NEW YORK, Dec. 16, 2014 /PRNewswire/ -- This report analyzes the worldwide markets for Call Centers in US$ Million by the following Types: In-House, and Outsourced. 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 2013 through 2020. Also, a seven-year historic analysis is provided for these markets. Market data and analytics are derived from primary and secondary research. Company profiles are primarily based on public domain information including company URLs. The report profiles 126 companies including many key and niche players such as -
[24]7 Inc.
Alliance Data Systems, Inc.
ATOS S.A
BT Communications (Ireland) Limited
Convergys Corp.
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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-3
Product Definitions and Scope of Study I-3
In-House Call Centers I-3
Outsourced Call Centers I-3
II. EXECUTIVE SUMMARY
1. INDUSTRY OVERVIEW II-1
Call Centers: A Quick Primer II-1
Telecomm Revolution: The Key Driver of Industry Transformation II-2
Spurt in Mobile Telephony Lends Traction to Growth II-2
Table 1: Global Mobile Phones Market (2013): Teledensity by
Country (includes corresponding Graph/Chart) II-3
Table 2: Global Smartphone Market (2013): Penetration as a
Percentage of Mobile Phone Users for Select Countries
(includes corresponding Graph/Chart) II-4
Table 3: Global Market for Smartphones (2013 & 2018):
Breakdown of Sales in Million Units by Geographic
Region/Country (includes corresponding Graph/Chart) II-5
Strong Global Economic Growth Spurs Call Center Activity for
the Best Part of Previous Decade II-5
2007-2009 Economic Recession Derails Market Momentum II-5
Eurozone Debt Crisis Dampens the Sentiment Further II-7
Unfavorable Economic Environment Calls for Modifications in
Call Center Business Models II-7
Projected Resurgence in Global Economy & Rise in Business
Activity to Drive Growth II-8
Outlook II-9
Developed Markets to Maintain their Dominance in the Global
Market II-9
Developing Markets to Turbo Charge Future Growth II-10
Offshore Call Centers: The Key & Potential Growth Vertical for
Developing World II-10
A Brief Sketch of Major Outsourcing Destinations II-11
Philippines II-11
India II-12
China II-12
Malaysia II-12
Czech Republic II-12
Singapore II-13
Brazil II-13
Canada II-13
Poland II-13
Egypt II-14
Mexico II-14
Key Statistical Findings: II-14
Table 4: Global Call Centers Market (2013): Percentage Share
Breakdown of Number of Call Centers by Type (includes
corresponding Graph/Chart) II-14
Table 5: Global Call Centers Market (2013): Average Number of
Call Center Employees by Call Center Type II-15
In-Bound Calls Remain the Key Business Area for Call Centers II-15
2. NOTEWORTHY MARKET TRENDS, GROWTH DRIVERS & ISSUES II-16
General Industry Trends II-16
Call Centre Establishes itself as a Critical Part of the
Service Delivery Chain II-16
'Customer Experience' Remains the Core Area for Call Centers II-16
Skill Set Helps Call Centers Maintain the Momentum II-17
Call Centers Look at IP for Improving Efficiency II-17
Move Towards 'Cloud': The Mega Trend II-17
Integration of Social Media & the Contact Center: The New Fad II-18
Key Social Media Facts II-19
Opportunity Indicators II-20
Table 6: World Penetration Rates (%) and Number of Users of
Internet and Social Networks (includes corresponding
Graph/Chart) II-20
Table 7: World Social Media Penetration Rates (%) by
Region: 2013 (includes corresponding Graph/Chart) II-20
Cost Minimization Drives Call Centers to Low Wage Cities II-20
Table 8: Global Call Center Market (2013): Percentage Share
Breakdown of Costs by Spending Area (includes corresponding
Graph/Chart) II-21
Worldwide Call Center Capacity Spurt II-21
Multiple Outsourced Call Centers: Order of the Day II-21
Call Centers See the Rise of 'Omnichannel' Strategy II-22
Competition: Having it the Customer's way II-22
Transformation from Cost Centers to Profit Centers II-22
Home Agents Model Emerges as a New Profitable Approach II-23
Call Centers Witness Growing Demand for Virtual Assistants II-23
SMB Sector Steers the Momentum II-23
Right Shoring & Blending Gains Traction in Call Center
Operations II-24
Network Strategy: A Critical Component in Selection of a New
Destination II-24
KPIs and Metrics Take Center Stage II-24
Operational Efficiency Measures for a Call Center - Ranked
in Order of Influence II-25
Employee Satisfaction Measures for a Call Center - Ranked in
Order of Influence II-25
Call Recording and Monitoring: A Proven Channel for Quality
Improvement II-25
