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- Call Centers - Global Strategic Business Report
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.
CALL CENTERS MCP-1145
A GLOBAL STRATEGIC BUSINESS REPORT
CONTENTS
I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS
Study Reliability and Reporting Limitations I-1
Disclaimers I-2
Data interpretation & reporting level I-2
Quantitative Techniques & Analytics I-2
Product Definitions and Scope of Study I-3
II. EXECUTIVE SUMMARY
1. Industry Overview II-1
Down to the Basics - An Introduction II-1
Global Call Centers Industry - Snapshots II-2
2. Call Centers - An Outlook II-4
Call Centers - The Coming of Age II-4
Current and Future Analysis II-4
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) II-5
3. Global Issues and Trends II-6
Key Issues II-6
Cost Reduction & Efficiency Enhancements - Formulae for
Survival & Growth II-6
Cost Reductions - The Road to Success II-6
Efficiency Enhancements - Vital Component II-6
Human Resources - Ranking Above Technology II-6
General Industry Trends II-7
From 'Call' Centers to 'Contact' Centers II-7
Multiple Outsourced Call Centers - Order of the Day II-7
From CRM to eRM - Multichannel Centers on the Rise II-7
CEM - A New Strategy or an Added Jargon? II-8
Transformation from Cost Centers to Profit Centers II-8
Worldwide Call Center Capacity Spurt II-8
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) II-9
Outsourcing - Dominating Segment II-9
Managing Multilingual Customers - CRM Comes to Aid II-9
Complaints Handling - The Most Likely Outsourced Function II-10
Employment Trends II-10
Call Centers - The Fastest Growing Employer II-10
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) II-11
Table 4: Global Call Center Industry (2006): Employee
Turnover Rate (in %) for India, Ireland, Israel, US,
Brazil, UK and Poland (includes corresponding Graph/Chart) II-11
Cost Minimization Drives Call Centers to Low Wage Cities II-11
Product and Technology Trends II-12
Key Technologies Driving Growth: VoIP and Open, Standards-
Based Software II-12
Transforming Call Centers Market - Need for Technological
Adaptability II-12
Evolving Database Technologies and Management Strategies II-12
The Emergence of Call Center 2.0 II-13
Innovations to Drive Profit Margins II-13
Benefits of Call Center 2.0 II-14
Technological Features of Call Center 2.0 II-14
IP Contact Centers and UC to Register Robust Growth II-14
Customer Support & Sales Force Automation Dominate Software
Applications II-15
Table 5: World Call Centers Market (2006): Percentage Share
Breakdown by Training Types -Soft Skills, Telephone
Courtesy and Others (includes corresponding Graph/Chart) II-15
Advent of Internet Technologies Revolutionizing Call Centers II-16
VoIP - Fast Replacing Circuit-Switched Architectures II-16
Integrated Services - Offering a Level Playing Field to
Small-and Mid-Sized Players II-16
Speech Recognition Technologies Transform Agent Training II-16
Web Sites and Call Centers - United They Thrive II-17
Multi-site Call Routing Solutions - Popular with Large
Global Firms II-17
Customer Routing Yet to Gain Significant Ground II-17
Hosted or Networked Server-based Call Centers on the Rise II-18
Virtual Hosted Call Center Market - High Potential in the
Offing II-18
Voice-Driven CRM and VoiceXML Enlarge Scope for Customer
Interactions II-18
Voice-Driven CRM II-18
Voice XML II-19
Help Desk and Call Center Companies Shift Solutions to
Browser-based Architecture II-19
Other Technology-Based Trends in Call Centers II-20
Cost and Budgetary Trends II-20
Telecommunication Costs Set for a Marginally Declining Trend II-20
Operational Costs and Budgets Continue to Expand II-20
Operational Services and Telecom Related Costs Corner Lion's
Share II-20
End Use Vertical Industry Trends II-21
Financial Services and Distribution - The Outsourcing Area
of Choice II-21
Banks Increasingly Perceive Call Center as a Sales and
Service Point II-21
Technology-Driven Banks Offering Service Enhancements at
Contact Centers II-21
Intelligent Call Routing II-22
Campaign Management Software II-22
Integration of Call Centers and Bank Branches II-22
Customer Differentiation II-22
Insurance Companies Lead in Call Center Technology Absorption II-23
Global Trends In Offshore Call Center Location II-23
Network Strategy - A Critical Component in selection of a
New Destination II-23
Global Outsourced Contact Center Market - An Overview II-24
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) II-24
North American IP Contact Center Market II-24
Benefits of IP Centers II-25
Obstacles for IP Deployment II-25
4. Conceptual Overview II-26
Functional Definition II-26
Call Center Activities II-26
Inbound Call Reception and Routing II-26
Automated Inbound Call Routing II-26
Advantages of Automated inbound call routing applications II-26
Outbound Telemarketing Call II-26
Call Handling Time II-27
Table 7: Global Call Centers Industry (2006): Call Handling
Time (in seconds) for India, US, Canada, Spain, UK and
Brazil (includes corresponding Graph/Chart) II-27
Complaints Handling II-27
Customer Information Services / Help Desks II-28
Debt Chasing II-28
Field Service Support II-28
Field service and support activity advantages include II-28
Classification on the Basis of Ownership II-29
In-House Centers II-29
Outsourced Call Centers II-29
Service Bureau II-29
Classification on the basis of Operations II-29
Inbound Call Centers II-29
Outbound (Telemarketing) Centers II-29
Nature of Services Offered II-30
Consulting II-30
Outsourcing II-30
Training II-30
Vendor Sales II-30
Consultant Training II-30
Call Center Technologies-By Area of Application II-30
Voice II-30
Telephone Switches (ACDs) and Voice Networks II-30
Telephone Switches/Automated Call Distributors (ACDs) II-30
Voice Networks II-31
Voice Response Systems (IVR/VRU) II-31
Voice Response Unit (VRU) II-31
Speech Recognition Technologies II-31
Voice Over Internet Protocol (VoIP) II-32
Data II-32
Workstations and Databases II-32
Workstations II-32
Database II-32
Customer Relationship Management (CRM) Tools II-33
CRM Tools II-33
Enterprise CRM II-33
Mid-Market CRM II-33
Customer Data Integration II-33
Enterprise Analytics, Business Intelligence and Data
Warehousing II-33
Computer Telephony Integration (CTI) II-33
Web II-34
Website and E-mail II-34
Website II-34
E-Mail II-34
Web Integration (Text chat and Web Calls) II-34
Web Chat II-34
Web Call-back II-34
Fully Integrated Unified Messaging System II-35
Multimedia Technologies II-35
Systems II-35
ACD Systems II-35
Automatic Call Distributor (ACD) II-35
Outbound System II-36
Interactive Voice Response (IVR) Systems II-36
Advantages of employing IVR system include II-36
Voice Messaging Systems II-36
Simple Voice Message Broadcasting II-36
Custom Voice Message Broadcasting II-37
Voice Message Broadcasting and Touchphone Response II-37
Software II-37
