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Targeting Growth in Developing Outsourcing Markets (Review Report)

Publication Date October 2006
Publisher Datamonitor
Product Type Report
Pages 195
ISBN Number not applicable
Product Code DAT04157
Price

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Summary

Introduction

A comprehensive review of emerging outsourcing markets.

Scope

  • Analysis of Central & Eastern Europe's contact center outsourcing market
  • A discussion of North Africa's emergence as a US nearshore location
  • A review of the Caribbean and Latin America's growth as a location for US customer care
  • Numerical and graphical descriptions of these emerging markets

Highlights

Total market sizes for the major emerging contact center outsourcing markets contained in this report

Annual rates of growth for each individual market analyzed in this report

Strategic recommendations describing how investors can profit from each of these markets

Reasons to Purchase

  • Understand how the emerging contact center outsourcing markets are likely to evolve through 2010
  • Learn about what investors need to do so as to use these markets for quality and cost effective customer care
  • Identify any emerging opportunities for domestic customer service in each of these locations

Content

  • Catalyst
  • Summary
  • Methodology
  • Executive Summary
    • Introduction
    • Central and Eastern Europe: Chasing new opportunities (Market Focus)
    • North Africa: Profiting from emerging and existing markets (Market Focus)
    • CALA: Beyond Mexico (Market Focus)
    • Emerging Contact Center Outsourcing Markets (Databook)
    • Summary
    • Contact center outsourcing in Central & Eastern Europe is projected to grow through 2010
    • Central and Eastern Europe domestic outsourced industry
    • Central and Eastern Europe's domestic outsourced industry is expected to grow through 2010, as shown in Table 1. This growth has been encouraged by the rising standards of living in Central and Eastern Europe and also by ongoing liberalization of trade and financial markets. It is important to note, though, that more than half of these agent positions come from and will be coming from Russia. The Russian contact center outsourcing market is quite distinct from the rest of Central and Eastern European market in the sense that the overwhelming majority of its outsourced agent positions are domestic and are serving either Russian or CIS area customers.
    • Central and Eastern Europe offshore outsourced industry
    • Why Central & Eastern Europe is a logical location for Western European customer service
    • Favorable Business Climate
    • Geographical Proximity
    • Technology Infrastructure
    • Labor Market
    • However, outsourcing to the CEE could prove limited over the long-term
    • Tightening labor market
    • Shrinking subsidies in many of the EU accession countries
    • Pricing
    • Step one: situate only the high- end customer care in CEE
    • Step two: focus on domestic markets because of increasing wealth in these countries
    • Step three: examine the possibility of buying smaller regional players
    • Step four: examine the possibility of looking eastward to service Russian customers
  • North Africa: Profiting From Existing And Emerging Markets (Market Focus)
    • Summary
    • Contact center outsourcing in North Africa is growing fuelled by offshore demand
    • North Africa's domestic outsourced industry is still in a nascent state (please change this heading)
    • North Africa's offshore outsourced industry will grow quite rapidly
    • North Africa has attractive for Western customer care investors
    • North Africa possesses a favorable business environment
    • North Africa has an ample pool of Inexpensive labor force
    • Western investors can leverage North Africa's modern infrastructure
    • Geographic and cultural proximity
    • Cheaper office rental costs
    • There are still certain risks of which investors should be aware
    • There is a high risk that the market will reach its saturation point in a medium-to-long term
