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Global Call Centers Industry

NEW YORK, Dec. 12, 2012 /PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:

Global Call Centers Industry

http://www.reportlinker.com/p087286/Global-Call-Centers-Industry.html#ut...

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 2010 through 2018. A six-year historic analysis is also provided for these markets. The report profiles 185 companies including many key and niche players such as [24]7 Inc., Acumen Telecomunicaciones SA de CV, Alliance Data Systems, Inc., Expert Global Solutions, Inc., Aspect Software Inc., ATOS S.A., Avaya Inc., BT Communications (Ireland) Limited, Capita Customer Management Limited, Convergys Corp., Datamatics Global Services Limited, Dimension Data Group Company, Merchants Limited, Entel Call Center, EXL Service Holdings, Inc., Genpact, GTL Ltd., HCL BPO Services NI Ltd., IBM Global Process Services Pvt. Ltd., Plusoft Informatica Ltda, Quality Plus Callscan Australia Pty Ltd., Sitel, Stream Global Services Inc., Sykes Enterprises, Inc., Teleperformance SA, TRG Customer Solutions, West Corporation, and Wipro Technologies Ltd. Market data and analytics are derived from primary and secondary research. Company profiles are primarily based upon search engine sources in the public domain.

I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONSStudy Reliability and Reporting Limitations I-1Disclaimers I-2Data Interpretation & Reporting Level I-2Quantitative Techniques & Analytics I-3Product Definitions and Scope of Study I-3II. EXECUTIVE SUMMARY

1. INDUSTRY OVERVIEW II-1

A Quick Primer II-1

Down to the Basics - An Introduction II-2

Call Centers - The Coming of Age II-2

Impact of the 2007-2009 Recession In Retrospect II-3

Recession Fuels Changes in Call Centers Business Models II-4

Recession Heightens the Focus On Investments and Tactics II-4

Impact of Europe's Debt Crisis: A Review II-5

2. GLOBAL ISSUES AND TRENDS II-6Key Issues II-6Call Centers & the Regulatory Environment II-6Cost Reduction & Efficiency Enhancements - Formulae forSurvival & Growth II-6Cost Reductions - The Road to Success II-6Efficiency Enhancements - Vital Component II-7Human Resources - Ranking Above Technology II-7General Industry Trends II-7From 'Call' Centers to 'Contact' Centers II-7Multiple Outsourced Call Centers - Order of the Day II-8From CRM to eRM - Multichannel Centers on the Rise II-8CEM Gathers Steam II-8Transformation from Cost Centers to Profit Centers II-8Rising Number of Home Agents II-9Emergence of Web 2.0 II-9Worldwide Call Center Capacity Spurt II-9Managing Multilingual Customers - CRM Comes to Aid II-10Complaints Handling - The Most Likely Outsourced Function II-10Cost Minimization Drives Call Centers to Low Wage Cities II-10SMB Sector Gathers Steam II-10Right Shoring & Blending Gains Traction in Call CenterOperations II-11Vertical Specific Offerings Gain Popularity II-11Use of Innovative IT Technologies Make The Contact Center "SMART" II-11Simplifying Complexities in Contact Center Processes: A KeyArea of Focus II-11Integration of Social Media & the Contact Center: A Key Trend II-12Call Center Applications Diversify to Include Mobile Apps II-12Table 1: World Contact Center Applications Market (2011):Percentage Breakdown of Revenues of Leading Vendors(includes corresponding Graph/Chart) II-13

Table 2: World Contact Center Applications Market (2011):

