LONDON, UNITED KINGDOM -- (MARKET WIRE) -- 04/30/08 -- Reportlinker.com announces that a new market research report related to the Call centers industry is available in its catalogue.
World Call Centers Markets
http://www.reportlinker.com/p087286/World-Call-Centers-Markets.html
This report analyzes the worldwide markets for Call Centers in Millions of US$. The report provides separate comprehensive analytics for the US, Canada, Japan, Europe, Asia-Pacific, Latin America, and Rest of World. Annual forecasts are provided for each region for the period of 2000 through 2015. The report profiles 241 companies including many key and niche players worldwide 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 Technologies Ltd, Entel Call Center, EXL Service Holdings, Inc., Genpact, GTL 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, Touchbase, TRG Customer Solutions, Ventura, West Corporation, and Wipro Technologies. Market data and analytics are derived from primary and secondary research. Company profiles are mostly extracted from URL research and reported select online sources.
CONTENTS
I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS
Study Reliability and Reporting Limitations I-1
Disclaimers I-2
Data interpretation & reporting level I-2
Quantitative Techniques & Analytics I-2
Product Definitions and Scope of Study I-3
II. EXECUTIVE SUMMARY
1. Industry Overview II-1
Down to the Basics - An Introduction II-1
Global Call Centers Industry - Snapshots II-2
2. Call Centers - An Outlook II-4
Call Centers - The Coming of Age II-4
Current and Future Analysis II-4
Table 1: World Market for Call Centers (2000-2010):
Geographic Regions Ranked by Growth - Asia-Pacific, Latin
America, Canada, Japan, Europe, US and Rest of World
(includes corresponding Graph/Chart) II-5
3. Global Issues and Trends II-6
Key Issues II-6
Cost Reduction & Efficiency Enhancements - Formulae for
Survival & Growth II-6
Cost Reductions - The Road to Success II-6
Efficiency Enhancements - Vital Component II-6
Human Resources - Ranking Above Technology II-6
General Industry Trends II-7
From 'Call' Centers to 'Contact' Centers II-7
Multiple Outsourced Call Centers - Order of the Day II-7
From CRM to eRM - Multichannel Centers on the Rise II-7
CEM - A New Strategy or an Added Jargon? II-8
Transformation from Cost Centers to Profit Centers II-8
Worldwide Call Center Capacity Spurt II-8
Table 2:World Recent Past, Current and Future Analysis for
Call Centers by Select Geographic Regions - US, Canada, EMEA
(Europe, Middle East and Africa), Asia-Pacific (including
Japan), and Latin America Markets Independently Analyzed
for the Years 2003 through 2008 (includes corresponding
Graph/Chart) II-9
Outsourcing - Dominating Segment II-9
Managing Multilingual Customers - CRM Comes to Aid II-9
Complaints Handling - The Most Likely Outsourced Function II-10
Employment Trends II-10
Call Centers - The Fastest Growing Employer II-10
Table 3: Number of Agents in Call Centers by Select
Geographic Regions - US, Canada, EMEA (Europe, Middle East
and Africa), Asia-Pacific (including Japan), and Latin
America for the Years 2003 through 2008 (In Thousands)
(includes corresponding Graph/Chart) II-11
Table 4: Global Call Center Industry (2006): Employee
Turnover Rate (in %) for India, Ireland, Israel, US,
Brazil, UK and Poland (includes corresponding Graph/Chart) II-11
Cost Minimization Drives Call Centers to Low Wage Cities II-11
Product and Technology Trends II-12
Key Technologies Driving Growth: VoIP and Open, Standards-
Based Software II-12
Transforming Call Centers Market - Need for Technological
Adaptability II-12
Evolving Database Technologies and Management Strategies II-12
The Emergence of Call Center 2.0 II-13
