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Call Centers

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.

Table of Contents

I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS

  • Study Reliability and Reporting Limitations
  • Disclaimers
  • Data Interpretation & Reporting Level
    • Quantitative Techniques & Analytics
  • Product Definitions and Scope of Study
    • In-House Call Centers
    • Outsourced Call Centers

II. EXECUTIVE SUMMARY

1. INDUSTRY OVERVIEW

  • Call Centers: A Quick Primer
  • Telecomm Revolution: The Key Driver of Industry Transformation
  • Spurt in Mobile Telephony Lends Traction to Growth
    • Table 1: Global Mobile Phones Market (2013): Teledensity by Country (includes corresponding Graph/Chart)
    • Table 2: Global Smartphone Market (2013): Penetration as a Percentage of Mobile Phone Users for Select Countries (includes corresponding Graph/Chart)
    • Table 3: Global Market for Smartphones (2013 & 2018): Breakdown of Sales in Million Units by Geographic Region/Country (includes corresponding Graph/Chart)
  • Strong Global Economic Growth Spurs Call Center Activity for the Best Part of Previous Decade
  • 2007-2009 Economic Recession Derails Market Momentum
  • Eurozone Debt Crisis Dampens the Sentiment Further
  • Unfavorable Economic Environment Calls for Modifications in Call Center Business Models
  • Projected Resurgence in Global Economy & Rise in Business Activity to Drive Growth
  • Outlook
  • Developed Markets to Maintain their Dominance in the Global Market
  • Developing Markets to Turbo Charge Future Growth
  • Offshore Call Centers: The Key & Potential Growth Vertical for Developing World
  • A Brief Sketch of Major Outsourcing Destinations
  • Philippines
  • India
  • China
  • Malaysia
  • Czech Republic
  • Singapore
  • Brazil
  • Canada
  • Poland
  • Egypt
  • Mexico
  • Key Statistical Findings:
    • Table 4: Global Call Centers Market (2013): Percentage Share Breakdown of Number of Call Centers by Type (includes corresponding Graph/Chart)
    • Table 5: Global Call Centers Market (2013): Average Number of Call Center Employees by Call Center Type
  • In-Bound Calls Remain the Key Business Area for Call Centers

