Call Centers

Publication Date	March 2008
Publisher	Global Industry Analysts
Product Type	Report
Pages	677
ISBN Number	not applicable
Product Code	GIA00210

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Summary

This report analyzes the worldwide markets for Call Centers in Millions of US$. The report provides separate comprehensive analytics for the US, Canada, Japan, Europe, Asia-Pacific, Latin America, and Rest of World. Annual forecasts are provided for each region for the period of 2000 through 2015. The report profiles 241 companies including many key and niche players worldwide 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 Technologies Ltd, Entel Call Center, EXL Service Holdings, Inc., Genpact, GTL 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, Touchbase, TRG Customer Solutions, Ventura, West Corporation, and Wipro Technologies. Market data and analytics are derived from primary and secondary research. Company profiles are mostly extracted from URL research and reported select online sources.

Content

I. Introduction, Methodology & Product Definitions
- Study Reliability and Reporting Limitations
- Disclaimers
- Data interpretation & reporting level
- Quantitative Techniques & Analytics
- Product Definitions and Scope of Study
II. Executive Summary
- 1.Industry Overview
  - down to the Basics - An Introduction
  - Global Call Centers Industry - Snapshots
- 2.Call Centers - An Outlook
  - Call Centers - The Coming of Age ...
  - Current and Future Analysis
- 3.Global Issues and Trends
  - Key Issues
  - Cost Reduction & Efficiency Enhancements - Formulae for Survival & Growth
  - Cost Reductions - The Road to Success
  - Efficiency Enhancements - Vital Component
  - Human Resources - Ranking above Technology
  - General Industry Trends
  - from 'Call' Centers to 'Contact' Centers
  - Multiple Outsourced Call Centers - Order of the Day
  - from CRM to eRM - Multichannel Centers on the Rise...
  - CEM - A New Strategy or an Added Jargon?
  - Transformation from Cost Centers to Profit Centers
  - Worldwide Call Center Capacity Spurt
  - Outsourcing - Dominating Segment
  - Managing Multilingual Customers - CRM Comes to Aid...
  - Complaints Handling - The Most Likely Outsourced Function
  - Employment Trends
  - Call Centers - The Fastest Growing Employer
  - Cost Minimization Drives Call Centers to Low Wage Cities
  - Product and Technology Trends
  - Key Technologies Driving Growth: VoIP and Open, Standards-Based Software
  - Transforming Call Centers Market - Need for Technological Adaptability
  - Evolving Database Technologies and Management Strategies
  - The Emergence of Call Center 2.0
  - Innovations to Drive Profit Margins
  - Benefits of Call Center 2.0
  - Technological Features of Call Center 2.0
  - IP Contact Centers and UC to Register Robust Growth
  - Customer Support & Sales Force Automation Dominate Software Applications
  - Advent of Internet Technologies Revolutionizing Call Centers
  - VoIP - Fast Replacing Circuit-Switched Architectures
  - Integrated Services - Offering a Level Playing Field to Small-and Mid-Sized Players
  - Speech Recognition Technologies Transform Agent Training
  - Web Sites and Call Centers - United They Thrive
  - Multi-site Call Routing Solutions - Popular with Large Global Firms
  - Customer Routing Yet to Gain Significant Ground
  - Hosted or Networked Server-based Call Centers on the Rise
  - Virtual Hosted Call Center Market - High Potential in the Offing
  - Voice-Driven CRM and VoiceXML Enlarge Scope for Customer Interactions
  - Voice-Driven CRM
  - Voice XML
  - Help Desk and Call Center Companies Shift Solutions to Browser-based Architecture
  - Other Technology-Based Trends in Call Centers
  - Cost and Budgetary Trends
  - Telecommunication Costs Set for a Marginally Declining Trend
  - Operational Costs and Budgets Continue to Expand
  - Operational Services and Telecom Related Costs Corner Lion's Share
  - End Use Vertical Industry Trends
  - Financial Services and Distribution - The Outsourcing Area of Choice
  - Banks Increasingly Perceive Call Center as a Sales and 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
  - Insurance Companies Lead in Call Center Technology Absorption
  - Global Trends in Offshore Call Center Location
  - Network Strategy - A Critical Component in selection of a New Destination
  - Global Outsourced Contact Center Market - An Overview
  - North American IP Contact Center Market
  - Benefits of IP Centers
  - Obstacles for IP Deployment
- 4.Conceptual Overview
  - Functional Definition
  - Call Center Activities
