UK Call Centres Market Research Report

Published by	Market & Business Development Ltd.
Published		Product code	13134
Content info
Price	US $ 950 PDF by E-mail US $ 1110 Annual Subscription PDF By Email (four reports)

Introduction
Related Reports

UK Call Centres Market Research Report published by Market & Business Development Ltd.. This annual information service price starts from US $ 950.

Introduction

Abstract

The UK call centre market research report analyses market positioning, European positioning, UK economy, market factors and size, market segmentation by sector and function, market trends, outsourcing versus internal supply. Multimedia, employment issues, software and regionality are also examined.

The report contains five year historical data, current market conditions and influences, together with a five year sector forecast by MBD analysts. The data is clearly presented and illustrated.

One of the main problems with analysing the UK call centre market is the general lack of clear definition that is agreed upon. Call centres can be either an internal marketing function within the "client" business, or the tasks undertaken by call centres can be subcontracted to third party service providers. This decision is partly determined by the desired function of the call centre and partly by company policy towards the utilisation of third party contractors and whether the task to be carried out is considered to be a core function of the client' s business. For the purpose of this report, the total call centres market includes both aspects of the industry.

Further, call centres can be utilised for a number of tasks, ranging from customer service functions to telesales. Indeed, a distinction can be made between centres primarily set up to handle incoming calls (such as customer service), outgoing calls (such as telesales), or both. Furthermore, call centres also tend to deal with other forms of communication other than just phone calls including emails, faxes and written correspondence. Call centres that deal with telephone as well as other forms of communication, such as emails, faxes and written correspondence tend to be referred to as contact centres. For the purpose of this report, contact centres are included in the call centres market.

The value of the market is particularly difficult to estimate as the majority of call centres are part of internal business operations and the apportioning of such costs is somewhat speculative. As such, it is more meaningful to quantify the market in terms of the number of centres and the number of "agents" (or workstations) utilised. The number of workstations does not necessarily equate to the same number of agents working in the call centre. There may be more than one agent per workstation, due to shift-working and part-time staff.

Subjects Covered:

Agent Positions
Automatic Call Distributors (ACDs)
Automatic Dialling Systems
Banking
Business-to-business
Business-to-consumer
Call Centers
Cold Calling
Contact Centres
Customer Care
Customer Relationship Management
Data Protection Act, March 2000
Ecommerce
Email
Finance
Government
Homeshoring
In-house
Insurance
Internet Protocol
Internet Services
IT
Legislation
M-commerce
Mail Order
Multi-function Call Centres
Multi Media Centres
Offshoring
Outsourcing
Services
SMS
Technology
Telecommunications
Teleculture
Telephone Banking
Telephone-based Marketing
Telephone Preferences Service
Travel
Utilities
Virtual Call Centres
Voice Over Internet Protocol

1. EXECUTIVE SUMMARY 1

2. INTRODUCTION 5

2.1 Definitions 6
2.2 Methodology 6
2.3 Abbreviations 6
2.4 Market Positioning 7
- 2.4.1 Development of Market Position 9
2.5 UK Economy 12
2.6 Market Factors 15

3. MARKET SIZE AND TRENDS 18

3.1 Chapter Summary 19
3.2 Market Size 20
3.3 Market Segmentation 24
- 3.3.1 By Market Sector 24
- 3.3.2 By Function 27
3.4 Market Trends 29
- 3.4.1 Outsourcing 29
- 3.4.2 Multimedia Centres 31
- 3.4.3 Employment Issues 34
- 3.4.4 Software 36
3.5 Regionality 38

4. INDUSTRY STRUCTURE 41

4.1 Chapter Summary 42
4.2 Industry Development 42
4.3 Structure by Employment 44
4.4 Structure by Turnover 44
4.5 Company Profiles 45
- 4.5.1 Callcredit Marketing Solution (formerly known as Broadsystem) 45
- 4.5.2 Club 24 47
- 4.5.3 ClientLogic (UK) 49
- 4.5.4 Inkfish Call Centres 50
- 4.5.5 KC Contact Centres 51
- 4.5.6 LBM 53
- 4.5.7 MM Teleperformance 54
- 4.5.8 Telecom Service Centres 56
- 4.5.9 Response (Building Rewarding Relationship) 57
- 4.5.10 SITEL UK 58

5. FORECAST 61

5.1 Chapter Summary 62
5.2 Market Size 63
5.3 Industry 69

6. FURTHER SOURCES & CONTACTS 71

6.1 Trade Associations 72
6.2 Trade Magazines 72
6.3 Trade Exhibitions 73

List of Tables

1: Number of Call Centres in the UK, 2006-2010 22
2: Number of Agent Places in Call Centres in the UK, 2006-2010 23
3: Segmentation of Call Centre Agent Places, by Market Sector, 2006-2010 27
4: Number of Agent Places in Outsourced Call Centres in the UK, 2006-2010 31
5: Penetration of Internet and Telecommunications Technology in the UK, 2002 and 2010 33
6: Location of Call Centres in the UK, 2010 40
7: Analysis of the Changes in the Structure of the Call Centre Industry, 2005-2009 43
8: Analysis of the Employment Structure of the Call Centre Industry, 2008 and 2009 44
9: Analysis of the Financial Structure of the Call Centre Industry, 2008 and 2009 45
10: Financial Analysis of Callcredit Marketing Solutions, 2005-2009 46
11: Key Financial Ratios for Callcredit Marketing Solutions, 2005-2009 47
12: Financial Analysis of Club 24, 2006-2010 48
13: Key Financial Ratios for Club 24, 2006-2010 48
14: Financial Analysis of ClientLogic (UK), 2004-2008 49
15: Key Financial Ratios for ClientLogic (UK), 2004-2008 50
16: Financial Analysis of Inkfish Call Centres, 2005-2009 50
17: Key Financial Ratios for Inkfish Call Centres, 2005-2009 51
18: Financial Analysis of KC Contact Centres, 2005-2009 52
19: Key Financial Ratios for KC Contact Centres, 2005-2009 53
20: Financial Analysis of LBM Direct Marketing, 2005-2009 54
21: Key Financial Ratios for LBM Direct Marketing, 2005-2009 54
22: Financial Analysis of MM Teleperformance, 2005-2009 55
23: Key Financial Ratios for MM Teleperformance, 2005-2009 56
24: Financial Analysis of Telecom Service Centres, 2005-2009 56
25: Key Financial Ratios for Telecom Service Centres, 2005-2009 57
26: Financial Analysis of Response (Building Rewarding Relationships), 2005-2009 58
27: Key Financial Ratios for Response (Building Rewarding Relationships), 2005-2009 58
28: Financial Analysis of SITEL UK, 2004-2008 59
29: Key Financial Ratios for SITEL UK, 2004-2008 59
30: Forecast Number of Call Centres in the UK, 2011-2015 66
31: Forecast Number of Agent Places in Call Centres in the UK, 2011-2015 67
32: Forecast Number of Agent Places in Outsourced Call Centres in the UK, 2011-2015 68