Innovations to Drive Profit Margins II-13
Benefits of Call Center 2.0 II-14
Technological Features of Call Center 2.0 II-14
IP Contact Centers and UC to Register Robust Growth II-14
Customer Support & Sales Force Automation Dominate Software
Applications II-15
Table 5: World Call Centers Market (2006): Percentage Share
Breakdown by Training Types -Soft Skills, Telephone
Courtesy and Others (includes corresponding Graph/Chart) II-15
Advent of Internet Technologies Revolutionizing Call Centers II-16
VoIP - Fast Replacing Circuit-Switched Architectures II-16
Integrated Services - Offering a Level Playing Field to
Small-and Mid-Sized Players II-16
Speech Recognition Technologies Transform Agent Training II-16
Web Sites and Call Centers - United They Thrive II-17
Multi-site Call Routing Solutions - Popular with Large
Global Firms II-17
Customer Routing Yet to Gain Significant Ground II-17
Hosted or Networked Server-based Call Centers on the Rise II-18
Virtual Hosted Call Center Market - High Potential in the
Offing II-18
Voice-Driven CRM and VoiceXML Enlarge Scope for Customer
Interactions II-18
Voice-Driven CRM II-18
Voice XML II-19
Help Desk and Call Center Companies Shift Solutions to
Browser-based Architecture II-19
Other Technology-Based Trends in Call Centers II-20
Cost and Budgetary Trends II-20
Telecommunication Costs Set for a Marginally Declining Trend II-20
Operational Costs and Budgets Continue to Expand II-20
Operational Services and Telecom Related Costs Corner Lion's
Share II-20
End Use Vertical Industry Trends II-21
Financial Services and Distribution - The Outsourcing Area
of Choice II-21
Banks Increasingly Perceive Call Center as a Sales and
Service Point II-21
Technology-Driven Banks Offering Service Enhancements at
Contact Centers II-21
Intelligent Call Routing II-22
Campaign Management Software II-22
Integration of Call Centers and Bank Branches II-22
Customer Differentiation II-22
Insurance Companies Lead in Call Center Technology Absorption II-23
Global Trends In Offshore Call Center Location II-23
Network Strategy - A Critical Component in selection of a
New Destination II-23
Global Outsourced Contact Center Market - An Overview II-24
Table 6: Leading Players in the World Outsourced Contact
Center Market (2006): Percentage Breakdown of Sales Revenues
for Convergys, Sitel, Teleperformance, Teletech,, West,
Sykes, ICT Group and Others (includes corresponding
Graph/Chart) II-24
North American IP Contact Center Market II-24
Benefits of IP Centers II-25
Obstacles for IP Deployment II-25
4. Conceptual Overview II-26
Functional Definition II-26
Call Center Activities II-26
Inbound Call Reception and Routing II-26
Automated Inbound Call Routing II-26
Advantages of Automated inbound call routing applications II-26
Outbound Telemarketing Call II-26
Call Handling Time II-27
Table 7: Global Call Centers Industry (2006): Call Handling
Time (in seconds) for India, US, Canada, Spain, UK and
Brazil (includes corresponding Graph/Chart) II-27
Complaints Handling II-27
Customer Information Services / Help Desks II-28
Debt Chasing II-28
Field Service Support II-28
Field service and support activity advantages include II-28
Classification on the Basis of Ownership II-29
In-House Centers II-29
Outsourced Call Centers II-29
Service Bureau II-29
Classification on the basis of Operations II-29
Inbound Call Centers II-29
Outbound (Telemarketing) Centers II-29
Nature of Services Offered II-30
Consulting II-30
Outsourcing II-30
Training II-30
Vendor Sales II-30
Consultant Training II-30
Call Center Technologies-By Area of Application II-30
Voice II-30
Telephone Switches (ACDs) and Voice Networks II-30
Telephone Switches/Automated Call Distributors (ACDs) II-30
Voice Networks II-31
Voice Response Systems (IVR/VRU) II-31