Size Remains the Key Criterion for Call Recording Technologies II-26
Average Call Length Continues to be a Key Quantification Metric II-26
Table 9: Call Lengths by Call Center Size (includes
corresponding Graph/Chart) II-26
Call Abandonment Rates Bring In More Operational Transparency II-27
Table 10: Call Abandonment Rates by Call Center Size
(includes corresponding Graph/Chart) II-27
Table 11: Call Abandonment Rates by Vertical Business
Sector (includes corresponding Graph/Chart) II-28
Measurement of Agent Activity: A Critical Need II-28
Table 12: Breakdown of Time Spent by Call Center Employee
by Activity (includes corresponding Graph/Chart) II-29
Call Answering Speed: Key to Measuring Efficiency II-29
First-Call Resolution: Key to Call Center's Success II-29
Product and Technology Trends II-29
Transforming Call Centers Market: Need for Technological
Adaptability II-29
Internet Technologies Revolutionize Call Centers II-30
Web Sites and Call Centers: United They Thrive II-30
Help Desk and Call Center Companies Shift Solutions to
Browser-based Architecture II-31
Emergence of Web 2.0 Extends New Opportunities for Call Centers II-31
VoIP and Open-Source, Standards-Based Software Make Huge
Strides in the Call Center Landscape II-31
VoIP: Fast Replacing Circuit-Switched Architectures II-32
CRM: A Shot in the Arm for Call Centers II-32
CRM Technologies Herald Evolution of Multimedia Contact Centers II-32
CRM Comes to Aid in Multilingual Interactions II-33
From CRM to eRM: Multichannel Centers on the Rise II-33
Hosted or Networked Server-based Call Centers on the Rise II-33
Virtual Hosted Call Centers Promise New Opportunities II-34
Call Center Applications Diversify to Include Mobile Apps II-34
Evolving Database Technologies and Management Strategies
Guide Call Centers to Reach New Avenues II-35
Video Emerges as a New Channel for Call Centers II-35
Unified Communication: The New Avenue for Global Call Centers II-35
Customer Support & Sales Force Automation Dominate Software
Applications II-36
Integrated Services: Offering a Level Playing Field to Small-
and Mid-Sized Players II-36
Speech Recognition Technologies Transform Agent Training II-36
Voice-Driven CRM and VoiceXML Enlarge Scope for Customer
Interactions II-37
Voice-Driven CRM II-37
Voice XML II-37
Multi-site Call Routing Solutions: Popular with Large Global
Firms II-37
Technology and Process Innovations Drive Profit Margins II-38
Key Issues II-38
Simplifying Complexities in Contact Center Processes: A Key
Area of Focus II-38
Call Centers & the Regulatory Environment II-38
Cost Reduction & Efficiency Enhancements: Formulae for
Survival & Growth II-39
Cost Reductions: The Road to Success II-39
Efficiency Enhancements: Vital Component II-39
Human Resources: Ranking Above Technology II-40
3. A PEEK INTO VERTICAL END-USE INDUSTRIES II-41
Introduction II-41
End-Use Sectors for Contact Centers: An Overview II-41
Table 13: Global Contact Centers Market (2013): Percentage
Breakdown of Call Center Spending by Vertical Industry -
Retail and Distribution, Finance, Manufacturing, Services,
Telecom, Public Services, IT, and Others (includes
corresponding Graph/Chart) II-42
Banking & Finance II-42
Banks Increasingly Perceive Call Center as a Sales & Service
Point II-42
Technology-Driven Banks Offering Service Enhancements at
Contact Centers II-43
Intelligent Call Routing II-43
Campaign Management Software II-43
Integration of Call Centers and Bank Branches II-43
Customer Differentiation II-44
Improved Methodologies for Effective Cross Selling II-44
Distribution & Retail II-44
Insurance II-45
Insurance Companies Lead in Call Center Technology Absorption II-45
Insurers Make Call Center a Mainstay to Improve Customer
Services II-45
Healthcare II-46
Hospitality II-46
Manufacturing II-46
Outsourcing II-47
Public Sector II-47
Telecommunications II-48
4. CONCEPTUAL OVERVIEW II-49
Functional Definition II-49
Call Center Activities II-49
Inbound Call Reception and Routing II-49
Automated Inbound Call Routing II-50
Outbound Telemarketing Call II-50
Call Handling Time II-50
Complaints Handling II-50
Customer Information Services / Help Desks II-51
Debt Chasing II-51
Field Service Support II-52
Classification on the Basis of Ownership II-52
In-House Call Centers II-52
Outsourced Call Centers/Sub-Contractors II-52
Sub-Contractors Vs. In-House Call Centers II-52
Sub-Contractors Vs. In-House Call Centers: A Comparative Study II-53
Classification on the Basis of Markets Served II-53
Business-to-Business (B2B) Call Centers II-53