2. NOTEWORTHY MARKET TRENDS, GROWTH DRIVERS & ISSUES

  • General Industry Trends
  • Call Centre Establishes itself as a Critical Part of the Service Delivery Chain
  • 'Customer Experience' Remains the Core Area for Call Centers
  • Skill Set Helps Call Centers Maintain the Momentum
  • Call Centers Look at IP for Improving Efficiency
  • Move Towards 'Cloud': The Mega Trend
  • Integration of Social Media & the Contact Center: The New Fad
    • Key Social Media Facts
    • Opportunity Indicators
    • Table 6: World Penetration Rates (%) and Number of Users of Internet and Social Networks (includes corresponding Graph/Chart)
    • Table 7: World Social Media Penetration Rates (%) by Region: 2013 (includes corresponding Graph/Chart)
  • Cost Minimization Drives Call Centers to Low Wage Cities
    • Table 8: Global Call Center Market (2013): Percentage Share Breakdown of Costs by Spending Area (includes corresponding Graph/Chart)
  • Worldwide Call Center Capacity Spurt
  • Multiple Outsourced Call Centers: Order of the Day
  • Call Centers See the Rise of 'Omnichannel' Strategy
  • Competition: Having it the Customer's way
  • Transformation from Cost Centers to Profit Centers
  • Home Agents Model Emerges as a New Profitable Approach
  • Call Centers Witness Growing Demand for Virtual Assistants
  • SMB Sector Steers the Momentum
  • Right Shoring & Blending Gains Traction in Call Center Operations
  • Network Strategy: A Critical Component in Selection of a New Destination
  • KPIs and Metrics Take Center Stage
    • Operational Efficiency Measures for a Call Center - Ranked in Order of Influence
    • Employee Satisfaction Measures for a Call Center - Ranked in Order of Influence
    • Call Recording and Monitoring: A Proven Channel for Quality Improvement
      • Size Remains the Key Criterion for Call Recording Technologies
    • Average Call Length Continues to be a Key Quantification Metric
    • Table 9: Call Lengths by Call Center Size (includes corresponding Graph/Chart)
    • Call Abandonment Rates Bring In More Operational Transparency
    • Table 10: Call Abandonment Rates by Call Center Size (includes corresponding Graph/Chart)
    • Table 11: Call Abandonment Rates by Vertical Business Sector (includes corresponding Graph/Chart)
    • Measurement of Agent Activity: A Critical Need
    • Table 12: Breakdown of Time Spent by Call Center Employee by Activity (includes corresponding Graph/Chart)
    • Call Answering Speed: Key to Measuring Efficiency
    • First-Call Resolution: Key to Call Center's Success
  • Product and Technology Trends
  • Transforming Call Centers Market: Need for Technological Adaptability
  • Internet Technologies Revolutionize Call Centers
    • Web Sites and Call Centers: United They Thrive
    • Help Desk and Call Center Companies Shift Solutions to Browser-based Architecture
    • Emergence of Web 2.0 Extends New Opportunities for Call Centers
  • VoIP and Open-Source, Standards-Based Software Make Huge Strides in the Call Center Landscape
    • VoIP: Fast Replacing Circuit-Switched Architectures
  • CRM: A Shot in the Arm for Call Centers
    • CRM Technologies Herald Evolution of Multimedia Contact Centers
    • CRM Comes to Aid in Multilingual Interactions
    • From CRM to eRM: Multichannel Centers on the Rise
  • Hosted or Networked Server-based Call Centers on the Rise
    • Virtual Hosted Call Centers Promise New Opportunities
  • Call Center Applications Diversify to Include Mobile Apps
  • Evolving Database Technologies and Management Strategies Guide Call Centers to Reach New Avenues
  • Video Emerges as a New Channel for Call Centers
  • Unified Communication: The New Avenue for Global Call Centers
  • Customer Support & Sales Force Automation Dominate Software Applications
  • Integrated Services: Offering a Level Playing Field to Small- and Mid-Sized Players
  • Speech Recognition Technologies Transform Agent Training
    • Voice-Driven CRM and VoiceXML Enlarge Scope for Customer Interactions
      • Voice-Driven CRM
      • Voice XML
  • Multi-site Call Routing Solutions: Popular with Large Global Firms
  • Technology and Process Innovations Drive Profit Margins
  • Key Issues
  • Simplifying Complexities in Contact Center Processes: A Key Area of Focus
  • Call Centers & the Regulatory Environment
  • Cost Reduction & Efficiency Enhancements: Formulae for Survival & Growth
    • Cost Reductions: The Road to Success
    • Efficiency Enhancements: Vital Component
  • Human Resources: Ranking Above Technology

3. A PEEK INTO VERTICAL END-USE INDUSTRIES

  • Introduction
  • End-Use Sectors for Contact Centers: An Overview
    • 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)
  • Banking & Finance
  • Banks Increasingly Perceive Call Center as a Sales & Service Point
  • Technology-Driven Banks Offering Service Enhancements at Contact Centers
    • Intelligent Call Routing
    • Campaign Management Software
    • Integration of Call Centers and Bank Branches
    • Customer Differentiation
    • Improved Methodologies for Effective Cross Selling
  • Distribution & Retail
  • Insurance
  • Insurance Companies Lead in Call Center Technology Absorption
  • Insurers Make Call Center a Mainstay to Improve Customer Services
  • Healthcare
  • Hospitality
  • Manufacturing
  • Outsourcing
  • Public Sector
  • Telecommunications