Voice Response Unit (VRU) II-31
Speech Recognition Technologies II-31
Voice Over Internet Protocol (VoIP) II-32
Data II-32
Workstations and Databases II-32
Workstations II-32
Database II-32
Customer Relationship Management (CRM) Tools II-33
CRM Tools II-33
Enterprise CRM II-33
Mid-Market CRM II-33
Customer Data Integration II-33
Enterprise Analytics, Business Intelligence and Data
Warehousing II-33
Computer Telephony Integration (CTI) II-33
Web II-34
Website and E-mail II-34
Website II-34
E-Mail II-34
Web Integration (Text chat and Web Calls) II-34
Web Chat II-34
Web Call-back II-34
Fully Integrated Unified Messaging System II-35
Multimedia Technologies II-35
Systems II-35
ACD Systems II-35
Automatic Call Distributor (ACD) II-35
Outbound System II-36
Interactive Voice Response (IVR) Systems II-36
Advantages of employing IVR system include II-36
Voice Messaging Systems II-36
Simple Voice Message Broadcasting II-36
Custom Voice Message Broadcasting II-37
Voice Message Broadcasting and Touchphone Response II-37
Software II-37
Workforce Management Software II-37
Workforce Automation Software II-37
Sales Force Automation Software II-38
For Sales Executives II-38
For Sales Manager II-38
Customer Interaction Software II-39
CTI Enabling Software II-39
Call Monitoring Software II-39
5. Vertical End-Use Industries II-40
Table 8: Worldwide Call Centers Market (2007E): Percentage
Breakdown of Call Center Spending by Major Vertical Markets -
Financial Services, Telecommunications, Manufacturing,
Transport and Others (includes corresponding Graph/Chart) II-40
Telecommunications II-40
Financial Services (Inclusive of Banks and Insurance Firms) II-41
Banks II-41
Banks Transform Call Centers for Organic Growth II-41
Methodologies for Effective Cross Selling II-41
Insurance Firms II-42
Hospitality II-42
Transportation II-42
Healthcare II-42
Manufacturing II-43
Retail and Distribution II-43
Utilities II-44
Outsourcing II-44
Table 9: Worldwide Call Centers Market (2007): Percentag
e
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) II-45
6. Strategic Insight II-46
Site Location Strategies II-46
Introduction to Site Location II-46
The Basics II-46
Major Parameters in Site Location II-46
Labor, Labor and Labor . II-46
Education II-47
Infrastructure II-47
Cost II-47
Labor Costs II-47
Infrastructure and Technology Costs II-47
Occupancy/Real estate Costs II-48
Taxes II-48
Start-up Costs II-48
Other Factors in Site Selection II-48
Cross-Media Centers' - A Preview of Next Generation 'Contact'
Strategies II-48
Cross-Media Call Center Architecture II-49
Queuing Architecture II-49
Queue Engine II-49
Contingency Strategies - Ensuring Business Continuity in a
Disaster II-49
Down Time Hurts in a Time-Sensitive Environment II-49
Business Continuity Plan - The Basics II-49
Other Considerations While Drafting a Business Continuity Plan II-50
7. Evolution of the New Age Contact Centers II-51
CRM and Contact Centers - Two Worlds Apart II-51
The Contact Center Disharmony II-52
Contact Centers in Defense II-52
Complex Structural Setup II-52
Hierarchical Reporting Structure II-52
Time to Realign Priorities II-53
Evolution of the New Age Contact Centers: Critical Areas of
Focus II-53
In Conclusion II-53
The Modern Day Call Center II-54
Technologies in Use in a New Age Setup II-54
Skill-based Routing II-54
Routing Strategies II-54
Types of Contacts in a Contact Center II-55
8. Related Industry Discussion II-56
Customer Experience Management II-56
CEM - Leveraging Call Center Data with Decision Making II-56
CEM as a Value Proposition II-56
Proactive Problem Resolution II-56
Delivering Marketing Feedback II-56
Enhanced Sales Closures II-56
Risk Management II-57
Workforce Management II-57