    • Perceived political instability and security risks are still a factor
    • Corruption and transparency also need to be resolved in North Africa
    • Does a lack of multichannel capability in North Africa mean limited opportunity?
    • Commercial sophistication variance can cause confusion for western investors
    • Step one: assess each country in North Africa in terms of its linguistic skills and abilities to handle western customer needs
    • Step two: concentrate investment on voice-based customer care
    • Step three: examine the possibility of servicing the local markets
    • Step four: keep looking out for other North Africa's countries, such as Libya and Algeria for outsourcing customer care
  • Cala: Beyond Mexico (Market Focus)
    • Summary
    • Contact center outsourcing investors can derive revenues from CALA
    • Domestic outsourcing growth will taper through 2010
    • Offshore contact center outsourcing will drive revenue growth in CALA
    • Brazil's domestic market offers outsourcers opportunities to profit
    • Outsourcers should look to Argentina and Chile for bilingual customer service
    • Outsourcers need to stay abreast of emerging locations in CALA and how to evaluate them
  • Emerging Contact Center Outsourcing Markets (Databook)
    • Introduction
    • Definitions
    • Morocco
    • Tunisia
    • South Africa
    • Czech Republic
    • Hungary
    • Poland
    • Russia
    • Latvia
    • Lithuania
    • Estonia
    • Romania
    • Bulgaria
    • Malaysia
    • Singapore
    • Hong Kong
    • China
    • Brazil
    • Chile
    • Argentina
    • Egypt
  • Appendix
    • Ask the analyst
  • List of Tables
    • Table 1: CEE outsourced APs (000s), 2005-2010
    • Table 2: Demand for CEE's outsourced offshore APs, 2005-2010.
    • Table 3: Travel times from London, Paris and Berlin to selected outsourcing destinations
    • Table 4: CEE information and communication technology penetration
    • Table 5: CEE labour market (2005 est.)
    • Table 6: CEE linguistic capabilities - 3 most widely known languages
    • Table 7: North Africa's domestic outsourced APs (000s), 2005-2010
    • Table 8: North Africa's offshore outsourced APs (000s), 2005-2010
    • Table 9: Demand for North Africa's outsourced offshore APs, 2005-2010
    • Table 10: North Africa's labour market (2005 est.)
    • Table 11: North Africa's information and communication technology penetration (2004 est.)
    • Table 12: Corruption perception index, 2005
    • Table 13: North Africa's outsourced APs (000s), 2005-2010
    • Table 14: CALA domestic outsourced agent positions, 2005 - 2010
    • Table 15: CALA offshore outsourced agent positions, 2005 - 2010
    • Table 16: Selected contact center outsourcers operating in Brazil
    • Table 17: Selected contact center outsourcers operating in Argentina and Chile
    • Table 18: Key themes for evaluating emerging CALA offshore locations
    • Table 19: Contact Center definitions
    • Table 20: Total Morocco outsourced agent positions (000s) 2005 - 2010
    • Table 21: Vertical distribution of offshore outsourced APs (000s) in Morocco 2005 - 2010
    • Table 22: Vertical distribution of domestic outsourced APs (000s) in Morocco 2005 - 2010
    • Table 23: Outsourced offshore APs (000s) in Morocco by contact center sizeband 2005 - 2010
    • Table 24: Outsourced domestic APs (000s) in Morocco by contact center sizeband 2005 - 2010
    • Table 25: Geographic markets served by Morocco outsourced APs 2005 - 2010
    • Table 26: Total Tunisia outsourced agent positions (000s)2005 - 2010
    • Table 27: Vertical distribution of offshore outsourced APs (000s) in Tunisia 2005 - 2010
    • Table 28: Vertical distribution of domestic outsourced APs (000s) in Tunisia 2005 - 2010
    • Table 29: Outsourced offshore APs (000s) in Tunisia by contact center sizeband 2005 - 2010
    • Table 30: Outsourced domestic APs (000s) in Tunisia by contact center sizeband 2005 - 2010
    • Table 31: Geographic markets served by Tunisia outsourced APs 2005 - 2010
    • Table 32: Total South Africa outsourced agent positions (000s) 2005 - 2010