Percentage Breakdown of Revenues by Product Market (includes

corresponding Graph/Chart) II-13

Product and Technology Trends II-14

Key Technologies Driving Growth: VoIP and Open, Standards-

Based Software II-14

Transforming Call Centers Market - Need for Technological

Adaptability II-14

Evolving Database Technologies and Management Strategies II-14

The Emergence of Call Center 2.0 II-15

Innovations to Drive Profit Margins II-15

Benefits of Call Center 2.0 II-16

Technological Features of Call Center 2.0 II-16

IP Contact Centers and UC to Register Robust Growth II-16

Customer Support & Sales Force Automation Dominate Software

Applications II-17

Advent of Internet Technologies Revolutionizing Call Centers II-17

VoIP - Fast Replacing Circuit-Switched Architectures II-18

Integrated Services - Offering a Level Playing Field to

Small-and Mid-Sized Players II-18

Speech Recognition Technologies Transform Agent Training II-18

Web Sites and Call Centers - United They Thrive II-18

Multi-site Call Routing Solutions - Popular with Large Global

Firms II-19

Customer Routing Yet to Gain Significant Ground II-19

Hosted or Networked Server-based Call Centers on the Rise II-19

Virtual Hosted Call Center Market - High Potential II-20

Voice-Driven CRM and VoiceXML Enlarge Scope for Customer

Interactions II-20

Voice-Driven CRM II-20

Voice XML II-20

Help Desk and Call Center Companies Shift Solutions to

Browser-based Architecture II-21

Other Technology-Based Trends in Call Centers II-21

Cost and Budgetary Trends II-22

Telecommunication Costs Set for a Marginally Declining Trend II-22

Operational Costs and Budgets Continue to Expand II-22

Operational Services and Telecom Related Costs Corner Lion's

Share II-22

End Use Vertical Industry Trends II-22

Financial Services and Distribution - The Outsourcing Area of

Choice II-22

Banks Increasingly Perceive Call Center as a Sales and

Service Point II-23

Technology-Driven Banks Offering Service Enhancements at

Contact Centers II-23

Intelligent Call Routing II-23

Campaign Management Software II-24

Integration of Call Centers and Bank Branches II-24

Customer Differentiation II-24

Insurance Companies Lead in Call Center Technology Absorption II-24

Global Trends in Offshore Call Center Location II-24

Network Strategy - A Critical Component in selection of a New

Destination II-25

Global Outsourced Contact Center Market - An Overview II-25

North American IP Contact Center Market II-25

Benefits of IP Centers II-26

Obstacles for IP Deployment II-26

3. CONCEPTUAL OVERVIEW II-27Functional Definition II-27Call Center Activities II-27Inbound Call Reception and Routing II-27Automated Inbound Call Routing II-27Advantages of Automated inbound call routing applicationsinclude: II-27Outbound Telemarketing Call II-27Call Handling Time II-28Complaints Handling II-28Customer Information Services / Help Desks II-28Debt Chasing II-29Field Service Support II-29Field service and support activity advantages include: II-29Classification on the Basis of Ownership II-29In-House Centers II-29Outsourced Call Centers II-30Service Bureau II-30Classification on the basis of Operations II-30Inbound Call Centers II-30Outbound (Telemarketing) Centers II-30Nature of Services Offered II-30Consulting II-30Outsourcing II-30Training II-31Call Center Technologies-By Area of Application II-31Voice II-31Telephone Switches (ACDs) and Voice Networks II-31Voice Response Systems (IVR/VRU) II-32Speech Recognition Technologies II-32Voice Over Internet Protocol (VoIP) II-32Data II-33Workstations and Databases II-33Customer Relationship Management (CRM) Tools II-33CRM Tools II-33Enterprise CRM II-33Mid-Market CRM II-34Customer Data Integration II-34Enterprise Analytics, Business Intelligence and DataWarehousing II-34Computer Telephony Integration (CTI) II-34Web II-34Website and E-mail II-34Website II-34E-Mail II-35Web Integration (Text chat and Web Calls) II-35Web Chat II-35Web Call-back II-35Fully Integrated Unified Messaging System II-35Multimedia Technologies II-35Systems II-36ACD Systems II-36Automatic Call Distributor (ACD) II-36Outbound System II-36Interactive Voice Response (IVR) Systems II-36Voice Messaging Systems II-37Simple Voice Message Broadcasting II-37Custom Voice Message Broadcasting II-37Voice Message Broadcasting and Touchphone Response II-37Software II-38Workforce Management Software II-38Workforce Automation Software II-38Sales Force Automation Software II-38For Sales Executives II-39For Sales Manager II-39Customer Interaction Software II-39CTI Enabling Software II-39Call Monitoring Software II-40

4. VERTICAL END-USE INDUSTRIES II-41

Table 3: Worldwide Call Centers Market (2011): Percentage

Breakdown of Call Center Spending by Major Vertical Markets -

Financial Services, Telecommunications, Manufacturing,

Transport and Others (includes corresponding Graph/Chart) II-41

Telecommunications II-41

Financial Services (Inclusive of Banks and Insurance Firms) II-42

Banks II-42

Banks Transform Call Centers for Organic Growth II-42

Methodologies for Effective Cross Selling II-42

Insurance Firms II-43

Hospitality II-43

Transportation II-43

Healthcare II-44

Manufacturing II-44

Retail and Distribution II-45

Utilities II-45

Outsourcing II-45

5. STRATEGIC INSIGHT II-46Site Location Strategies II-46Introduction to Site Location II-46The Basics II-46Major Parameters in Site Location II-46Labor, Labor and Labor II-46Education II-47Infrastructure II-47Cost II-47Labor Costs II-47Infrastructure and Technology Costs II-47Occupancy/Real estate Costs II-48Taxes II-48Start-up Costs II-48Other Factors in Site Selection II-48'Cross-Media Centers' - A Preview of Next Generation 'Contact'Strategies II-48Cross-Media Call Center Architecture II-49Queuing Architecture II-49Queue Engine II-49Contingency Strategies - Ensuring Business Continuity in aDisaster II-49Down Time Hurts in a Time-Sensitive Environment II-49Business Continuity Plan - The Basics II-49Other Considerations While Drafting a Business Continuity Plan II-50