4. CONCEPTUAL OVERVIEW

  • Functional Definition
  • Call Center Activities
  • Inbound Call Reception and Routing
    • Automated Inbound Call Routing
  • Outbound Telemarketing Call
  • Call Handling Time
  • Complaints Handling
  • Customer Information Services / Help Desks
  • Debt Chasing
  • Field Service Support
  • Classification on the Basis of Ownership
  • In-House Call Centers
  • Outsourced Call Centers/Sub-Contractors
  • Sub-Contractors Vs. In-House Call Centers
    • Sub-Contractors Vs. In-House Call Centers: A Comparative Study
  • Classification on the Basis of Markets Served
  • Business-to-Business (B2B) Call Centers
  • Mass Market Call Centers
  • Universal Centers
  • Business-to-Business (B2B) Vs. Mass Market Call Centers
    • B2B Call Centers Vs. Mass Market Call Centers: A Comparative Study
  • Classification on the basis of Operations
  • Inbound Call Centers
  • Outbound (Telemarketing) Centers
  • Nature of Services Offered
  • Consulting
  • Outsourcing
  • Training
  • Call Center Technologies-By Area of Application
  • Voice
    • Telephone Switches (ACDs) and Voice Networks
      • Telephone Switches/Automated Call Distributors (ACDs)
      • Voice Networks
    • Voice Response Systems (IVR/VRU)
      • Voice Response Unit (VRU)
    • Speech Recognition Technologies
    • Voice Over Internet Protocol (VoIP)
  • Data
    • Workstations and Databases
      • Workstations
      • Database
    • Customer Relationship Management
      • CRM Tools
      • Enterprise CRM
      • Mid-Market CRM
      • Customer Data Integration
      • Enterprise Analytics, Business Intelligence and Data Warehousing
  • Computer Telephony Integration (CTI)
  • Web
    • Website and E-mail
      • Website
      • E-Mail
    • Web Integration (Text chat and Web Calls)
      • Web Chat
      • Web Call-back
    • Fully Integrated Unified Messaging System
    • Multimedia Technologies
  • Systems
    • ACD Systems
    • Automatic Call Distributor (ACD)
    • Outbound System
    • Interactive Voice Response (IVR) Systems
    • Voice Messaging Systems
      • Simple Voice Message Broadcasting
      • Custom Voice Message Broadcasting
      • Voice Message Broadcasting and Touchphone Response
  • Software
    • Workforce Management Software
      • Workforce Automation Software
    • Sales Force Automation Software
      • For Sales Executives
      • For Sales Manager
    • Customer Interaction Software
    • CTI Enabling Software
    • Call Monitoring Software

5. STRATEGIC INSIGHT

  • Site Location Strategies
  • Introduction to Site Location
    • The Basics
  • Major Parameters in Site Location
    • Labor, Labor and Labor
    • Education
    • Infrastructure
    • Cost
  • Labor Costs
  • Infrastructure and Technology Costs
  • Occupancy/Real estate Costs
  • Taxes
  • Start-up Costs
  • Other Factors in Site Selection
  • 'Cross-Media Centers' - A Preview of Next Generation 'Contact' Strategies
  • Cross-Media Call Center Architecture
  • Queuing Architecture
    • Queue Engine
    • Contingency Strategies - Ensuring Business Continuity in a Disaster
  • Down Time Hurts in a Time-Sensitive Environment
  • Business Continuity Plan - The Basics
    • Other Considerations While Drafting a Business Continuity Plan
  • Evolution of the New Age Contact Centers
  • CRM and Contact Centers: Two Worlds Apart
  • The Contact Center Disharmony
  • Contact Centers in Defense
  • Complex Structural Setup
  • Hierarchical Reporting Structure
  • Time to Realign Priorities
  • New Age Contact Centers: Critical Areas of Focus
  • In Conclusion
  • The Modern Day Call Center
  • Technologies in Use in a New Age Setup
    • Skill-based Routing
      • Routing Strategies
  • Types of Contacts in a Contact Center

6. RELATED INDUSTRY DISCUSSION

  • Customer Experience Management
  • CEM: Leveraging Call Center Data with Decision Making
  • CEM as a Value Proposition
  • Workforce Management

7. CALL CENTER CONSOLIDATION - WHETHER, WHY AND HOW

  • Widely Dispersed Call Centers: A Key Rationale
  • Motivators for Call Center Consolidation
  • Costs of Scale

8. PERTINENT REGULATORY ISSUES

  • Legal and Regulatory Framework
  • Predictive Dialing
    • The Preface to the Showdown
  • Privacy Legislations
  • Federal Laws prohibits Sale of Consumer Health Data
  • Cell Phone Legislations Zap Outbound Calls

9. TECHNOLOGICAL BREAKTHROUGHS/ INNOVATIONS

  • Automatic Call Distributing (ACD) Products- From Standalone to Open and Networked Systems
  • Add-on/ACD Enhancement Products
  • ACD Message Boards
  • Digital Announcers/Automated Attendants/ Fax-on-Demand
    • Digital Announcers
    • Automated Attendants
    • Fax-on-Demand
  • Dialing Platforms - The Advent of Call Blending
  • Contact Management
  • Turnkey Solutions - Moving Onto PC/IP Platforms
  • CTI Technologies on the Anvil
  • CTI APIs and Middleware
  • Placing of Outbound Calls
  • Call Progress Detection
  • Speech Recognition and Interactive Television Technologies
  • Internet / Web-enabling Technologies for Call Centers
  • Developments in Web-Enabling Technology
  • Call-Through Technologies to Replace Call-Back and Text-Chat