Workforce Management Software II-37
Workforce Automation Software II-37
Sales Force Automation Software II-38
For Sales Executives II-38
For Sales Manager II-38
Customer Interaction Software II-39
CTI Enabling Software II-39
Call Monitoring Software II-39
5. Vertical End-Use Industries II-40
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) II-40
Telecommunications II-40
Financial Services (Inclusive of Banks and Insurance Firms) II-41
Banks II-41
Banks Transform Call Centers for Organic Growth II-41
Methodologies for Effective Cross Selling II-41
Insurance Firms II-42
Hospitality II-42
Transportation II-42
Healthcare II-42
Manufacturing II-43
Retail and Distribution II-43
Utilities II-44
Outsourcing II-44
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) II-45
6. Strategic Insight II-46
Site Location Strategies II-46
Introduction to Site Location II-46
The Basics II-46
Major Parameters in Site Location II-46
Labor, Labor and Labor . II-46
Education II-47
Infrastructure II-47
Cost II-47
Labor Costs II-47
Infrastructure and Technology Costs II-47
Occupancy/Real estate Costs II-48
Taxes II-48
Start-up Costs II-48
Other Factors in Site Selection II-48
Cross-Media Centers' - A Preview of Next Generation 'Contact'
Strategies II-48
Cross-Media Call Center Architecture II-49
Queuing Architecture II-49
Queue Engine II-49
Contingency Strategies - Ensuring Business Continuity in a
Disaster II-49
Down Time Hurts in a Time-Sensitive Environment II-49
Business Continuity Plan - The Basics II-49
Other Considerations While Drafting a Business Continuity Plan II-50
7. Evolution of the New Age Contact Centers II-51
CRM and Contact Centers - Two Worlds Apart II-51
The Contact Center Disharmony II-52
Contact Centers in Defense II-52
Complex Structural Setup II-52
Hierarchical Reporting Structure II-52
Time to Realign Priorities II-53
Evolution of the New Age Contact Centers: Critical Areas of
Focus II-53
In Conclusion II-53
The Modern Day Call Center II-54
Technologies in Use in a New Age Setup II-54
Skill-based Routing II-54
Routing Strategies II-54
Types of Contacts in a Contact Center II-55
8. Related Industry Discussion II-56
Customer Experience Management II-56
CEM - Leveraging Call Center Data with Decision Making II-56
CEM as a Value Proposition II-56
Proactive Problem Resolution II-56
Delivering Marketing Feedback II-56
Enhanced Sales Closures II-56
Risk Management II-57
Workforce Management II-57
9. Call Center Consolidation - Whether, Why and How II-58
Widely Dispersed Call Centers - A Rationale II-58
Motivators for Call center Consolidation II-59
Costs of Scale II-59
A Review of Consolidation Activity II-59
Worldwide Call Centers Market: List of Major Acquisitions
(2003-2007) II-60
10. Pertinent Regulatory Issues II-62
Legal and Regulatory Framework II-62
Predictive Dialing II-62
Tring .. Tring Hello ! ? ? .? II-62
The Preface to the Showdown II-62
Privacy Legislations II-63
Federal Laws prohibits Sale of Consumer Health Data II-63
Cell Phone Legislations Zap Outbound Calls? II-63
11. Technological Breakthroughs / Innovations II-64
Automatic Call Distributing (ACD) Products- From Standalone
to Open and Networked Systems II-64
Add-on/ACD Enhancement Products II-64
ACD Message Boards II-64
Digital Announcers/Automated Attendants/ Fax-on-Demand II-65
Digital Announcers II-65
Automated Attendants II-65
Fax-On-Demand II-65
Dialing Platforms - The Advent of Call Blending II-65
Contact Management II-65
Turnkey Solutions - Moving Onto PC/IP Platforms II-66
CTI Technologies on the Anvil II-66
CTI APIs and Middleware II-66
Placing of Outbound Calls II-66
Call Progress Detection II-66
Speech Recognition and Interactive Television Technologies II-66
Internet / Web-enabling Technologies for Call Centers II-67
Developments in Web-Enabling Technology II-67
Call-Through Technologies to Replace Call-Back and Text-Chat II-68
12. New Product/Service Introductions II-69
Glowpoint to Launch its Contact Center Solution II-69
Avaya to Introduce New Communications Solutions II-69
Avaya Launches New CEBP Solution II-70
Convergys Launches Infinys Series 3 II-70
Avaya Launches Customer Interaction Express for Midsize
Businesses II-70
Aepona Launches Call Centre Control, C3 II-71
CCDS Launches Centcom II-71
Convergys Rolls Out the Advanced Version of Infinys II-71
Amadeus Unveils New Dynamic Desktop II-72
Sprint Unveils Contact Center Solution II-72
Avaya Introduces New Avaya Interaction Center 7.1 II-72
Brasil Telecom Launches Call Center Solution II-73
Transera Introduces a New Call Centre Solution in India II-73
Altura Launches IntelliCenter 7.0 Call Center II-73
Transera Communications Introduces Seratel, Call Center
Management Software II-73
Microsoft Corp. Releases Microsoft Customer Care Framework II-74
Toshiba Launches Informal Contact Center Solution II-74
Genesys Introduces IP-Enabled GVP to Serve Enterprise II-74
Envox Launches Envox CT ADE 8.4 II-74
Symon Unveils Symon Digital Appliance (SDA-500) for Video
Networks II-74
Telisma, VoiceGenie Technologies and Open Communications
Introduce teliSpeech for the European Markets II-75
Chevin Launches New Network Management Tool II-75
Avaya Inc. Launches Contact Center Express II-75
Adeptra Introduces Auto-resolution Services For Collections II-75
Adeptra Introduces Auto-resolution Services For Collections II-75
Avaya Inc. Introduces Avaya Contact Center Express II-75
SER Solutions Launches CPS Enterprise Edition (CPS E2 II-76
SoundBite Communications Introduces SoundBite 5.0 for
Financial Services II-76
Avaya Rolls Out Real-Time Management Solution II-76
13. Recent Industry Activity II-77
Convergys Signs Contract to Provide Billing Managed Services II-77
Convergys to Launch New Contact Centers in Kansas and North
Carolina II-77
CrysTelCall Launches Contact Center in Jordan II-77
Elisa Corporation to Take Over First Orange II-78
Verint Acquires Mercom II-78
Amacore and Optimus Sign a Strategic Agreement II-78
Convergys Signs HR Services Contract with Johnson & Johnson II-78
Blackstone Group to Acquire Alliance Data Systems II-78
IBM to Open a New Facility in Indiana II-79
Federal Government to Open a New Centrelink Call Center II-79
Cordia to Launch a New Contact Center Facility in Cebu II-79
ACS Bags Contract for Call Center in Texas II-79
LivePerson Enters Partnership with 24/7 Customer II-79
Black Box Opens Call Center for Technical Support in Tennessee II-80
PFSweb Expands Customer Service Operations in Asia II-80
IRT Completes Acquisition of CCC Interactive II-80
Aegis BPO Acquires Majority Stake in Global Vantedge II-80
Alere Medical Opens New Call Center in Ohio II-80
PacificNet Enters into a Joint Venture with BellSystem24 II-81
Espire, Success and MasterPiece Launch India's First Japanese
Call Center II-81
American Airlines Shifts Asia-Pacific Call Center to India II-81
Excelior Takes Over Call Center Business of AAPT II-81
