chunghwa Forms joint Venture with Xiamen City's Government to Manage Call Center Business 75 Global Call Centers Industry Page 7/20
  • 8. Find Industry reports, Company profiles ReportLinker and Market Statistics Broadcore Commences Broadcore Call Center 75 KUNNECT Introduces Hosted Call Center Solution 76 Tadiran Telecom Introduces Composit Contact Pro 76 Aspect Launches Aspect® Unified IPTM 6.6 76 The PerformanceEdge Group to Introduce Hiring and eLearning Solutions 76 Aspect Software Introduces PerformanceEdgeTM and Aspect® Unified IPTM Solutions 77 Avaya Rolls Out new Customer Service Solutions Portfolios 77 Avaya Unveils New Customer Service Applications 78 Avaya Introduces Avaya IP Softphone 78 Avaya Launches New Customer Service Call Box Solution 78 Avaya Unveils Wireless Telephones 79 Oracle Launches Oracle Contact Centre Anywhere 8.1.1 79 AirAsia X Introduces Toll-free Number 79 13. RECENT INDUSTRY ACTIVITY 80 Teleperformance Acquires beCogent 80 Moshi Moshi Hotline and Mitsui Set-Up Call Center Business in Vietnam 80 Sykes Enterprises to Establish Call Center in Berlin 80 Teleperformance Initiates Costa Rican Call Center Operations 80 Artfest International Sets Up Network Marketing Call Center 81 Stream Global Services Completes eTelecare Global Solutions Integration 81 Teleperformance Snaps Up Contact Center Services Provider Based in Turkey 81 CCT Group Snaps Up Interactive Response Technologies 81 Sykes Enterprises Snaps Up ICT Group 82 Bharti Teletech and Avaya Enter into Agreement 82 One To One Contacts Enters into Contracts with TOT Public and State Railway of Thailand 82 Macquarie Telecom Group Establishes MacquarieHUB 82 Telekom and AsissTT Establish New Customer Care Center 83 C3 to Establish Call Center in Idaho 83 Rollins Deploys Upgraded EDGE 2020 and Interaction Optimizer in Call Centers 83 Hinduja Global Solutions Took Over Careline Services 83 Sparsh BPO Services Signs Contract with Insurance Regulatory and Development Authority 83 Lancaster Newspapers Opens Call Center 84 New York Daily News Deploys Five9 Virtual Call Center Software of Five9 84 Videotron and Ministere de l'Emploi et de la Solidarite Sociale to Open New Customer Contact Center in Gatineau 84 Sitel Expands Call Center in Tenn 84 Aegis to Take Over Call Center of Sallie Mae in Texas 85 Pinnacle Security Upgrades Technology and Expands Call Center in Utah 85 Ctrip.com International Opens New Customer Care Center in Jiangsu 85 Global Call Centers Industry Page 8/20
  • 9. Find Industry reports, Company profiles ReportLinker and Market Statistics Ufone Opens New Customer Care Center in Lahore 85 Mortgage Contracting Services Introduces Call Center Service 85 Client Services Launches Call Center in Lenexa 85 UP Power Launches Computerized Call Centre 86 Sales Focus Establishes Call Centre in Kansas 86 LiveOps Enters into Partnership with Keniks 86 Teleperformance to Establish Contact Center 86 Oki Networks Improves Call Centre System 87 Hinduja Global Solutions Establishes Call Center in Iloilo 87 Servion Consolidates Call Centre Operations for Kotak Group 87 Econet Starts Biggest Call Center 88 Allconnect Establishes New Sales Center in Virginia 88 CosmoCom and Tata Communications Enter into Partnership with S Tel 88 Gartner Magic Quadrant Includes Aegis for North American CRM Contact Center BPO 88 Lockheed Martin and U.S. Census Bureau Unveil Call Center in Utah 88 Sales Focus Establishes Inside Sales Call Center 89 DYXnet Opens IP Call Center 89 Trustwave Set Up New Compliance Call Center 89 Coolpad Introduces the First 3G Video Call Center 90 Cox Communication to Close the Roanoke Call Center 90 Noble Systems Acquires Liberation® Product line from TeleDirect International 90 Noble Systems Acquires TouchStar Assets 91 Genesys Snaps Up SDE Software Development Engineering 91 Avaya Snaps Up Agile Software 91 Advanis Snaps Up Itracks Call Center 92 Avaya to Unveil New Customer Service Solutions 92 LG Electronics Launches Call Center in Lebanon 92 CNH Parts & Services Starts Operations at Technical Call-Center 93 Teleperformance India Begins