Reportlinker Adds Global Call Centers Industry

NEW YORK, Nov. 15, 2010 /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

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

CALL CENTERS MCP-1145

A GLOBAL STRATEGIC BUSINESS REPORT

CONTENTS

1. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS 1

Study Reliability and Reporting Limitations 1

Disclaimers 2

Data interpretation & reporting level 3

Quantitative Techniques & Analytics 3

Product Definitions and Scope of Study 3

2. INDUSTRY OVERVIEW 4

Current and Future Analysis 4

Down to the Basics - An Introduction 5

Call Centers - The Coming of Age 5

Current Scenario: A Review 6

Cooling World Economy Sours Prospects for Call Centers 6

Emerging Markets Although Hurting Stand Relatively Cushioned

As Outsourcing Grows 7

Recession Implications for Call Centers Business Models 8

Outlook 8

Rising Focus on Investments and Tactics in 2011 9

3. GLOBAL ISSUES AND TRENDS 10

Key Issues 10

Cost Reduction & Efficiency Enhancements - Formulae for

Survival & Growth 10

Cost Reductions - The Road to Success 10

Efficiency Enhancements - Vital Component 10

Human Resources - Ranking Above Technology 10

General Industry Trends 11

From 'Call' Centers to 'Contact' Centers 11

Multiple Outsourced Call Centers - Order of the Day 11

From CRM to eRM - Multichannel Centers on the Rise 11

CEM - A New Strategy or an Added Jargon? 12

Transformation from Cost Centers to Profit Centers 12

Rising Number of Home Agents 12

Emergence of Web 2.0 13

Worldwide Call Center Capacity Spurt 13

Outsourcing - Dominating Segment 13

Managing Multilingual Customers - CRM Comes to Aid 14

Complaints Handling - The Most Likely Outsourced Function 14

Cost Minimization Drives Call Centers to Low Wage Cities 14

Product and Technology Trends 15

Key Technologies Driving Growth: VoIP and Open, Standards-

Based Software 15

Transforming Call Centers Market - Need for Technological

Adaptability 15

Evolving Database Technologies and Management Strategies 15

The Emergence of Call Center 2.0 16

Innovations to Drive Profit Margins 16

Benefits of Call Center 2.0 17

Technological Features of Call Center 2.0 17

IP Contact Centers and UC to Register Robust Growth 18

Customer Support & Sales Force Automation Dominate Software

Applications 18

Table 1: World Call Centers Market (2006): Percentage Share

Breakdown by Training Types -Soft Skills, Telephone Courtesy

and Others (includes corresponding Graph/Chart) 19

Advent of Internet Technologies Revolutionizing Call Centers 19

VoIP - Fast Replacing Circuit-Switched Architectures 19

Integrated Services - Offering a Level Playing Field to

Small-and Mid-Sized Players 19

Speech Recognition Technologies Transform Agent Training 20

Web Sites and Call Centers - United They Thrive 20

Multi-site Call Routing Solutions - Popular with Large Global

Firms 20

Customer Routing Yet to Gain Significant Ground 21

Hosted or Networked Server-based Call Centers on the Rise 21

Virtual Hosted Call Center Market - High Potential in the Offing 21

Voice-Driven CRM and VoiceXML Enlarge Scope for Customer

Interactions 22

Voice-Driven CRM 22

Voice XML 22

Help Desk and Call Center Companies Shift Solutions to

Browser-based Architecture 23

Other Technology-Based Trends in Call Centers 23

Cost and Budgetary Trends 23

Telecommunication Costs Set for a Marginally Declining Trend 23

Operational Costs and Budgets Continue to Expand 24

Operational Services and Telecom Related Costs Corner Lion's

Share 24

End Use Vertical Industry Trends 24

Financial Services and Distribution - The Outsourcing Area of

Choice 24

Banks Increasingly Perceive Call Center as a Sales and

Service Point 25

Technology-Driven Banks Offering Service Enhancements at

Contact Centers 25

Intelligent Call Routing 25

Campaign Management Software 26

Integration of Call Centers and Bank Branches 26

Customer Differentiation 26

Insurance Companies Lead in Call Center Technology Absorption 26

Global Trends In Offshore Call Center Location 27

Network Strategy - A Critical Component in selection of a New

Destination 27

Global Outsourced Contact Center Market - An Overview 27

Table 2: Leading Players in the World Outsourced Contact

Center Market (2006): Percentage Breakdown of Sales Revenues

for Convergys, Sitel, Teleperformance, Teletech,, West,

Sykes, ICT Group and Others (includes corresponding

Graph/Chart) 28

Table 3: Global Business Process Outsourcing Industry (2007):