OneCall Solutions Acquires e-Centric II-82
Stream Acquires Supra Telecom Contact Center II-82
HTMT Acquires Immaculate Interactions II-82
TMWA Renews Service Contract with Alliance Data II-82
ADC Secures Multi Year Service Contract from Pinellas County
Utilities II-83
Atos Worldline Bags Contract from French MGP II-83
Axiom Systems and Atos Origin Extend Alliance II-83
Teleperformance to Take Over SFR Contact Centers II-84
ClientLogic Merges with SITEL II-84
APAC Bags Contract from Expedia Corporate Travel II-84
CMP Media Takes Over Customer Contact Center Standard II-84
Convergys Acquires AOL Contact Center II-85
Maybank Launches Largest Malaysian Bank Call Center II-85
eMoney Expands Call Center Operations in the US II-85
DaimlerChrysler Expands Operations at Spanish Americas Contact
Center II-85
TelstraClear Launches New Call Center II-85
Atos Worldline Enters into Contract with Lyonnaise II-86
Canadian Solutions and Bacolod Businessmen Open Call Center II-86
CCC to Set Up New Contact Center at Leipzig II-86
Transcom Establishes New CRM Services Contact Center at Dresden II-86
Ntl Telewest Signs a License Agreement for Convergys II-86
The Minneapolis Star Tribune Signs Multiple-Year Contract with
APAC II-87
Bank of America Unveils a New Call Center in New Wichita II-87
Atos Origin Restructures Société Générale's Employee Savings'
Call Center Services II-87
Accor Commences Chinese Call Center in Guangzhou II-88
RCN Renews Contract with Convergys II-88
Midcontinent Communications Extends Contract with Convergys II-88
IBM Korea Signs Contract with Hanaro Telecom II-88
Entrust Federal Credit Enters into Agreement with PSCU
Financial Services II-89
Telegraaf Media Enters into Agreement with Atos Origin II-89
GECAD ePayment Merges With GECAD Cvantage II-89
CMP Technology Acquires CCCS II-89
Convergys Enters into a Service Contract with Saudi Telecom II-90
Computer Generated Solutions Takes Over EasyCall II-90
West Corp Takes Over InPulse Response II-90
Answernet Acquires Outsourcing Services Provider, Unicall
International II-90
Raya Acquires a Majority Stake in Egyptian Call Center II-90
CapTel Establishes Call Center in Milwaukee II-91
Telstra Establishes Call Center in Australia II-91
Five9 and Smart Communications Sign Agreement to Open Call
Centers II-91
Alliance Data and WPS Resources Sign Agreement for Customer
Care Solutions II-91
Sabio Bags Contract from Leeds City Council II-92
OneLink Divests Call Center Inc. II-92
DIRECTV Forms New Technical Call Center II-92
Alliance Data and Green Mountain Sign Agreement II-93
Lockheed Martin Bags US$120 Million Contract II-93
SR.Teleperformance Launches New Unit in Japan II-93
24/7 Customer and Aviva Open New Call Center in Chennai II-93
SR.Teleperformance Establishes Operations in Chile II-93
Teleperformance Acquires Stake in Photel II-94
Teleperformance Acquires Direct Star II-94
Teleperformance Acquires Majority Stake in SCMG II-94
APAC Inaugurates Second Customer Services Center in Philippines II-94
CallTech and Teleperformance USA Merge II-95
Touchstone Acquires Call Central II-95
HCL Completes Apollo Contact Centre Acquisition II-95
TuVox Acquires NetByTel II-95
24/7 Customer Fortifies Association with Aviva II-96
PacificNet Epro Completes the Acquisition of 70% Stake in JunFeng II-96
First Choice Power Enters into Agreement with Alliance Data II-96
Stream Establishes Contact Center at Saint John, New Brunswick II-96
Stream Establishes New Contact Center at Szczecin, Poland II-96
Bharti Tele Inks Rs.1, 000 Crore Deal with Four BPO Companies II-97
IBM Daksh Launches Three BPO Facilities II-97
Aspect Communications and Concerto Software Merge to Form
Aspect Software II-97
SR.Teleperformance Acquires Techmar II-97
ExlService Secures British Gas BPO Operations Contract II-98
India Based Mphasis Acquires Eldorado Computing Inc II-98
MphasiS Acquires Princeton Consulting II-98
vCustomer Corp. Acquires MCI's Call Centers II-98
PacificNet Epro Takes Over Guangzhou JunFeng Call Center in
China II-98
Avaya Inc. Acquires RouteScience Technologies Inc. II-99
HCL Technologies Acquires AnswerCall Direct Ltd in Ireland II-99
College Partnership Inc Acquires Waldrop Enterprises Inc II-99
Oracle and Convergys Offer Services to Genesis Communications II-99
Wicom Communications Signs Up Infonet Services Corporation to
Expand Hosted IP-Contact II-99
Convergys Corporation Wins Contract from Optus II-100
Convergys Corporation Opens Campus in India II-100
Convergys Corporation Signs Agreement with Advanced Info
Services II-100
Merrill Lynch Signs Agreement with Avaya Inc II-100
Envision Implements its Envision Performance Suite in all
Contact Centers of Circles II-100
Eagle ACD Makes a Foray into the UK Market with No Cost
Hosted Call Center Services II-101
14. Focus on Select Global Players II-102
24/7Customer (India) II-102
Acumen Telecomunicaciones (Mexico) II-102
Alliance Data Systems, Inc. (US) II-102
APAC Customer Services, Inc. (US) II-102
ATOS Origin, S.A. (France) II-103
Avaya Inc (US) II-103
British Telecom Northern Ireland (Ireland) II-103
Convergys Corp (US) II-104
Datamatics Technologies Ltd (India) II-104
Entel Call Center (Chile) II-104
EXL Service Holdings, Inc. (US) II-105
Genpact (India) II-105
GTL Ltd (India) II-105
IBM Daksh Business Process Services Pvt. Ltd (India) II-105
Inkfish Call Centers Limited (UK) II-105
Merchants Limited (UK) II-106
Plusoft Informatica (Brazil) II-106
Quality Plus Callscan Australia Pty Ltd. (Australia) II-106
Sitel (US) II-106
Stream International, Inc. (US) II-107
Sykes Enterprises, Inc. (US) II-107
Teleperformance (France) II-107
Touchbase (UK) II-107
TRG Customer Solutions (US) II-107
Ventura (UK) II-108
West Corporation (US) II-108
Wipro Technologies (India) II-108
15. Global Market Perspective II-109
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) II-109
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) II-110
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) II-111
III. MARKET
1. The United States III-1
A.Market Analysis III-1
Overview III-1
General Introduction III-1
MNCs Chant the Outsourcing Mantra for Global Expansion III-1
Outsourcing by Sectors III-1
Financial Services III-1
Transportation Sector III-1
Distribution Sector III-2
Telecommunication Sector III-2
Insurance and Utilities III-2
Current and Future Analysis III-2
Key Issues III-3
Cost Reduction Continues to Dictate Outsourcing Decisions III-3
Proximity to Headquarters - Prime Consideration for Site
Selection III-3
Industry Trends III-4
Call Centers - Getting Bigger and More Sophisticated III-4
Numbers Continue to Fall III-4
Table 13:Number of Call Centers in the US Market over the
Years 2003 through 2008 (includes corresponding
Graph/Chart) III-5
Table 14: Number of Call Center Agents in the US over the
Years 2003 through 2008 (In Thousands) (includes
corresponding Graph/Chart) III-5