Mass Market Call Centers II-53
Universal Centers II-53
Business-to-Business (B2B) Vs. Mass Market Call Centers II-54
B2B Call Centers Vs. Mass Market Call Centers: A Comparative
Study II-54
Classification on the basis of Operations II-54
Inbound Call Centers II-54
Outbound (Telemarketing) Centers II-55
Nature of Services Offered II-55
Consulting II-55
Outsourcing II-55
Training II-55
Call Center Technologies-By Area of Application II-55
Voice II-55
Telephone Switches (ACDs) and Voice Networks II-55
Telephone Switches/Automated Call Distributors (ACDs) II-55
Voice Networks II-56
Voice Response Systems (IVR/VRU) II-56
Voice Response Unit (VRU) II-56
Speech Recognition Technologies II-56
Voice Over Internet Protocol (VoIP) II-57
Data II-57
Workstations and Databases II-57
Workstations II-57
Database II-58
Customer Relationship Management II-58
CRM Tools II-58
Enterprise CRM II-58
Mid-Market CRM II-58
Customer Data Integration II-58
Enterprise Analytics, Business Intelligence and Data
Warehousing II-59
Computer Telephony Integration (CTI) II-59
Web II-59
Website and E-mail II-59
Website II-59
E-Mail II-59
Web Integration (Text chat and Web Calls) II-59
Web Chat II-59
Web Call-back II-60
Fully Integrated Unified Messaging System II-60
Multimedia Technologies II-60
Systems II-60
ACD Systems II-60
Automatic Call Distributor (ACD) II-61
Outbound System II-61
Interactive Voice Response (IVR) Systems II-61
Voice Messaging Systems II-61
Simple Voice Message Broadcasting II-62
Custom Voice Message Broadcasting II-62
Voice Message Broadcasting and Touchphone Response II-62
Software II-62
Workforce Management Software II-62
Workforce Automation Software II-62
Sales Force Automation Software II-63
For Sales Executives II-63
For Sales Manager II-64
Customer Interaction Software II-64
CTI Enabling Software II-64
Call Monitoring Software II-64
5. STRATEGIC INSIGHT II-66
Site Location Strategies II-66
Introduction to Site Location II-66
The Basics II-66
Major Parameters in Site Location II-66
Labor, Labor and Labor II-66
Education II-67
Infrastructure II-67
Cost II-67
Labor Costs II-67
Infrastructure and Technology Costs II-67
Occupancy/Real estate Costs II-68
Taxes II-68
Start-up Costs II-68
Other Factors in Site Selection II-68
'Cross-Media Centers' - A Preview of Next Generation 'Contact'
Strategies II-68
Cross-Media Call Center Architecture II-69
Queuing Architecture II-69
Queue Engine II-69
Contingency Strategies - Ensuring Business Continuity in a
Disaster II-69
Down Time Hurts in a Time-Sensitive Environment II-69
Business Continuity Plan - The Basics II-70
Other Considerations While Drafting a Business Continuity Plan II-70
Evolution of the New Age Contact Centers II-71
CRM and Contact Centers: Two Worlds Apart II-71
The Contact Center Disharmony II-72
Contact Centers in Defense II-72
Complex Structural Setup II-72
Hierarchical Reporting Structure II-72
Time to Realign Priorities II-73
New Age Contact Centers: Critical Areas of Focus II-73
In Conclusion II-73
The Modern Day Call Center II-74
Technologies in Use in a New Age Setup II-74
Skill-based Routing II-74
Routing Strategies II-74
Types of Contacts in a Contact Center II-75
6. RELATED INDUSTRY DISCUSSION II-76
Customer Experience Management II-76
CEM: Leveraging Call Center Data with Decision Making II-76
CEM as a Value Proposition II-76
Workforce Management II-77
7. CALL CENTER CONSOLIDATION - WHETHER, WHY AND HOW II-78
Widely Dispersed Call Centers: A Key Rationale II-78
Motivators for Call Center Consolidation II-79
Costs of Scale II-79
8. PERTINENT REGULATORY ISSUES II-80
Legal and Regulatory Framework II-80
Predictive Dialing II-80
The Preface to the Showdown II-80
Privacy Legislations II-81
Federal Laws prohibits Sale of Consumer Health Data II-81
Cell Phone Legislations Zap Outbound Calls? II-81
9. TECHNOLOGICAL BREAKTHROUGHS/ INNOVATIONS II-82
Automatic Call Distributing (ACD) Products- From Standalone to
Open and Networked Systems II-82
Add-on/ACD Enhancement Products II-82
ACD Message Boards II-82
Digital Announcers/Automated Attendants/ Fax-on-Demand II-83
Digital Announcers II-83
Automated Attendants II-83
Fax-on-Demand II-83
Dialing Platforms - The Advent of Call Blending II-83
Contact Management II-84
Turnkey Solutions - Moving Onto PC/IP Platforms II-84
CTI Technologies on the Anvil II-84
CTI APIs and Middleware II-84
Placing of Outbound Calls II-84
Call Progress Detection II-84
Speech Recognition and Interactive Television Technologies II-85
Internet / Web-enabling Technologies for Call Centers II-85