    • Table 33: Vertical distribution of offshore outsourced APs (000s) in South Africa 2005 - 2010
    • Table 34: Vertical distribution of domestic outsourced APs (000s) in South Africa 2005 - 2010
    • Table 35: Outsourced offshore APs (000s) in South Africa by contact center sizeband 2005 - 2010
    • Table 36: Outsourced domestic APs (000s) in South Africa by contact center sizeband 2005 - 2010
    • Table 37: Geographic markets served by South Africa outsourced APs 2005 - 010
    • Table 38: Total Czech Republic outsourced agent positions (000s) 2005 - 2010
    • Table 39: Vertical distribution of offshore outsourced APs (000s) in Czech Republic 2005 - 2010
    • Table 40: Vertical distribution of domestic outsourced APs (000s) in Czech Republic 2005 - 2010
    • Table 41: Outsourced offshore APs (000s) in Czech Republic by contact center sizeband 2005 - 2010
    • Table 42: Outsourced domestic APs (000s) in Czech Republic by contact center sizeband 2005 - 2010
    • Table 43: Geographic markets served by Czech Republic outsourced APs 2005 - 2010
    • Table 44: Total Hungary outsourced agent positions (000s) 2005 - 2010
    • Table 45: Vertical distribution of offshore outsourced APs (000s) in Hungary 2005 - 2010
    • Table 46: Vertical distribution of domestic outsourced APs (000s) in Hungary 2005 - 2010
    • Table 47: Outsourced offshore APs (000s) in Hungary by contact center sizeband 2005 - 2010
    • Table 48: Outsourced domestic APs (000s) in Hungary by contact center sizeband 2005 - 2010
    • Table 49: Geographic markets served by Hungary outsourced APs 2005 - 2010
    • Table 50: Total Poland outsourced agent positions (000s) 2005 - 2010
    • Table 51: Vertical distribution of offshore outsourced APs (000s) in Poland 2005 - 2010
    • Table 52: Vertical distribution of domestic outsourced APs (000s) in Poland 2005 - 2010
    • Table 53: Outsourced offshore APs (000s) in Poland by contact center sizeband 2005 - 2010
    • Table 54: Outsourced domestic APs (000s) in Poland by contact center sizeband 2005 - 2010
    • Table 55: Geographic markets served by Poland outsourced APs 2005 - 2010
    • Table 56: Total Russia outsourced agent positions (000s) 2005 - 2010
    • Table 57: Vertical distribution of offshore outsourced APs (000s) in Russia 2005 - 2010
    • Table 58: Vertical distribution of domestic outsourced APs (000s) in Russia 2005 - 2010
    • Table 59: Outsourced offshore APs (000s) in Russia by contact center sizeband 2005 - 2010
    • Table 60: Outsourced domestic APs (000s) in Russia by contact center sizeband 2005 - 2010
    • Table 61: Geographic markets served by Russia outsourced APs 2005 - 2010
    • Table 62: Total Latvia outsourced agent positions (000s) 2005 - 2010
    • Table 63: Vertical distribution of offshore outsourced APs (000s) in Latvia 2005 - 2010
    • Table 64: Vertical distribution of domestic outsourced APs (000s) in Latvia 2005 - 2010
    • Table 65: Outsourced offshore APs (000s) in Latvia by contact center sizeband 2005 - 2010
    • Table 66: Outsourced domestic APs (000s) in Latvia by contact center sizeband 2005 - 2010
    • Table 67: Geographic markets served by Latvia outsourced APs 2005 - 2010
    • Table 68: Total Lithuania outsourced agent positions (000s) 2005 - 2010
    • Table 69: Vertical distribution of offshore outsourced APs (000s) in Lithuania 2005 - 2010
    • Table 70: Vertical distribution of domestic outsourced APs (000s) in Lithuania 2005 - 2010
    • Table 71: Outsourced offshore APs (000s) in Lithuania by contact center sizeband 2005 - 2010
    • Table 72: Outsourced domestic APs (000s) in Lithuania by contact center sizeband 2005 - 2010
    • Table 73: Geographic markets served by Lithuania outsourced APs 2005 - 2010
    • Table 74: Total Estonia outsourced agent positions (000s) 2005 - 2010
    • Table 75: Vertical distribution of offshore outsourced APs (000s) in Estonia 2005 - 2010
    • Table 76: Vertical distribution of domestic outsourced APs (000s) in Estonia 2005 - 2010
    • Table 77: Outsourced offshore APs (000s) in Estonia by contact center sizeband 2005 - 2010
    • Table 78: Outsourced domestic APs (000s) in Estonia by contact center sizeband 2005 - 2010