Operations at New Contact Center in India 93 Affiliated Computer Services Snaps Up e-Services Group International 93 Transcom to Establish Call Center in Philippines 94 Avaya Acquires Nortel Enterprise Solutions 94 Aspect Takes Over Assets of AIM Technology 94 Dell to Take Over Perot Systems 95 Colorado Springs Utilities Adopts Qwest Call Center Solution 96 Hero Group Purchases Dalglen BPO 96 Brasil Telecom to Start Call Center 96 Allsec Technologies Buys Kingdom Builders 96 Genpact Acquires Citi Group's Call Centers 97 Cystelcom and eGain Solutions Enter into Partnership 97 IA Global Purchases Asia Premier Executive Suites 97 MindPearl to Set Up Contact Center 97 Trend Micro to Start New Contact Center 97 Tech Mahindra to Establish Contact Center 97 Aspect Commences Technical Support Center 98 Global Call Centers Industry Page 9/20
  • 10. Find Industry reports, Company profiles ReportLinker and Market Statistics Kenya Revenue Authority to Start Integrated Tax Management System 98 iiNet Starts Contact Center 98 EDS Commences Multivendor Management 98 Tandberg to Start Help Desk Operations 98 BCR Asigurari Starts Call Center Service 98 AT&T Sets Up Call Center 99 Yucheng Technologies to Establish Contact Center 99 GPS Industries Starts Support and Service Call Center 99 Allied Bank Signs Agreement with Telecard 99 Metro One Telecommunications Expands Contact Center Capacity 99 Healthdirect Starts Medical Contact Center 100 Amazon to Open New Call Center 100 ETelecare Global Solutions to Start Call Center 100 Sri Lanka Telecom Expands Contact Center Network 100 SynXis Launches Asia Pacific Call Center 100 Salmat SalesForce Starts Contact Center 100 IBM Commences Regional Contact Center in Malaysia 100 AAMI Starts New Contact Centre 101 Sitel to Establish Call Center 101 N.E.W. Customer Service Companies Commences Contact Center 101 Better Quality IT and Central Communication Merge 101 Trustmark Mutual Holding Purchases Health Contact Partners 101 Stratton Spain to Acquire Multienlace 101 DIRECTV Starts Huntington Call Center 102 Amacore Group Takes Over US Health Benefits Group 102 TeleTech Holdings Signs Agreement with Major Technology Products Company 102 TeleTech Holdings Enters into Agreement with Major Mobile Communications Company 102 UCMS Group Signs Outsourcing Contract 102 Integrated Quality Technologies Acquires Durham Contact Centre 102 Enghouse Systems Takes Over Envox Group 103 Stream Global Acquires El Salvador Contact Center of Dell 103 Eniro Finland Purchases Sentraali 103 GSI Commerce Signs Agreement with Innotrac 103 arvato Takes Over Qualytel Teleservices 104 Convergys Acquires Intervoice 104 Aegis BPO Services Purchases Call Center Division of AOL 104 Salesforce.com Takes Over InStranet 104 Vertical Thought Buys SOAdesk 105 Dnata Contact Purchases Share of Mindpearl Group 105 Appletree Answering Service Acquires Available Communications 105 Firstsource Solutions to Purchase Call Center Operations 105 Silverline Technologies Takes Over OMDR 106 Orange to Take Back Call Centers 106 Tata Sky and Ubona Technologies Sign Agreement 106 TTE Signs Partnership Agreement with Alcatel-Lucent 106 Guardian Capital Partners Acquires Stake in Corporate Call Center 107 DTAC Establishes Call Centre 107 H1 Communication to Purchase CCB Call Center Bolaget 107 Global Call Centers Industry Page 10/20
  • 11. Find Industry reports, Company profiles ReportLinker and Market Statistics Client Center Alliance Acquires Stake in SMST 107 European Aeronautic Defence and Space Takes Over PlantCML 108 Paxys to Purchase Stake in Ubaldo Reidenbach 108 Genpact Partners with Austin Logistics 108 Genpact and Ceridian Corporation Sign Contract 108 Affiliated Computer Services Takes Over Grupo Multivoice 109 Affiliated Computer Services and City of Riverside Sign Contract 109 Affiliated Computer Services Opens New Call Center Facility 109 Affiliated Computer Services Acquires Transportation Management Systems 109 Affiliated Computer Services Signs Agreement with CompIQ Corporation 110 Affiliated Computer Services Takes Over Communications Development 