Percentage Share Breakdown by Destination Location (includes

corresponding Graph/Chart) 28

Table 4: Global Business Process Outsourcing Industry (2007):

Average Salaries for Entry Level Positions for South Africa,

Mexico, China, Egypt, India, and Philippines (includes

corresponding Graph/Chart) 29

North American IP Contact Center Market 29

Benefits of IP Centers 29

Obstacles for IP Deployment 29

4. CONCEPTUAL OVERVIEW 30

Functional Definition 30

Call Center Activities 30

Inbound Call Reception and Routing 30

Automated Inbound Call Routing 30

Advantages of Automated inbound call routing applications 30

Outbound Telemarketing Call 31

Call Handling Time 31

Table 5: Global Call Centers Industry (2006): Call Handling

Time (in seconds) for India, US, Canada, Spain, UK and

Brazil (includes corresponding Graph/Chart) 31

Complaints Handling 31

Customer Information Services / Help Desks 32

Debt Chasing 32

Field Service Support 33

Field service and support activity advantages include 33

Classification on the Basis of Ownership 33

In-House Centers 33

Outsourced Call Centers 33

Service Bureau 33

Classification on the basis of Operations 34

Inbound Call Centers 34

Outbound (Telemarketing) Centers 34

Nature of Services Offered 34

Consulting 34

Outsourcing 34

Training 34

Vendor Sales 34

Consultant Training 35

Call Center Technologies-By Area of Application 35

Voice 35

Telephone Switches (ACDs) and Voice Networks 35

Telephone Switches/Automated Call Distributors (ACDs) 35

Voice Networks 35

Voice Response Systems (IVR/VRU) 35

Voice Response Unit (VRU) 36

Speech Recognition Technologies 36

Voice Over Internet Protocol (VoIP) 36

Data 37

Workstations and Databases 37

Workstations 37

Database 37

Customer Relationship Management (CRM) Tools 37

CRM Tools 37

Enterprise CRM 37

Mid-Market CRM 38

Customer Data Integration 38

Enterprise Analytics, Business Intelligence and Data

Warehousing 38

Computer Telephony Integration (CTI) 38

Web 38

Website and E-mail 38

Website 38

E-Mail 39

Web Integration (Text chat and Web Calls) 39

Web Chat 39

Web Call-back 39

Fully Integrated Unified Messaging System 39

Multimedia Technologies 39

Systems 40

ACD Systems 40

Automatic Call Distributor (ACD) 40

Outbound System 40

Interactive Voice Response (IVR) Systems 40

Advantages of employing IVR system include 41

Voice Messaging Systems 41

Simple Voice Message Broadcasting 41

Custom Voice Message Broadcasting 41

Voice Message Broadcasting and Touchphone Response 42

Software 42

Workforce Management Software 42

Workforce Automation Software 42

Sales Force Automation Software 43

For Sales Executives 43

For Sales Manager 43

Customer Interaction Software 44

CTI Enabling Software 44

Call Monitoring Software 44

5. VERTICAL END-USE INDUSTRIES 45

Table 6: Worldwide Call Centers Market (2007): Percentage

Breakdown of Call Center Spending by Major Vertical Markets -

Financial Services, Telecommunications, Manufacturing,

Transport and Others (includes corresponding Graph/Chart) 45

Telecommunications 45

Financial Services (Inclusive of Banks and Insurance Firms) 46

Banks 46

Banks Transform Call Centers for Organic Growth 46

Methodologies for Effective Cross Selling 46

Insurance Firms 47

Hospitality 47

Transportation 48

Healthcare 48

Manufacturing 48

Retail and Distribution 49

Utilities 49

Outsourcing 49

Table 7: Worldwide Call Centers Market (2007): Percentage

Share Breakdown of Call Center Types by Areas of Operation -

Customer Service and Support, Telesales/ Telemarketing,

Customer Support & Sales, Collections, Billing & Other

Payment Issues and Others (includes corresponding

Graph/Chart) 50

6. STRATEGIC INSIGHT 51

Site Location Strategies 51

Introduction to Site Location 51

The Basics 51

Major Parameters in Site Location 51

Labor, Labor and Labor. 51

Education 52

Infrastructure 52

Cost 52

Labor Costs 52

Infrastructure and Technology Costs 53

Occupancy/Real estate Costs 53

Taxes 53

Start-up Costs 53

Other Factors in Site Selection 53

Cross-Media Centers' - A Preview of Next Generation 'Contact'

