LONDON, Sept. 22, 2016 /PRNewswire/ -- This report
analyzes the worldwide markets for Call Centers in US$ Million by
the following Types: In-House, and Outsourced. The report provides
separate comprehensive analytics for the US, Canada, Japan, Europe, Asia-Pacific, Latin
America, and Rest of World. Annual estimates and forecasts
are provided for the period 2015 through 2022. Also, a six-year
historic analysis is provided for these markets. Market data and
analytics are derived from primary and secondary research. Company
profiles are primarily based on public domain information including
company URLs. The report profiles 138 companies including many key
and niche players such as -
[24]7 Inc.
Alliance Data Systems, Inc.
ATOS S.A
BT Communications (Ireland)
Limited
Capita Customer Management Limited
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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-3 Product
Definitions and Scope of Study I-3 In-House Call
Centers..............I-3 Outsourced Call
Centers..............I-3
II. EXECUTIVE SUMMARY
1. INDUSTRY OVERVIEW.............. II-1 Call Centers: A Quick
Primer..............II-1 Telecom Revolution Sets the Initial
Platform for Call Centers to Evolve & Prosper..............II-2
Spurt in Mobile Telephony: The Key Driver of Industry
Transformation Seen Over the Last Two Decades II-2 Table 1: Global
Mobile Phone Market (2014): Breakdown of Number of Mobile (SIM)
Connections (in Millions) by Select Countries (includes
corresponding Graph/Chart) II-3
Table 2: Global Mobile Phone Penetration (2014 & 2015E):
Teledensity for Countries with Highest Number of Mobile
Subscriptions per 100 Inhabitants (includes corresponding
Graph/Chart).............. II-3
Table 3: Global Smartphone Connections (in Billions) and Adoption
Rate (as a Percentage of Total Mobile Connections) for Years 2013
through 2020 (includes corresponding Graph/Chart)..............
II-4
Table 4: Smartphone Penetration Worldwide (as a Percentage of Total
Population) for Major Countries: 2014 (includes corresponding
Graph/Chart)..............II-5
Table 5: Smartphone Penetration Rate (%) for Select Countries
Worldwide as a Percentage of Mobile Phone Users: 2014 (includes
corresponding Graph/Chart) II-6
Table 6: Global Market for Smartphones (2013, 2015 & 2018):
Breakdown of Sales in Million Units by Geographic Region/Country
(includes corresponding Graph/Chart) II-7 Strong Global Economic
Growth Spurs Call Center Activity in Early to
Mid-2000s.............. II-7 Global Call Center Industry Hits a
Trough During 2007-2009 Economic Recession Before Temporarily
Recovering in 2010 II-8 After a Volatile Period of Growth Between
2012 & Early 2014, Call Center Market Set for a Stable Growth
in Short to Medium Term Period.............. II-8
Outlook.............. II-10 Developed Markets Continue to Maintain
their Dominance II-10 Developing Markets to Turbo Charge Future
Growth II-11 Competition: Having it the Customer's way II-11
2. NOTEWORTHY MARKET TRENDS, GROWTH DRIVERS & ISSUES II-12
Outsourced Call Center Services Gain Traction - Emerge as Fastest
Growing Call Center Provisioning Strategy II-12 Despite Outsourcing
Wave, In-House Call Centers Continue to Remain
Dominant.............. II-14 Offshore Call Centers: The Key Growth
Vertical for Developing World.............. II-15 A Brief Sketch of
Major Offshore Destinations for Call Centers II-15 Philippines.............. II-16 India.............. II-16 China.............. II-16 Malaysia.............. II-17 Czech Republic.............. II-17
Singapore.............. II-17
Brazil.............. II-17
Poland.............. II-17
Egypt.............. II-18
Mexico.............. II-18 Onshore
Call Centers - Still in the Reckoning II-18 Industry Seeing a New
Wave of Re-Shoring & Nearshoring Strategies II-19 Right Shoring
& Blending Gains Traction in Call Center Operations II-20
Network Strategy: A Critical Component in Selection of a New
Destination.............. II-20 Mass Market Call Centers Outnumber
B2B Call Centers II-20 Table 7: Global Call Centers Market (2015):
Percentage Share Breakdown of Number of Call Centers by Type
(includes corresponding Graph/Chart)..............II-21
Table 8: Global Call Centers Market (2015): Average Number of Call
Center Employees by Call Center Type II-21 Multiple Outsourced Call
Centers: Order of the Day II-21 Customer Service & Technical
Support - Primary Focus Areas for In-Bound Call
Centers..............II-22 Out-Bound Call Centers Make their Mark
But Challenged by Many Issues.............. II-22 Blended Call
Centers Grow in Prominence II-22 From Cost Centers to Profit
Centers - Call Centers Go Beyond Service & Support Functions to
Adopt Sales & Marketing Capabilities.............. II-23
Continued Volatility in Economic Environment Calls for
Modifications in Call Center Business Models II-23 Call Centers
Target Low Wage Cities II-24 Table 9: Global Call Center Market
(2015): Percentage Share Breakdown of Costs by Spending Area
(includes corresponding Graph/Chart).............. II-24 Home
Agents Model Emerges as a New Profitable Approach II-24 Hosted or
Virtual Call Centers on the Rise II-25 Virtual Call Centers Promise
New Opportunities II-25 Move Towards 'Cloud': The Mega Trend II-26
SMB Sector Steers the Momentum II-27 Integrated Services: Offering
a Level Playing Field to Small- and Mid-Sized
Players..............II-27 Growing Focus on Enhancing Operational
Efficiency & Quality of Service Delivery.............. II-28
Call Centers See the Rise of 'Multi-Channel' Strategy II-28 Table
10: Global Call Centers Market - Percentage Share Breakdown of
Number of Outsourced Call Center Contracts by Number of
Communication Channels Deployed (includes corresponding
Graph/Chart)..............II-28 Integration of Social Media &
the Call Center: The New Fad II-28 Opportunity
Indicators..............II-30 Table 11: Number of Internet Users
Worldwide & Penetration Rates for Years 2015 & 2019P
(includes corresponding Graph/Chart).............. II-30
Table 12: Number of Social Network Users Worldwide &
Penetration Rates for Years 2015 & 2019P (includes
corresponding Graph/Chart)..............II-30 Multi-Language
Contact Centers - A Major Trend II-30 Improving 'Customer
Experience' Turns into Core Area for Call Centers..............