6. 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

7. RELATED INDUSTRY DISCUSSION II-56Customer Experience Management II-56CEM - Leveraging Call Center Data with Decision Making II-56CEM as a Value Proposition II-56Workforce Management II-57

8. 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

9. PERTINENT REGULATORY ISSUES II-60Legal and Regulatory Framework II-60Predictive Dialing II-60Tring.. Tring Hello ! ??.? II-60The Preface to the Showdown II-60Privacy Legislations II-61Federal Laws prohibits Sale of Consumer Health Data II-61Cell Phone Legislations Zap Outbound Calls? II-61

10. TECHNOLOGICAL BREAKTHROUGHS/ INNOVATIONS II-62

Automatic Call Distributing (ACD) Products- From Standalone to

Open and Networked Systems II-62

Add-on/ACD Enhancement Products II-62

ACD Message Boards II-62

Digital Announcers/Automated Attendants/ Fax-on-Demand II-63

Digital Announcers II-63

Automated Attendants II-63

Fax-On-Demand II-63

Dialing Platforms - The Advent of Call Blending II-63

Contact Management II-63

Turnkey Solutions - Moving Onto PC/IP Platforms II-64

CTI Technologies on the Anvil II-64

CTI APIs and Middleware II-64

Placing of Outbound Calls II-64

Call Progress Detection II-64

Speech Recognition and Interactive Television Technologies II-65

Internet / Web-enabling Technologies for Call Centers II-65

Developments in Web-Enabling Technology II-65

Call-Through Technologies to Replace Call-Back and Text-Chat II-66

11. NEW PRODUCT/SERVICE INTRODUCTIONS II-67Nigerian Communication Commission (NCC) Launches EmergencyCall Centers II-67Jack Henry Launches a New Call Center Product Named jhaCallCenter II-67HP Launches New Solution for Revamping Enterprise Contact Centers II-67Adtech Unveils Cloud-Based Verint® Solution II-68Easy Office Unveils Enhanced Virtual Call Center Solution II-68SalesPortal Unveils New Campaign Dashboard for Contact CenterCampaign Analytics II-69Nextiva Unveils NextOS VoIP Technology Platform II-70NeoVox Enters into Agreement with Windstream II-70MSEDCL Establishes State-of-the-Art Contact Centre II-71Aurix Introduces Cloud Based Analyst 1.5 II-71Acqueon Launches AiQ 4.0 Solution with Advanced MobileApplication and Social MediaFeatures II-72Oki Introduces Cloud-Based Unique Customer-Specific EXaaS CallCenter Service II-72OBS Introduces Managed Contact Center Cloud-Based Service II-73M-Tel Introduces M-Tel Call Center 0700 and M-Tel Call Center0800 Service II-73