Strategies 54

Cross-Media Call Center Architecture 54

Queuing Architecture 54

Queue Engine 54

Contingency Strategies - Ensuring Business Continuity in a

Disaster 54

Down Time Hurts in a Time-Sensitive Environment 54

Business Continuity Plan - The Basics 55

Other Considerations While Drafting a Business Continuity Plan 55

7. EVOLUTION OF THE NEW AGE CONTACT CENTERS 56

CRM and Contact Centers - Two Worlds Apart 56

The Contact Center Disharmony 57

Contact Centers in Defense 57

Complex Structural Setup 57

Hierarchical Reporting Structure 57

Time to Realign Priorities 58

Evolution of the New Age Contact Centers: Critical Areas of Focus 58

In Conclusion 59

The Modern Day Call Center 59

Technologies in Use in a New Age Setup 59

Skill-based Routing 59

Routing Strategies 59

Types of Contacts in a Contact Center 60

8. RELATED INDUSTRY DISCUSSION 61

Customer Experience Management 61

CEM - Leveraging Call Center Data with Decision Making 61

CEM as a Value Proposition 61

Proactive Problem Resolution 61

Delivering Marketing Feedback 61

Enhanced Sales Closures 62

Risk Management 62

Workforce Management 62

9. CALL CENTER CONSOLIDATION - WHETHER, WHY AND HOW 63

Widely Dispersed Call Centers - A Rationale 63

Motivators for Call center Consolidation 64

Costs of Scale 64

A Review of Consolidation Activity 65

10. PERTINENT REGULATORY ISSUES 66

Legal and Regulatory Framework 66

Predictive Dialing 66

Tring.. Tring Hello ! ??.? 66

The Preface to the Showdown 66

Privacy Legislations 67

Federal Laws prohibits Sale of Consumer Health Data 67

Cell Phone Legislations Zap Outbound Calls? 67

11. TECHNOLOGICAL BREAKTHROUGHS / INNOVATIONS 68

Automatic Call Distributing (ACD) Products- From Standalone to

Open and Networked Systems 68

Add-on/ACD Enhancement Products 68

ACD Message Boards 68

Digital Announcers/Automated Attendants/ Fax-on-Demand 69

Digital Announcers 69

Automated Attendants 69

Fax-On-Demand 69

Dialing Platforms - The Advent of Call Blending 69

Contact Management 70

Turnkey Solutions - Moving Onto PC/IP Platforms 70

CTI Technologies on the Anvil 70

CTI APIs and Middleware 70

Placing of Outbound Calls 70

Call Progress Detection 70

Speech Recognition and Interactive Television Technologies 71

Internet / Web-enabling Technologies for Call Centers 71

Developments in Web-Enabling Technology 72

Call-Through Technologies to Replace Call-Back and Text-Chat 72

12. NEW PRODUCT/SERVICE INTRODUCTIONS 73

Verizon Introduces Verizon VoIP Inbound 73

Step to Call Center Unveils Call Center Kit's Arabic Version 73

QualiPlex Software Introduces Unite PBX v2.0 and Unite Call

Center v2.0 73

Shiftboard Launches Scheduling Solution 73

Vodacom, Presence Technology and Inovo Introduces Call Center

Service 74

SFR Business Team Unveils Pack Contact 74

Officescape Introduces Software for Call Centers 74

Vialinx Install On-Demand-Call Center Software of Five9 74

Zeacom Launches Record and Evaluate Module 75

Chunghwa Forms joint Venture with Xiamen City's Government to

Manage Call Center Business 75

Broadcore Commences Broadcore Call Center 75

KUNNECT Introduces Hosted Call Center Solution 76

Tadiran Telecom Introduces Composit Contact Pro 76

Aspect Launches Aspect® Unified IPTM 6.6 76

The PerformanceEdge Group to Introduce Hiring and eLearning

Solutions 76

Aspect Software Introduces PerformanceEdgeTM and Aspect®

Unified IPTM Solutions 77

Avaya Rolls Out new Customer Service Solutions Portfolios 77

Avaya Unveils New Customer Service Applications 78

Avaya Introduces Avaya IP Softphone 78

Avaya Launches New Customer Service Call Box Solution 78

Avaya Unveils Wireless Telephones 79

Oracle Launches Oracle Contact Centre Anywhere 8.1.1 79

AirAsia X Introduces Toll-free Number 79

13. RECENT INDUSTRY ACTIVITY 80

Teleperformance Acquires beCogent 80

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

Vietnam 80

Sykes Enterprises to Establish Call Center in Berlin 80

Teleperformance Initiates Costa Rican Call Center Operations 80