II-31 Customer Experience Management: Leveraging Call Center Data
with Decision Making..............II-31 CEM as a Value
Proposition..............II-32 Call Centers Look to Hire Skilled
Employees to Improve Prospects II-32 Growing Focus on
Hiring/Deploying Multi-Skilled Employees II-33 KPIs and Metrics
Take Center Stage II-33 Operational Efficiency Measures for a Call
Center - Ranked in Order of Influence..............II-33 Employee
Satisfaction Measures for a Call Center - Ranked in Order of
Influence..............II-34 Call Recording and Monitoring: A
Proven Channel for Quality Improvement.............. II-34 Size of
Call Center Remains the Key Criterion for Call Recording
Technologies..............II-34 Average Call Length Continues to be
a Key Quantification Metric II-34 Table 13: Call Lengths by Call
Center Size (includes corresponding Graph/Chart)..............II-35
Call Abandonment Rates Bring In More Operational Transparency II-35
Table 14: Call Abandonment Rates by Call Center Size (includes
corresponding Graph/Chart) II-36 Table 15: Call Abandonment Rates
by Vertical Business Sector (includes corresponding Graph/Chart)
II-36 Measurement of Agent Activity: A Critical Need II-37 Table
16: Breakdown of Time Spent by Call Center Employee by Activity
(includes corresponding Graph/Chart) II-37 Call Answering Speed:
Key to Measuring Efficiency II-37 First-Call Resolution: Key to
Call Center's Success II-37 Companies Focus Hard Agent Training
& Feedback II-38 Tapping Technology for Enhancing Operational
Efficiency & Improving Service Quality..............II-38
Internet Technologies Revolutionize Call Centers II-39 Internet /
Web-enabling Technologies for Call Centers II-39 Web Sites and Call
Centers: United They Thrive II-40 Emergence of Web 2.0 Extends New
Opportunities for Call Centers II-40 Help Desk and Call Center
Companies Shift Solutions to Browser-based
Architecture..............II-40 WebRTC - Key Enabling Technology
for Browser Based Call Center II-41 Call Centers Embrace IP for
Better Efficiency II-41 VoIP and Open-Source, Standards-Based
Software Make Huge Strides in the Call Center Landscape II-42 VoIP:
Fast Replacing Circuit-Switched Architectures II-42 CRM: A Shot in
the Arm for Call Centers II-43 CRM Technologies Herald Evolution of
Multimedia Call Centers II-43 CRM Comes to Aid in Multilingual
Interactions II-43 From CRM to eRM: Multichannel Centers on the
Rise II-44 Call Center Applications Diversify to Include Mobile
Apps II-44 Video Emerges as a New Channel for Call Centers II-44
Voice/Speech Based Technologies Empower Call Center Training &
Operations.............. II-44 Voice-Driven CRM Enlarge Scope for
Customer Interactions II-45 Voice XML too Enhances Quality of
Customer Interaction II-45 Workforce Management Solutions to the
Fore II-46 Evolving Database Technologies and Management Strategies
Guide Call Centers to Reach New Avenues II-46 Unified
Communication: The New Avenue for Global Call Centers II-46
Customer Support & Sales Force Automation Dominate Software
Applications.............. II-47 Multi-Site Call Routing Solutions:
Popular with Large Global Firms.............. II-47 Automatic Call
Distributing (ACD) Products- From Standalone to Open and Networked
Systems..............II-47 Add-on/ACD Enhancement Products II-48
ACD Message Boards..............II-48 Digital Announcers/Automated
Attendants/ Fax-on-Demand II-49 Digital
Announcers..............II-49 Automated
Attendants..............II-49 Fax-on-Demand.............. II-49
Dialing Platforms - The Advent of Call Blending II-49 Contact
Management.............. II-49 Turnkey Solutions - Moving Onto
PC/IP Platforms II-49 CTI Technologies on the Anvil II-50 CTI APIs
and Middleware..............II-50 Placing of Outbound
Calls..............II-50 Call Progress Detection..............II-50
Call-Through Technologies to Replace Call-Back and Text-Chat II-50
Key Issues.............. II-51 Growing Digital Engagement Dragging
Down Voice Based Customer Interactions.............. II-51
Simplifying Complexities in Call Center Processes: A Key Area of
Focus.............. II-51 Call Centers & the Regulatory
Environment II-51 Despite Growing Prominence of Self-Service
Digital Customer Service Solutions Call Centers Will Continue to Call Shots II-52
3. A PEEK INTO VERTICAL END-USE INDUSTRIES II-53
Introduction.............. II-53 End-Use Sectors for Call Centers:
An Overview II-53 Table 17: Global Call Centers Market (2015):
Percentage Breakdown of Call Center Spending by Vertical Industry -
Retail and Distribution, Finance, Manufacturing, Services, Telecom,
Public Services, IT, and Others (includes corresponding
Graph/Chart)..............II-54 Banking & Finance..............