12. PRODUCT INNOVATIONS/LAUNCHES IN THE RECENT PAST - A

PERSPECTIVE BUILDER II-74

Convergys Introduces Interaction Composer and Developer Zone II-74

IntelePeer Introduces Contact Center Services to Enhance

Outbound Contact Centers' Performance and Revenue II-74

Verizon Introduces Verizon VoIP Inbound II-75

Step to Call Center Unveils Call Center Kit's Arabic Version II-75

QualiPlex Software Introduces Unite PBX v2.0 and Unite Call

Center v2.0 II-75

Shiftboard Launches Scheduling Solution II-76

Vodacom, Presence Technology and Inovo Introduces Call Center

Service II-76

SFR Business Team Unveils Pack Contact II-76

Officescape Introduces Software for Call Centers II-76

Vialinx Install On-Demand-Call Center Software of Five9 II-77

Zeacom Launches Record and Evaluate Module II-77

Chunghwa Forms joint Venture with Xiamen City's Government to

Manage Call Center Business II-77

Broadcore Commences Broadcore Call Center II-77

KUNNECT Introduces Hosted Call Center Solution II-78

Tadiran Telecom Introduces Composit Contact Pro II-78

13. RECENT INDUSTRY ACTIVITY II-79RACO Launches Omega Call Center Service II-79Telefonica Germany Launches ICC Call Center Platform forBusiness Customers II-79Zeacom Enters into a Partnership with Ronco Communications II-79Southwest Airlines Sets up a New Call Center in San Antonio II-80C3 Launches a New Customer Contact Center in Guatemala City II-80GDA Sets up a Call Center in Ghaziabad II-81MphasiS Sets up Two Contact Centers in Mangalore and Bhubaneswar II-81Investbank Partners with Artelco to Launch a New Contact Center II-81Toshiba Europe Launches a New Call Center in Prague II-82Aegis Commences a Call Center in Costa Rica II-82Crawford & Company Forms Joint Venture with Call Center Services II-82Spanlink Communications Enters into Partnership with Convergys II-82Airtel Enters into Partnership with Avaya II-83Consumer Cellular Inaugurates New Call Centre II-83Aegis Opens New Contact Center II-83Megafon Inaugurates Call Center for the Universiade 2013 Games II-83TSYS Managed Services Inaugurates New Call Center II-84Sitel Expands Call Center II-84KANA Purchases Ciboodle from Sword Group II-84Interactive Intelligence Purchases ATIO Contact Center Assets II-85SHL Merges with PreVisor II-85Consumer Cellular to Take over T-mobile Call Center II-86TelStrat Inks Distribution Agreement with Ingram Micro Asia II-86Connect First Inks Partnership with the Office Gurus II-87Genesys Inks Service Provider Agreement with KDDI II-87DSCI Launches Augmented iPBX Call Center Services II-87TTL Acquires EPICCenter Technology from EasyRun II-88Tech Mahindra Acquires Hutchison's Contact Center II-88Sykes Acquires Alpine Access II-893CLogic Enters into Agreement with VA Associates II-89Ameridial Introduces Inbound Call Center Channel for TMC II-90Tikal Networks Introduces CenterMeter Contact Center on DemandSolution II-91ATGStores Selects Avaya AuraTM Contact Center of Avaya II-91Teleperformance Colombia Establishes Contact Center II-91Microsoft Acquires Interest in 24/7 II-92NCO Group Merges with APAC Customer Services II-92Sitel Sets Up Call Center in Manila II-92Magma Group Partners with Respondez II-93Avaya Announces Interoperability between CallNACK Applicationof NACR with Avaya Collaboration Solutions II-93Avaya Establishes Novel Facility in Guangdong Province II-93Gexel Telecom to Install Contact Center Solution of Avaya toEnhance Customer Satisfaction II-94TalkTalk Telecom Group Selects Wipro BPO as Strategic Partner II-94Convergys Establishes High-tech Contact Center in Bogotá II-94Wipro BPO Establishes Manjakkudi Rural BPO Center in Tamil Nadu II-95Sitel to Establish Customer Care Call Center in Belgrade II-95Avaya Takes Over Sipera II-95The Capita Group Takes Over Ventura II-96ExlService Holdings Takes Over Outsource Partners International II-96Salmat Inks Agreement with Avaya II-97Avaya Takes Over Aurix II-97Cassidian Communications Signs Agreement with Avaya II-988x8 Acquires Contactual II-98SM Land Opens a Call Center in Mall of Asia Complex II-99Chatter Box to Acquire LCI Solutions' Call Center II-99M5 Networks Acquires Callfinity II-99Enghouse Buys CosmoCom II-99Maximus Inaugurates Customer Contact Center II-100Nexxlinx Buys Microdyne Outsourcing II-100VA Unveils Call Center for Women Veteran II-100BNP2TKI Rolls Out Halo TKI number 0800-1000 II-101Altitude Software Enters into Partnership with Umanis II-101ADCB Unveils Al Ain call center II-101LiveOps Takes Over Datasquirt II-102CallCopy Signs Reseller Agreement with BusComm II-102Intelisys Chooses inContact for Contact Center Software II-103Chatter Box Acquires Humsay I Global Services II-103USAN Unveils Hosted Contact Center News Website II-103RRA Sets Up Call Center II-104