Artfest International Sets Up Network Marketing Call Center 81

Stream Global Services Completes eTelecare Global Solutions

Integration 81

Teleperformance Snaps Up Contact Center Services Provider

Based in Turkey 81

CCT Group Snaps Up Interactive Response Technologies 81

Sykes Enterprises Snaps Up ICT Group 82

Bharti Teletech and Avaya Enter into Agreement 82

One To One Contacts Enters into Contracts with TOT Public and

State Railway of Thailand 82

Macquarie Telecom Group Establishes MacquarieHUB 82

Telekom and AsissTT Establish New Customer Care Center 83

C3 to Establish Call Center in Idaho 83

Rollins Deploys Upgraded EDGE 2020 and Interaction Optimizer

in Call Centers 83

Hinduja Global Solutions Took Over Careline Services 83

Sparsh BPO Services Signs Contract with Insurance Regulatory

and Development Authority 83

Lancaster Newspapers Opens Call Center 84

New York Daily News Deploys Five9 Virtual Call Center Software

of Five9 84

Videotron and Ministere de l'Emploi et de la Solidarite

Sociale to Open New Customer Contact Center in Gatineau 84

Sitel Expands Call Center in Tenn 84

Aegis to Take Over Call Center of Sallie Mae in Texas 85

Pinnacle Security Upgrades Technology and Expands Call Center

in Utah 85

Ctrip.com International Opens New Customer Care Center in Jiangsu 85

Ufone Opens New Customer Care Center in Lahore 85

Mortgage Contracting Services Introduces Call Center Service 85

Client Services Launches Call Center in Lenexa 85

UP Power Launches Computerized Call Centre 86

Sales Focus Establishes Call Centre in Kansas 86

LiveOps Enters into Partnership with Keniks 86

Teleperformance to Establish Contact Center 86

Oki Networks Improves Call Centre System 87

Hinduja Global Solutions Establishes Call Center in Iloilo 87

Servion Consolidates Call Centre Operations for Kotak Group 87

Econet Starts Biggest Call Center 88

Allconnect Establishes New Sales Center in Virginia 88

CosmoCom and Tata Communications Enter into Partnership with S

Tel 88

Gartner Magic Quadrant Includes Aegis for North American CRM

Contact Center BPO 88

Lockheed Martin and U.S. Census Bureau Unveil Call Center in Utah 88

Sales Focus Establishes Inside Sales Call Center 89

DYXnet Opens IP Call Center 89

Trustwave Set Up New Compliance Call Center 89

Coolpad Introduces the First 3G Video Call Center 90

Cox Communication to Close the Roanoke Call Center 90

Noble Systems Acquires Liberation® Product line from

TeleDirect International 90

Noble Systems Acquires TouchStar Assets 91

Genesys Snaps Up SDE Software Development Engineering 91

Avaya Snaps Up Agile Software 91

Advanis Snaps Up Itracks Call Center 92

Avaya to Unveil New Customer Service Solutions 92

LG Electronics Launches Call Center in Lebanon 92

CNH Parts & Services Starts Operations at Technical Call-Center 93

Teleperformance India Begins Operations at New Contact Center

in India 93

Affiliated Computer Services Snaps Up e-Services Group

International 93

Transcom to Establish Call Center in Philippines 94

Avaya Acquires Nortel Enterprise Solutions 94

Aspect Takes Over Assets of AIM Technology 94

Dell to Take Over Perot Systems 95

Colorado Springs Utilities Adopts Qwest Call Center Solution 96

Hero Group Purchases Dalglen BPO 96

Brasil Telecom to Start Call Center 96

Allsec Technologies Buys Kingdom Builders 96

Genpact Acquires Citi Group's Call Centers 97

Cystelcom and eGain Solutions Enter into Partnership 97

IA Global Purchases Asia Premier Executive Suites 97

MindPearl to Set Up Contact Center 97

Trend Micro to Start New Contact Center 97

Tech Mahindra to Establish Contact Center 97

Aspect Commences Technical Support Center 98

Kenya Revenue Authority to Start Integrated Tax Management System 98

iiNet Starts Contact Center 98

EDS Commences Multivendor Management 98

Tandberg to Start Help Desk Operations 98

BCR Asigurari Starts Call Center Service 98

AT&T Sets Up Call Center 99

Yucheng Technologies to Establish Contact Center 99