II-54 Banks Increasingly Perceive Call Center as a Sales &
Service Point.............. II-54 Technology-Driven Banks Offering
Service Enhancements at Contact Centers.............. II-55
Intelligent Call Routing..............II-55 Campaign Management
Software II-55 Integration of Call Centers and Bank Branches II-55
Customer Differentiation..............II-56 Improved Methodologies
for Effective Cross Selling II-56 Distribution &
Retail..............II-56 Insurance.............. II-57 Insurance
Companies Lead in Call Center Technology Absorption II-57 Insurers
Make Call Center a Mainstay to Improve Customer
Services.............. II-57 Healthcare.............. II-57
Hospitality.............. II-58 Manufacturing.............. II-58
Public Sector.............. II-59
Telecommunications..............II-59
4. CONCEPTUAL OVERVIEW..............II-60 Functional
Definition..............II-60 Call Center
Activities..............II-60 Inbound Call Reception and Routing
II-60 Automated Inbound Call Routing II-61 Outbound Telemarketing
Call..............II-61 Call Handling Time.............. II-61
Complaints Handling..............II-61 Customer Information
Services / Help Desks II-62 Debt Chasing.............. II-62 Field
Service Support..............II-63 Classification on the Basis of
Ownership II-63 In-House Call Centers..............II-63 Outsourced
Call Centers/Sub-Contractors II-63 Sub-Contractors Vs. In-House
Call Centers II-64 Sub-Contractors Vs. In-House Call Centers: A
Comparative Study II-64 Classification on the Basis of Markets
Served II-64 Business-to-Business (B2B) Call Centers II-64 Mass
Market Call Centers..............II-64 Universal
Centers..............II-65 Business-to-Business (B2B) Vs. Mass
Market Call Centers II-65 B2B Call Centers Vs. Mass Market Call
Centers: A Comparative Study.............. II-65 Classification on
the basis of Operations II-66 Inbound Call
Centers..............II-66 Outbound Centers.............. II-66
Nature of Services Offered..............II-66
Consulting.............. II-66 Outsourcing.............. II-66
Training.............. II-66 Call Center Technologies-By Area of
Application II-67 Voice.............. II-67 Telephone Switches
(ACDs) and Voice Networks II-67 Telephone Switches/Automated Call
Distributors (ACDs) II-67 Voice Networks.............. II-67 Voice
Response Systems (IVR/VRU) II-67 Voice Response Unit
(VRU)..............II-67 Speech Recognition Technologies II-68
Voice Over Internet Protocol (VoIP) II-68 Data.............. II-69
Workstations and Databases..............II-69
Workstations.............. II-69 Database.............. II-69
Customer Relationship Management II-69 CRM Tools..............
II-69 Enterprise CRM..............II-69 Mid-Market
CRM..............II-69 Customer Data Integration..............II-70
Enterprise Analytics, Business Intelligence and Data
Warehousing.............. II-70 Computer Telephony Integration
(CTI) II-70 Web.............. II-70 Website and
E-mail..............II-70 Website.............. II-70
E-Mail.............. II-70 Web Integration (Text chat and Web
Calls) II-71 Web Chat.............. II-71 Web
Call-back.............. II-71 Fully Integrated Unified Messaging
System II-71 Multimedia Technologies..............II-71
Systems.............. II-71 ACD Systems.............. II-71
Automatic Call Distributor (ACD) II-72 Outbound
System.............. II-72 Interactive Voice Response (IVR) Systems
II-72 Voice Messaging Systems..............II-73 Simple Voice
Message Broadcasting II-73 Custom Voice Message Broadcasting II-73
Voice Message Broadcasting and Touchphone Response II-73
Software.............. II-73 Workforce Management
Software..............II-73 Workforce Automation Software II-74
Sales Force Automation Software II-74 For Sales
Executives..............II-74 For Sales Manager..............II-75
Customer Interaction Software..............II-75 CTI Enabling
Software..............II-75 Call Monitoring
Software..............II-76
5. STRATEGIC INSIGHT.............. II-77 Site Location
Strategies..............II-77 Introduction to Site Location II-77
The Basics.............. II-77 Major Parameters in Site Location
II-77 Labor, Labor and Labor..............II-77
Education.............. II-78 Infrastructure.............. II-78
Cost.............. II-78 Labor Costs.............. II-78
Infrastructure and Technology Costs II-78 Occupancy/Real estate
Costs..............II-79 Taxes.............. II-79 Start-up
Costs.............. II-79 Other Factors in Site Selection II-79
'Cross-Media Centers' - A Preview of Next Generation 'Contact'
Strategies.............. II-79 Cross-Media Call Center Architecture
II-80 Queuing Architecture..............II-80 Queue
Engine.............. II-80 Contingency Strategies - Ensuring
Business Continuity in a Disaster.............. II-80 Down Time
Hurts in a Time-Sensitive Environment II-80 Business Continuity
Plan - The Basics II-80 Other Considerations While Drafting a
Business Continuity Plan II-81 Evolution of the New Age Contact
Centers II-82 CRM and Contact Centers: Two Worlds Apart II-82 The
Contact Center Disharmony..............II-83 Contact Centers in
Defense..............II-83 Complex Structural
Setup..............II-83 Hierarchical Reporting Structure II-83
Time to Realign Priorities..............II-84 New Age Contact
Centers: Critical Areas of Focus II-84 In Conclusion..............