Table 15: North American Call Centers Industry
(2006-2008): Percentage Breakdown of Agents by In-House
and Outsourced Positions (includes corresponding
Graph/Chart) III-5
Web-Enabled Call Centers Set to Outpace Conventional Ones III-6
Call Centers - A Major Employer III-6
Workforce Turnover - On the Higher Side? III-6
Outsourcing Adversely Affects US Call Center Jobs III-7
Companies Emphasize on Quality of Customer Service III-7
Vertical Market Trends III-7
Financial Services, Banks and Insurance Remain Leading
Investors III-7
Table 16: US Contact Centers Industry (2006): Percentage
Breakdown of Call Centers by Vertical Industry for Retail
and Distribution, Finance, Manufacturing, Services,
Telecom, Public Services, IT, Outsourcing and
Telemarketing and Others (includes corresponding
Graph/Chart) III-8
Call Center Software Market in the US III-8
Table 17: Contact Center Software Market in the US (2007E):
Percentage Breakdown of Revenues by Application for IVR
Market, ACD Market, Quality/Recording, Outbound/Predictive
Dialing, CTI Market and Workforce Management (includes
corresponding Graph/Chart) III-9
Table 18: Leading Players in the US CRM Software Market
(2006): Percentage Share Breakdown of Revenues for SAP,
Siebel, Amdocs, Oracle, Dendrite and Others (includes
corresponding Graph/Chart) III-9
Table 19: Americas CRM Software Market (2005): Leading
Vendors by Vertical Industry for Financial Services,
Manufacturing, Communications & Media, Retail/Wholesale,
Government, Utilities and Healthcare (in Revenue Terms) III-9
US Dominates Call Center Software Usage III-10
US-based Vendors Dominate Global Call Center Software Market III-10
Superior functionality is the New Customer Mantra for
Software III-10
IVR Set to Make Deeper Inroads into the Call Center Market III-10
Workforce Management Software Finds More Takers III-11
Regulatory Issues in the US Industry III-11
US Vs Europe - Safe Harbor and Effect on Call Centers III-11
Safe Harbor - What it Entails III-11
Privacy Protection Policies - The Trans- Atlantic Divide III-12
How 'Safe' is Safe Harbor? III-12
Legal and Regulatory Framework III-13
Insurance Call Centers in California to Employ Licensed
Agents III-13
DNC Registery III-13
Federal Laws prohibits Sale of Consumer Health Data III-14
Key Players III-14
Alliance Data Systems, Inc. III-14
APAC Customer Services, Inc. III-14
Aspect Software Inc. III-14
Avaya Inc III-15
Convergys Corp III-15
Epicor Software Corporation III-15
EXL Service Holdings, Inc. III-16
Sitel III-16
Stream International, Inc. III-16
Sykes Enterprises, Inc. III-16
TRG Customer Solutions III-16
West Corporation III-17
New Product/Service Introductions III-17
Strategic Corporate Developments III-22
B.Market Analytics III-34
Table 20: US Recent Past, Current & Future Analysis for
Call Centers Independently Analyzed with Annual Service
Revenues in US$ million for the Years 2000 through 2010.
(includes corresponding Graph/Chart) III-34
Table 21: US Long Term Projections for Call Centers
Independently Analyzed with Annual Service Revenues in US$
million for the Years 2011 through 2015 (includes
corresponding Graph/Chart) III-34
2. Canada III-35
A.Market Analysis III-35
Current and Future Analysis III-35
Table 22: Number of Call Centers in Canada over the Years
2003 through 2008 (includes corresponding Graph/Chart) III-35
Favorable Exchange Rate Encourages Outsourcing Operations III-35
Table 23: Number of Call Center Agents in Canada over the
Years 2003 through 2008 (In Thousands) (includes
corresponding Graph/Chart) III-36
Table 24: Canadian Call Center Industry (2006-2008):
Percentage Breakdown of Outsourced Agent Positions by
Domestic and Offshore Locations (includes corresponding
Graph/Chart) III-36
Availability of Large English-Speaking and Multilingual
Talent Pools III-36
Issues and Trends III-37
Unsolicited Telemarketing - Canada Fights Back III-37
Call Centers into Less Populous Towns III-37
Strategic Corporate Developments III-37
B.Market Analytics III-38
Table 25: Canadian Recent Past, Current & Future Analysis
for Call Centers Independently Analyzed with Annual Service
Revenues in US$ million for the Years 2000 through 2010
(includes corresponding Graph/Chart) III-38
Table 26: Canadian Long Term Projections for Call Centers
Independently Analyzed with Annual Service Revenues in US$
million for the Years 2011 through 2015 (includes
corresponding Graph/Chart) III-38
3. Japan III-39
A.Market Analysis III-39
Current and Future Analysis III-39
Strategic Corporate Developments III-39
B.Market Analytics III-40
Table 27: Japanese Recent Past, Current & Future Analysis
for Call Centers Independently Analyzed with Annual Service
Revenues in US$ million for the Years 2000 through 2010
(includes corresponding Graph/Chart) III-40
Table 28: Japanese Long Term Projections for Call Centers
Independently Analyzed with Annual Service Revenues in US$
million for the Years 2011 through 2015 (includes
corresponding Graph/Chart) III-40
4. Europe III-41
A.Market Analysis III-41
Current and Future Analysis III-41
Table 29: European Market for Call Centers (2000-2010):
Geographic Regions Ranked by Growth - France, Rest of
Europe, Germany, Spain, Italy, Sweden, Russia, The
Netherlands, UK and Ireland (Based on Service Revenues)
(includes corresponding Graph/Chart) III-41
Issues and Trends III-42
Finance Industry Seeks Call Center Services III-42
An Important Hub III-42
Highly Fragmented Market III-42
EU Call Center Revenues - A Four Nation Show? III-43
Table 30: European Call Center Services (2007 & 2010):
Annual Service Revenues (in US$ Million) for France,
Germany, United Kingdom and The Netherlands (includes
corresponding Graph/Chart) III-43
Locational Parameters - Important Trends III-43
Priority Requirements III-44
High-Profile Locations III-44
Ireland, the Netherlands and the UK III-44
The Downside of the Success Story III-44
Alternate Regional Destinations III-45
Sub-regional Concept Rules Supreme III-45
Market Drivers III-45
Educated and Multilingual Workforce - An Advantage III-45
CRM Technologi1ies Herald Evolution of Multimedia Contact
Centers III-46
Rise in Internet and e-Commerce Spells Growth for Web-
based Call Centers III-46
Market Trends III-46
Growth Moves to Small & Suburban Towns III-46
Call centers Grow Techno-centric III-47
Competition - Having it the Customer's way III-47
Outsourced Call Center Agent Positions on the Rise III-48
Internet-Call Center Integration Takes Wings in Europe III-48
Multimedia Contact Centers Spring up in Unexploited Markets III-48
Technology Trends III-49
Voice over IP - Preferred Medium in Web-based Call Centers III-49
Speech Recognition Technologies - Hold Promising Potential III-49
CTI - The New Buzz Word on the Rounds III-49
Vertical Industry Highlights III-50
Leading Call Center Revenue Earners III-50
Banks and Insurance Step up the Gas on Call Center Usage III-50