10. RECENT INDUSTRY ACTIVITY

  • Convergys Acquires Stream Global Services
  • iQor Opens New Contact Center in Panama City
  • Sky Pacific of Fiji Television Unveils Brand New Call Centre
  • General Motors Inaugurates New Call Center
  • IBM Divests its Global Customer Care Outsourcing Unit to Synnex
  • Health Insurance Innovations Acquires Secured Health and Life
  • TeleSpeak Takes Over Contact Centers of America
  • NexxLinx Acquires Benevox
  • nizeX Inaugurates a New Customer Contact Center
  • net.America Deploys Interactive Intelligence Group's Cloud-based Contact Center Solution
  • JetBlue Airways Opens New Customer Contact Center in Orlando
  • PowerOne Inaugurates Call Center in California
  • 8x8 Receives New Order from Merchant Warehouse
  • Qualfon to Build Call Center in New York
  • Capital One Financial Launches New Contact Center Facility in Muntinlupa
  • OnBrand24 Opens a New Contact Center in Savannah
  • Barclaycard to Expand its Wilton Call Center Facility
  • WS Live to Expand its Iowa Call Centers
  • iQor to Open New Call Center in Cavite
  • AnyHour Solutions Signs Agreement with First Credit Union of Chandler
  • OnBrand24 Teams Up with Connect First
  • MNsure Health Exchange Launches New Call Center in St. Paul
  • RTA Launches New Services via Call Centre
  • 24-7 Intouch Opens New Call Center Facility in Aurora
  • Immediate Credit Recovery to Deploy Castel Communications' Dialer Suite And Voice Analysis Solutions in its Call Centers
  • B.A.M Marketing Teams Up with iTeleCenter
  • Time Warner Cable to Expand its Buffalo Call Center
  • GreatCall Launches New Call Center in Nevada
  • Maximus to Operate a Call Center in HP's Boise Campus
  • Crothall Healthcare Opens National Call Center for Patient Transportation
  • SPi Global Launches New Call Center in Madison
  • Inktel Contact Center Solutions Opens New Contact Center in Ohio
  • Site to Expand its Customer Care Call Center in Texas
  • Intelligent Office Launches Premier Call Center Services at its San Francisco Facility
  • Inktel Contact Center Solutions Launches Brand New Call Center in Florida
  • Desjardins Selects Genesys
  • Teleperformance Acquires 100% Stake in TLS Contact
  • Stream Global Services Acquires LBM Holdings
  • Webhelp Group Acquires HEROtsc
  • Ukash Deploys NewVoiceMedia's Innovative Cloud Contact Centre Technology
  • Vimpelcom Introduces New Call Centre in Perm
  • Transaero Airlines Launches New Call Center for Customers
  • Randstad Contact Centres Launches New Contact Centre in Portugal
  • Stream Global Services Opens a New Contact Center in Belfast
  • Logic Versicherungstreuhand to Build Call Center in Turkey
  • Vodafone Hungary to Expand its Regional Customer Service Centre in Hungary
  • Telenor Launches New Contact Centre in Hungary
  • Silverfleet Capital Acquires Stake in Competence Call Center Holding from Ardian
  • T-Mobile Austria Selects Interactive Intelligence Group's Contact Center Solution
  • Iceland 112 Deploys Avaya's Full-Blown Contact Centre Solution
  • Ascend Capital to Open a Call Centre in Macedonia
  • Videocon Mobile Services to Commence a Call Centre in Bharuch
  • D-Link to Establish In-House Call Centre
  • HCL Infosystems' HCL Care to Provide Contact Center Services to Philips
  • Goa's Electricity Department Launches Call Centre Service
  • Madhya Pradesh to Launch Call Centres for Pilgrims
  • Tathastu Advisory to Launch Call Center Services in Other Indian Languages
  • IBM to Support Jet Airways' Call Center Capabilities
  • Convergys Acquires Contact Center Operations of Datacom in Philippines and Malaysia
  • The Customer Relationship Management and Contact Center Association of Malaysia Ties Up with COPC
  • Zong Unveils its New Contact Centre in Islamabad
  • Transcosmos' JV Company with PT Cyberindo Aditama to Provide Call Center Services
  • BT Delivered Contact Centre Technologies to HBF's Call Center
  • BT to Deliver Multimedia Contact Centre Solution to Western Power's Call Center Facility
  • Unity4 to Expand into the New Zealand Market
  • Sprint Nextel Launches New Call Center in New Zealand
  • Harvey Nash Vietnam to Build a Call Center Business
  • Level 3 to Support Canon do Brasil's Call Center Operation
  • GVT Establishes Customer Support Call Centre in Fortaleza
  • DATAMARK Opens a New Multichannel Bilingual Customer Contact Center in Mexico
  • Young America Adds New Customer Contact Center in Mexico
  • Stream Global Services Opens its Newest Call Center in San Pedro Sula
  • Sybrid Inks a Contact Centre Outsourcing Agreement with McDonald's Emirates
  • INET Launches New Contact Center in Riyadh
  • Kuwait Finance House to Upgrade its Call Center Facilities
  • Huawei Launches First Call Centre in South Africa
  • Webhelp UK to Open Two New Call Centres in South Africa
  • Globacom Launches Mini Call Centre in Abuja
  • National Pension Commission Establishes Contact Centre
  • Orange Telecom to Launch New Call Centre in Congo
  • Stream Global Services to Expand Seat Capacity in Eagan
  • Sitel to Add a New Business to its Call Center in Norman
  • Stratus Contact Solutions Teams Up with Telrite Corporation and Life Wireless
  • BT Inaugurates New Contact Center
  • Biostar Pharmaceuticals Launches In-House Call Center
  • Convergys to Open New Contact Center in Philippines
  • iQor to Launch New Contact Center in the Philippines
  • Eid Parry Commences New Call Centre for Farmers
  • BIBD Launches New Contact Center