GPS Industries Starts Support and Service Call Center 99

Allied Bank Signs Agreement with Telecard 99

Metro One Telecommunications Expands Contact Center Capacity 99

Healthdirect Starts Medical Contact Center 100

Amazon to Open New Call Center 100

ETelecare Global Solutions to Start Call Center 100

Sri Lanka Telecom Expands Contact Center Network 100

SynXis Launches Asia Pacific Call Center 100

Salmat SalesForce Starts Contact Center 100

IBM Commences Regional Contact Center in Malaysia 100

AAMI Starts New Contact Centre 101

Sitel to Establish Call Center 101

N.E.W. Customer Service Companies Commences Contact Center 101

Better Quality IT and Central Communication Merge 101

Trustmark Mutual Holding Purchases Health Contact Partners 101

Stratton Spain to Acquire Multienlace 101

DIRECTV Starts Huntington Call Center 102

Amacore Group Takes Over US Health Benefits Group 102

TeleTech Holdings Signs Agreement with Major Technology

Products Company 102

TeleTech Holdings Enters into Agreement with Major Mobile

Communications Company 102

UCMS Group Signs Outsourcing Contract 102

Integrated Quality Technologies Acquires Durham Contact Centre 102

Enghouse Systems Takes Over Envox Group 103

Stream Global Acquires El Salvador Contact Center of Dell 103

Eniro Finland Purchases Sentraali 103

GSI Commerce Signs Agreement with Innotrac 103

arvato Takes Over Qualytel Teleservices 104

Convergys Acquires Intervoice 104

Aegis BPO Services Purchases Call Center Division of AOL 104

Salesforce.com Takes Over InStranet 104

Vertical Thought Buys SOAdesk 105

Dnata Contact Purchases Share of Mindpearl Group 105

Appletree Answering Service Acquires Available Communications 105

Firstsource Solutions to Purchase Call Center Operations 105

Silverline Technologies Takes Over OMDR 106

Orange to Take Back Call Centers 106

Tata Sky and Ubona Technologies Sign Agreement 106

TTE Signs Partnership Agreement with Alcatel-Lucent 106

Guardian Capital Partners Acquires Stake in Corporate Call Center 107

DTAC Establishes Call Centre 107

H1 Communication to Purchase CCB Call Center Bolaget 107

Client Center Alliance Acquires Stake in SMST 107

European Aeronautic Defence and Space Takes Over PlantCML 108

Paxys to Purchase Stake in Ubaldo Reidenbach 108

Genpact Partners with Austin Logistics 108

Genpact and Ceridian Corporation Sign Contract 108

Affiliated Computer Services Takes Over Grupo Multivoice 109

Affiliated Computer Services and City of Riverside Sign Contract 109

Affiliated Computer Services Opens New Call Center Facility 109

Affiliated Computer Services Acquires Transportation

Management Systems 109

Affiliated Computer Services Signs Agreement with CompIQ

Corporation 110

Affiliated Computer Services Takes Over Communications

Development 110

Affiliated Computer Services Snaps Up Syan Holdings Limited 110

Alliance Data Systems Corporation Inks Extension Agreement

with The City of Austin 111

StarHub and APAC Customer Services Sign Agreement 111

Aspect Opens Customer Briefing Centers 111

Domino's Pizza Selects Avaya 111

Callray Communications Offers Avaya Compliant Solutions 112

TNL Contax Forms TODO BPO e Solucoes em Tecnologia 112

Convergys Renews Contract with Comcast 112

Alcatel-Lucent and Convergys Sign Agreement 113

Convergys Acquires Shanghai Hong Xun Software 113

iiNet Authorizes Merchants to Establish and Operate Customer

Service Center 113

PCI Constructs Unified Communications Contact Center 113

Choice Hotels International Selects Sitel 114

Sitel to Start Customer Care Center 114

Sitel to Start Customer Care Facility in Erwin 114

Stellar Wins Tender Contract from Western Australian Electoral

Commission 114

Stellar Renews Contract with Simply Energy 115

Stellar Restaurant Solutions Bags Contract from Borriello

Brothers 115

Stellar Signs Deal with the Ethan Group 115

Stellar Signs Deal with Lake 116

Stream Holdings Merges with Global BPO 116

Sykes Enterprises Starts Contact Center within Denmark 116

Teleperformance Signs Agreement with First Call 117