Banks III-50
Insurance Companies III-51
Growth in Call Center Seats - A Historic View III-51
Table 31: European Call Center Market: Growth in European
Call Center Seats by Country (2000 Vs 2005) for- CTI
Seats, Web Seats and Virtual Seats (Number of Seats in
'000) III-51
B.Market Analytics III-52
Table 32: European Recent Past, Current and Future Analysis
for Call Centers by Geographic Region - France, Germany,
Italy, UK, Spain, Russia, The Netherlands, Ireland, Sweden
and Rest of Europe Markets Independently Analyzed with
Annual Service Revenues in US$ million for Years 2000
through 2010 (includes corresponding Graph/Chart) III-52
Table 33: European Long Term Projections for Call Centers
by Geographic Region - France, Germany, Italy, UK, Spain,
Russia, The Netherlands, Ireland, Sweden and Rest of Europe
Markets Independently Analyzed with Annual Service Revenues
in US$ million for Years 2011 through 2015 (includes
corresponding Graph/Chart) III-53
Table 34: European 11-Year Perspective for Call Centers by
Geographic Region - Percentage Breakdown of Service
Revenues for France, Germany, Italy, UK, Spain, Russia, The
Netherlands, Ireland, Sweden and Rest of Europe Markets for
Years 2000, 2007 & 2010 (includes corresponding
Graph/Chart) III-54
4a. France III-55
A.Market Analysis III-55
Current and Future Analysis III-55
A Leading West European Call Center Market III-55
Home Banking & Finance Sectors Drive Call Center Growth III-55
Table 35: French Call Centers Industry (2006): Percentage
Breakdown of Industry Operations by Sector for Telecom,
Services, Finance/Banking, Mass Distribution/Mail-Order,
Insurance, IT and Others (includes corresponding
Graph/Chart) III-56
Leading Players III-56
Other Regional Players III-56
ATOS Origin S.A. (France) III-56
Teleperformance III-57
Strategic Corporate Developments III-57
B.Market Analytics III-59
Table 36: French Recent Past, Current & Future Analysis for
Call Centers Independently Analyzed with Annual Service
Revenues in US$ million for the Years 2000 through 2010
(includes corresponding Graph/Chart) III-59
Table 37: French Long Term Projections for Call Centers
Independently Analyzed with Annual Service Revenues in US$
million for the Years 2011 through 2015 (includes
corresponding Graph/Chart) III-59
4b. Germany III-60
A.Market Analysis III-60
Current and Future Analysis III-60
German Call Centers - An Introduction III-60
Table 38: German Call Centers Market (2006E): Percentage
Breakdown of Number of Companies by Sales Revenues
(includes corresponding Graph/Chart) III-60
Issues and Trends III-61
Key Issues III-61
Stringent Labor Laws Restrict Rapid Growth III-61
Liberalization Opens Avenues for Overseas Players III-61
Stringent Regulatory Norms Set Up High Entry Barriers III-61
Market Trends III-62
Increased use of Mobile Phones Restrict Web- Enabled Services III-62
ACD Systems - Promising Potential for Hardware Vendors III-62
Market Drivers III-62
Exceptionally High Standards of Customer Service III-62
Availability of Skilled and Relatively Low cost Labor III-63
Well-developed Infrastructure Facilities III-63
Leading Players III-63
Strategic Corporate Developments III-63
B.Market Analytics III-64
Table 39: German Recent Past, Current & Future Analysis for
Call Centers Independently Analyzed with Annual Service
Revenues in US$ million for the Years 2000 through 2010
(includes corresponding Graph/Chart) III-64
Table 40: German Long Term Projections for Call Centers
Independently Analyzed with Annual Service Revenues in US$
million for the Years 2011 through 2015 (includes
corresponding Graph/Chart) III-64
4c. Italy III-65
A.Market Analysis III-65
Current and Future Analysis III-65
Leading Players III-65
B.Market Analytics III-65
Table 41: Italian Recent Past, Current & Future Analysis
for Call Centers Independently Analyzed with Annual Service
Revenues in US$ million for the Years 2000 through 2010
(includes corresponding graph/Chart) III-65
Table 42: Italian Long Term Projections for Call Centers
Independently Analyzed with Annual Service Revenues in US$
million for the Years 2011 through 2015 (includes
corresponding Graph/Chart) III-66
4d. The United Kingdom III-67
A.Market Analysis III-67
Current and Future Analysis III-67
Largest and the Most Developed III-67
Financial Services Command More Share III-68
Issues and Trends III-68
UK Contact Center Industry - Growth Despite Adversities III-68
UK Companies Reverting to Domestic Call Centers III-68
Market Players III-68
Strategic Corporate Developments III-69
B.Market Analytics III-72
Table 43: UK Recent Past, Current & Future Analysis for
Call Centers Independently Analyzed with Annual Service
Revenues in US$ million for the Years 2000 through 2010
(includes corresponding Graph/Chart) III-72
Table 44: UK Long Term Projections for Call Centers
Independently Analyzed with Annual Service Revenues in US$
million for the Years 2011 through 2015 (includes
corresponding Graph/Chart) III-72
4e. Spain III-73
A.Market Analysis III-73
Current and Future Analysis III-73
Market Drivers III-73
Multilingual Workforce III-73
Government Initiatives III-74
Leading Players III-74
B.Market Analytics III-74
Table 45: Spanish Recent Past, Current & Future Analysis
for Call Centers Independently Analyzed with Annual Service
Revenues in US$ million for the Years 2000 through 2010
(includes corresponding Graph/Chart) III-74
Table 46: Spanish Long Term Projections for Call Centers
Independently Analyzed with Annual Service Revenues in US$
million for the Years 2011 through 2015 (includes
corresponding Graph/Chart) III-75
4f. Russia III-76
A.Market Analysis III-76
Overview - A Long Way to Go III-76
Current and Future Analysis III-76
Outlook-Not So Bleak After All III-76
Issues and Trends III-76
Leading Call Center Investors III-76
Poor Telecom Infrastructure Continues to Impede Rapid
Market Growth III-76
Leading Players III-77
Strategic Corporate Developments III-77
B.Market Analytics III-77
Table 47: Russian Recent Past, Current & Future Analysis
for Call Centers Independently Analyzed with Annual Service
Revenues in US$ million for the Years 2000 through 2010
(includes corresponding Graph/Chart) III-77
Table 48: Russian Long Term Projections for Call Centers
Independently Analyzed with Annual Service Revenues in US$
million for the Years 2011 through 2015 (includes
corresponding Graph/Chart) III-78
4g. The Netherlands III-79
A.Market Analysis III-79
Current and Future Analysis III-79
Netherlands- Mature Call Center Market III-79
The "King of Benelux" Call Center Market III-79
Favorite Call Center Destination for Pan-European Operations III-79
Market Drivers III-80
Multilingual Workforce with a Diverse Cultural Background III-80
Availability of Formally Qualified Computer- Literate Labor III-80
Relatively Low Labor and Operational Costs III-81
Hassle-free Legal & Regulatory Framework III-81