11. FOCUS ON SELECT GLOBAL PLAYERS

  • [24]7 Inc. (US)
  • Alliance Data Systems, Inc. (US)
  • ATOS S.A. (France)
  • BT Communications (Ireland) Limited (Ireland)
  • Capita Customer Management Limited (UK)
  • Convergys Corp. (US)
  • Datamatics Global Services Limited (India)
  • Entel Call Center (Chile)
  • EXL Service Holdings, Inc. (US)
  • Genpact (Bermuda)
  • HCL BPO Services NI Ltd (Ireland)
  • IBEX Global (US)
  • IBM Global Process Services Pvt. Ltd (India)
  • Plusoft Informatica Ltda (Brazil)
  • Sitel (US)
  • Sykes Enterprises, Inc. (US)
  • Tata Consultancy Services Limited (India)
  • Teleperformance SA (France)
  • West Corporation (US)
  • Wipro Ltd (India)

12. GLOBAL MARKET PERSPECTIVE

    • 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)
    • 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)
    • 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)
    • 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)
    • 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)
    • 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)

III. MARKET

1. THE UNITED STATES

  • A. Market Analysis
    • Current & Future Analysis
    • Market Overview
    • Table 20: US Call Centers Market (2013): Percentage Breakdown of Agents Employed in In-House and Outsourced Call Centers (includes corresponding Graph/Chart)
    • Table 21: US Outsourced Call Centres Market (2013): Percentage Breakdown of Expenditure by Type of Services Offered (includes corresponding Graph/Chart)
    • 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)
    • Call Centers: A Major Employer
      • Workforce Turnover - On the Higher Side
    • US-based MNCs Chant the Outsourcing Mantra for Global Expansion
      • Outsourcing by Sector
      • Financial Services
      • Transportation Sector
      • Distribution Sector
      • Telecommunication Sector
      • Insurance and Utilities
      • Cost Reduction Continues to Dictate Outsourcing Decisions
      • Proximity to Headquarters: Prime Consideration for Site Selection
      • Outsourcing Adversely Affects US Call Center Jobs
    • Asian Companies Keen to Set Up Onshore Service Centers in US
    • Companies Emphasize on Quality of Customer Service
    • Web-Enabled Call Centers Set to Outpace Conventional Ones
    • Hosted Contact Center Solutions Gain Traction
    • IVR Set to Make Deeper Inroads into the Call Center Market
    • Vertical Market Trends Drive Market Growth
    • Table 23: US Call Centers Market (2013): Percentage Breakdown of Call Center Spending by Vertical Industry (includes corresponding Graph/Chart)
    • Call Center Software Market in the US
      • Superior Functionality is the New Customer Mantra for Software
      • Workforce Management Software Finds More Takers
    • Regulatory Issues in the US Industry
      • US vs. Europe - Safe Harbor and Effect on Call Centers
      • Safe Harbor - What it Entails
      • Privacy Protection Policies - The Trans-Atlantic Divide
      • How 'Safe' is Safe Harbor
      • Insurance Call Centers in California to Employ Licensed Agents
      • DNC Registery
      • Federal Laws Prohibits Sale of Consumer Health Data
    • Strategic Corporate Developments
    • Key Players
  • B. Market Analytics
    • 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)
    • 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)