II-84 The Modern Day Call Center..............II-85 Technologies in
Use in a New Age Setup II-85 Skill-based Routing..............II-85
Routing Strategies..............II-85 Types of Contacts in a
Contact Center II-86
6. CALL CENTER CONSOLIDATION - WHETHER, WHY AND HOW II-87 Widely
Dispersed Call Centers: A Key Rationale II-87 Motivators for Call
Center Consolidation II-88 Costs of Scale.............. II-88
7. PERTINENT REGULATORY ISSUES..............II-89 Call Centers - A
Highly Regulated Industry II-89 Legal and Regulatory Framework
II-89 Predictive Dialing.............. II-89 The Preface to the
Showdown..............II-90 Privacy Legislations..............II-90
Federal Laws prohibits Sale of Consumer Health Data II-90 Cell
Phone Legislations Zap Outbound Calls? II-90
8. RECENT INDUSTRY ACTIVITY..............II-91 TCN Inc. Introduces
New Trade-Up Program for Call Centers II-91 WorkFlex Launches
On-Demand Contact Center Technology for Optimizing Omni-Channel
Workforce Scheduling II-91 IBEX Global Starts New Facility in
Nicaragua II-91 3CLogic's Call
Center Software Deployed at a Global BPO II-91 Fusion to Acquire
TFB..............II-91 Ameyo Introduces a New Integrated Video Call
Center Technology II-91 BASF Introduces Call Center Service in
Indonesia II-91 Acquire BPO
Establishes a New Delivery Center in the Dominican Republic.............. II-92 REDi
Launches Call Center Service for Financial Institutions II-92 Ameyo
Introduces New Cloud Contact Center Software II-92 Sprint to Wind
Up Call Center in Rio Rancho II-92 Wilmac Enters into a Reseller
Agreement for VPI's Contact Center BI, Recording & Workforce
Optimization Solutions II-92 ShoreTel to Take Over
Corvisa..............II-92 Avaya Strengthens Partnership with
Platronics for Optimizing Call Center Tools..............II-92
Sitel Opens its Third Customer Experience Center in Portugal II-93 EXL Introduces English-Language
Customer Support Facility in South
Africa.............. II-93 Loway Switzerland Partners with
Yeastar II-93 Rivet Radio Partners with MetTel II-93 BT Ireland
Enters into Contact Center Deal with RSA Insurance and
123.ie.............. II-93 Inergex Takes Over TREC Global II-93
Groupe Acticall Acquires Sitel Worldwide II-93 British Telecom to
Wind Up India Call Centers II-93 Vocalcom Introduces Click2Start
Cloud Call Center Solution for SMBs.............. II-94 Uninor
Establishes Rural Contact Center in Solan, India II-94 Turkish
Airlines Starts Arabic Call Center for Middle East
Customers.............. II-94 Call Center Philippines Launches Live
Chat & Email Support Services.............. II-94 Ameyo Enters into a Strategic Partnership with
Tawasol II-94 Sitel Establishes New Customer Experience Center in
Bulgaria II-94 ACE Establishes New
Call Center in Indonesia II-94
Capita Takes Over Voice Marketing Ltd II-95 Capita to Acquire
avocis..............II-95 Dialog Direct Takes Over Allegra
Healthcare Call Center II-95 Xerox Bags Call-Center Contract from
NMHIX II-95 Convergys Acquires Stream Global Services II-95 iQor
Opens New Contact Center in Panama City II-95 Sky Pacific of Fiji Television Unveils Brand New
Call Center II-95
9. FOCUS ON SELECT GLOBAL PLAYERS..............II-96 [24]7 Inc.
(US).............. II-96 Alliance Data Systems, Inc. (US) II-96
ATOS S.A. (France)..............II-96 BT Communications
(Ireland) Limited (Ireland) II-97 Capita Customer Management
Limited (UK) II-97 Convergys Corp. (US)..............II-97 Entel
Call Center (Chile)..............II-98 EXL Service
Holdings, Inc. (US)..............II-98 Genpact (US)..............
II-98 HCL BPO Services NI Ltd (Ireland) II-99 IBEX Global (US)..............
II-99 IBM Global Process Services Pvt. Ltd (India) II-99 Plusoft Informatica Ltda
(Brazil) II-99 Sitel
(US).............. II-99 Sykes Enterprises, Inc.
(US)..............II-100 Tata Consultancy Services Limited
(India) II-100 Teleperformance SA
(France)..............II-101 West
Corporation (US)..............II-101 Wipro Ltd (India).............. II-101
10. GLOBAL MARKET PERSPECTIVE..............II-102 Table 18: World
Recent Past, Current & Future Analysis for Call Centers by
Geographic Region - US, Canada,
Japan, Europe, Asia-Pacific (excluding Japan), Latin
America and Rest of World Markets Independently Analyzed in
US$ Million for Years 2015 through 2022 (includes corresponding
Graph/Chart) II-102
Table 19: World Historic Review for Call Centers by Geographic
Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin
America and Rest of World Markets Independently Analyzed in
US$ Million for Years 2009 through 2014 (includes corresponding
Graph/Chart)..............II-103
Table 20: World 14-Year Perspective for Call Centers by Geographic
Region - Percentage Market Share Breakdown for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin
America and Rest of World Markets for Years 2009, 2016 and
2022 (includes corresponding Graph/Chart) II-104
Table 21: World Recent Past, Current & Future Analysis for Call
Centers by Type - In-House Call Center and Outsourced Call Center
Markets Independently Analyzed in US$ Million for Years 2015
through 2022 (includes corresponding Graph/Chart) II-105
Table 22: World Historic Review for Call Centers by Type - In-House
Call Center and Outsourced Call Center Markets Independently
Analyzed in US$ Million for Years 2009 through 2014 (includes
corresponding Graph/Chart) II-106
Table 23: World 14-Year Perspective for Call Centers by Type -
Percentage Market Share Breakdown for In-House Call Center and
Outsourced Call Center Markets for Years 2009, 2016 and 2022
(includes corresponding Graph/Chart) II-107
III. MARKET
1. THE UNITED STATES..............
III-1 A.Market Analysis.............. III-1 Current & Future
Analysis..............III-1 Market Overview.............. III-1
Table 24: US Call Centers Market (2015) - Top 10 Sates Ranked by
Call Center Employment (includes corresponding
Graph/Chart).............. III-2
Table 25: US Call Centers Market (2015): Percentage Breakdown of
Agents Employed in In-House and Outsourced Call Centers (includes
corresponding Graph/Chart) III-2
Table 26: Call Centers Market in the
United States (2015): Breakdown of Market Share by Select
Players (includes corresponding Graph/Chart)..............III-3
Vertical Market Trends Drive Market Growth III-3 Table 27: US Call
Centers Market (2015): Percentage Breakdown of Call Center Spending
by Vertical Industry (includes corresponding Graph/Chart) III-3
US-based MNCs Chant the Outsourcing Mantra for Global Expansion
III-3 Outsourcing by Sector..............III-4 Financial
Services..............III-4 Transportation
Sector..............III-4 Distribution Sector..............III-4
Telecommunication Sector..............III-4 Insurance and
Utilities..............III-4 Cost Reduction Continues to Dictate
Outsourcing Decisions III-4 Proximity to Headquarters: Prime
Consideration for Site Selection.............. III-5 Outsourcing
Adversely Affects US Call Center Jobs III-5 Table 28: US Outsourced
Call Centers Market (2015): Percentage Breakdown of Expenditure by
Type of Services Offered (includes corresponding Graph/Chart) III-6
Asian Companies Keen to Set Up Onshore Service Centers in US III-6
Call Centers: A Major Employer III-6 Workforce Turnover - On the
Higher Side? III-6 Companies Emphasize on Quality of Customer
Service III-7 Web-Enabled Call Centers Set to Outpace Conventional
Ones III-7 Hosted Contact Center Solutions Gain Traction III-8 IVR
Set to Make Deeper Inroads into the Call Center Market III-8 Call
Center Software Market in the US III-8 Superior Functionality is
the New Customer Mantra for Software III-9 Workforce Management
Software Finds More Takers III-9 Regulatory Issues in the US
Industry III-9 US vs. Europe -
Safe Harbor and Effect on Call Centers III-9 Safe Harbor - What it
Entails III-10 Privacy Protection Policies - The Trans-Atlantic
Divide III-10 How 'Safe' is Safe Harbor? III-11 Insurance Call
Centers in California to Employ
Licensed Agents III-11 DNC Registery.............. III-11 Federal
Laws Prohibits Sale of Consumer Health Data III-12 Strategic
Corporate Developments III-12 Key Players.............. III-14
B.Market Analytics..............III-18 Table 29: US Recent Past,
Current & Future Analysis for Call Centers Market in US$
Million for Years 2015 through 2022 (includes corresponding
Graph/Chart) III-18
Table 30: US Historic Review for Call Centers Market in US$ Million
for Years 2009 through 2014 (includes corresponding
Graph/Chart).............. III-18
2. CANADA.............. III-19
A.Market Analysis.............. III-19 Current & Future
Analysis..............III-19 Market Overview.............. III-19
Call Centers Foray into Less Populous Towns III-19 Large
English-Speaking and Multilingual Talent Benefits the
Market.............. III-19 Unsolicited Telemarketing - Canada
Fights Back III-19 Strategic Corporate Development III-20 B.Market
Analytics..............III-20 Table 31: Canadian Recent Past,
Current & Future Analysis for Call Centers Market in US$
Million for Years 2015 through 2022 (includes corresponding
Graph/Chart) III-20
Table 32: Canadian Historic Review for Call Centers Market in US$
Million for Years 2009 through 2014 (includes corresponding
Graph/Chart)..............III-21
3. JAPAN.............. III-22
A.Market Analysis.............. III-22 Current & Future
Analysis..............III-22 Market Overview.............. III-22
B.Market Analytics..............III-22 Table 33: Japanese Recent
Past, Current & Future Analysis for Call Centers Market in US$
Million for Years 2015 through 2022 (includes corresponding
Graph/Chart) III-22
Table 34: Japanese Historic Review for Call Centers Market in US$
Million for Years 2009 through 2014 (includes corresponding
Graph/Chart)..............III-23
4. EUROPE.............. III-24
A.Market Analysis.............. III-24 Current & Future
Analysis..............III-24 Market Overview.............. III-24
Locational Parameters: Important Trends III-25 Priority
Requirements..............III-25 Ireland, the
Netherlands and the UK: High-Profile Locations III-25 The
Downside of the Success Story III-25 Alternate Regional
Destinations III-26 Sub-regional Concept Rules Supreme III-26
Growth Moves to Small & Suburban Towns III-26 Noteworthy Market
Trends, Growth Drivers & Issues III-27 Educated and
Multilingual Workforce: A Key Advantage III-27 Outsourced Call
Center Agent Positions on the Rise III-27 Call Centers Grow
Techno-centric III-27 Rise in Internet and e-Commerce Spells Growth
for Web-based Call Centers.............. III-28 Internet-Call
Center Integration Takes Wings in Europe III-28 Multimedia Contact
Centers Spring Up in Unexploited
Markets III-28 Speech Recognition Technologies Hold Promising
Potential III-29 CTI: The New Buzz Word on the Rounds III-29
Banking & Financial Services: The Key Vertical for Call
Centers.............. III-30 Insurance Rely on Call Centers to
Improve Customer Service III-30 B.Market
Analytics..............III-31 Table 35: European Recent Past,
Current & Future Analysis for Call Centers by Geographic Region
- France, Germany, Italy, UK, Spain, Russia, The
Netherlands, Ireland,
Sweden and Rest of Europe Markets
Independently Analyzed in US$ Million for Years 2015 through 2022
(includes corresponding Graph/Chart).............. III-31
Table 36: European Historic Review for Call Centers by Geographic
Region - France, Germany, Italy, UK, Spain, Russia, The
Netherlands, Ireland,
Sweden and Rest of Europe Markets
Independently Analyzed in US$ Million for Years 2009 through 2014
(includes corresponding Graph/Chart) III-32
Table 37: European 14-Year Perspective for Call Centers by
Geographic Region - Percentage Market Share Breakdown for
France, Germany, Italy, UK, Spain, Russia, The