No Bar on B2C and B2B Telemarketing Calls III-81
Widespread Consumer Acceptance to Products/ Services via
Call Centers III-82
Leading Players III-82
B.Market Analytics III-82
Table 49: The Netherlands Recent Past, Current & Future
Analysis for Call Centers Independently Analyzed with
Annual Service Revenues in US$ million for the Years 2000
through 2010 (includes corresponding Graph/Chart) III-82
Table 50: The Netherlands Long Term Projections for Call
Centers Independently Analyzed with Annual Service Revenues
in US$ million for the Years 2011 through 2015 (includes
corresponding Graph/Chart) III-83
4h. Ireland III-84
A.Market Analysis III-84
Current and Future Analysis III-84
A Leading European Call Center Market III-84
Preferred Destination for US Players III-84
Large Educated Workforce Capable of Handling All Major
European Languages III-84
Relatively Low Costs of Employment III-85
Government Initiatives III-85
Issues & Trends III-85
A Maturing Market III-85
Increased Competition from Asian Nations III-85
Leading Players III-86
British Telecom Northern Ireland III-86
HCL BPO Services NI Ltd III-86
Strategic Corporate Developments III-86
B.Market Analytics III-87
Table 51: Irish Recent Past, Current & Future Analysis for
Call Centers Independently Analyzed with Annual Service
Revenues in US$ million for the Years 2000 through 2010
(includes corresponding Graph/Chart) III-87
Table 52: Irish Long Term Projections for Call Centers
Independently Analyzed with Annual Service Revenues in US$
million for the Years 2011 through 2015 (includes
corresponding Graph/Chart) III-87
4i. Sweden III-88
A.Market Analysis III-88
Current and Future Analysis III-88
Ranked Among Evolving European Call Center Markets III-88
Market Drivers III-88
Relatively Low Labor Cost III-88
Availability of Educated and Internet-Savvy Workforce III-89
Leading Players III-89
B.Market Analytics III-89
Table 53: Swedish Recent Past, Current & Future Analysis
for Call Centers Independently Analyzed with Annual Service
Revenues in US$ million for the Years 2000 through 2010
(includes corresponding Graph/Chart) III-89
Table 54: Swedish Long Term Projections for Call Centers
Independently Analyzed with Annual Service Revenues in US$
million for the Years 2011 through 2015 (includes
corresponding Graph/Chart) III-90
4j. Rest of Europe III-91
A.Market Analysis III-91
Current and Future Analysis III-91
Major Regional Markets III-91
Belgium III-91
Regulatory Environment III-91
Denmark III-91
Norway III-92
Central and Eastern Markets III-92
Hungary III-92
Austria III-92
Finland III-93
Poland III-93
Czech Republic III-93
Strategic Corporate Developments III-94
B.Market Analytics III-96
Table 55: Rest of Europe Recent Past, Current & Future
Analysis for Call Centers Independently Analyzed with
Annual Service Revenues in US$ million for the Years 2000
through 2010 (includes corresponding Graph/Chart) III-96
Table 56: Rest of Europe Long Term Projections for Call
Centers Independently Analyzed with Annual Service Revenues
in US$ million for the Years 2011 through 2015 (includes
corresponding Graph/Chart) III-96
5. Asia-Pacific III-97
A.Market Analysis III-97
Current and Future Analysis III-97
The New Worldwide Call Center Hub III-97
Contact Centers in Asia - An Introduction III-97
Table 57: Asian Call Centers Industry (2006): Average
Employee Tenure (in Months) for Singapore, Korea, China,
Philippines and India (includes corresponding Graph/Chart) III-98
Table 58: Asian Contact Centers Industry (2007E):
Percentage Breakdown of Call Centers by Activity for
Customer Service Centers, Outbound Sales, Technical
Support, Inbound Sales and Others (includes corresponding
Graph/Chart) III-98
Call Centers Constitute Sizeable Employment Option III-98
Table 59: Number of Call Centers in Asia-Pacific (Incl.
Japan) over the Years 2003 through 2008 (includes
corresponding Graph/Chart) III-98
Table 60: Number of Call Center Agents in Asia-Pacific
(Incl. Japan) over the Years 2003 through 2008 (in
thousands) (includes corresponding Graph/Chart) III-99
Table 61: Asian Call Centers Market (2007E): Number of
Call Center Seats for India, China, Philippines, Malaysia,
Thailand and Singapore (includes corresponding
Graph/Chart) III-99
Regional Disparity in Growth III-99
China III-99
India III-99
Philippines III-100
Australia III-100
Table 62: Asia-Pacific Market for Call Centers
(2000-2010): Geographic Regions Ranked by Growth -
Philippines, China, India, Singapore, Australia and Rest
of Asia-Pacific (Based on Service Revenues) (includes
corresponding Graph/Chart) III-100
Low Labor and Operational Costs Remain Trump Cards III-100
Does Intense Competition Imply Unparalleled Customer Service? III-100
Changing Scenario in Asian Contact Center Industry III-101
Human Resources - Most Challenging Aspect III-101
Table 63: Asian Call Center Industry (2007): Average
Annual Pay (in US$) of Contact Center Agent in Singapore,
Malaysia, Thailand, Philippines, India and China
(includes corresponding Graph/Chart) III-101
Table 64: Asian Contact Center Industry (2007): Percentage
Breakdown of Expenditure on Labor, Technology,
Telecommunications and Others (includes corresponding
Graph/Chart) III-102
Transforming Technologies III-102
Issues and Trends III-102
Poor Telecom Infrastructure Hinders Rapid Growth III-102
Internet-Call Center Integration Picks Up Momentum III-102
Leading Players III-103
B.Market Analytics III-103
Table 65: Asia-Pacific Recent Past, Current & Future
Analysis for Call Centers by Geographic Region -Australia,
China, India, Philippines, Singapore, and Rest of
Asia-Pacific Markets Independently Analyzed with Annual
Service Revenues in US$ million for the Years 2000 through
2010 (includes corresponding Graph/Chart) III-103
Table 66: Asia-Pacific Long Term Projections for Call
Centers by Geographic Region -Australia, China, India,
Philippines, Singapore, and Rest of Asia-Pacific Markets
Independently Analyzed with Annual Service Revenues in US$
million for the Years 2011 through 2015 (includes
corresponding Graph/Chart) III-104
Table 67: Asia-Pacific 11-Year Perspective for Call Centers
by Geographic Region - Percentage Breakdown of Service
Revenues for Australia, China, India, Philippines,
Singapore, and Rest of Asia-Pacific Markets for Years 2000,
2007, and 2010 (includes corresponding Graph/Chart) III-105
5a. Australia III-106
A.Market Analysis III-106
Overview III-106
Current and Future Analysis III-106
Well-Educated High Caliber Workforce III-106
Ideal location for 24/7 Call Center Services III-107
Outsourced Call Center Industry III-107
Table 68: Market Share of Leading Players in Australian
Outsourced Call Center Industry by Number of Seats (2006)
- SLM/SalesForce, Teletech, Stellar, UCMS, Datacom,
Customcall, and Others (includes corresponding
Graph/Chart) III-108
Outlook III-108
Issues and Trends III-108
High Workforce Turnover III-108