110 Affiliated Computer Services Snaps Up Syan Holdings Limited 110 Alliance Data Systems Corporation Inks Extension Agreement with The City of Austin 111 StarHub and APAC Customer Services Sign Agreement 111 Aspect Opens Customer Briefing Centers 111 Domino's Pizza Selects Avaya 111 Callray Communications Offers Avaya Compliant Solutions 112 TNL Contax Forms TODO BPO e Soluções em Tecnologia 112 Convergys Renews Contract with Comcast 112 Alcatel-Lucent and Convergys Sign Agreement 113 Convergys Acquires Shanghai Hong Xun Software 113 iiNet Authorizes Merchants to Establish and Operate Customer Service Center 113 PCI Constructs Unified Communications Contact Center 113 Choice Hotels International Selects Sitel 114 Sitel to Start Customer Care Center 114 Sitel to Start Customer Care Facility in Erwin 114 Stellar Wins Tender Contract from Western Australian Electoral Commission 114 Stellar Renews Contract with Simply Energy 115 Stellar Restaurant Solutions Bags Contract from Borriello Brothers 115 Stellar Signs Deal with the Ethan Group 115 Stellar Signs Deal with Lake 116 Stream Holdings Merges with Global BPO 116 Sykes Enterprises Starts Contact Center within Denmark 116 Teleperformance Signs Agreement with First Call 117 Teleperformance Divests Stake in Institut Supérieur du Marketing and Institut Du Call Center 117 TeleTech Holdings Bags Contract from the U.S. General Services Administration 117 Direct Alliance and EngagementHealth Enter into Agreement 117 TeleTech Holdings and JNET Communications Enter into Agreement 118 Transcom WorldWide Bags Contract from BBVA 118 VoiceObjects Enters into Agreement with UCMS Solutions 118 Ventura to Rebrand 118 Global Call Centers Industry Page 11/20
  • 12. Find Industry reports, Company profiles ReportLinker and Market Statistics Wipro BPO Enters into Partnership with AmBev 119 Wipro Technologies Starts Contact Center 119 TIVIT Merges with Telefutura 119 14. FOCUS ON SELECT GLOBAL PLAYERS 120 24/7Customer (India) 120 Acumen Telecomunicaciones SA de CV (Mexico) 120 Alliance Data Systems, Inc. (US) 120 APAC Customer Services, Inc. (US) 121 ATOS Origin, S.A. (France) 121 Avaya Inc. (US) 121 BT Communications Ireland Limited (Ireland) 122 Convergys Corp. (US) 122 Datamatics Global Services Limited (India) 122 Entel Call Center (Chile) 123 EXL Service Holdings, Inc. (US) 123 Genpact (India) 123 GTL Ltd. (India) 124 HCL BPO Services NI Ltd 124 IBM Daksh Business Process Services Pvt. Ltd (India) 124 Inkfish Call Centers Limited (UK) 124 Merchants Limited (UK) 125 Plusoft Informatica (Brazil) 125 Quality Plus Callscan Australia Pty Ltd. (Australia) 125 Sitel (US) 125 Stream Global Services Inc. (US) 126 Sykes Enterprises, Inc. (US) 126 Teleperformance SA (France) 126 Touchbase (UK) 126 TRG Customer Solutions (US) 126 Ventura Pvt Ltd (UK) 127 West Corporation (US) 127 Wipro Technologies Ltd (India) 127 15. GLOBAL MARKET PERSPECTIVE 128 Table 8: 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 2007 through 2015 (includes corresponding Graph/Chart) 128 Table 9: World Historic Review 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 2006 (includes corresponding Graph/Chart) 129 Table 10: World 11-Year Perspective for Call Centers by Global Call Centers Industry Page 12/20
  • 13. Find Industry reports, Company profiles ReportLinker and Market Statistics 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 2005, 2010 & 2015 (includes corresponding Graph/Chart) 130 16. THE UNITED STATES 131 A.Market Analysis 131 Overview 131 General Introduction 131 MNCs Chant the Outsourcing Mantra for Global Expansion 131 Outsourcing by Sector 131 Financial Services 131 Transportation Sector 131 Distribution Sector 132 Telecommunication Sector 132 Insurance and Utilities 132 Current and Future Analysis 132 Key Issues 133 Cost Reduction Continues to Dictate Outsourcing Decisions 133 Proximity to Headquarters - Prime Consideration for Site Selection 133 Industry Trends 134 Call Centers - Getting Bigger and More Sophisticated 134 Table 11: North American Call Centers Industry (2006-2008): Percentage Breakdown of