Developments in Web-Enabling Technology II-85
Call-Through Technologies to Replace Call-Back and Text-Chat II-86
10. RECENT INDUSTRY ACTIVITY II-87
Convergys Acquires Stream Global Services II-87
iQor Opens New Contact Center in Panama City II-87
Sky Pacific of Fiji Television Unveils Brand New Call Centre II-87
General Motors Inaugurates New Call Center II-87
IBM Divests its Global Customer Care Outsourcing Unit to Synnex II-87
Health Insurance Innovations Acquires Secured Health and Life II-87
TeleSpeak Takes Over Contact Centers of America II-87
NexxLinx Acquires Benevox II-88
nizeX Inaugurates a New Customer Contact Center II-88
net.America Deploys Interactive Intelligence Group's Cloud-
based Contact Center Solution II-88
JetBlue Airways Opens New Customer Contact Center in Orlando II-88
PowerOne Inaugurates Call Center in California II-88
8x8 Receives New Order from Merchant Warehouse II-88
Qualfon to Build Call Center in New York II-88
Capital One Financial Launches New Contact Center Facility in
Muntinlupa II-89
OnBrand24 Opens a New Contact Center in Savannah II-89
Barclaycard to Expand its Wilton Call Center Facility II-89
WS Live to Expand its Iowa Call Centers II-89
iQor to Open New Call Center in Cavite II-89
AnyHour Solutions Signs Agreement with First Credit Union of
Chandler II-89
OnBrand24 Teams Up with Connect First II-89
MNsure Health Exchange Launches New Call Center in St. Paul II-89
RTA Launches New Services via Call Centre II-90
24-7 Intouch Opens New Call Center Facility in Aurora II-90
Immediate Credit Recovery to Deploy Castel Communications'
Dialer Suite And Voice Analysis Solutions in its Call Centers II-90
B.A.M Marketing Teams Up with iTeleCenter II-90
Time Warner Cable to Expand its Buffalo Call Center II-90
GreatCall Launches New Call Center in Nevada II-90
Maximus to Operate a Call Center in HP's Boise Campus II-90
Crothall Healthcare Opens National Call Center for Patient
Transportation II-90
SPi Global Launches New Call Center in Madison II-90
Inktel Contact Center Solutions Opens New Contact Center in Ohio II-91
Site to Expand its Customer Care Call Center in Texas II-91
Intelligent Office Launches Premier Call Center Services at
its San Francisco Facility II-91
Inktel Contact Center Solutions Launches Brand New Call Center
in Florida II-91
Desjardins Selects Genesys II-91
Teleperformance Acquires 100% Stake in TLS Contact II-91
Stream Global Services Acquires LBM Holdings II-91
Webhelp Group Acquires HEROtsc II-91
Ukash Deploys NewVoiceMedia's Innovative Cloud Contact Centre
Technology II-92
Vimpelcom Introduces New Call Centre in Perm II-92
Transaero Airlines Launches New Call Center for Customers II-92
Randstad Contact Centres Launches New Contact Centre in Portugal II-92
Stream Global Services Opens a New Contact Center in Belfast II-92
Logic Versicherungstreuhand to Build Call Center in Turkey II-92
Vodafone Hungary to Expand its Regional Customer Service
Centre in Hungary II-92
Telenor Launches New Contact Centre in Hungary II-93
Silverfleet Capital Acquires Stake in Competence Call Center
Holding from Ardian II-93
T-Mobile Austria Selects Interactive Intelligence Group's
Contact Center Solution II-93
Iceland 112 Deploys Avaya's Full-Blown Contact Centre Solution II-93
Ascend Capital to Open a Call Centre in Macedonia II-93
Videocon Mobile Services to Commence a Call Centre in Bharuch II-93
D-Link to Establish In-House Call Centre II-93
HCL Infosystems' HCL Care to Provide Contact Center Services
to Philips II-93
Goa's Electricity Department Launches Call Centre Service II-94
Madhya Pradesh to Launch Call Centres for Pilgrims II-94
Tathastu Advisory to Launch Call Center Services in Other
Indian Languages II-94
IBM to Support Jet Airways' Call Center Capabilities II-94
Convergys Acquires Contact Center Operations of Datacom in
Philippines and Malaysia II-94
The Customer Relationship Management and Contact Center
Association of Malaysia Ties Up with COPC II-94
Zong Unveils its New Contact Centre in Islamabad II-94
Transcosmos' JV Company with PT Cyberindo Aditama to Provide
Call Center Services II-94
BT Delivered Contact Centre Technologies to HBF's Call Center II-95
BT to Deliver Multimedia Contact Centre Solution to Western
Power's Call Center Facility II-95
Unity4 to Expand into the New Zealand Market II-95
Sprint Nextel Launches New Call Center in New Zealand II-95
Harvey Nash Vietnam to Build a Call Center Business II-95
Level 3 to Support Canon do Brasil's Call Center Operation II-95