Call Centers Re-establish Focus on Inbound Customer Service III-109
Leading Players III-109
Quality Plus Callscan Australia Pty Ltd. III-109
Strategic Corporate Developments III-109
B.Market Analytics III-110
Table 69: Australian Recent Past, Current & Future Analysis
for Call Centers Independently Analyzed with Annual Service
Revenues in US$ million for the Years 2000 through 2010
(includes corresponding Graph/Chart) III-110
Table 70: Australian Long Term Projections for Call Centers
Independently Analyzed with Annual Service Revenues in US$
million for the Years 2011 through 2015 (includes
corresponding Graph/Chart) III-110
5b. China III-111
A.Market Analysis III-111
Overview III-111
Current and Future Analysis III-111
Deregulation Triggers Rapid Progress III-111
Focus on Low-Cost Call Center Solutions III-112
Strategic Corporate Developments III-112
B.Market Analytics III-114
Table 71: Chinese Recent Past, Current & Future Analysis for
Call Centers Independently Analyzed with Annual Service
Revenues in US$ million for the Years 2000 through 2010
(includes corresponding Graph/Chart) III-114
Table 72: Chinese Long Term Projections for Call Centers
Independently Analyzed with Annual Service Revenues in US$
million for the Years 2011 through 2015 (includes
corresponding Graph/Chart) III-114
5c. India III-115
A.Market Analysis III-115
Overview III-115
Current and Future Analysis III-115
Emergence of Indian BPOs - A Peek into History III-115
Consolidation Paves the way III-116
Major Consolidation Deals in the Indian Call Center
Landscape (2004 & 2005) III-116
Outsourcing Drives Growth in Call Center Market III-116
Table 73: Indian Call Centers Industry (2006-2008):
Percentage Breakdown of Outsourced Agent Positions by
Domestic and Offshore Locations (includes corresponding
Graph/Chart) III-117
Table 74: Indian Call Centers Market (2007 E): Percentage
Share Breakdown of Agent Positions by Vertical Markets -
Outsourcing, Financial Services, Communications,
Technology, Manufacturing, Logistics and Retail (includes
corresponding Graph/Chart) III-117
Trends and Issues III-117
The National Do-Not-Call Registry III-117
Government Relaxes Legislation III-118
Phone Calls Projected to Decline III-118
Table 75: Indian Call Centers Industry (2006E): Percentage
Breakdown of Enquiries by Communication Mode for
Telephone, Email and SMS (includes corresponding
Graph/Chart) III-118
Market Drivers III-119
Large Educated English-Speaking Work Pool III-119
Availability of Technical-savvy Labor III-119
Relatively Low Labor and Operational Costs III-119
Table 76: Call Center Services in India: Annual Cost
Savings (2003) - India Vs US (includes corresponding
Graph/Chart) III-120
Specialization - Leading to Differentiation III-120
Change - The Only Constant that Drives Growth III-120
A Leading Market for IT-Enabled Services Outsourcing III-120
Advantageous Time Zone for 24/7 Operations III-121
Call Center Jobs Held in High Esteem III-121
Government Initiatives III-121
Key Issues III-122
Unreliable Telecom Infrastructure III-122
Bandwidth - Dampen Customer Connectivity III-123
Agent Training to Neutralize Indiscernible Accents III-123
Lack of Seasoned Management with Adequate Call Center
Experience III-123
Other Issues III-123
Small Call Centers - Where the Action Is! III-123
UK's Blatant Opposition to Indian Outsourcing III-123
Competitive Scenario III-124
The Mood is Infectious Indian Majors Join the Bandwagon III-124
24/7Customer III-125
IBM Daksh Business Process Services Pvt. Ltd III-125
Datamatics Technologies Ltd. III-125
GTL Ltd. III-125
Genpact III-126
Wipro Technologies III-126
Top 15 3rd-party ITeS-BPO Companies in India (2004-2007):
Ranked by Revenues III-126
Strategic Corporate Developments III-127
B.Market Analytics III-130
Table 77: Indian Recent Past, Current & Future Analysis for
Call Centers Independently Analyzed with Annual Service
Revenues in US$ million for the Years 2000 through 2010
(includes corresponding Graph/Chart) III-130
Table 78: Indian Long Term Projections for Call Centers
Independently Analyzed with Annual Service Revenues in US$
million for the Years 2011 through 2015 (includes
corresponding Graph/Chart) III-131
5d. Philippines III-132
A.Market Analysis III-132
Current and Future Analysis III-132
BPO - A New Avenue for Filipinos III-132
Favorable Factors for Philippines Contact Centers Market III-133
A Fast Moving Call Center Market III-133
Table 79: The Philippines Call Center Industry (2006-2008):
Percentage Breakdown of Outsourced Agent Positions by
Domestic and Offshore Locations (includes corresponding
Graph/Chart) III-134
Table 80: Philippines Call Center Market (2001-2007):
Breakup by Number of Seats (includes corresponding
Graph/Chart) III-134
Low Labor Costs Attract Overseas Players III-134
Call Centers Support Other Sectors III-135
Companies Scour Non-Urban Locations for Call Centers III-135
Table 81: Call Centers in the Philippines (2006):
Percentage Breakdown of Number of Call Centers by Region
for Metro Manila, Cebu, Iloilom Clark Ecozone and Others
(includes corresponding Graph/Chart) III-135
Issues and Trends III-135
Human Resource - A Barrier for Philippines Outsourcing
Industry III-135
Leading Players III-136
Strategic Corporate Developments III-136
B.Market Analytics III-137
Table 82: Philippines Recent Past, Current & Future Analysis
for Call Centers Independently Analyzed with Annual Service
Revenues in US$ million for the Years 2000 through 2010
(includes corresponding Graph/Chart) III-137
Table 83: Philippines Long Term Projections for Call Centers
Independently Analyzed with Annual Service Revenues in US$
million for the Years 2011 through 2015 (includes
corresponding Graph/Chart) III-138
5e. Singapore III-139
A.Market Analysis III-139
Current and Future Analysis III-139
B.Market Analytics III-139
Table 84: Singapore Recent Past, Current & Future Analysis
for Call Centers Independently Analyzed with Annual Service
Revenues in US$ million for the Years 2000 through 2010
(includes corresponding Graph/Chart) III-139
Table 85: Singapore Long Term Projections for Call Centers
Independently Analyzed with Annual Service Revenues in US$
million for the Years 2011 through 2015 (includes
corresponding Graph/Chart) III-140
5f. Rest of Asia-Pacific III-141
A.Market Analysis III-141
Overview and Analysis III-141
Current and Future Analysis III-141
Key Markets III-141
Malaysia III-141
Pakistan - A Potential Market III-141
Strategic Corporate Developments III-142
B.Market Analytics III-143
Table 86: Rest of Asia-Pacific Recent Past, Current &
Future Analysis for Call Centers Independently Analyzed
with Annual Service Revenues in US$ million for the Years
2000 through 2010 (includes corresponding Graph/Chart) III-143
Table 87: Rest of Asia-Pacific Long Term Projections for
Call Centers Independently Analyzed with Annual Service