9. Call Center Consolidation - Whether, Why and How II-58
Widely Dispersed Call Centers - A Rationale II-58
Motivators for Call center Consolidation II-59
Costs of Scale II-59
A Review of Consolidation Activity II-59
Worldwide Call Centers Market: List of Major Acquisitions
(2003-2007) II-60
10. Pertinent Regulatory Issues II-62
Legal and Regulatory Framework II-62
Predictive Dialing II-62
Tring .. Tring Hello ! ? ? .? II-62
The Preface to the Showdown II-62
Privacy Legislations II-63
Federal Laws prohibits Sale of Consumer Health Data II-63
Cell Phone Legislations Zap Outbound Calls? II-63
11. Technological Breakthroughs / Innovations II-64
Automatic Call Distributing (ACD) Products- From Standalone
to Open and Networked Systems II-64
Add-on/ACD Enhancement Products II-64
ACD Message Boards II-64
Digital Announcers/Automated Attendants/ Fax-on-Demand II-65
Digital Announcers II-65
Automated Attendants II-65
Fax-On-Demand II-65
Dialing Platforms - The Advent of Call Blending II-65
Contact Management II-65
Turnkey Solutions - Moving Onto PC/IP Platforms II-66
CTI Technologies on the Anvil II-66
CTI APIs and Middleware II-66
Placing of Outbound Calls II-66
Call Progress Detection II-66
Speech Recognition and Interactive Television Technologies II-66
Internet / Web-enabling Technologies for Call Centers II-67
Developments in Web-Enabling Technology II-67
Call-Through Technologies to Replace Call-Back and Text-Chat II-68
12. New Product/Service Introductions II-69
Glowpoint to Launch its Contact Center Solution II-69
Avaya to Introduce New Communications Solutions II-69
Avaya Launches New CEBP Solution II-70
Convergys Launches Infinys Series 3 II-70
Avaya Launches Customer Interaction Express for Midsize
Businesses II-70
Aepona Launches Call Centre Control, C3 II-71
CCDS Launches Centcom II-71
Convergys Rolls Out the Advanced Version of Infinys(TM) II-71
Amadeus Unveils New Dynamic Desktop II-72
Sprint Unveils Contact Center Solution II-72
Avaya Introduces New Avaya Interaction Center 7.1 II-72
Brasil Telecom Launches Call Center Solution II-73
Transera Introduces a New Call Centre Solution in India II-73
Altura Launches IntelliCenter 7.0 Call Center II-73
Transera(TM) Communications Introduces Seratel(TM), Call Center
Management Software II-73
Microsoft Corp. Releases Microsoft® Customer Care Framework II-74
Toshiba Launches Informal Contact Center Solution II-74
Genesys Introduces IP-Enabled GVP to Serve Enterprise II-74
Envox Launches Envox CT ADE 8.4 II-74
Symon Unveils Symon Digital Appliance(TM) (SDA-500) for Video
Networks II-74
Telisma, VoiceGenie Technologies and Open Communications
Introduce teliSpeech for the European Markets II-75
Chevin Launches New Network Management Tool II-75
Avaya Inc. Launches Contact Center Express II-75
Adeptra Introduces Auto-resolution Services For Collections II-75
Adeptra Introduces Auto-resolution Services For Collections II-75
Avaya Inc. Introduces Avaya Contact Center Express II-75
SER Solutions Launches CPS Enterprise Edition (CPS E2(TM) II-76
SoundBite Communications Introduces SoundBite 5.0 for
Financial Services II-76
Avaya Rolls Out Real-Time Management Solution II-76
13. Recent Industry Activity II-77
Convergys Signs Contract to Provide Billing Managed Services II-77
Convergys to Launch New Contact Centers in Kansas and North
Carolina II-77
CrysTelCall Launches Contact Center in Jordan II-77
Elisa Corporation to Take Over First Orange II-78
Verint Acquires Mercom II-78
Amacore and Optimus Sign a Strategic Agreement II-78
Convergys Signs HR Services Contract with Johnson & Johnson II-78
Blackstone Group to Acquire Alliance Data Systems II-78
IBM to Open a New Facility in Indiana II-79
Federal Government to Open a New Centrelink Call Center II-79
