UK Outsourced Contact Centres: Market insight report

  • March 2013
  • -
  • Apex Insight
  • -
  • 44 pages

The contact centre industry is relatively young. It grew rapidly over the past couple of decades but has been impacted by recent, less certain, economic conditions. Its working practices have continued to fall under scrutiny. This report reviews the UK contact, or call, centre industry. It quantifies the market size and historical growth rates while reviewing key factors behind these figures and exploring drivers of profitability. It also analyses drivers of industry growth – including relevant macroeconomic indicators and factors which determine volume and price for contact centres – setting out historical trends and forecasts.

It is intended for contact centre and business process outsourcing companies themselves as well as investors, banks, analysts, consultants and other parties with interests in the sector.

This report is based on
– Publicly available data including company annual reports, websites, press releases and government statistics
– Interviews with senior-level contacts in the market
– In-depth analysis of the macroeconomic environment and other relevant market drivers
Information from these sources has been synthesised and presented clearly and concisely with extensive use of charts and tables to illuminate points and support conclusions.

Table Of Contents

The outsourced contact centre market - 6
Market definition
Patterns and drivers of outsourcing
In-house vs outsourced
Local operation vs offshoring

Working environment - 13
Contact centre metrics and priorities
Staff turnover
Job quality
Other recent trends

Market size and growth - 17
Market size and growth
Performance of the leading contact centre providers

Market drivers - 23
Discussion of market drivers
Drivers and their impact

Competitive landscape - 27
Leading operators
Comparisons between leading operators
Mergers and acquisitions
Profiles of the main providers

Forecasts - 43
Key drivers forecast
Market forecast

Appendices - 48
List of abbreviations
About Apex Insight

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