Teleperformance Divests Stake in Institut Superieur du

Marketing and Institut Du Call Center 117

TeleTech Holdings Bags Contract from the U.S. General Services

Administration 117

Direct Alliance and EngagementHealth Enter into Agreement 117

TeleTech Holdings and JNET Communications Enter into Agreement 118

Transcom WorldWide Bags Contract from BBVA 118

VoiceObjects Enters into Agreement with UCMS Solutions 118

Ventura to Rebrand 118

Wipro BPO Enters into Partnership with AmBev 119

Wipro Technologies Starts Contact Center 119

TIVIT Merges with Telefutura 119

14. FOCUS ON SELECT GLOBAL PLAYERS 120

24/7Customer (India) 120

Acumen Telecomunicaciones SA de CV (Mexico) 120

Alliance Data Systems, Inc. (US) 120

APAC Customer Services, Inc. (US) 121

ATOS Origin, S.A. (France) 121

Avaya Inc. (US) 121

BT Communications Ireland Limited (Ireland) 122

Convergys Corp. (US) 122

Datamatics Global Services Limited (India) 122

Entel Call Center (Chile) 123

EXL Service Holdings, Inc. (US) 123

Genpact (India) 123

GTL Ltd. (India) 124

HCL BPO Services NI Ltd 124

IBM Daksh Business Process Services Pvt. Ltd (India) 124

Inkfish Call Centers Limited (UK) 124

Merchants Limited (UK) 125

Plusoft Informatica (Brazil) 125

Quality Plus Callscan Australia Pty Ltd. (Australia) 125

Sitel (US) 125

Stream Global Services Inc. (US) 126

Sykes Enterprises, Inc. (US) 126

Teleperformance SA (France) 126

Touchbase (UK) 126

TRG Customer Solutions (US) 126

Ventura Pvt Ltd (UK) 127

West Corporation (US) 127

Wipro Technologies Ltd (India) 127

15. GLOBAL MARKET PERSPECTIVE 128

Table 8: World Recent Past, Current and Future Analysis for

Call Centers by Geographic Region - US, Canada, Japan, Europe,

Asia-Pacific (excluding Japan), Latin America and Rest of the

World Markets Independently Analyzed with Annual Service

Revenues in US$ Million for Years 2007 through 2015 (includes

corresponding Graph/Chart) 128

Table 9: World Historic Review for Call Centers by Geographic

Region - US, Canada, Japan, Europe, Asia-Pacific (excluding

Japan), Latin America and Rest of the World Markets

Independently Analyzed with Annual Service Revenues in US$

Million for Years 2000 through 2006 (includes corresponding

Graph/Chart) 129

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

Geographic Region - Percentage Breakdown of Service Revenues

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

Latin America and Rest of the World Markets for Years 2005,

2010 & 2015 (includes corresponding Graph/Chart) 130

16. THE UNITED STATES 131

A.Market Analysis 131

Overview 131

General Introduction 131

MNCs Chant the Outsourcing Mantra for Global Expansion 131

Outsourcing by Sector 131

Financial Services 131

Transportation Sector 131

Distribution Sector 132

Telecommunication Sector 132

Insurance and Utilities 132

Current and Future Analysis 132

Key Issues 133

Cost Reduction Continues to Dictate Outsourcing Decisions 133

Proximity to Headquarters - Prime Consideration for Site

Selection 133

Industry Trends 134

Call Centers - Getting Bigger and More Sophisticated 134

Table 11: North American Call Centers Industry

(2006-2008): Percentage Breakdown of Agents by In-House

and Outsourced Positions (includes corresponding

Graph/Chart) 135

Web-Enabled Call Centers Set to Outpace Conventional Ones 135

Call Centers - A Major Employer 136

Workforce Turnover - On the Higher Side? 136

Outsourcing Adversely Affects US Call Center Jobs 136

Companies Emphasize on Quality of Customer Service 136

Vertical Market Trends 137

Financial Services, Banks and Insurance Remain Leading

Investors 137

Table 12: US Contact Centers Industry (2006): Percentage

Breakdown of Call Centers by Vertical Industry for Retail

and Distribution, Finance, Manufacturing, Services,

Telecom, Public Services, IT, Outsourcing and

Telemarketing and Others (includes corresponding

Graph/Chart) 137

Call Center Software Market in the US 138

Table 13: Contact Center Software Market in the US (2007):