    • Table 79: Geographic markets served by Estonia outsourced APs 2005 - 2010
    • Table 80: Total Romania outsourced agent positions (000s) 2005 - 2010
    • Table 81: Vertical distribution of offshore outsourced APs (000s) in Romania 2005 - 2010
    • Table 82: Vertical distribution of domestic outsourced APs (000s) in Romania 2005 - 2010
    • Table 83: Outsourced offshore APs (000s) in Romania by contact center sizeband 2005 - 2010
    • Table 84: Outsourced domestic APs (000s) in Romania by contact center sizeband 2005 - 2010
    • Table 85: Geographic markets served by Romania outsourced APs 2005 - 2010
    • Table 86: Total Bulgaria outsourced agent positions (000s) 2005 - 2010
    • Table 87: Vertical distribution of offshore outsourced APs (000s) in Bulgaria 2005 - 2010
    • Table 88: Vertical distribution of domestic outsourced APs (000s) in Bulgaria 2005 - 2010
    • Table 89: Outsourced offshore APs (000s) in Bulgaria by contact center sizeband 2005 - 2010
    • Table 90: Outsourced domestic APs (000s) in Bulgaria by contact center sizeband 2005 - 2010
    • Table 91: Geographic markets served by Bulgaria outsourced APs 2005 - 2010
    • Table 92: Total Malaysia outsourced agent positions (000s) 2005 - 2010
    • Table 93: Vertical distribution of offshore outsourced APs (000s) in Malaysia 2005 - 2010
    • Table 94: Vertical distribution of domestic outsourced APs (000s) in Malaysia 2005 - 2010
    • Table 95: Outsourced offshore APs (000s) in Malaysia by contact center sizeband 2005 - 2010
    • Table 96: Outsourced domestic APs (000s) in Malaysia by contact center sizeband 2005 - 2010
    • Table 97: Total Singapore outsourced agent positions (000s) 2005 - 2010
    • Table 98: Vertical distribution of offshore outsourced APs (000s) in Singapore 2005 - 2010
    • Table 99: Vertical distribution of domestic outsourced APs (000s) in Singapore 2005 - 2010
    • Table 100: Outsourced offshore APs (000s) in Singapore by contact center sizeband 2005 - 2010
    • Table 101: Outsourced domestic APs (000s) in Singapore by contact center sizeband 2005 - 2010
    • Table 102: Geographic markets served by Singapore outsourced APs 2005 - 2010
    • Table 103: Total Hong Kong outsourced agent positions (000s) 2005 - 2010
    • Table 104: Vertical distribution of offshore outsourced APs (000s) in Hong Kong 2005 - 2010
    • Table 105: Vertical distribution of domestic outsourced APs (000s) in Hong Kong 2005 - 2010
    • Table 106: Outsourced offshore APs (000s) in Hong Kong by contact center sizeband 2005 - 2010
    • Table 107: Outsourced domestic APs (000s) in Hong Kong by contact center sizeband 2005 - 2010
    • Table 108: Geographic markets served by Hong Kong outsourced APs 2005 - 2010
    • Table 109: Total China outsourced agent positions (000s) 2005 - 2010
    • Table 110: Vertical distribution of offshore outsourced APs (000s) in China 2005 - 2010
    • Table 111: Vertical distribution of domestic outsourced APs (000s) in China 2005 - 2010
    • Table 112: Outsourced offshore APs (000s) in China by contact center sizeband 2005 - 2010
    • Table 113: Outsourced domestic APs (000s) in China by contact center sizeband 2005 - 2010
    • Table 114: Geographic markets served by China outsourced APs 2005 - 2010
    • Table 115: Total Brazil outsourced agent positions (000s) 2005 - 2010
    • Table 116: Vertical distribution of offshore outsourced APs (000s) in Brazil 2005 - 2010
    • Table 117: Vertical distribution of domestic outsourced APs (000s) in Brazil 2005 - 2010
    • Table 118: Outsourced offshore APs (000s) in Brazil by contact center sizeband 2005 - 2010
    • Table 119: Outsourced domestic APs (000s) in Brazil by contact center sizeband 2005 - 2010
    • Table 120: Geographic markets served by Brazil outsourced APs 2005 - 2010
    • Table 121: Total Chile outsourced agent positions (000s) 2005 - 2010
    • Table 122: Vertical distribution of offshore outsourced APs (000s) in Chile 2005 - 2010
    • Table 123: Vertical distribution of domestic outsourced APs (000s) in Chile 2005 - 2010