Agents by In-House and Outsourced Positions (includes corresponding Graph/Chart) 135 Web-Enabled Call Centers Set to Outpace Conventional Ones 135 Call Centers - A Major Employer 136 Workforce Turnover - On the Higher Side' 136 Outsourcing Adversely Affects US Call Center Jobs 136 Companies Emphasize on Quality of Customer Service 136 Vertical Market Trends 137 Financial Services, Banks and Insurance Remain Leading Investors 137 Table 12: 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) 137 Call Center Software Market in the US 138 Table 13: Contact Center Software Market in the US (2007): 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) 138 Table 14: Leading Players in the US CRM Software Market (2006): Percentage Share Breakdown of Revenues for SAP, Global Call Centers Industry Page 13/20
  • 14. Find Industry reports, Company profiles ReportLinker and Market Statistics Siebel, Amdocs, Oracle, Dendrite and Others (includes corresponding Graph/Chart) 139 US Dominates Call Center Software Usage 139 US-based Vendors Dominate Global Call Center Software Market 139 Superior functionality is the New Customer Mantra for Software 139 IVR Set to Make Deeper Inroads into the Call Center Market 139 Workforce Management Software Finds More Takers 140 Regulatory Issues in the US Industry 140 US Vs Europe - Safe Harbor and Effect on Call Centers 140 Safe Harbor - What it Entails 140 Privacy Protection Policies - The Trans- Atlantic Divide 141 How 'Safe' is Safe Harbor' 142 Legal and Regulatory Framework 142 Insurance Call Centers in California to Employ Licensed Agents 142 DNC Registery 142 Federal Laws prohibits Sale of Consumer Health Data 143 B.Market Analytics 144 Table 15: US Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015. (includes corresponding Graph/Chart) 144 Table 16: US Historic Review for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart) 144 17. CANADA 145 A.Market Analysis 145 Current and Future Analysis 145 Favorable Exchange Rate Encourages Outsourcing Operations 145 Table 17: Canadian Call Center Industry (2006- 2008): Percentage Breakdown of Outsourced Agent Positions by Domestic and Offshore Locations (includes corresponding Graph/Chart) 145 Availability of Large English-Speaking and Multilingual Talent Pools 146 Issues and Trends 146 Unsolicited Telemarketing - Canada Fights Back 146 Call Centers into Less Populous Towns 146 B.Market Analytics 147 Table 18: Canadian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding Graph/Chart) 147 Table 19: Canadian Historic Review for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart) 147 Global Call Centers Industry Page 14/20
  • 15. Find Industry reports, Company profiles ReportLinker and Market Statistics 18. JAPAN 148 A.Market Analysis 148 Current and Future Analysis 148 B.Market Analytics 148 Table 20: Japanese Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding Graph/Chart) 148 Table 21: Japanese Historic Review for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart) 149 19. EUROPE 150 A.Market Analysis 150 Current and Future Analysis 150 Issues and Trends 150 Finance Industry Seeks Call Center Services 150 An Important Hub 150 Highly Fragmented Market 151 EU Call Center Revenues - A Four Nation Show' 151 Locational Parameters - Important Trends 152 Priority Requirements 152 High-Profile Locations 152 Ireland, the Netherlands and the United Kingdom 152 The Downside of the Success Story 152 Alternate Regional Destinations 153 Sub-regional Concept Rules Supreme 153 Market Drivers 154 Educated and Multilingual Workforce - An Advantage 154 CRM Technologies Herald Evolution of Multimedia Contact Centers 154 Rise in Internet and e-Commerce Spells Growth for Web-based Call Centers 154 Market Trends 155 Growth Moves to Small & Suburban Towns 155 Call centers Grow Techno-centric 155 Competition - Having it the Customer's way 156 Outsourced Call Center Agent Positions on the Rise 156 Internet-Call Center Integration Takes Wings in Europe 156 Multimedia Contact Centers Spring up in Unexploited Markets 157 Technology Trends 157 Voice over IP - Preferred Medium in Web-based Call Centers 157 Speech Recognition Technologies Hold Promising Potential 158 CTI - The New Buzz Word on the Rounds 158 Vertical Industry Highlights 159 Leading Call Center Revenue Earners 159 Banks and Insurance Step up the Gas on Call Center Usage 159 Banks 159 Global Call Centers Industry Page 15/20