Percentage Breakdown of Revenues by Application for IVR

Market, ACD Market, Quality/Recording, Outbound/Predictive

Dialing, CTI Market and Workforce Management (includes

corresponding Graph/Chart) 138

Table 14: Leading Players in the US CRM Software Market

(2006): Percentage Share Breakdown of Revenues for SAP,

Siebel, Amdocs, Oracle, Dendrite and Others (includes

corresponding Graph/Chart) 139

US Dominates Call Center Software Usage 139

US-based Vendors Dominate Global Call Center Software Market 139

Superior functionality is the New Customer Mantra for Software 139

IVR Set to Make Deeper Inroads into the Call Center Market 139

Workforce Management Software Finds More Takers 140

Regulatory Issues in the US Industry 140

US Vs Europe - Safe Harbor and Effect on Call Centers 140

Safe Harbor - What it Entails 140

Privacy Protection Policies - The Trans- Atlantic Divide 141

How 'Safe' is Safe Harbor? 142

Legal and Regulatory Framework 142

Insurance Call Centers in California to Employ Licensed Agents 142

DNC Registery 142

Federal Laws prohibits Sale of Consumer Health Data 143

B.Market Analytics 144

Table 15: US Recent Past, Current & Future Analysis for Call

Centers Independently Analyzed with Annual Service Revenues

in US$ million for the Years 2007 through 2015. (includes

corresponding Graph/Chart) 144

Table 16: US Historic Review for Call Centers Independently

Analyzed with Annual Service Revenues in US$ million for the

Years 2000 through 2006 (includes corresponding Graph/Chart) 144

17. CANADA 145

A.Market Analysis 145

Current and Future Analysis 145

Favorable Exchange Rate Encourages Outsourcing Operations 145

Table 17: Canadian Call Center Industry (2006- 2008):