    • Table 124: Outsourced offshore APs (000s) in Chile by contact center sizeband 2005 - 2010
    • Table 125: Outsourced domestic APs (000s) in Chile by contact center sizeband 2005 - 2010
    • Table 126: Geographic markets served by Chile outsourced APs 2005 - 2010
    • Table 127: Total Argentina outsourced agent positions (000s) 2005 - 2010
    • Table 128: Vertical distribution of offshore outsourced APs (000s) in Argentina 2005 - 2010
    • Table 129: Vertical distribution of domestic outsourced APs (000s) in Argentina 2005 - 2010
    • Table 130: Outsourced offshore APs (000s) in Argentina by contact center sizeband 2005 - 2010
    • Table 131: Outsourced domestic APs (000s) in Argentina by contact center sizeband 2005 - 2010
    • Table 132: Geographic markets served by Argentina outsourced APs 2005 - 2010
    • Table 133: Total Egypt outsourced agent positions (000s) 2005 - 2010
    • Table 134: Vertical distribution of offshore outsourced APs (000s) in Egypt 2005 - 2010
    • Table 135: Vertical distribution of domestic outsourced APs (000s) in Egypt 2005 - 2010
    • Table 136: Outsourced offshore APs (000s) in Egypt by contact center sizeband 2005 - 2010
    • Table 137: Outsourced domestic APs (000s) in Egypt by contact center sizeband 2005 - 2010
    • Table 138: Geographic markets served by Egypt outsourced APs 2005 - 2010
  • List of Figures
    • Figure 1: CEE outsourced APs (000s), 2005 - 2010
    • Figure 2: Corporate tax rates, 2005
    • Figure 3: Outsourced agent pricing, 2005
    • Figure 4: North Africa's outsourced APs (000s), 2005-2010
    • Figure 5: North Africa's offshore outsourced APs (000s), 2005-2010
    • Figure 6: Agent wages, 2005
    • Figure 7: Annual office rental costs, € per m2
    • Figure 8: CALA outsourced agent positions, 2005 - 2010
    • Figure 9: CALA domestic outsourced agent positions, 2005 - 2010
    • Figure 10: CALA offshore outsourced agent positions, 2005 - 2010
    • Figure 11: CALA offshore AP demand, 2005 - 2010
    • Figure 12: US Hispanic population growth, 2000 & 2004
    • Figure 13: US Hispanic household income, 1992 - 2004
    • Figure 14: Price per agent per hour, selected offshore contact center outsourcing locations
    • Figure 15: Total Morocco outsourced agent positions 2005 - 2010
    • Figure 16: Vertical distribution of offshore outsourced APs in Morocco 2005 - 2010
    • Figure 17: Vertical distribution of domestic outsourced APs in Morocco 2005 - 2010
    • Figure 18: Outsourced offshore APs in Morocco by contact center sizeband 2005 - 2010
    • Figure 19: Outsourced domestic APs in Morocco by contact center sizeband 005 - 2010
    • Figure 20: Geographic markets served by Morocco outsourced APs 2005 - 2010
    • Figure 21: Total Tunisia outsourced agent positions 2005 - 2010
    • Figure 22: Vertical distribution of offshore outsourced APs in Tunisia 2005 - 2010
    • Figure 23: Vertical distribution of domestic outsourced APs in Tunisia 2005 - 2010
    • Figure 24: Outsourced offshore APs in Tunisia by contact center sizeband 2005 - 2010
    • Figure 25: Outsourced domestic APs in Tunisia by contact center sizeband 2005 - 2010
    • Figure 26: Geographic markets served by Tunisia outsourced APs 2005 - 2010
    • Figure 27: Total South Africa outsourced agent positions 2005 - 2010
    • Figure 28: Vertical distribution of offshore outsourced APs in South Africa 2005 - 2010
    • Figure 29: Vertical distribution of domestic outsourced APs in South Africa 2005 - 2010
    • Figure 30: Outsourced offshore APs in South Africa by contact center sizeband 2005 - 2010
    • Figure 31: Outsourced domestic APs in South Africa by contact center sizeband 2005 - 2010
    • Figure 32: Geographic markets served by South Africa outsourced APs 2005 - 2010
    • Figure 33: Total Czech Republic outsourced agent positions 2005 - 2010
    • Figure 34: Vertical distribution of offshore outsourced APs in Czech Republic 2005 - 2010
    • Figure 35: Vertical distribution of domestic outsourced APs in Czech Republic 2005 - 2010
    • Figure 36: Outsourced offshore APs in Czech Republic by contact center sizeband 2005 - 2010