14. CORPORATE ACTIVITY IN THE RECENT PAST - A PERSPECTIVE BUILDER II-105

Malaysia Airlines Selects Contact Centre Solutions of Avaya to

Improve Customer Experience and Profitability II-105

Chinatrust Commercial Bank Selects Total Contact Center

Solution of Avaya to Improve Customer Satisfaction II-105

Avaya Government Solutions Establishes Emergency 911 Call Center II-106

QPC Launches QPC Contact NowTM hosted Contact Management Platform II-106

Sitel Establishes Call Center II-106

Wipro Infotech Bags IT Outsourcing Contract from Vasan Eye Care II-107

Wipro Technologies Enters into Collaboration with Microsoft II-107

Wipro Inks Outsourcing Contract with TV Sundram Iyengar & Sons II-107

ATGStores Selects Avaya Aura™ Contact Center of Avaya II-108

Astute Acquires Speech Labs II-108

Five9 Utilizes Data Center of Internap for Cloud Based Call

Centers II-108

inContact Provides Hosted Call Center Solutions for EPIC II-108

Cincom Ties up with IBM II-109

inContact Signs Partnership Agreement with Verint Systems II-109

Teleperformance Acquires beCogent II-109

Moshi Moshi Hotline and Mitsui Set-Up Call Center Business in

Vietnam II-110

Sykes Enterprises to Establish Call Center in Berlin II-110

Teleperformance Initiates Costa Rican Call Center Operations II-110

Artfest International Sets Up Network Marketing Call Center II-110

Stream Global Services Completes eTelecare Global Solutions

Integration II-110

Teleperformance Snaps Up Contact Center Services Provider

Based in Turkey II-111

CCT Group Snaps Up Interactive Response Technologies II-111

Sykes Enterprises Snaps Up ICT Group II-111

Bharti Teletech and Avaya Enter into Agreement II-111

One To One Contacts Enters into Contracts with TOT Public and

State Railway of Thailand II-112

Macquarie Telecom Group Establishes MacquarieHUB II-112

Telekom and AsissTT Establish New Customer Care Center II-112

C3 to Establish Call Center in Idaho II-112

Rollins Deploys Upgraded EDGE 2020 and Interaction Optimizer

in Call Centers II-112

Hinduja Global Solutions Took Over Careline Services II-113

Sparsh BPO Services Signs Contract with Insurance Regulatory

and Development Authority II-113

Lancaster Newspapers Opens Call Center II-113

New York Daily News Deploys Five9 Virtual Call Center Software

of Five9 II-113

Videotron and Ministere de l'Emploi et de la Solidarite

Sociale to Open New Customer Contact Center in Gatineau II-114

Sitel Expands Call Center in Tenn II-114

Aegis to Take Over Call Center of Sallie Mae in Texas II-114

Pinnacle Security Upgrades Technology and Expands Call Center

in Utah II-114

Ctrip.com International Opens New Customer Care Center in Jiangsu II-114

Ufone Opens New Customer Care Center in Lahore II-114

Mortgage Contracting Services Introduces Call Center Service II-115

Client Services Launches Call Center in Lenexa II-115

UP Power Launches Computerized Call Centre II-115

Sales Focus Establishes Call Centre in Kansas II-115

LiveOps Enters into Partnership with Keniks II-115

Teleperformance to Establish Contact Center II-116

Oki Networks Improves Call Centre System II-116

Hinduja Global Solutions Establishes Call Center in Iloilo II-116

Servion Consolidates Call Centre Operations for Kotak Group II-116

Econet Starts Biggest Call Center II-117

Allconnect Establishes New Sales Center in Virginia II-117

CosmoCom and Tata Communications Enter into Partnership with S

Tel II-117

Gartner Magic Quadrant Includes Aegis for North American CRM

Contact Center BPO II-117

Lockheed Martin and U.S. Census Bureau Unveil Call Center in Utah II-118

Sales Focus Establishes Inside Sales Call Center II-118

DYXnet Opens IP Call Center II-118

Trustwave Set Up New Compliance Call Center II-118

Coolpad Introduces the First 3G Video Call Center II-119

Cox Communication to Close the Roanoke Call Center II-119

Noble Systems Acquires Liberation® Product line from

TeleDirect International II-119

Noble Systems Acquires TouchStar Assets II-120

Genesys Snaps Up SDE Software Development Engineering II-120

Avaya Snaps Up Agile Software II-120

Advanis Snaps Up Itracks Call Center II-121

Avaya to Unveil New Customer Service Solutions II-121

LG Electronics Launches Call Center in Lebanon II-121

CNH Parts & Services Starts Operations at Technical Call-Center II-122

Teleperformance India Begins Operations at New Contact Center

in India II-122

Affiliated Computer Services Snaps Up e-Services Group

International II-122

Transcom to Establish Call Center in Philippines II-123

Avaya Acquires Nortel Enterprise Solutions II-123

Aspect Takes Over Assets of AIM Technology II-123

Dell to Take Over Perot Systems II-124

Colorado Springs Utilities Adopts Qwest Call Center Solution II-124

15. FOCUS ON SELECT GLOBAL PLAYERS II-126[24]7 Inc. (USA) II-126Acumen Telecomunicaciones SA de CV (Mexico) II-126Alliance Data Systems, Inc. (US) II-126Expert Global Solutions, Inc. (USA) II-126Aspect Software Inc.(USA) II-127ATOS S.A. (France) II-127Avaya Inc. (US) II-127BT Communications (Ireland) Limited (Ireland) II-128Capita Customer Management Limited (UK) II-128Convergys Corp. (US) II-128Datamatics Global Services Limited (India) II-128Dimension Data Group Company (South Africa) II-129Merchants Limited (UK) II-129Entel Call Center (Chile) II-129EXL Service Holdings, Inc. (US) II-130Genpact (India) II-130GTL Ltd. (India) II-130HCL BPO Services NI Ltd (Ireland) II-130IBM Global Process Services Pvt. Ltd (India) II-131Plusoft Informatica Ltda (Brazil) II-131Quality Plus Callscan Australia Pty Ltd. (Australia) II-131Sitel (US) II-131Stream Global Services Inc. (US) II-132Sykes Enterprises, Inc. (US) II-132Teleperformance SA (France) II-132TRG Customer Solutions (US) II-132West Corporation (US) II-133Wipro Technologies Ltd (India) II-133