Cordia to Launch a New Contact Center Facility in Cebu II-79
ACS Bags Contract for Call Center in Texas II-79
LivePerson Enters Partnership with 24/7 Customer II-79
Black Box Opens Call Center for Technical Support in Tennessee II-80
PFSweb Expands Customer Service Operations in Asia II-80
IRT Completes Acquisition of CCC Interactive II-80
Aegis BPO Acquires Majority Stake in Global Vantedge II-80
Alere Medical Opens New Call Center in Ohio II-80
PacificNet Enters into a Joint Venture with BellSystem24 II-81
Espire, Success and MasterPiece Launch India's First Japanese
Call Center II-81
American Airlines Shifts Asia-Pacific Call Center to India II-81
Excelior Takes Over Call Center Business of AAPT II-81
OneCall Solutions Acquires e-Centric II-82
Stream Acquires Supra Telecom Contact Center II-82
HTMT Acquires Immaculate Interactions II-82
TMWA Renews Service Contract with Alliance Data II-82
ADC Secures Multi Year Service Contract from Pinellas County
Utilities II-83
Atos Worldline Bags Contract from French MGP II-83
Axiom Systems and Atos Origin Extend Alliance II-83
Teleperformance to Take Over SFR Contact Centers II-84
ClientLogic Merges with SITEL II-84
APAC Bags Contract from Expedia® Corporate Travel II-84
CMP Media Takes Over Customer Contact Center Standard II-84
Convergys Acquires AOL Contact Center II-85
Maybank Launches Largest Malaysian Bank Call Center II-85
eMoney Expands Call Center Operations in the US II-85
DaimlerChrysler Expands Operations at Spanish Americas Contact
Center II-85
TelstraClear Launches New Call Center II-85
Atos Worldline Enters into Contract with Lyonnaise II-86
Canadian Solutions and Bacolod Businessmen Open Call Center II-86
CCC to Set Up New Contact Center at Leipzig II-86
Transcom Establishes New CRM Services Contact Center at Dresden II-86
Ntl Telewest Signs a License Agreement for Convergys II-86
The Minneapolis Star Tribune Signs Multiple-Year Contract with
APAC II-87
Bank of America Unveils a New Call Center in New Wichita II-87
Atos Origin Restructures Societe Generale's Employee Savings'
Call Center Services II-87
Accor Commences Chinese Call Center in Guangzhou II-88
RCN Renews Contract with Convergys II-88
Midcontinent Communications Extends Contract with Convergys II-88
IBM Korea Signs Contract with Hanaro Telecom II-88
Entrust Federal Credit Enters into Agreement with PSCU
Financial Services II-89
Telegraaf Media Enters into Agreement with Atos Origin II-89
GECAD ePayment Merges With GECAD Cvantage II-89
CMP Technology Acquires CCCS II-89
Convergys Enters into a Service Contract with Saudi Telecom II-90
Computer Generated Solutions Takes Over EasyCall II-90
West Corp Takes Over InPulse Response II-90
Answernet Acquires Outsourcing Services Provider, Unicall
International II-90
Raya Acquires a Majority Stake in Egyptian Call Center II-90
CapTel® Establishes Call Center in Milwaukee II-91
Telstra Establishes Call Center in Australia II-91
Five9 and Smart Communications Sign Agreement to Open Call
Centers II-91
Alliance Data and WPS Resources Sign Agreement for Customer
Care Solutions II-91
Sabio Bags Contract from Leeds City Council II-92
OneLink Divests Call Center Inc. II-92
DIRECTV Forms New Technical Call Center II-92
Alliance Data and Green Mountain Sign Agreement II-93
Lockheed Martin Bags US$120 Million Contract II-93
SR.Teleperformance Launches New Unit in Japan II-93
24/7 Customer and Aviva Open New Call Center in Chennai II-93
SR.Teleperformance Establishes Operations in Chile II-93
Teleperformance Acquires Stake in Photel II-94
Teleperformance Acquires Direct Star II-94
Teleperformance Acquires Majority Stake in SCMG II-94
APAC Inaugurates Second Customer Services Center in Philippines II-94
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