    • Figure 37: Outsourced domestic APs in Czech Republic by contact center sizeband 2005 - 2010
    • Figure 38: Geographic markets served by Czech Republic outsourced APs 2005 - 2010
    • Figure 39: Total Hungary outsourced agent positions 2005 - 2010
    • Figure 40: Vertical distribution of offshore outsourced APs in Hungary 2005 - 2010
    • Figure 41: Vertical distribution of domestic outsourced APs in Hungary 2005 - 2010
    • Figure 42: Outsourced offshore APs in Hungary by contact center sizeband 2005 - 2010
    • Figure 43: Outsourced domestic APs in Hungary by contact center sizeband 2005 - 2010
    • Figure 44: Geographic markets served by Hungary outsourced APs 2005 - 2010
    • Figure 45: Total Poland outsourced agent positions 2005 - 2010
    • Figure 46: Vertical distribution of offshore outsourced APs in Poland 2005 - 2010
    • Figure 47: Vertical distribution of domestic outsourced APs in Poland 2005 - 2010
    • Figure 48: Outsourced offshore APs in Poland by contact center sizeband 2005 - 2010
    • Figure 49: Outsourced domestic APs in Poland by contact center sizeband 2005 - 2010
    • Figure 50: Geographic markets served by Poland outsourced APs 2005 - 2010
    • Figure 51: Total Russia outsourced agent positions 2005 - 2010
    • Figure 52: Vertical distribution of offshore outsourced APs in Russia 2005 - 2010
    • Figure 53: Vertical distribution of domestic outsourced APs in Russia 2005 - 2010
    • Figure 54: Outsourced offshore APs in Russia by contact center sizeband 2005 - 2010
    • Figure 55: Outsourced domestic APs in Russia by contact center sizeband 2005 - 2010
    • Figure 56: Geographic markets served by Russia outsourced APs 2005 - 2010
    • Figure 57: Total Latvia outsourced agent positions 2005 - 2010
    • Figure 58: Vertical distribution of offshore outsourced APs in Latvia 2005 - 2010
    • Figure 59: Vertical distribution of domestic outsourced APs in Latvia 2005 - 2010
    • Figure 60: Outsourced offshore APs in Latvia by contact center sizeband 2005 - 2010
    • Figure 61: Outsourced domestic APs in Latvia by contact center sizeband 2005 - 2010
    • Figure 62: Geographic markets served by Latvia outsourced APs 2005 - 2010
    • Figure 63: Total Lithuania outsourced agent positions 2005 - 2010
    • Figure 64: Vertical distribution of offshore outsourced APs in Lithuania 2005 - 2010
    • Figure 65: Vertical distribution of domestic outsourced APs in Lithuania 2005 - 2010
    • Figure 66: Outsourced offshore APs in Lithuania by contact center sizeband 2005 - 2010
    • Figure 67: Outsourced domestic APs in Lithuania by contact center sizeband 2005 - 2010
    • Figure 68: Geographic markets served by Lithuania outsourced APs 2005 - 2010
    • Figure 69: Total Estonia outsourced agent positions 2005 - 2010
    • Figure 70: Vertical distribution of offshore outsourced APs in Estonia 2005 - 2010
    • Figure 71: Vertical distribution of domestic outsourced APs in Estonia 2005 - 2010
    • Figure 72: Outsourced offshore APs in Estonia by contact center sizeband 2005 - 2010
    • Figure 73: Outsourced domestic APs in Estonia by contact center sizeband 2005 - 2010
    • Figure 74: Geographic markets served by Estonia outsourced APs 2005 - 2010
    • Figure 75: Total Romania outsourced agent positions 2005 - 2010
    • Figure 76: Vertical distribution of offshore outsourced APs in Romania 2005 - 2010
    • Figure 77: Vertical distribution of domestic outsourced APs in Romania 2005 - 2010
    • Figure 78: Outsourced offshore APs in Romania by contact center sizeband 2005 - 2010
    • Figure 79: Outsourced domestic APs in Romania by contact center sizeband 2005 - 2010
    • Figure 80: Geographic markets served by Romania outsourced APs 2005 - 2010
    • Figure 81: Total Bulgaria outsourced agent positions 2005 - 2010
    • Figure 82: Vertical distribution of offshore outsourced APs in Bulgaria 2005 - 2010
    • Figure 83: Vertical distribution of domestic outsourced APs in Bulgaria 2005 - 2010
    • Figure 84: Outsourced offshore APs in Bulgaria by contact center sizeband 2005 - 2010
    • Figure 85: Outsourced domestic APs in Bulgaria by contact center sizeband 2005 - 2010