16. GLOBAL MARKET PERSPECTIVE II-134

Table 4: 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

World Markets Independently Analyzed with Annual Service

Revenues in US$ Million for Years 2010 through 2018 (includes

corresponding Graph/Chart) II-134

Table 5: World Historic Review for Call Centers by GeographicRegion - US, Canada, Japan, Europe, Asia-Pacific (excludingJapan), Latin America and Rest of World Markets IndependentlyAnalyzed with Annual Service Revenues in US$ Million for Years2004 through 2009 (includes corresponding Graph/Chart) II-135

Table 6: World 11-Year Perspective for Call Centers by

Geographic Region - Percentage Breakdown of Service Revenues

for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan),

Latin America and Rest of World Markets for Years 2004, 2011

and 2018 (includes corresponding Graph/Chart) II-136

III. MARKET

1. THE UNITED STATES III-1

A.Market Analysis III-1

Overview III-1

Outlook III-1

General Introduction III-1

Table 7: North American Call Centers Industry (2011):

Percentage Breakdown of Agents by In-House and Outsourced

Positions (includes corresponding Graph/Chart) III-2

MNCs Chant the Outsourcing Mantra for Global Expansion III-2

Outsourcing by Sector III-2

Financial Services III-2

Transportation Sector III-2

Distribution Sector III-2

Telecommunication Sector III-3

Insurance and Utilities III-3

Key Issues III-3

Cost Reduction Continues to Dictate Outsourcing Decisions III-3

Proximity to Headquarters - Prime Consideration for Site

Selection III-3

Industry Trends III-4

Call Centers - Getting Bigger and More Sophisticated III-4

Web-Enabled Call Centers Set to Outpace Conventional Ones III-4

Call Centers - A Major Employer III-5

Workforce Turnover - On the Higher Side? III-5

Outsourcing Adversely Affects US Call Center Jobs III-5

Companies Emphasize on Quality of Customer Service III-6

Hosted Contact Center Solutions Gain Traction III-6

Vertical Market Trends III-6

Table 8: US Contact Centers Industry (2011): Percentage

Breakdown of Call Centers by Vertical Industry - Retail and

Distribution, Finance, Manufacturing, Services, Telecom,

Public Services, IT, and Others (includes corresponding

Graph/Chart) III-7

Table 9: US Contact Center Market (2011): PercentageBreakdown of Revenues by Leading Companies (includescorresponding Graph/Chart) III-7

Table 10: US Contact Center Market (2011): Percentage

Breakdown of Revenues by Type of Services Offered (includes

corresponding Graph/Chart) III-7

Call Center Software Market in the US III-8

Superior functionality is the New Customer Mantra for Software III-8

IVR Set to Make Deeper Inroads into the Call Center Market III-8

Workforce Management Software Finds More Takers III-9

Regulatory Issues in the US Industry III-9

US Vs Europe - Safe Harbor and Effect on Call Centers III-9

Safe Harbor - What it Entails III-9

Privacy Protection Policies - The Trans- Atlantic Divide III-10

How 'Safe' is Safe Harbor? III-10

Legal and Regulatory Framework III-11

Insurance Call Centers in California to Employ Licensed Agents III-11

DNC Registery III-11

Federal Laws prohibits Sale of Consumer Health Data III-12

Product/Service Launches III-12

Strategic Corporate Developments III-13

Key Players III-22

B.Market Analytics III-26

Table 11: US Recent Past, Current & Future Analysis for Call

Centers Market with Annual Service Revenues in US$ Million

for Years 2010 through 2018 (includes corresponding

Graph/Chart) III-26

Table 12: US Historic Review for Call Centers Market withAnnual Service Revenues in US$ Million for Years 2004through 2009 (includes corresponding Graph/Chart) III-27

2. CANADA III-28

A.Market Analysis III-28

Current and Future Analysis III-28

Availability of Large English-Speaking and Multilingual

Talent Pools III-28

Issues and Trends III-28

Unsolicited Telemarketing - Canada Fights Back III-28

Call Centers into Less Populous Towns III-28

B.Market Analytics III-29

Table 13: Canadian Recent Past, Current & Future Analysis

for Call Centers Market with Annual Service Revenues in US$

Million for Years 2010 through 2018 (includes corresponding

Graph/Chart) III-29

Table 14: Canadian Historic Review for Call Centers Marketwith Annual Service Revenues in US$ Million for Years 2004through 2009 (includes corresponding Graph/Chart) III-30