  - Inbound Call Reception and Routing
  - Automated Inbound Call Routing
  - Advantages of Automated inbound call routing applications
  - Outbound Telemarketing Call
  - Call Handling Time
  - Complaints Handling
  - Customer Information Services / Help Desks
  - Debt Chasing
  - Field Service Support
  - Field service and support activity advantages include
  - Classification on the Basis of Ownership
  - in-House Centers
  - Outsourced Call Centers
  - Service Bureau
  - Classification on the basis of Operations
  - Inbound Call Centers
  - Outbound (Telemarketing) Centers
  - Nature of Services Offered
  - Consulting
  - Outsourcing
  - Training
  - Vendor Sales
  - Consultant 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
  - 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
  - Advantages of employing IVR system include
  - 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.Vertical End-Use Industries
  - Telecommunications
  - Financial Services (Inclusive of Banks and Insurance Firms)
  - Banks
  - Banks Transform Call Centers for Organic Growth
  - Methodologies for Effective Cross Selling
  - Insurance Firms
  - Hospitality
  - Transportation
  - Healthcare
  - Manufacturing
  - Retail and Distribution
  - Utilities
  - Outsourcing
- 6.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
- 7.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
  - Evolution of the 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
- 8.Related Industry Discussion
  - Customer Experience Management
  - CEM - Leveraging Call Center Data with Decision Making
  - CEM as a Value Proposition
  - Proactive Problem Resolution
  - Delivering Marketing Feedback
  - Enhanced Sales Closures
  - Risk Management
  - Workforce Management
- 9.Call Center Consolidation - Whether, Why and How
  - Widely Dispersed Call Centers - A Rationale
  - Motivators for Call center Consolidation
  - Costs of Scale
  - A Review of Consolidation Activity
  - Worldwide Call Centers Market: List of Major Acquisitions (2003-2007)
- 10.Pertinent Regulatory Issues
  - Legal and Regulatory Framework
  - Predictive Dialing
  - Tring..... Tring...... Hello ! .........?......?.......?
  - The Preface to the Showdown...
  - Privacy Legislations ...
  - Federal Laws prohibits Sale of Consumer Health Data
  - Cell Phone Legislations Zap Outbound Calls?
- 11.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
- 12.New Product/Service Introductions
  - Glowpoint to Launch its Contact Center Solution
  - Avaya to Introduce New Communications Solutions
  - Avaya Launches New CEBP Solution
  - Convergys Launches Infinys Series 3
  - Avaya Launches Customer Interaction Express for Midsize Businesses
  - Aepona Launches Call Centre Control, C3
  - CCDS Launches Centcom
  - Convergys Rolls out the Advanced Version of Infinys
  - Amadeus Unveils New Dynamic Desktop
  - Sprint Unveils Contact Center Solution
  - Avaya Introduces New Avaya Interaction Center 7.1
  - Brasil Telecom Launches Call Center Solution
  - Transera Introduces a New Call Centre Solution in India
  - Altura Launches IntelliCenter 7.0 Call Center
  - Transera Communications Introduces Seratel, Call Center Management Software
  - Microsoft Corp. Releases Microsoft Customer Care Framework
  - Toshiba Launches Informal Contact Center Solution
  - Genesys Introduces IP-Enabled GVP to Serve Enterprise
  - Envox Launches Envox CT ADE 8.4
  - Symon Unveils Symon Digital Appliance (SDA-500) for Video Networks
  - Telisma, VoiceGenie Technologies and Open Communications Introduce teliSpeech for the European Markets
  - Chevin Launches New Network Management Tool
  - Avaya Inc. Launches Contact Center Express
  - Adeptra Introduces Auto-resolution Services for Collections
  - Adeptra Introduces Auto-resolution Services for Collections
  - Avaya Inc. Introduces Avaya Contact Center Express
  - SER Solutions Launches CPS Enterprise Edition (CPS E2
  - SoundBite Communications Introduces SoundBite 5.0 for Financial Services
  - Avaya Rolls out Real-Time Management Solution
- 13.Recent Industry Activity
  - Convergys Signs Contract to Provide Billing Managed Services
  - Convergys to Launch New Contact Centers in Kansas and North Carolina
  - CrysTelCall Launches Contact Center in Jordan
  - Elisa Corporation to Take over First Orange
  - Verint Acquires Mercom
  - Amacore and Optimus Sign a Strategic Agreement
  - Convergys Signs HR Services Contract with Johnson & Johnson
  - Blackstone Group to Acquire Alliance Data Systems
  - IBM to Open a New Facility in Indiana
  - Federal Government to Open a New Centrelink Call Center