GVT Establishes Customer Support Call Centre in Fortaleza II-95
DATAMARK Opens a New Multichannel Bilingual Customer Contact
Center in Mexico II-96
Young America Adds New Customer Contact Center in Mexico II-96
Stream Global Services Opens its Newest Call Center in San
Pedro Sula II-96
Sybrid Inks a Contact Centre Outsourcing Agreement with
McDonald's Emirates II-96
INET Launches New Contact Center in Riyadh II-96
Kuwait Finance House to Upgrade its Call Center Facilities II-96
Huawei Launches First Call Centre in South Africa II-96
Webhelp UK to Open Two New Call Centres in South Africa II-96
Globacom Launches Mini Call Centre in Abuja II-97
National Pension Commission Establishes Contact Centre II-97
Orange Telecom to Launch New Call Centre in Congo II-97
Stream Global Services to Expand Seat Capacity in Eagan II-97
Sitel to Add a New Business to its Call Center in Norman II-97
Stratus Contact Solutions Teams Up with Telrite Corporation
and Life Wireless II-97
BT Inaugurates New Contact Center II-97
Biostar Pharmaceuticals Launches In-House Call Center II-97
Convergys to Open New Contact Center in Philippines II-98
iQor to Launch New Contact Center in the Philippines II-98
Eid Parry Commences New Call Centre for Farmers II-98
BIBD Launches New Contact Center II-98
11. FOCUS ON SELECT GLOBAL PLAYERS II-99
[24]7 Inc. (US) II-99
Alliance Data Systems, Inc. (US) II-99
ATOS S.A. (France) II-99
BT Communications (Ireland) Limited (Ireland) II-100
Capita Customer Management Limited (UK) II-100
Convergys Corp. (US) II-100
Datamatics Global Services Limited (India) II-101
Entel Call Center (Chile) II-101
EXL Service Holdings, Inc. (US) II-101
Genpact (Bermuda) II-102
HCL BPO Services NI Ltd (Ireland) II-102
IBEX Global (US) II-102
IBM Global Process Services Pvt. Ltd (India) II-102
Plusoft Informatica Ltda (Brazil) II-103
Sitel (US) II-103
Sykes Enterprises, Inc. (US) II-103
Tata Consultancy Services Limited (India) II-103
Teleperformance SA (France) II-104
West Corporation (US) II-104
Wipro Ltd (India) II-105
12. GLOBAL MARKET PERSPECTIVE II-106
Table 14: World Recent Past, Current & 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 Expenditure
on Call Centers in US$ Million for Years 2013 through 2020
(includes corresponding Graph/Chart) II-106
Table 15: World Historic Review 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 Expenditure on Call Centers in US$
Million for Years 2006 through 2012 (includes corresponding
Graph/Chart) II-107
Table 16: World 15-Year Perspective for Call Centers by
Geographic Region - Percentage Breakdown of Expenditure for
US, Canada, Japan, Europe, Asia-Pacific (excluding Japan),
Latin America and Rest of World Markets for Years 2006, 2014
and 2020 (includes corresponding Graph/Chart) II-108
Table 17: World Recent Past, Current & Future Analysis for
Call Centers by Type - In-House and Outsourced Markets
Independently Analyzed with Annual Expenditure on Call Centers
in US$ Million for Years 2013 through 2020 (includes
corresponding Graph/Chart) II-109
Table 18: World Historic Review for Call Centers by Type -
In-House and Outsourced Markets Independently Analyzed with
Annual Expenditure on Call Centers in US$ Million for Years
2006 through 2012 (includes corresponding Graph/Chart) II-110
Table 19: World 15-Year Perspective for Call Centers by Type -
Percentage Breakdown of Expenditure for In-House and
Outsourced Markets for Years 2006, 2014 and 2020 (includes
corresponding Graph/Chart) II-111
III. MARKET
1. THE UNITED STATES III-1
A.Market Analysis III-1
Current & Future Analysis III-1
Market Overview III-1
Table 20: US Call Centers Market (2013): Percentage
Breakdown of Agents Employed in In-House and Outsourced
Call Centers (includes corresponding Graph/Chart) III-2
Table 21: US Outsourced Call Centres Market (2013):
Percentage Breakdown of Expenditure by Type of Services
Offered (includes corresponding Graph/Chart) III-2
Table 22: Leading Players in the Call Centers Market in the
United States (2013): Percentage Breakdown of Revenues for
Convergys Corp., Sitel Corp., West Corp. and Others
(includes corresponding Graph/Chart) III-2
Call Centers: A Major Employer III-2
Workforce Turnover - On the Higher Side? III-3
US-based MNCs Chant the Outsourcing Mantra for Global Expansion III-3
Outsourcing by Sector III-3
Financial Services III-3
Transportation Sector III-3
Distribution Sector III-4
Telecommunication Sector III-4
Insurance and Utilities III-4
Cost Reduction Continues to Dictate Outsourcing Decisions III-4