3. JAPAN III-31

A.Market Analysis III-31

Current and Future Analysis III-31

Strategic Corporate Developments III-31

B.Market Analytics III-32

Table 15: Japanese Recent Past, Current & Future Analysis

for Call Centers Market with Annual Service Revenues in US$

Million for Years 2010 through 2018 (includes corresponding

Graph/Chart) III-32

Table 16: Japanese Historic Review for Call Centers Marketwith Annual Service Revenues in US$ Million for Years 2004through 2009 (includes corresponding Graph/Chart) III-33

4. EUROPE III-34

A.Market Analysis III-34

Current and Future Analysis III-34

Issues and Trends III-34

Finance Industry Seeks Call Center Services III-34

An Important Hub III-34

Highly Fragmented Market III-35

EU Call Center Revenues - A Four Nation Show? III-35

Locational Parameters - Important Trends III-35

Priority Requirements III-36

High-Profile Locations III-36

Ireland, the Netherlands and the United Kingdom III-36

The Downside of the Success Story III-36

Alternate Regional Destinations III-37

Sub-regional Concept Rules Supreme III-37

Market Drivers III-37

Educated and Multilingual Workforce - An Advantage III-37

CRM Technologies Herald Evolution of Multimedia Contact

Centers III-38

Rise in Internet and e-Commerce Spells Growth for Web-based

Call Centers III-38

Market Trends III-38

Growth Moves to Small & Suburban Towns III-38

Call centers Grow Techno-centric III-38

Competition - Having it the Customer's way III-39

Outsourced Call Center Agent Positions on the Rise III-39

Internet-Call Center Integration Takes Wings in Europe III-40

Multimedia Contact Centers Spring up in Unexploited Markets III-40

Technology Trends III-41

Voice over IP - Preferred Medium in Web-based Call Centers III-41

Speech Recognition Technologies Hold Promising Potential III-41

CTI - The New Buzz Word on the Rounds III-41

Vertical Industry Highlights III-42

Leading Call Center Revenue Earners III-42

Banks and Insurance Step up the Gas on Call Center Usage III-42

Banks III-42

Insurance Companies III-42

B.Market Analytics III-43

Table 17: 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 with Annual Service Revenues in

US$ Million for Years 2010 through 2018 (includes

corresponding Graph/Chart) III-43

Table 18: European Historic Review for Call Centers byGeographic Region - France, Germany, Italy, UK, Spain,Russia, The Netherlands, Ireland, Sweden and Rest of EuropeMarkets with Annual Service Revenues in US$ Million forYears 2004 through 2009 (includes corresponding Graph/Chart) III-44

Table 19: European 15-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 2004, 2011 & 2018 (includes corresponding Graph/Chart) III-45

4a. FRANCE III-46A.Market Analysis III-46Current and Future Analysis III-46A Leading West European Call Center Market III-46Home Banking & Finance Sectors Drive Call Center Growth III-46Table 20: French Call Centers Industry (2011): PercentageBreakdown of Call Centers by Vertical Industry - Telecom,Services, Finance/Banking/ Insurance, IT and Others(includes corresponding Graph/Chart) III-47Key Players III-47B.Market Analytics III-48Table 21: French Recent Past, Current & Future Analysis forCall Centers Market with Annual Service Revenues in US$Million for Years 2010 through 2018 (includes correspondingGraph/Chart) III-48

Table 22: French Historic Review for Call Centers Market

with Annual Service Revenues in US$ Million for Years 2004

through 2009 (includes corresponding Graph/Chart) III-49

4b. GERMANY III-50A.Market Analysis III-50Current and Future Analysis III-50German Call Centers - An Introduction III-50Issues and Trends III-50Key Issues III-50Stringent Labor Laws Restrict Rapid Growth III-50Liberalization Opens Avenues for Overseas Players III-51Stringent Regulatory Norms Set Up High Entry Barriers III-51Market Trends III-51Increased Use of Mobile Phones Restrict Web-Enabled Services III-51ACD Systems - Promising Potential for Hardware Vendors III-52Market Drivers III-52Exceptionally High Standards of Customer Service III-52Availability of Skilled and Relatively Low cost Labor III-52Well-developed Infrastructure Facilities III-52Strategic Corporate Development III-53B.Market Analytics III-53Table 23: German Recent Past, Current & Future Analysis forCall Centers Market with Annual Service Revenues in US$Million for Years 2010 through 2018 (includes correspondingGraph/Chart) III-53

Table 24: German Historic Review for Call Centers Market

with Annual Service Revenues in US$ Million for Years 2004

through 2009 (includes corresponding Graph/Chart) III-54

4c. ITALY III-55A.Market Analysis III-55Current and Future Analysis III-55B.Market Analytics III-55Table 25: Italian Recent Past, Current & Future Analysis forCall Centers Market with Annual Service Revenues in US$Million for Years 2010 through 2018 (includes correspondingGraph/Chart) III-55