  - Cordia to Launch a New Contact Center Facility in Cebu
  - ACS Bags Contract for Call Center in Texas
  - LivePerson Enters Partnership with 24/7 Customer
  - Black Box Opens Call Center for Technical Support in Tennessee
  - PFSweb Expands Customer Service Operations in Asia
  - IRT Completes Acquisition of CCC Interactive
  - Aegis BPO Acquires Majority Stake in Global Vantedge
  - Alere Medical Opens New Call Center in Ohio
  - PacificNet Enters into a Joint Venture with BellSystem24
  - Espire, Success and MasterPiece Launch India's First Japanese Call Center
  - American Airlines Shifts Asia-Pacific Call Center to India
  - Excelior Takes over Call Center Business of AAPT
  - OneCall Solutions Acquires e-Centric
  - Stream Acquires Supra Telecom Contact Center
  - HTMT Acquires Immaculate Interactions
  - TMWA Renews Service Contract with Alliance Data
  - ADC Secures Multi Year Service Contract from Pinellas County Utilities
  - Atos Worldline Bags Contract from French MGP
  - Axiom Systems and Atos Origin Extend Alliance
  - Teleperformance to Take over SFR Contact Centers
  - ClientLogic Merges with SITEL
  - APAC Bags Contract from Expedia Corporate Travel
  - CMP Media Takes over Customer Contact Center Standard
  - Convergys Acquires AOL Contact Center
  - Maybank Launches Largest Malaysian Bank Call Center
  - eMoney Expands Call Center Operations in the US
  - DaimlerChrysler Expands Operations at Spanish Americas Contact Center
  - TelstraClear Launches New Call Center
  - Atos Worldline Enters into Contract with Lyonnaise
  - Canadian Solutions and Bacolod Businessmen Open Call Center
  - CCC to Set up New Contact Center at Leipzig
  - Transcom Establishes New CRM Services Contact Center at Dresden
  - Ntl Telewest Signs a License Agreement for Convergys
  - The Minneapolis Star Tribune Signs Multiple-Year Contract with APAC
  - Bank of America Unveils a New Call Center in New Wichita
  - Atos Origin Restructures Socit Gnrale's Employee Savings' Call Center Services
  - Accor Commences Chinese Call Center in Guangzhou
  - RCN Renews Contract with Convergys
  - Midcontinent Communications Extends Contract with Convergys
  - IBM Korea Signs Contract with Hanaro Telecom
  - Entrust Federal Credit Enters into Agreement with PSCU Financial Services
  - Telegraaf Media Enters into Agreement with Atos Origin
  - GECAD ePayment Merges with GECAD Cvantage
  - CMP Technology Acquires CCCS
  - Convergys Enters into a Service Contract with Saudi Telecom
  - Computer Generated Solutions Takes over EasyCall
  - West Corp Takes over InPulse Response
  - Answernet Acquires Outsourcing Services Provider, Unicall International
  - Raya Acquires a Majority Stake in Egyptian Call Center
  - CapTel Establishes Call Center in Milwaukee
  - Telstra Establishes Call Center in Australia
  - Five9 and Smart Communications Sign Agreement to Open Call Centers
  - Alliance Data and WPS Resources Sign Agreement for Customer Care Solutions
  - Sabio Bags Contract from Leeds City Council
  - OneLink Divests Call Center Inc.
  - DIRECTV Forms New Technical Call Center
  - Alliance Data and Green Mountain Sign Agreement
  - Lockheed Martin Bags US$120 Million Contract
  - SR.Teleperformance Launches New Unit in Japan
  - 24/7 Customer and Aviva Open New Call Center in Chennai
  - SR.Teleperformance Establishes Operations in Chile
  - Teleperformance Acquires Stake in Photel
  - Teleperformance Acquires Direct Star
  - Teleperformance Acquires Majority Stake in SCMG
  - APAC Inaugurates Second Customer Services Center in Philippines
  - CallTech and Teleperformance USA Merge
  - Touchstone Acquires Call Central
  - HCL Completes Apollo Contact Centre Acquisition
  - TuVox Acquires NetByTel
  - 24/7 Customer Fortifies Association with Aviva
  - PacificNet Epro Completes the Acquisition of 70% Stake in JunFeng
  - First Choice Power Enters into Agreement with Alliance Data
  - Stream Establishes Contact Center at Saint John, New Brunswick
  - Stream Establishes New Contact Center at Szczecin, Poland
  - Bharti Tele Inks Rs.1, 000 Crore Deal with Four BPO Companies
  - IBM Daksh Launches Three BPO Facilities
  - Aspect Communications and Concerto Software Merge to Form Aspect Software
  - SR.Teleperformance Acquires Techmar
  - ExlService Secures British Gas BPO Operations Contract
  - India Based Mphasis Acquires Eldorado Computing Inc
  - MphasiS Acquires Princeton Consulting
  - vCustomer Corp. Acquires MCI's Call Centers
  - PacificNet Epro Takes over Guangzhou JunFeng Call Center in China
  - Avaya Inc. Acquires RouteScience Technologies Inc.