Proximity to Headquarters: Prime Consideration for Site
Selection III-4
Outsourcing Adversely Affects US Call Center Jobs III-5
Asian Companies Keen to Set Up Onshore Service Centers in US III-5
Companies Emphasize on Quality of Customer Service III-5
Web-Enabled Call Centers Set to Outpace Conventional Ones III-6
Hosted Contact Center Solutions Gain Traction III-6
IVR Set to Make Deeper Inroads into the Call Center Market III-7
Vertical Market Trends Drive Market Growth III-7
Table 23: US Call Centers Market (2013): Percentage
Breakdown of Call Center Spending by Vertical Industry
(includes corresponding Graph/Chart) III-7
Call Center Software Market in the US III-7
Superior Functionality is the New Customer Mantra for Software III-8
Workforce Management Software Finds More Takers III-8
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
Insurance Call Centers in California to Employ Licensed Agents III-10
DNC Registery III-10
Federal Laws Prohibits Sale of Consumer Health Data III-11
Strategic Corporate Developments III-11
Key Players III-16
B.Market Analytics III-19
Table 24: US Recent Past, Current & Future Analysis for Call
Centers Market Analyzed with Annual Expenditure on Call
Centers in US$ Million for Years 2013 through 2020 (includes
corresponding Graph/Chart) III-19
Table 25: US Historic Review for Call Centers Market
Analyzed with Annual Expenditure on Call Centers in US$
Million for Years 2006 through 2012 (includes corresponding
Graph/Chart) III-20
2. CANADA III-21
A.Market Analysis III-21
Current & Future Analysis III-21
Market Overview III-21
Call Centers Foray into Less Populous Towns III-21
Large English-Speaking and Multilingual Talent Benefits the
Market III-21
Unsolicited Telemarketing - Canada Fights Back III-21
Strategic Corporate Development III-22
B.Market Analytics III-22
Table 26: Canadian Recent Past, Current & Future Analysis
for Call Centers Market Analyzed with Annual Expenditure on
Call Centers in US$ Million for Years 2013 through 2020
(includes corresponding Graph/Chart) III-22
Table 27: Canadian Historic Review for Call Centers Market
Analyzed with Annual Expenditure on Call Centers in US$
Million for Years 2006 through 2012 (includes corresponding
Graph/Chart) III-23
3. JAPAN III-24
A.Market Analysis III-24
Current & Future Analysis III-24
Market Overview III-24
B.Market Analytics III-25
Table 28: Japanese Recent Past, Current & Future Analysis
for Call Centers Market Analyzed with Annual Expenditure on
Call Centers in US$ Million for Years 2013 through 2020
(includes corresponding Graph/Chart) III-25
Table 29: Japanese Historic Review for Call Centers Market
Analyzed with Annual Expenditure on Call Centers in US$
Million for Years 2006 through 2012 (includes corresponding
Graph/Chart) III-26
4. EUROPE III-27
A.Market Analysis III-27
Current & Future Analysis III-27
Market Overview III-27
Locational Parameters: Important Trends III-28
Priority Requirements III-28
Ireland, the Netherlands and the UK: High-Profile Locations III-28
The Downside of the Success Story III-28
Alternate Regional Destinations III-29
Sub-regional Concept Rules Supreme III-29
Growth Moves to Small & Suburban Towns III-29
Noteworthy Market Trends, Growth Drivers & Issues III-30
Educated and Multilingual Workforce: A Key Advantage III-30
Outsourced Call Center Agent Positions on the Rise III-30
Call Centers Grow Techno-centric III-30
Rise in Internet and e-Commerce Spells Growth for Web-based
Call Centers III-31
Internet-Call Center Integration Takes Wings in Europe III-31
Multimedia Contact Centers Spring Up in Unexploited Markets III-31
Speech Recognition Technologies Hold Promising Potential III-32
CTI: The New Buzz Word on the Rounds III-32
Banking & Financial Services: The Key Vertical for Call
Centers III-33
Insurance Rely on Call Centers to Improve Customer Service III-33
B.Market Analytics III-34
Table 30: European Recent Past, Current & 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 Expenditure on Call Centers in US$ Million for Years
2013 through 2020 (includes corresponding Graph/Chart) III-34
Table 31: 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 Expenditure on
Call Centers in US$ Million for Years 2006 through 2012
(includes corresponding Graph/Chart) III-35
Table 32: European 15-Year Perspective for Call Centers by
Geographic Region - Percentage Breakdown of Expenditure for
France, Germany, Italy, UK, Spain, Russia, The Netherlands,
Ireland, Sweden and Rest of Europe Markets for Years 2006,