Revenues in US$ million for the Years 2011 through 2015
(includes corresponding Graph/Chart) III-144
6. Latin America III-145
A.Market Analysis III-145
Current and Future Analysis III-145
Table 88: Latin American Market for Call Centers
(2000-2010): Geographic Regions Ranked by Growth - Brazil,
Mexico and Rest of Latin America (Based on Service
Revenues) (includes corresponding Graph/Chart) III-145
A Growing Call Center Market III-145
Table 89: Number of Call Center Agents in Latin America
over the Years 2003 through 2008 (In Thousands) (includes
corresponding Graph/Chart) III-146
Table 90: Latin American Call Centers Industry (2006 &
2007): Percentage Breakdown of Agent Positions by Country
for Brazil, Mexico, Argentina and Others (includes
corresponding Graph/Chart) III-146
Intense Competition to Win Customers Driving Call Center
Growth III-147
Emerging Regions III-147
Table 91: Latin American Call Centers Industry (2006 &
2007): Percentage Breakdown of Call Center Numbers by
Country for Brazil, Mexico, Argentina and Others (includes
corresponding Graph/Chart) III-148
Select Player Review III-148
B.Market Analytics III-149
Table 92: Latin American Recent Past, Current & Future
Analysis for Call Centers by Geographic Regions- Brazil,
Mexico and Rest of Latin American Markets Independently
Analyzed with Annual Service Revenues in US$ million for
the Years 2000 through 2010 (includes corresponding
Graph/Chart) III-149
Table 93: Latin American Long Term Projections for Call
Centers by Geographic Regions- Brazil, Mexico and Rest of
Latin American Markets Independently Analyzed with Annual
Service Revenues in US$ million for the Years 2011 through
2015 (includes corresponding Graph/Chart) III-150
Table 94: Latin American 11-Year Perspective for Call
Centers by Geographic Region - Percentage Breakdown of
Service Revenues for Brazil, Mexico and Rest of Latin
American Markets for Years 2000, 2007 & 2010 (includes
corresponding Graph/Chart) III-150
6a. Brazil III-151
A.Market Analysis III-151
Current and Future Analysis III-151
Leading Call Center Market in Latin America III-151
Changing Structure of Contact Center Industry III-151
Competition III-151
Table 95: Brazilian Outsourced Call Center Industry
(2005): Percentage Breakdown of Leading Call Centers by
Revenue for Telefonica/Atento, Telemar/Contax, CSU, ACS,
Telefutura, Softway and Others (includes corresponding
Graph/Chart) III-152
Table 96: Brazilian Outsourced Call Center Industry
(2005): Percentage Breakdown of Client Sector by Revenues
for Financial, Service, Industrial, Technology, Telecom,
Government and Others (includes corresponding
Graph/Chart) III-152
New Product/Service Introductions III-153
B.Market Analytics III-153
Table 97: Brazilian Recent Past, Current & Future Analysis
for Call Centers Independently Analyzed with Annual Service
Revenues in US$ million for the Years 2000 through 2010
(includes corresponding Graph/Chart) III-153
Table 98: Brazilian Long Term Projections for Call Centers
Independently Analyzed with Annual Service Revenues in US$
million for the Years 2011 through 2015 (includes
corresponding Graph/Chart) III-154
6b. Mexico III-155
A.Market Analysis III-155
Current and Future Analysis III-155
An Emerging Call Center Hub III-155
Call Center Infrastructure III-155
Regional Distribution of Call Centers III-156
Table 99: Regional Distribution of Call Centers in Mexico
(2006): Percentage Breakdown by Mexico City, Monterrey,
Guadalajara, Tijuana and Others (includes corresponding
Graph/Chart) III-156
Table 100: Mexican Call Center Industry (2006-2008):
Percentage Breakdown of Outsourced Agent Positions by
Domestic and Offshore Locations (includes corresponding
Graph/Chart) III-156
Labor Issues III-156
Major Players III-157
Table 101: Mexican Market for Call Center Outsourcing
Services (2004E): Percentage Share Breakdown by Major
Suppliers- Televista (Grupo Carso, Mexico), Teletech
(Teletech Holding Inc., USA), Atento (Teleservicios,
Spain), Sitel (Sitel Corp. USA) Teleperformance (SR.
Teleperformance Group, France), and Others (includes
corresponding Graph/Chart) III-157
Strategic Corporate Developments III-158
B.Market Analytics III-158
Table 102: Mexican Recent Past, Current & Future Analysis
for Call Centers Independently Analyzed with Annual Service
Revenues in US$ million for the Years 2000 through 2010
(includes corresponding Graph/Chart) III-158
Table 103: Mexican Long Term Projections for Call Centers
Independently Analyzed with Annual Service Revenues in US$
million for the Years 2011 through 2015 (includes
corresponding Graph/Chart) III-159
6c. Rest of Latin America III-160
A.Market Analysis III-160
Overview and Outlook III-160
Current and Future Analysis III-160
Argentinean Contact Centers Industry - Highlights III-160
Call Centers Market in Chile III-160
Strategic Corporate Developments III-160
B.Market Analytics III-161
Table 104: Rest of Latin America Recent Past, Current &
Future Analysis for Call Centers Independently Analyzed with
Annual Service Revenues in US$ million for the Years 2000
through 2010 (includes corresponding Graph/Chart) III-161
Table 105: Rest of Latin American Long Term Projections for
Call Centers Independently Analyzed with Annual Service
Revenues in US$ million for the Years 2011 through 2015
(includes corresponding Graph/Chart) III-162
7. Rest of World III-163
A.Market Analysis III-163
Current and Future Analysis III-163
Caribbean - Emerging as a Major Call Center Destination III-163
Multilingual Skills and Low Employment Costs Attract
Global Players III-163
Jamaica - Preferred Call Center Outsourcing Destination III-163
South Africa III-164
Table 106: Number of Call Centers in South Africa
(2006-2008) (includes corresponding Graph/Chart) III-165
Table 107: South African Call Centers Industry (2006):
Percentage Breakdown of Call Center Sites by Vertical
Sector for Financial Services, Telecom, IT, Retail,
Healthcare, Hospitality & Leisure, Utilities, Outsourcing
and Others (includes corresponding Graph/Chart) III-165
Western Cape Emerging as the Preferred Hub III-165
Table 108: South African Call Centers Industry (2006):
Percentage Breakdown of Call Center Sites by Province for
Greater Johannesburg, Cape Town, Greater Durban, Pretoria
and Others (includes corresponding Graph/Chart) III-166
Strategic Corporate Developments III-166
B.Market Analytics III-167
Table 109: Rest of World Recent Past, Current & Future
Analysis for Call Centers Independently Analyzed with
Annual Service Revenues in US$ million for the Years 2000
through 20104 (includes corresponding Graph/Chart) III-167
Table 110: Rest of World Long Term Projections for Call
Centers Independently Analyzed with Annual Service Revenues
in US$ million for the Years 2011 through 2015 (includes
corresponding Graph/Chart) III-168
IV. COMPETITIVE LANDSCAPE
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