2. CANADA

  • A. Market Analysis
    • Current & Future Analysis
    • Market Overview
    • Call Centers Foray into Less Populous Towns
    • Large English-Speaking and Multilingual Talent Benefits the Market
    • Unsolicited Telemarketing - Canada Fights Back
    • Strategic Corporate Development
  • B. Market Analytics
    • 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)
    • 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)

3. JAPAN

  • A. Market Analysis
    • Current & Future Analysis
    • Market Overview
  • B. Market Analytics
    • 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)
    • 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)

4. EUROPE

  • A. Market Analysis
    • Current & Future Analysis
    • Market Overview
    • Locational Parameters: Important Trends
      • Priority Requirements
      • Ireland, the Netherlands and the UK: High-Profile Locations
      • The Downside of the Success Story
      • Alternate Regional Destinations
      • Sub-regional Concept Rules Supreme...
      • Growth Moves to Small & Suburban Towns
    • Noteworthy Market Trends, Growth Drivers & Issues
      • Educated and Multilingual Workforce: A Key Advantage
      • Outsourced Call Center Agent Positions on the Rise
      • Call Centers Grow Techno-centric
      • Rise in Internet and e-Commerce Spells Growth for Web-based Call Centers
      • Internet-Call Center Integration Takes Wings in Europe
      • Multimedia Contact Centers Spring Up in Unexploited Markets
      • Speech Recognition Technologies Hold Promising Potential
      • CTI: The New Buzz Word on the Rounds
      • Banking & Financial Services: The Key Vertical for Call Centers
      • Insurance Rely on Call Centers to Improve Customer Service
  • B. Market Analytics
    • 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)
    • 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)
    • 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)

4a. FRANCE

  • A. Market Analysis
    • Current & Future Analysis
    • France: A Major Call Center Market in Western Europe
    • Banking & Finance Sector Drives Growth in French Call Center Market
    • Table 33: French Call Centers Market (2013): Percentage Breakdown of Call Center Spending by Vertical Industry (includes corresponding Graph/Chart)
    • Strategic Corporate Development
    • Key Players
  • B. Market Analytics
    • 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)
    • 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)

4b. GERMANY

  • A. Market Analysis
    • Current & Future Analysis
    • German Call Centers: An Introduction
    • Key Market Drivers
      • Exceptionally High Standards of Customer Service
      • Availability of Skilled and Relatively Low Cost Labor
      • High Mobile Phone Usage
      • Liberalization Opens Avenues for Overseas Players
    • Key Market Barriers
      • Stringent Regulatory Norms Set Up High Entry Barriers
      • Stringent Labor Laws Restrict Rapid Growth
  • B. Market Analytics
    • 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)
    • 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)

4c. ITALY

  • A. Market Analysis
    • Current & Future Analysis
    • Market Overview
  • B. Market Analytics
    • 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)
    • 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)

4d. THE UNITED KINGDOM

  • A. Market Analysis
    • Current & Future Analysis
    • The UK: A Key Call Center Market
    • Financial Services Command More Share
    • UK Companies Reverting to Domestic Call Centers
    • Strategic Corporate Developments
    • Capita Customer Management Limited - A Key UK Player
  • B. Market Analytics
    • 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)
    • 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)

4e. SPAIN

  • A. Market Analysis
    • Current & Future Analysis
    • Market Overview
    • Market Drivers
      • Multilingual Workforce
      • Government Initiatives
  • B. Market Analytics
    • 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)
    • 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)

4f. RUSSIA

  • A. Market Analysis
    • Current & Future Analysis
    • Strategic Corporate Developments
  • B. Market Analytics
    • 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)
    • 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)

4g. THE NETHERLANDS

  • A. Market Analysis
    • Current & Future Analysis
    • The Netherlands: A Mature Call Center Market
    • The "King of Benelux" Call Center Market
    • Favorite Call Center Destination for Pan-European Operations
    • Market Drivers
      • Multilingual Workforce with a Diverse Cultural Background
      • Availability of Qualified Computer-Literate Labor
      • Relatively Low Labor and Operational Costs
      • Hassle-free Legal & Regulatory Framework
      • No Bar on B2C and B2B Telemarketing Calls
      • Widespread Consumer Acceptance to Products/Services via Call Centers
  • B. Market Analytics
    • 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)
    • 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)

4h. IRELAND

  • A. Market Analysis
    • Current & Future Analysis
    • Ireland: A Leading European Call Center Market
    • Preferred Destination for US Players
    • Large Educated Workforce Capable of Handling All Major European Languages
    • Relatively Low Costs of Employment
    • Government Initiatives
    • Ireland Sees Increased Competition from Asian Nations
    • Strategic Corporate Development
    • Key Players
  • B. Market Analytics
    • 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)
    • 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)

