This document provides a summary of the global call centers industry market from 2007 to 2015. It profiles over 200 companies in the industry and analyzes market trends, technologies, and vertical industry spending. The key points are:
1) The report analyzes the worldwide call centers market from 2007 to 2015, providing separate data for regions and countries.
2) It profiles over 200 companies in the industry, including major players like 24/7Customer, Avaya, Convergys, and Sykes, as well as niche players.
3) The document covers industry trends, technologies, vertical industry usage, strategic insights, and new product introductions to provide an overview of the global call centers market.
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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
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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,
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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
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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
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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
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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
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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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