Table 26: Italian Historic Review for Call Centers Market

with Annual Service Revenues in US$ Million for Years 2004

through 2009 (includes corresponding Graph/Chart) III-56

4d. THE UNITED KINGDOM III-57A.Market Analysis III-57Current and Future Analysis III-57Largest and the Most Developed III-57Financial Services Command More Share III-57Issues and Trends III-58UK Contact Center Industry - Growth Despite Adversities III-58UK Companies Reverting to Domestic Call Centers III-58Strategic Corporate Developments III-58Key Players III-60B.Market Analytics III-61Table 27: UK Recent Past, Current & Future Analysis for CallCenters Market with Annual Service Revenues in US$ Millionfor Years 2010 through 2018 (includes correspondingGraph/Chart) III-61

Table 28: UK Historic Review for Call Centers Market with

Annual Service Revenues in US$ Million for Years 2004

through 2009 (includes corresponding Graph/Chart) III-62

4e. SPAIN III-63A.Market Analysis III-63Current and Future Analysis III-63Market Drivers III-63Multilingual Workforce III-63Government Initiatives III-64B.Market Analytics III-64Table 29: Spanish Recent Past, Current & Future Analysis forCall Centers Market with Annual Service Revenues in US$Million for Years 2010 through 2018 (includes correspondingGraph/Chart) III-64

Table 30: Spanish Historic Review for Call Centers Market

with Annual Service Revenues in US$ Million for Years 2004

through 2009 (includes corresponding Graph/Chart) III-65

4f. RUSSIA III-66A.Market Analysis III-66Current and Future Analysis III-66Issues and Trends III-66Leading Call Center Investors III-66Poor Telecom Infrastructure Continues to Impede RapidMarket Growth III-66Strategic Corporate Developments III-66B.Market Analytics III-67Table 31: Russian Recent Past, Current & Future Analysis forCall Centers Market with Annual Service Revenues in US$Million for Years 2010 through 2018 (includes correspondingGraph/Chart) III-67

Table 32: Russian Historic Review for Call Centers Market

with Annual Service Revenues in US$ Million for Years 2004

through 2009 (includes corresponding Graph/Chart) III-68

4g. THE NETHERLANDS III-69A.Market Analysis III-69Current and Future Analysis III-69Netherlands- Mature Call Center Market III-69The "King of Benelux" Call Center Market III-69Favorite Call Center Destination for Pan-European Operations III-69Market Drivers III-70Multilingual Workforce with a Diverse Cultural Background III-70Availability of Formally Qualified Computer-Literate Labor III-70Relatively Low Labor and Operational Costs III-71Hassle-free Legal & Regulatory Framework III-71No Bar on B2C and B2B Telemarketing Calls III-71Widespread Consumer Acceptance to Products/Services viaCall Centers III-71B.Market Analytics III-72Table 33: The Netherlands Recent Past, Current & FutureAnalysis for Call Centers Market with Annual ServiceRevenues in US$ Million for Years 2010 through 2018(includes corresponding Graph/Chart) III-72

Table 34: The Netherlands Historic Review for Call Centers

Market with Annual Service Revenues in US$ Million for Years

2004 through 2009 (includes corresponding Graph/Chart) III-73

4h. IRELAND III-74A.Market Analysis III-74Current and Future Analysis III-74A Leading European Call Center Market III-74Preferred Destination for US Players III-74Large Educated Workforce Capable of Handling All MajorEuropean Languages III-74Relatively Low Costs of Employment III-75Government Initiatives III-75Issues & Trends III-75A Maturing Market III-75Increased Competition from Asian Nations III-75Key Players III-76B.Market Analytics III-77Table 35: Irish Recent Past, Current & Future Analysis forCall Centers Market with Annual Service Revenues in US$Million for Years 2010 through 2018 (includes correspondingGraph/Chart) III-77

Table 36: Irish Historic Review for Call Centers Market with

Annual Service Revenues in US$ Million for Years 2004

through 2009 (includes corresponding Graph/Chart) III-78

4i. SWEDEN III-79A.Market Analysis III-79Current and Future Analysis III-79Ranked Among Evolving European Call Center Markets III-79Market Drivers III-79Relatively Low Labor Cost III-79Availability of Educated and Internet-Savvy Workforce III-80B.Market Analytics III-80Table 37: Swedish Recent Past, Current & Future Analysis forCall Centers Market with Annual Service Revenues in US$Million for Years 2010 through 2018 (includes correspondingGraph/Chart) III-80

Table 38: Swedish Historic Review for Call Centers Market

with Annual Service Revenues in US$ Million for Years 2004

through 2009 (includes corresponding Graph/Chart) III-81

4j. REST OF EUROPE III-82A.Market Analysis III-82Current and Future Analysis III

To order this report:Call_Center Industry: Global Call Centers Industry

Nicolas Bombourg

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Email: [email protected]

US: (805)652-2626

Intl: +1 805-652-2626

 

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