4i. SWEDEN

  • A. Market Analysis
    • Current & Future Analysis
    • Sweden: An Evolving European Call Center Market
    • Market Drivers
      • Relatively Low Labor Cost
      • Availability of Educated and Internet-Savvy Workforce
  • B. Market Analytics
    • 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)
    • 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)

4j. REST OF EUROPE

  • A. Market Analysis
    • Current & Future Analysis
    • Major Regional Markets
      • Belgium
      • Regulatory Environment
      • Denmark
      • Norway
      • Central and Eastern Markets
      • Hungary
      • Austria
      • Finland
      • Poland
      • Czech Republic
      • Turkey
    • Strategic Corporate Developments
    • Genpact - A Global Bermudian Company
  • B. Market Analytics
    • 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)
    • 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)

5. ASIA-PACIFIC

  • A. Market Analysis
    • Current & Future Analysis
    • Asia-Pacific: The New Global Call Center Hub
    • Table 54: Asia-Pacific Outsourced Call Centers Market (2013): Percentage Breakdown of Expenditure by Activity (includes corresponding Graph/Chart)
    • Low Labor and Operational Costs Remain Trump Cards
    • Does Intense Competition Imply Unparalleled Customer Service
    • Asian Offshore Outsourcing Services: A Huge and Expanding Market
    • Table 55: Asia Offshore Call Center Outsourcing Market (2013): Percentage Breakdown of Expenditure by Source Country (includes corresponding Graph/Chart)
    • Asia-Pacific Call Center Market: On the Move from "Offshore" to "Onshore"
    • Transforming Technologies Drive Market Growth
      • Internet-Call Center Integration Picks Up Momentum
  • B. Market Analytics
    • 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)
    • Table 57: Asia-Pacific Historic Review 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 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 58: Asia-Pacific 15-Year Perspective for Call Centers by Geographic Region - Percentage Breakdown of Expenditure for Australia, China, India, Philippines, Singapore, and Rest of Asia-Pacific Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

5a. AUSTRALIA

  • A. Market Analysis
    • Current & Future Analysis
    • Market Overview
    • Market Drivers
      • Well-Educated High Caliber Workforce
      • Ideal location for 24/7 Call Center Services
      • Outsourced Call Center Industry
      • High Workforce Turnover
      • High Inbound Customer Service Activity
    • Strategic Corporate Developments
  • B. Market Analytics
    • Table 59: Australian 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)
    • Table 60: Australian 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)

5b. CHINA

  • A. Market Analysis
    • Current & Future Analysis
    • Market Overview
    • Strategic Corporate Development
  • B. Market Analytics
    • Table 61: Chinese 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)
    • Table 62: Chinese 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)

5c. INDIA

  • A. Market Analysis
    • Current & Future Analysis
    • Market Overview
    • Emergence of Indian BPOs: A Peek into History
      • Consolidation Paves the Way
      • The National Do-Not-Call Registry
      • Government Relaxes Legislation
    • Noteworthy Market Trends, Growth Drivers & Issues
      • Large Educated English-Speaking Work Pool
      • Availability of Technical-savvy Labor
      • Relatively Low Labor and Operational Costs
      • Change: The Key 'Constant' that Drives Growth
      • Dominance in IT-Enabled Services Outsourcing
      • Advantageous Time Zone for 24/7 Operations
      • High Esteem for Call Center Jobs
      • Government Initiatives
      • Indian Majors Join the Bandwagon
      • Specialization: Leading to Differentiation
      • Small Call Centers Drive the Momentum
      • Market Sees Rise in Impact Sourcing
      • Call Centers Focus on Agent Training to Neutralize Indiscernible Accents
      • Lack of Seasoned Management with Adequate Experience Bothers Market
    • Strategic Corporate Developments
    • Key Players
  • B. Market Analytics
    • Table 63: Indian 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)
    • Table 64: Indian 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)

5d. PHILIPPINES

  • A. Market Analysis
    • Current & Future Analysis
    • Philippines: A Fast Growing Call Center Market
    • BPO: A Natural Choice for Filipinos
      • Favorable Factors for Philippines Contact Centers Market
    • Low Labor Costs Attract Overseas Players
    • Companies Scour Non-Urban Locations for Call Centers
    • Table 65: Philippines Call Center Market (2013): Percentage Breakdown of Number of Call Centers by Region (includes corresponding Graph/Chart)
    • Human Resource: A Barrier for Philippines Outsourcing Industry
    • The 2007-2009 Economic Recession Impacts the Filipino Call Centers Market
    • Strategic Corporate Developments
  • B. Market Analytics
    • Table 66: Philippines 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)
    • Table 67: Philippines 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)