2014 and 2020 (includes corresponding Graph/Chart) III-36
4a. FRANCE III-37
A.Market Analysis III-37
Current & Future Analysis III-37
France: A Major Call Center Market in Western Europe III-37
Banking & Finance Sector Drives Growth in French Call Center
Market III-37
Table 33: French Call Centers Market (2013): Percentage
Breakdown of Call Center Spending by Vertical Industry
(includes corresponding Graph/Chart) III-38
Strategic Corporate Development III-38
Key Players III-38
B.Market Analytics III-39
Table 34: French Recent Past, Current & Future Analysis for
Call Centers Market Analyzed with Annual Expenditure on Call
Centers in US$ Million for Years 2013 through 2020 (includes
corresponding Graph/Chart) III-39
Table 35: French Historic Review for Call Centers Market
Analyzed with Annual Expenditure on Call Centers in US$
Million for Years 2006 through 2012 (includes corresponding
Graph/Chart) III-40
4b. GERMANY III-41
A.Market Analysis III-41
Current & Future Analysis III-41
German Call Centers: An Introduction III-41
Key Market Drivers III-41
Exceptionally High Standards of Customer Service III-41
Availability of Skilled and Relatively Low Cost Labor III-41
High Mobile Phone Usage III-42
Liberalization Opens Avenues for Overseas Players III-42
Key Market Barriers III-42
Stringent Regulatory Norms Set Up High Entry Barriers III-42
Stringent Labor Laws Restrict Rapid Growth III-43
B.Market Analytics III-43
Table 36: German Recent Past, Current & Future Analysis for
Call Centers Market Analyzed with Annual Expenditure on Call
Centers in US$ Million for Years 2013 through 2020 (includes
corresponding Graph/Chart) III-43
Table 37: German Historic Review for Call Centers Market
Analyzed with Annual Expenditure on Call Centers in US$
Million for Years 2006 through 2012 (includes corresponding
Graph/Chart) III-44
4c. ITALY III-45
A.Market Analysis III-45
Current & Future Analysis III-45
Market Overview III-45
B.Market Analytics III-45
Table 38: Italian Recent Past, Current & Future Analysis for
Call Centers Market Analyzed with Annual Expenditure on Call
Centers in US$ Million for Years 2013 through 2020 (includes
corresponding Graph/Chart) III-45
Table 39: Italian Historic Review for Call Centers Market
Analyzed with Annual Expenditure on Call Centers in US$
Million for Years 2006 through 2012 (includes corresponding
Graph/Chart) III-46
4d. THE UNITED KINGDOM III-47
A.Market Analysis III-47
Current & Future Analysis III-47
The UK: A Key Call Center Market III-47
Financial Services Command More Share III-47
UK Companies Reverting to Domestic Call Centers III-48
Strategic Corporate Developments III-48
Capita Customer Management Limited - A Key UK Player III-49
B.Market Analytics III-49
Table 40: UK Recent Past, Current & Future Analysis for Call
Centers Market Analyzed with Annual Expenditure on Call
Centers in US$ Million for Years 2013 through 2020 (includes
corresponding Graph/Chart) III-49
Table 41: UK Historic Review for Call Centers Market
Analyzed with Annual Expenditure on Call Centers in US$
Million for Years 2006 through 2012 (includes corresponding
Graph/Chart) III-50
4e. SPAIN III-51
A.Market Analysis III-51
Current & Future Analysis III-51
Market Overview III-51
Market Drivers III-51
Multilingual Workforce III-51
Government Initiatives III-52
B.Market Analytics III-52
Table 42: Spanish Recent Past, Current & Future Analysis for
Call Centers Market Analyzed with Annual Expenditure on Call
Centers in US$ Million for Years 2013 through 2020 (includes
corresponding Graph/Chart) III-52
Table 43: Spanish Historic Review for Call Centers Market
Analyzed with Annual Expenditure on Call Centers in US$
Million for Years 2006 through 2012 (includes corresponding
Graph/Chart) III-53
4f. RUSSIA III-54
A.Market Analysis III-54
Current & Future Analysis III-54
Strategic Corporate Developments III-54
B.Market Analytics III-55
Table 44: Russian Recent Past, Current & Future Analysis for
Call Centers Market Analyzed with Annual Expenditure on Call
Centers in US$ Million for Years 2013 through 2020 (includes
corresponding Graph/Chart) III-55
Table 45: Russian Historic Review for Call Centers Market
Analyzed with Annual Expenditure on Call Centers in US$
Million for Years 2006 through 2012 (includes corresponding
Graph/Chart) III-56
4g. THE NETHERLANDS III-57
A.Market Analysis III-57
Current & Future Analysis III-57
The Netherlands: A Mature Call Center Market III-57
The "King of Benelux" Call Center Market III-57
Favorite Call Center Destination for Pan-European Operations III-57