    • Figure 86: Geographic markets served by Bulgaria outsourced APs 2005 - 2010
    • Figure 87: Total Malaysia outsourced agent positions 2005 - 2010
    • Figure 88: Vertical distribution of offshore outsourced APs in Malaysia 2005 - 2010
    • Figure 89: Vertical distribution of domestic outsourced APs in Malaysia 2005 - 2010
    • Figure 90: Outsourced offshore APs in Malaysia by contact center sizeband 2005 - 2010
    • Figure 91: Outsourced domestic APs in Malaysia by contact center sizeband 2005 - 2010
    • Figure 92: Total Singapore outsourced agent positions 2005 - 2010
    • Figure 93: Vertical distribution of offshore outsourced APs in Singapore 2005 - 2010
    • Figure 94: Vertical distribution of domestic outsourced APs in Singapore 2005 - 2010
    • Figure 95: Outsourced offshore APs in Singapore by contact center sizeband 2005 - 2010
    • Figure 96: Outsourced domestic APs in Singapore by contact center sizeband 2005 - 2010
    • Figure 97: Geographic markets served by Singapore outsourced APs 2005 - 2010
    • Figure 98: Total Hong Kong outsourced agent positions 2005 - 2010
    • Figure 99: Vertical distribution of offshore outsourced APs in Hong Kong 2005 - 2010
    • Figure 100: Vertical distribution of domestic outsourced APs in Hong Kong 2005 - 2010
    • Figure 101: Outsourced offshore APs in Hong Kong by contact center sizeband 2005 - 2010
    • Figure 102: Outsourced domestic APs in Hong Kong by contact center sizeband 2005 - 2010
    • Figure 103: Geographic markets served by Hong Kong outsourced APs 2005 - 2010
    • Figure 104: Total China outsourced agent positions 2005 - 2010
    • Figure 105: Vertical distribution of offshore outsourced APs in China 2005 - 2010
    • Figure 106: Vertical distribution of domestic outsourced APs in China 2005 - 2010
    • Figure 107: Outsourced offshore APs in China by contact center sizeband 2005 - 2010
    • Figure 108: Outsourced domestic APs in China by contact center sizeband 2005 - 2010
    • Figure 109: Geographic markets served by China outsourced APs 2005 - 2010
    • Figure 110: Total Brazil outsourced agent positions 2005 - 2010
    • Figure 111: Vertical distribution of offshore outsourced APs in Brazil 2005 - 2010
    • Figure 112: Vertical distribution of domestic outsourced APs in Brazil 2005 - 2010
    • Figure 113: Outsourced offshore APs in Brazil by contact center sizeband 2005 - 2010
    • Figure 114: Outsourced domestic APs in Brazil by contact center sizeband 2005 - 2010
    • Figure 115: Geographic markets served by Brazil outsourced APs 2005 - 2010
    • Figure 116: Total Chile outsourced agent positions 2005 - 2010
    • Figure 117: Vertical distribution of offshore outsourced APs in Chile 2005 - 2010
    • Figure 118: Vertical distribution of domestic outsourced APs in Chile 2005 - 2010
    • Figure 119: Outsourced offshore APs in Chile by contact center sizeband 2005 - 2010
    • Figure 120: Outsourced domestic APs in Chile by contact center sizeband 2005 - 2010
    • Figure 121: Geographic markets served by Chile outsourced APs 2005 - 2010
    • Figure 122: Total Argentina outsourced agent positions 2005 - 2010
    • Figure 123: Vertical distribution of offshore outsourced APs in Argentina 2005 - 2010
    • Figure 124: Vertical distribution of domestic outsourced APs in Argentina 2005 - 2010
    • Figure 125: Outsourced offshore APs in Argentina by contact center sizeband 2005 - 2010
    • Figure 126: Outsourced domestic APs in Argentina by contact center sizeband 2005 - 2010
    • Figure 127: Geographic markets served by Argentina outsourced APs 2005 - 2010
    • Figure 128: Total Egypt outsourced agent positions 2005 - 2010
    • Figure 129: Vertical distribution of offshore outsourced APs in Egypt 2005 - 2010
    • Figure 130: Vertical distribution of domestic outsourced APs in Egypt 2005 - 2010
    • Figure 131: Outsourced offshore APs in Egypt by contact center sizeband 2005 - 2010
    • Figure 132: Outsourced domestic APs in Egypt by contact center sizeband 2005 - 2010
    • Figure 133: Geographic markets served by Egypt outsourced APs 2005 - 2010

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