  - HCL Technologies Acquires AnswerCall Direct Ltd in Ireland
  - College Partnership Inc Acquires Waldrop Enterprises Inc
  - Oracle and Convergys Offer Services to Genesis Communications
  - Wicom Communications Signs up Infonet Services Corporation to Expand Hosted IP-Contact
  - Convergys Corporation Wins Contract from Optus
  - Convergys Corporation Opens Campus in India
  - Convergys Corporation Signs Agreement with Advanced Info Services
  - Merrill Lynch Signs Agreement with Avaya Inc
  - Envision Implements its Envision Performance Suite in all Contact Centers of Circles
  - Eagle ACD Makes a Foray into the UK Market with No Cost Hosted Call Center Services
- 14.Focus on Select Global Players
  - 24/7Customer (India)
  - Acumen Telecomunicaciones (Mexico)
  - Alliance Data Systems, Inc. (US)
  - APAC Customer Services, Inc. (US)
  - ATOS Origin, S.A. (France)
  - Avaya Inc (US)
  - British Telecom Northern Ireland (Ireland)
  - Convergys Corp (US)
  - Datamatics Technologies Ltd (India)
  - Entel Call Center (Chile)
  - EXL Service Holdings, Inc. (US)
  - Genpact (India)
  - GTL Ltd (India)
  - IBM Daksh Business Process Services Pvt. Ltd (India)
  - Inkfish Call Centers Limited (UK)
  - Merchants Limited (UK)
  - Plusoft Informatica (Brazil)
  - Quality plus Callscan Australia Pty Ltd. (Australia)
  - Sitel (US)
  - Stream International, Inc. (US)
  - Sykes Enterprises, Inc. (US)
  - Teleperformance (France)
  - Touchbase (UK)
  - TRG Customer Solutions (US)
  - Ventura (UK)
  - West Corporation (US)
  - Wipro Technologies (India)
- 15.Global Market Perspective
IV. Competitive Landscape
List of Tables
- Table 1: World Market for Call Centers (2000-2010): Geographic Regions Ranked by Growth - Asia-Pacific, Latin America, Canada, Japan, Europe, US and Rest of World (includes corresponding Graph/Chart)
- Table 2:World Recent past, Current and Future Analysis for Call Centers by Select Geographic Regions - US, Canada, EMEA (Europe, Middle East and Africa), Asia-Pacific (including Japan), and Latin America Markets Independently Analyzed for the Years 2003 through 2008 (includes corresponding Graph/Chart)
- Table 3: Number of Agents in Call Centers by Select Geographic Regions - US, Canada, EMEA (Europe, Middle East and Africa), Asia-Pacific (including Japan), and Latin America for the Years 2003 through 2008 (in Thousands) (includes corresponding Graph/Chart)
- Table 4: Global Call Center Industry (2006): Employee Turnover Rate (in %) for India, Ireland, Israel, US, Brazil, UK and Poland (includes corresponding Graph/Chart)
- Table 5: World Call Centers Market (2006): Percentage Share Breakdown by Training Types -Soft Skills, Telephone Courtesy and Others (includes corresponding Graph/Chart)
- Table 6: 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)
- Table 7: Global Call Centers Industry (2006): Call Handling Time (in seconds) for India, US, Canada, Spain, UK and Brazil (includes corresponding Graph/Chart)
- Table 8: Worldwide Call Centers Market (2007E): Percentage Breakdown of Call Center Spending by Major Vertical Markets - Financial Services, Telecommunications, Manufacturing, Transport and Others (includes corresponding Graph/Chart)
- Table 9: 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)
- Table 10: 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 2000 through 2010 (includes corresponding Graph/Chart)
- Table 11: World Long Term Projections 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 2011 through 2015 (includes corresponding Graph/Chart)
- Table 12: 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 2000, 2007 & 2010 (includes corresponding Graph/Chart)