Percentage Breakdown of Outsourced Agent Positions by

Domestic and Offshore Locations (includes corresponding

Graph/Chart) 145

Availability of Large English-Speaking and Multilingual

Talent Pools 146

Issues and Trends 146

Unsolicited Telemarketing - Canada Fights Back 146

Call Centers into Less Populous Towns 146

B.Market Analytics 147

Table 18: Canadian Recent Past, Current & Future Analysis

for Call Centers Independently Analyzed with Annual Service

Revenues in US$ million for the Years 2007 through 2015

(includes corresponding Graph/Chart) 147

Table 19: Canadian Historic Review for Call Centers

Independently Analyzed with Annual Service Revenues in US$

million for the Years 2000 through 2006 (includes

corresponding Graph/Chart) 147

18. JAPAN 148

A.Market Analysis 148

Current and Future Analysis 148

B.Market Analytics 148

Table 20: Japanese Recent Past, Current & Future Analysis

for Call Centers Independently Analyzed with Annual Service

Revenues in US$ million for the Years 2007 through 2015

(includes corresponding Graph/Chart) 148

Table 21: Japanese Historic Review for Call Centers

Independently Analyzed with Annual Service Revenues in US$

million for the Years 2000 through 2006 (includes

corresponding Graph/Chart) 149

19. EUROPE 150

A.Market Analysis 150

Current and Future Analysis 150

Issues and Trends 150

Finance Industry Seeks Call Center Services 150

An Important Hub 150

Highly Fragmented Market 151

EU Call Center Revenues - A Four Nation Show? 151

Locational Parameters - Important Trends 152

Priority Requirements 152

High-Profile Locations 152

Ireland, the Netherlands and the United Kingdom 152

The Downside of the Success Story 152

Alternate Regional Destinations 153

Sub-regional Concept Rules Supreme 153

Market Drivers 154

Educated and Multilingual Workforce - An Advantage 154

CRM Technologies Herald Evolution of Multimedia Contact

Centers 154

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

Call Centers 154

Market Trends 155

Growth Moves to Small & Suburban Towns 155

Call centers Grow Techno-centric 155

Competition - Having it the Customer's way 156

Outsourced Call Center Agent Positions on the Rise 156

Internet-Call Center Integration Takes Wings in Europe 156

Multimedia Contact Centers Spring up in Unexploited Markets 157

Technology Trends 157

Voice over IP - Preferred Medium in Web-based Call Centers 157

Speech Recognition Technologies Hold Promising Potential 158

CTI - The New Buzz Word on the Rounds 158

Vertical Industry Highlights 159

Leading Call Center Revenue Earners 159

Banks and Insurance Step up the Gas on Call Center Usage 159

Banks 159

Insurance Companies 159

B.Market Analytics 160

Table 22: European Recent Past, Current and Future Analysis

for Call Centers by Geographic Region - France, Germany,

Italy, UK, Spain, Russia, The Netherlands, Ireland, Sweden

and Rest of Europe Markets Independently Analyzed with

Annual Service Revenues in US$ million for Years 2007

through 2015 (includes corresponding Graph/Chart) 160

Table 23: European Historic Review for Call Centers by

Geographic Region - France, Germany, Italy, UK, Spain,

Russia, The Netherlands, Ireland, Sweden and Rest of Europe

Markets Independently Analyzed with Annual Service Revenues

in US$ million for Years 2000 through 2006 (includes

corresponding Graph/Chart) 161

Table 24: European 11-Year Perspective for Call Centers by

Geographic Region - Percentage Breakdown of Service Revenues

for France, Germany, Italy, UK, Spain, Russia, The

Netherlands, Ireland, Sweden and Rest of Europe Markets for

Years 2005, 2010 & 2015 (includes corresponding Graph/Chart) 162

19a.FRANCE 163

A.Market Analysis 163

Current and Future Analysis 163

A Leading West European Call Center Market 163

Home Banking & Finance Sectors Drive Call Center Growth 163

Table 25: French Call Centers Industry (2006): Percentage

Breakdown of Industry Operations by Sector for Telecom,

Services, Finance/Banking, Mass Distribution/Mail-Order,

Insurance, IT and Others (includes corresponding

Graph/Chart) 164

B.Market Analytics 165

Table 26: French Recent Past, Current & Future Analysis for

Call Centers Independently Analyzed with Annual Service

Revenues in US$ million for the Years 2007 through 2015

(includes corresponding Graph/Chart) 165

Table 27: French Historic Review for Call Centers

Independently Analyzed with Annual Service Revenues in US$

million for the Years 2000 through 2006 (includes

corresponding Graph/Chart) 165

19b.GERMANY 166

A.Market Analysis 166

Current and Future Analysis 166

German Call Centers - An Introduction 166

Table 28: German Call Centers Market (2006): Percentage

Breakdown of Number of Companies by Sales Revenues

(includes corresponding Graph/Chart) 167

Issues and Trends 167

Key Issues 167

Stringent Labor Laws Restrict Rapid Growth 167

Liberalization Opens Avenues for Overseas Players 167

Stringent Regulatory Norms Set Up High Entry Barriers 168

Market Trends 168

Increased use of Mobile Phones Restrict Web- Enabled Services 168

ACD Systems - Promising Potential for Hardware Vendors 168

Market Drivers 169

Exceptionally High Standards of Customer Service 169

Availability of Skilled and Relatively Low cost Labor 169

Well-developed Infrastructure Facilities 169

B.Market Analytics 170

Table 29: German Recent Past, Current & Future Analysis for

Call Centers Independently Analyzed with Annual Service

Revenues in US$ million for the Years 2007 through 2015

(includes corresponding Graph/Chart) 170

Table 30: German Historic Review for Call Centers

Independently Analyzed with Annual Service Revenues in US$

million for the Years 2000 through 2006 (includes

corresponding Graph/Chart) 170

19c.ITALY 171

A.Market Analysis 171

Current and Future Analysis 171

B.Market Analytics 171

Table 31: Italian Recent Past, Current & Future Analysis for

Call Centers Independently Analyzed with Annual Service

Revenues in US$ million for the Years 2007 through 2015

(includes corresponding graph/Chart) 171

Table 32: Italian Historic Review for Call Centers

Independently Analyzed with Annual Service Revenues in US$

million for the Years 2000 through 2006 (includes

corresponding Graph/Chart) 172

19d.THE UNITED KINGDOM 173

A.Market Analysis 173

Current and Future Analysis 173

Largest and the Most Developed 173

Financial Services Command More Share 174

Issues and Trends 174

UK Contact Center Industry - Growth Despite Adversities 174

UK Companies Reverting to Domestic Call Centers 174

B.Market Analytics 175

Table 33: UK Recent Past, Current & Future Analysis for Call

Centers Independently Analyzed with Annual Service Revenues

in US$ million for the Years 2007 through 2015 (includes

corresponding Graph/Chart) 175

Table 34: UK Historic Review for Call Centers Independently

Analyzed with Annual Service Revenues in US$ million for the

Years 2000 through 2006 (includes corresponding Graph/Chart) 175

19e.SPAIN 176

A.Market Analysis 176

Current and Future Analysis 176

Market Drivers 176

Multilingual Workforce 176

Government Initiatives 177

B.Market Analytics 177

Table 35: Spanish Recent Past, Current & Future Analysis for

Call Centers Independently Analyzed with Annual Service

Revenues in US$ million for the Years 2007 through 2015

(includes corresponding Graph/Chart) 177

Table 36: Spanish Review for Call Centers Market with Annual

Service Revenues in US$ Million for Years 2000 through 2006

(includes corresponding Graph/Chart) 178

19f.RUSSIA 179

A.Market Analysis 179

Overview - A Long Way to Go 179

Current and Future Analysis 179

Outlook-Not So Bleak After All 179

Issues and Trends 179

Leading Call Center Investors 179

Poor Telecom Infrastructure Continues to Impede Rapid

Market Growth 179

B.Market Analytics

To order this report:

Call Center Industry: Global Call Centers Industry

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