Netherlands, Ireland,
Sweden and Rest of Europe Markets
for Years 2009, 2016 and 2022 (includes corresponding Graph/Chart)
III-33
4a. FRANCE.............. III-34
A.Market Analysis.............. III-34 Current & Future
Analysis..............III-34 France: One of the Major Call Center Markets
in Western Europe III-34 Banking & Finance Sector Drives Growth
in French Call Center Market.............. III-34 Table 38: French
Call Centers Market (2015): Percentage Breakdown of Call Center
Spending by Vertical Industry (includes corresponding Graph/Chart)
III-35 Strategic Corporate Development III-35 Key
Players.............. III-35 B.Market Analytics..............III-36
Table 39: French Recent Past, Current & Future Analysis for
Call Centers Market in US$ Million for Years 2015 through 2022
(includes corresponding Graph/Chart) III-36
Table 40: French Historic Review for Call Centers Market in US$
Million for Years 2009 through 2014 (includes corresponding
Graph/Chart)..............III-37
4b. GERMANY.............. III-38
A.Market Analysis.............. III-38 Current & Future
Analysis..............III-38 German Call
Centers: An Introduction III-38 Key Market
Drivers..............III-38 Exceptionally High Standards of
Customer Service III-38 Availability of Skilled and Relatively Low
Cost Labor III-39 High Mobile Phone Usage..............III-39
Liberalization Opens Avenues for Overseas Players III-39 Key Market
Barriers..............III-39 Stringent Regulatory Norms Set Up High
Entry Barriers III-39 Stringent Labor Laws Restrict Rapid Growth
III-40 B.Market Analytics..............III-40 Table 41: German
Recent Past, Current & Future Analysis for Call Centers Market
in US$ Million for Years 2015 through 2022 (includes corresponding
Graph/Chart) III-40
Table 42: German Historic Review for Call Centers Market in US$
Million for Years 2009 through 2014 (includes corresponding
Graph/Chart)..............III-41
4c. ITALY.............. III-42
A.Market Analysis.............. III-42 Current & Future
Analysis..............III-42 Market Overview.............. III-42
B.Market Analytics..............III-42 Table 43: Italian Recent
Past, Current & Future Analysis for Call Centers Market in US$
Million for Years 2015 through 2022 (includes corresponding
Graph/Chart) III-42
Table 44: Italian Historic Review for Call Centers Market in US$
Million for Years 2009 through 2014 (includes corresponding
Graph/Chart)..............III-43
4d. THE UNITED KINGDOM..............III-44 A.Market
Analysis.............. III-44 Current & Future
Analysis..............III-44 The UK: A Key Call Center Market
III-44 Financial Services Command More Share III-44 UK Companies
Reverting to Domestic Call Centers III-45 Strategic Corporate
Development III-45 Key Player.............. III-45 B.Market
Analytics..............III-46 Table 45: UK Recent Past, Current
& Future Analysis for Call Centers Market in US$ Million for
Years 2015 through 2022 (includes corresponding Graph/Chart)
III-46
Table 46: UK Historic Review for Call Centers Market in US$ Million
for Years 2009 through 2014 (includes corresponding
Graph/Chart).............. III-47
4e. SPAIN.............. III-48
A.Market Analysis.............. III-48 Current & Future
Analysis..............III-48 Market Overview.............. III-48
Market Drivers.............. III-48 Multilingual
Workforce..............III-48 Government
Initiatives..............III-49 B.Market
Analytics..............III-49 Table 47: Spanish Recent Past,
Current & Future Analysis for Call Centers Market in US$
Million for Years 2015 through 2022 (includes corresponding
Graph/Chart) III-49
Table 48: Spanish Historic Review for Call Centers Market in US$
Million for Years 2009 through 2014 (includes corresponding
Graph/Chart)..............III-50
4f. RUSSIA.............. III-51
A.Market Analysis.............. III-51 Current & Future
Analysis..............III-51 B.Market Analytics..............III-51
Table 49: Russian Recent Past, Current & Future Analysis for
Call Centers Market in US$ Million for Years 2015 through 2022
(includes corresponding Graph/Chart) III-51
Table 50: Russian Historic Review for Call Centers Market in US$
Million for Years 2009 through 2014 (includes corresponding
Graph/Chart)..............III-52
4g. THE NETHERLANDS..............
III-53 A.Market Analysis.............. III-53 Current & Future
Analysis..............III-53 The
Netherlands: A Mature Call Center Market III-53 The "King of
Benelux" Call Center Market III-53 Favorite Call Center Destination
for Pan-European Operations III-53 Market Drivers..............
III-54 Multilingual Workforce with a Diverse Cultural Background
III-54 Availability of Qualified Computer-Literate Labor III-54
Relatively Low Labor and Operational Costs III-54 Hassle-free Legal
& Regulatory Framework III-55 No Bar on B2C and B2B
Telemarketing Calls III-55 Widespread Consumer Acceptance to
Products/Services via Call Centers.............. III-55 B.Market
Analytics..............III-56 Table 51: The Netherlands Recent
Past, Current & Future Analysis for Call Centers Market in US$
Million for Years 2015 through 2022 (includes corresponding
Graph/Chart) III-56
Table 52: The Netherlands Historic Review for Call Centers Market
in US$ Million for Years 2009 through 2014 (includes corresponding
Graph/Chart)..............III-57
4h. IRELAND.............. III-58
A.Market Analysis.............. III-58 Current & Future
Analysis..............III-58 Ireland: A Leading European Call Center Market
III-58 Preferred Destination for US Players III-58 Large Educated
Workforce Capable of Handling All Major European
Languages..............III-58 Relatively Low Costs of Employment
III-59 Government Initiatives..............III-59 Ireland Sees
Increased Competition from Asian Nations III-59 Strategic Corporate
Development III-60 Key Players.............. III-60 B.Market
Analytics..............III-61 Table 53: Irish Recent Past, Current
& Future Analysis for Call Centers Market in US$ Million for
Years 2015 through 2022 (includes corresponding Graph/Chart)
III-61
Table 54: Irish Historic Review for Call Centers Market in US$
Million for Years 2009 through 2014 (includes corresponding
Graph/Chart)..............III-62
4i. SWEDEN.............. III-63
A.Market Analysis.............. III-63 Current & Future
Analysis..............III-63 Sweden: An Evolving European Call Center
Market III-63 Market Drivers.............. III-63 Relatively Low
Labor Cost..............III-63 Availability of Educated and
Internet-Savvy Workforce III-64 B.Market
Analytics..............III-64 Table 55: Swedish Recent Past,
Current & Future Analysis for Call Centers Market in US$
Million for Years 2015 through 2022 (includes corresponding
Graph/Chart) III-64
Table 56: Swedish Historic Review for Call Centers Market in US$
Million for Years 2009 through 2014 (includes corresponding
Graph/Chart)..............III-65
4j. REST OF EUROPE..............