Market Drivers III-58
Multilingual Workforce with a Diverse Cultural Background III-58
Availability of Qualified Computer-Literate Labor III-58
Relatively Low Labor and Operational Costs III-58
Hassle-free Legal & Regulatory Framework III-59
No Bar on B2C and B2B Telemarketing Calls III-59
Widespread Consumer Acceptance to Products/Services via
Call Centers III-59
B.Market Analytics III-60
Table 46: The Netherlands Recent Past, Current & Future
Analysis for Call Centers Market Analyzed with Annual
Expenditure on Call Centers in US$ Million for Years 2013
through 2020 (includes corresponding Graph/Chart) III-60
Table 47: The Netherlands Historic Review for Call Centers
Market Analyzed with Annual Expenditure on Call Centers in
US$ Million for Years 2006 through 2012 (includes
corresponding Graph/Chart) III-61
4h. IRELAND III-62
A.Market Analysis III-62
Current & Future Analysis III-62
Ireland: A Leading European Call Center Market III-62
Preferred Destination for US Players III-62
Large Educated Workforce Capable of Handling All Major
European Languages III-62
Relatively Low Costs of Employment III-63
Government Initiatives III-63
Ireland Sees Increased Competition from Asian Nations III-63
Strategic Corporate Development III-64
Key Players III-64
B.Market Analytics III-65
Table 48: Irish Recent Past, Current & Future Analysis for
Call Centers Market Analyzed with Annual Expenditure on Call
Centers in US$ Million for Years 2013 through 2020 (includes
corresponding Graph/Chart) III-65
Table 49: Irish Historic Review for Call Centers Market
Analyzed with Annual Expenditure on Call Centers in US$
Million for Years 2006 through 2012 (includes corresponding
Graph/Chart) III-66
4i. SWEDEN III-67
A.Market Analysis III-67
Current & Future Analysis III-67
Sweden: An Evolving European Call Center Market III-67
Market Drivers III-67
Relatively Low Labor Cost III-67
Availability of Educated and Internet-Savvy Workforce III-68
B.Market Analytics III-68
Table 50: Swedish Recent Past, Current & Future Analysis for
Call Centers Market Analyzed with Annual Expenditure on Call
Centers in US$ Million for Years 2013 through 2020 (includes
corresponding Graph/Chart) III-68
Table 51: Swedish Historic Review for Call Centers Market
Analyzed with Annual Expenditure on Call Centers in US$
Million for Years 2006 through 2012 (includes corresponding
Graph/Chart) III-69
4j. REST OF EUROPE III-70
A.Market Analysis III-70
Current & Future Analysis III-70
Major Regional Markets III-70
Belgium III-70
Regulatory Environment III-70
Denmark III-70
Norway III-71
Central and Eastern Markets III-71
Hungary III-71
Austria III-71
Finland III-72
Poland III-72
Czech Republic III-72
Turkey III-72
Strategic Corporate Developments III-73
Genpact - A Global Bermudian Company III-74
B.Market Analytics III-74
Table 52: Rest of Europe Recent Past, Current & Future
Analysis for Call Centers Market Analyzed with Annual
Expenditure on Call Centers in US$ Million for Years 2013
through 2020 (includes corresponding Graph/Chart) III-74
Table 53: Rest of Europe Historic Review for Call Centers
Market Analyzed with Annual Expenditure on Call Centers in
US$ Million for Years 2006 through 2012 (includes
corresponding Graph/Chart) III-75
5. ASIA-PACIFIC III-76
A.Market Analysis III-76
Current & Future Analysis III-76
Asia-Pacific: The New Global Call Center Hub III-76
Table 54: Asia-Pacific Outsourced Call Centers Market
(2013): Percentage Breakdown of Expenditure by Activity
(includes corresponding Graph/Chart) III-77
Low Labor and Operational Costs Remain Trump Cards III-77
Does Intense Competition Imply Unparalleled Customer Service? III-77
Asian Offshore Outsourcing Services: A Huge and Expanding
Market III-77
Table 55: Asia Offshore Call Center Outsourcing Market
(2013): Percentage Breakdown of Expenditure by Source
Country (includes corresponding Graph/Chart) III-78
Asia-Pacific Call Center Market: On the Move from "Offshore"
to "Onshore" III-78
Transforming Technologies Drive Market Growth III-78
Internet-Call Center Integration Picks Up Momentum III-79
B.Market Analytics III-80
Table 56: Asia-Pacific Recent Past, Current & Future
Analysis for Call Centers by Geographic Region - Australia,
China, India, Philippines, Singapore, and Rest of
Asia-Pacific Markets Independently Analyzed with Annual
Expenditure on Call Centers in US$ Million for Years 2013
through 2020 (includes corresponding Graph/Chart) III-80
Table 57: Asia-Pacific Hi
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