5e. SINGAPORE

  • A. Market Analysis
    • Current & Future Analysis
    • Market Overview
  • B. Market Analytics
    • Table 68: Singapore 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)
    • Table 69: Singapore 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)

5f. REST OF ASIA-PACIFIC

  • A. Market Analysis
    • Current & Future Analysis
    • Major Regional Markets
      • Malaysia
      • Pakistan
    • Strategic Corporate Developments
  • B. Market Analytics
    • Table 70: Rest of Asia-Pacific 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)
    • Table 71: Rest of Asia-Pacific 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)

6. LATIN AMERICA

  • A. Market Analysis
    • Current & Future Analysis
    • Latin America: A Growing Call Center Market
    • Intense Competition to Win Customers Fuels Market Growth
    • Emerging Markets Drive Growth
    • Table 72: Latin American Call Centers Market (2013): Percentage Breakdown of Number of Call Centers by Country (include corresponding Graph/Chart)
  • B. Market Analytics
    • Table 73: Latin American Recent Past, Current & Future Analysis for Call Centers by Geographic Region - Brazil, Mexico and Rest of Latin American Markets Independently Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2013 through 2020 (includes corresponding Graph/Chart)
    • Table 74: Latin American Historic Review for Call Centers by Geographic Region - Brazil, Mexico and Rest of Latin American Markets Independently Analyzed with Annual Expenditure on Call Centers in US$ Million for Years 2006 through 2012 (includes corresponding Graph/Chart)
    • Table 75: Latin American 15-Year Perspective for Call Centers by Geographic Region - Percentage Breakdown of Expenditure for Brazil, Mexico and Rest of Latin American Markets for Years 2006, 2014 and 2020 (includes corresponding Graph/Chart)

6a. BRAZIL

  • A. Market Analysis
    • Current & Future Analysis
    • Brazil: The Latin American Call Center Leader
    • Changing Structure of Contact Center Industry
    • Key Statistical Findings:
    • Table 76: Brazilian Call Centers Market (2013): Percentage Breakdown of Number of Call Centers by Region (includes corresponding Graph/Chart)
    • Table 77: Brazilian Outsourced Call Center Market (2013): Percentage Breakdown of Call Center Spending by Vertical Industry (includes corresponding Graph/Chart)
    • Strategic Corporate Developments
    • Plusoft Informatica Ltda - A Key Brazilian Player
  • B. Market Analytics
    • Table 78: Brazilian 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)
    • Table 79: Brazilian 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)

6b. MEXICO

  • A. Market Analysis
    • Current & Future Analysis
    • Mexico: An Emerging Call Center Hub
    • Table 80: Mexican Call Center Market (2013): Percentage Breakdown of Number of Call Centers by Region (includes corresponding Graph/Chart)
    • High Growth Demands Better Infrastructure In Place
    • Labor Issues Drive Competition in the Market
    • Strategic Corporate Developments
  • B. Market Analytics
    • Table 81: Mexican 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)
    • Table 82: Mexican 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)

6c. REST OF LATIN AMERICA

  • A. Market Analysis
    • Current & Future Analysis
    • Major Regional Markets
      • Caribbean: An Emerging Call Center Destination
      • Multilingual Skills and Low Employment Costs Attract Global Players
      • Jamaica: Preferred Call Center Outsourcing Destination
      • Argentina
      • Chile
    • Strategic Corporate Developments
    • Entel Call Center - A Key Chilean Player
  • B. Market Analytics
    • Table 83: Rest of Latin America 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)
    • Table 84: Rest of Latin America 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)

7. REST OF WORLD

  • A. Market Analysis
    • Current & Future Analysis
    • South Africa: A Key Regional Market
    • Table 85: South African Call Centers Market (2013): Percentage Breakdown of Call Center Spending by Vertical Sector (includes corresponding Graph/Chart)
      • Western Cape Emerging as the Preferred Hub
    • Table 86: South African Call Centers Market (2013): Percentage Breakdown of Number of Call Centers By Province (includes corresponding Graph/Chart)
    • Dubai: The Call Center Oasis
    • Strategic Corporate Developments
  • B. Market Analytics
    • Table 87: Rest of World 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)
    • Table 88: Rest of World 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)
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