III-66 A.Market Analysis.............. III-66 Current & Future
Analysis..............III-66 Major Regional
Markets..............III-66 Belgium.............. III-66 Regulatory
Environment..............III-66 Denmark.............. III-66 Norway.............. III-67 Central and
Eastern Markets III-67 Hungary.............. III-67 Austria.............. III-67 Finland.............. III-68 Poland.............. III-68 Czech
Republic..............III-68 Turkey.............. III-68 Strategic
Corporate Developments III-69 B.Market
Analytics..............III-70 Table 57: Rest of Europe Recent Past,
Current & Future Analysis for Call Centers Market in US$
Million for Years 2015 through 2022 (includes corresponding
Graph/Chart) III-70
Table 58: Rest of Europe Historic Review for Call Centers Market in
US$ Million for Years 2009 through 2014 (includes corresponding
Graph/Chart)..............III-71
5. ASIA-PACIFIC..............
III-72 A.Market Analysis.............. III-72 Current & Future
Analysis..............III-72 Asia-Pacific: The Offshore Call Center Hub
III-72 Table 59: Asia-Pacific Outsourced Call Centers Market
(2015): Percentage Breakdown of Expenditure by Activity (includes
corresponding Graph/Chart) III-73 Low Labor and Operational Costs
Remain Trump Cards III-73 Does Intense Competition Imply
Unparalleled Customer Service? III-73 Asian Offshore Outsourcing
Services: A Huge and Expanding Market.............. III-73 Table
60: Asia Offshore Call Center Outsourcing Market (2015): Percentage
Breakdown of Expenditure by Source Country (includes corresponding
Graph/Chart) III-74 Asia-Pacific Call Center Market: On the Move
from "Offshore" to "Onshore".............. III-74 Transforming
Technologies Drive Market Growth III-74 Internet-Call Center
Integration Picks Up Momentum III-75 B.Market
Analytics..............III-76 Table 61: 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 in US$ Million for Years 2015 through 2022
(includes corresponding Graph/Chart).............. III-76
Table 62: Asia-Pacific Historic Review for Call Centers by
Geographic Region - Australia,
China, India, Philippines, Singapore, and Rest of Asia-Pacific Markets
Independently Analyzed in US$ Million for Years 2009 through 2014
(includes corresponding Graph/Chart) III-77
Table 63: Asia-Pacific 14-Year
Perspective for Call Centers by Geographic Region - Percentage
Market Share Breakdown for Australia, China, India,
Philippines, Singapore, and Rest of Asia-Pacific Markets
for Years 2009, 2016 and 2022 (includes corresponding
Graph/Chart)..............III-78
5a. AUSTRALIA.............. III-79
A.Market Analysis.............. III-79 Current & Future
Analysis..............III-79 Market Overview.............. III-79
Market Drivers.............. III-79 Well-Educated High Caliber
Workforce III-79 Ideal location for 24/7 Call Center Services
III-80 Outsourced Call Center Industry III-80 High Workforce
Turnover..............III-80 High Inbound Customer Service Activity
III-81 B.Market Analytics..............III-81 Table 64: Australian
Recent Past, Current & Future Analysis for Call Centers Market
in US$ Million for Years 2015 through 2022 (includes corresponding
Graph/Chart) III-81
Table 65: Australian Historic Review for Call Centers Market in US$
Million for Years 2009 through 2014 (includes corresponding
Graph/Chart)..............III-82
5b. CHINA.............. III-83
A.Market Analysis.............. III-83 Current & Future
Analysis..............III-83 Market Overview.............. III-83
B.Market Analytics..............III-84 Table 66: Chinese Recent
Past, Current & Future Analysis for Call Centers Market in US$
Million for Years 2015 through 2022 (includes corresponding
Graph/Chart) III-84
Table 67: Chinese Historic Review for Call Centers Market in US$
Million for Years 2009 through 2014 (includes corresponding
Graph/Chart)..............III-85
5c. INDIA.............. III-86
A.Market Analysis.............. III-86 Current & Future
Analysis..............III-86 Market Overview.............. III-86
Emergence of Indian BPOs: A Peek into History III-86 Consolidation
Paves the Way III-87 The National Do-Not-Call Registry III-87
Government Relaxes Legislation III-87 Noteworthy Market Trends,
Growth Drivers & Issues III-88 Large Educated English-Speaking
Work Pool III-88 Availability of Technical-savvy Labor III-88
Relatively Low Labor and Operational Costs III-88 Change: The Key
'Constant' that Drives Growth III-89 Dominance in IT-Enabled
Services Outsourcing III-89 Advantageous Time Zone for 24/7
Operations III-89 High Esteem for Call Center Jobs III-90
Government Initiatives..............III-90 Indian Majors Join the
Bandwagon III-91 Specialization: Leading to Differentiation III-91
Small Call Centers Drive the Momentum III-91 Market Sees Rise in
Impact Sourcing III-91 Call Centers Focus on Agent Training to
Neutralize Indiscernible Accents..............III-92 Lack of
Seasoned Management with Adequate Experience Bothers
Market..............III-92 Strategic Corporate Developments III-93
Key Players.............. III-93 B.Market
Analytics..............III-95 Table 68: Indian Recent Past, Current
& Future Analysis for Call Centers Market in US$ Million for
Years 2015 through 2022 (includes corresponding Graph/Chart)
III-95
Table 69: Indian Historic Review for Call Centers Market in US$
Million for Years 2009 through 2014 (includes corresponding
Graph/Chart)..............III-96
5d. PHILIPPINES..............
III-97 A.Market Analysis.............. III-97 Current & Future
Analysis..............III-97 Philippines: A Fast Growing Call Center Market
III-97 BPO: A Natural Choice for Filipinos III-97 Favorable Factors
for Philippines Contact Centers Market III-98 Low Labor Costs
Attract Overseas Players III-98 Companies Scour Non-Urban Locations
for Call Centers III-99 Table 70: Philippines Call Center Market
(2015): Percentage Breakdown of Number of Call Centers by Region
(includes corresponding Graph/Chart)..............III-99 Human
Resource: A Barrier for Philippines Outsourcing Industry III-99
Strategic Corporate Developments III-100 B.Market
Analytics..............III-100 Table 71: Philippines Recent Past,
Current & Future Analysis for Call Centers Market in US$
Million for Years 2015 through 2022 (includes corresponding
Graph/Chart) III-100
Table 72: Philippines Historic Review for Call Centers Market in
US$ Million for Years 2009 through 2014 (includes corresponding
Graph/Chart)..............III-101
5e. SINGAPORE..............
III-102 A.Market Analysis.............. III-102 Current &
Future Analysis..............III-102 Market Overview..............