  • 16. Find Industry reports, Company profiles ReportLinker and Market Statistics Insurance Companies 159 B.Market Analytics 160 Table 22: 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 2007 through 2015 (includes corresponding Graph/Chart) 160 Table 23: European Historic Review 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 2006 (includes corresponding Graph/Chart) 161 Table 24: 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 2005, 2010 & 2015 (includes corresponding Graph/Chart) 162 19a.FRANCE 163 A.Market Analysis 163 Current and Future Analysis 163 A Leading West European Call Center Market 163 Home Banking & Finance Sectors Drive Call Center Growth 163 Table 25: 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) 164 B.Market Analytics 165 Table 26: French Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding Graph/Chart) 165 Table 27: French Historic Review for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart) 165 19b.GERMANY 166 A.Market Analysis 166 Current and Future Analysis 166 German Call Centers - An Introduction 166 Table 28: German Call Centers Market (2006): Percentage Breakdown of Number of Companies by Sales Revenues (includes corresponding Graph/Chart) 167 Global Call Centers Industry Page 16/20
  • 17. Find Industry reports, Company profiles ReportLinker and Market Statistics Issues and Trends 167 Key Issues 167 Stringent Labor Laws Restrict Rapid Growth 167 Liberalization Opens Avenues for Overseas Players 167 Stringent Regulatory Norms Set Up High Entry Barriers 168 Market Trends 168 Increased use of Mobile Phones Restrict Web- Enabled Services 168 ACD Systems - Promising Potential for Hardware Vendors 168 Market Drivers 169 Exceptionally High Standards of Customer Service 169 Availability of Skilled and Relatively Low cost Labor 169 Well-developed Infrastructure Facilities 169 B.Market Analytics 170 Table 29: German Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding Graph/Chart) 170 Table 30: German Historic Review for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart) 170 19c.ITALY 171 A.Market Analysis 171 Current and Future Analysis 171 B.Market Analytics 171 Table 31: Italian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding graph/Chart) 171 Table 32: Italian Historic Review for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart) 172 19d.THE UNITED KINGDOM 173 A.Market Analysis 173 Current and Future Analysis 173 Largest and the Most Developed 173 Financial Services Command More Share 174 Issues and Trends 174 UK Contact Center Industry - Growth Despite Adversities 174 UK Companies Reverting to Domestic Call Centers 174 B.Market Analytics 175 Table 33: UK Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding Graph/Chart) 175 Global Call Centers Industry Page 17/20
  • 18. Find Industry reports, Company profiles ReportLinker and Market Statistics Table 34: UK Historic Review for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart) 175 19e.SPAIN 176 A.Market Analysis 176 Current and Future Analysis 176 Market Drivers 176 Multilingual Workforce 176 Government Initiatives 177 B.Market Analytics 177 Table 35: Spanish Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding Graph/Chart) 177 Table 36: Spanish Review for Call Centers Market with Annual Service Revenues in US$ Million for Years 2000 through 2006 (includes corresponding Graph/Chart) 178 19f.RUSSIA 179 A.Market Analysis 179 Overview - A Long Way to Go 179 Current and Future Analysis 179 Outlook-Not So Bleak After All 179 Issues and Trends 179 Leading Call Center Investors 179 Poor Telecom Infrastructure Continues to Impede Rapid Market Growth 179 B.Market Analytics Global Call Centers Industry Page 18/20
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