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Contact Centres Market Report 2015

  • February 2015
  • -
  • Key Note Publications Ltd

The past few years have seen the UK contact centres market continue to strengthen in the wake of the recession and weakened economic environment, with total market turnover rising by an unprecedented 11% in 2013 alone, according to data compiled by National Statistics. A combination of factors have served to drive this stronger than expected market growth, including the continued emergence of the UK as a service-led economy, an ongoing trend towards re-shoring contact centre operations back in the UK, and the centralisation of the contact centre as a key element within customer service-led corporate strategies.

Table Of Contents

Contact Centres Market Report 2015
Contact Centres 2015
Foreword
Introduction and Definition
REPORT COVERAGE
MARKET DEFINITION
MARKET SECTORS
Executive Summary
What's KEY in the Market?
KEY DRIVERS
MARKET TRENDS
Service Sector Continues to Lead UK Growth
Uptake of IP Telephony Continues Across All Enterprise Sizes
The Emergence of the Multi-Channel Contact Centre
Re-Shoring: A Growing Phenomenon
ECONOMIC TRENDS
MARKET POSITION
HOW ROBUST IS THE MARKET?
Market Size, Segmentation and Forecasts
MARKET SIZE and SEGMENTATION
The Total Market
Market Sectors
FORECASTS
Future Trends
Future Economic Trends
Forecast Total Market
MARKET GROWTH
Work In Call and Contact Centres
INTRODUCTION
NUMBER OF EMPLOYEES
SALARY
HOME WORKING AND TELECOTTAGING - BENEFITS AND BARRIERS
STAFF ATTRITION IN CONTACT CENTRES
TRAINING
In-House and Outsourcing
INTRODUCTION
OUTSOURCING
THE FUTURE
Marketing and Outbound Calls
INTRODUCTION
OUTBOUND ACTIVITY
Call Blending
Proactive Customer Service
The Multi-Channel and Mobile
Contact Centre Software and Technology Solutions
INTRODUCTION
THE TRANSITION TO IP
CRM and OTHER SOFTWARE SOLUTIONS
Call Recording
Scripting - Dynamic or Static?
Speech Analytics and Recognition Software
Hosted Versus On-Premises Solutions
International Perspective
OVERVIEW
Competitor Analysis
INTRODUCTION
MARKET LEADERS
Serco Group PLC
Capita PLC
Accenture (UK) Ltd
Capgemini UK PLC
OTHER COMPANIES
Steria Ltd
The Innovation Group PLC
Teleperformance Ltd
Vertex Group Ltd
Sitel UK Ltd
Arvato Ltd
NUMBER OF COMPANIES
By Turnover
By Employment
Regional Variation in the Marketplace
KEY TRADE ASSOCIATIONS
EXHIBITIONS/TRADE SHOWS
Consumer Dynamics
OVERVIEW
COMMUNICATION CHANNELS
Demand for Flexible Communications Channels
AUTOMATED TELEPHONE SERVICES
Preference for Real Call Agents Still High
Automated Systems Waste Time
CUSTOMER SATISFACTION
Queries
Complaints
Call Centre Location is Important
Difficulties in Communication
THE SUCCESS OF TELESALES
Contact Method
Majority of Consumers Still Perceive Sales Calls to be a Nuisance
Consumers Prefer Pre-Arranged Calls
Consumers Under Pressure
Strengths, Weaknesses, Opportunities and Threats
STRENGTHS
WEAKNESSES
OPPORTUNITIES
THREATS
PESTEL
POLITICAL
Government Launches Action Plan for Tackling Nuisance Calls
Citizens Advice Renews Calls for Ban on Financial Services Cold Calling
ECONOMIC
Prime Minister Warns of Second Global Economic Crisis
Autumn Statement Outlines Plans for Further Public-Sector Spending Cuts
SOCIAL
Calls to Bar Serco and G4S From Bidding for Public-Sector Contracts
Could Outsourcing Help Alleviate Poverty in Developing Nations?
TECHNOLOGICAL
Superfast Broadband Rollout Reaches Over One Million Homes and Businesses
4G Rollout to Boost Mobile Coverage and Communications
ENVIRONMENTAL
Can Virtual Contact Centres Really Cut Carbon Emissions?
LEGISLATION
Flexible Working Extended to All Employees in UK
TPS Launches First Certification Scheme for Telemarketing Industry
Further Sources
Associations
Publications
General Sources
Government Publications
Other Sources
Understanding Consumer Survey Data
Number, Profile, Penetration
Social Grade
Standard Region
Key Note Research
The Key Note Range of Reports

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