III-102 B.Market Analytics..............III-102 Table 73: Singapore
Recent Past, Current & Future Analysis for Call Centers Market
in US$ Million for Years 2015 through 2022 (includes corresponding
Graph/Chart) III-102
Table 74: Singapore Historic Review for Call Centers Market in US$
Million for Years 2009 through 2014 (includes corresponding
Graph/Chart)..............III-103
5f. REST OF ASIA-PACIFIC..............III-104 A.Market
Analysis.............. III-104 Current & Future
Analysis..............III-104 Major Regional
Markets..............III-104 Malaysia.............. III-104 Pakistan.............. III-104 Strategic
Corporate Developments III-105 B.Market
Analytics..............III-106 Table 75: Rest of Asia-Pacific
Recent Past, Current & Future Analysis for Call Centers Market
in US$ Million for Years 2015 through 2022 (includes corresponding
Graph/Chart) III-106
Table 76: Rest of Asia-Pacific Historic Review for Call Centers
Market in US$ Million for Years 2009 through 2014 (includes
corresponding Graph/Chart) III-107
6. LATIN AMERICA..............
III-108 A.Market Analysis.............. III-108 Current &
Future Analysis..............III-108 Latin America: A Growing Call Center Market
III-108 Intense Competition to Win Customers Fuels Market Growth
III-108 Emerging Markets Drive Growth..............III-109 Table
77: Latin American Call Centers Market (2015): Percentage Breakdown
of Number of Call Centers by Country (includes corresponding
Graph/Chart) III-109 B.Market Analytics..............III-110 Table
78: Latin American Recent Past, Current & Future Analysis for
Call Centers by Geographic Region - Brazil, Mexico and Rest of Latin American Markets
Independently Analyzed in US$ Million for Years 2015 through 2022
(includes corresponding Graph/Chart) III-110
Table 79: Latin American Historic Review for Call Centers by
Geographic Region - Brazil,
Mexico and Rest of Latin American
Markets Independently Analyzed in US$ Million for Years 2009
through 2014 (includes corresponding Graph/Chart) III-111
Table 80: Latin American 14-Year Perspective for Call Centers by
Geographic Region - Percentage Market Share Breakdown for
Brazil, Mexico and Rest of Latin American Markets for
Years 2009, 2016 and 2022 (includes corresponding
Graph/Chart)..............III-112
6a. BRAZIL.............. III-113
A.Market Analysis.............. III-113 Current & Future
Analysis..............III-113 Brazil: The Latin American Call Center Leader
III-113 Changing Structure of Contact Center Industry III-113 Key
Statistical Findings:..............III-114 Table 81: Brazilian Call
Centers Market (2015): Percentage Breakdown of Number of Call
Centers by Region (includes corresponding
Graph/Chart)..............III-114
Table 82: Brazilian Outsourced Call Center Market (2015):
Percentage Breakdown of Call Center Spending by Vertical Industry
(includes corresponding Graph/Chart) III-114 Key
Player.............. III-114 B.Market
Analytics..............III-115 Table 83: Brazilian Recent Past,
Current & Future Analysis for Call Centers Market in US$
Million for Years 2015 through 2022 (includes corresponding
Graph/Chart) III-115
Table 84: Brazilian Historic Review for Call Centers Market in US$
Million for Years 2009 through 2014 (includes corresponding
Graph/Chart)..............III-116
6b. MEXICO.............. III-117
A.Market Analysis.............. III-117 Current & Future
Analysis..............III-117 Mexico: An Emerging Call Center Hub III-117
Table 85: Mexican Call Center Market (2015): Percentage Breakdown
of Number of Call Centers by Region (includes corresponding
Graph/Chart)..............III-117 High Growth Demands Better
Infrastructure In Place III-118 Labor Issues Drive Competition in
the Market III-118 B.Market Analytics..............III-119 Table
86: Mexican Recent Past, Current & Future Analysis for Call
Centers Market in US$ Million for Years 2015 through 2022 (includes
corresponding Graph/Chart) III-119
Table 87: Mexican Historic Review for Call Centers Market in US$
Million for Years 2009 through 2014 (includes corresponding
Graph/Chart)..............III-120
6c. REST OF LATIN AMERICA..............III-121 A.Market
Analysis.............. III-121 Current & Future
Analysis..............III-121 Major Regional
Markets..............III-121 Caribbean: An Emerging Call Center Destination
III-121 Multilingual Skills and Low Employment Costs Attract Global
Players.............. III-121 Jamaica: Preferred Call Center Outsourcing
Destination III-122 Argentina.............. III-122 Chile.............. III-122 Strategic
Corporate Development III-123 Key Player.............. III-123
B.Market Analytics..............III-124 Table 88: Rest of Latin
America Recent Past, Current & Future Analysis for Call Centers
Market in US$ Million for Years 2015 through 2022 (includes
corresponding Graph/Chart) III-124
Table 89: Rest of Latin America Historic Review for Call Centers
Market in US$ Million for Years 2009 through 2014 (includes
corresponding Graph/Chart) III-125
7. REST OF WORLD.............. III-126 A.Market
Analysis.............. III-126 Current & Future
Analysis..............III-126 South
Africa: A Key Regional Market III-126 Table 90: South
African Call Centers Market (2015): Percentage Breakdown of Call
Center Spending by Vertical Sector (includes corresponding
Graph/Chart) III-126 Western Cape Emerging as the Preferred Hub
III-127 Table 91: South African Call Centers Market (2015):
Percentage Breakdown of Number of Call Centers By Province
(includes corresponding Graph/Chart) III-127 Dubai: The Call Center Oasis III-127 Strategic
Corporate Developments III-127 B.Market
Analytics..............III-128 Table 92: Rest of World Recent Past,
Current & Future Analysis for Call Centers Market in US$
Million for Years 2015 through 2022 (includes corresponding
Graph/Chart) III-128
Table 93: Rest of World Historic Review for Call Centers Market in
US$ Million for Years 2009 through 2014 (includes corresponding
Graph/Chart)..............III-129
IV. COMPETITIVE LANDSCAPE
Total Companies Profiled: 138 (including Divisions/Subsidiaries -
149)
The United States (67)
Canada (3) Japan (3) Europe (28) - France (6) - Germany (2) - The United Kingdom (8) - Spain (1) - Rest of Europe (11) Asia-Pacific (Excluding Japan) (39)
Latin America (6) Africa (1) Middle-East (2)
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