Customer Relationship Management Outsourcing in Central and Eastern Europe to 2015

Introduction

Provides data on domestic and offshore agent positions. Analyzes positions by vertical, including energy / utilities, financial services, healthcare, manufacturing, media & entertainment, public sector, retail, wholesale, telecoms, travel, transportation and logistics, and others. Also gives the split by function and by the offshore markets serviced. Concludes with a country comparison section.

Scope

* Agent positions - Split by vertical, function, and location

* Offshore delivery - Split by geographic market serviced

* Country comparison - Comparison of CRM outsourcing agent positions with the leading countries

Highlights

* The total number of CRM outsourcing agent positions in Central and Eastern Europe is expected to grow at a compound annual growth rate (CAGR) of 10.6% over the period 2009-15. Domestic location service agent positions are expected to grow at a CAGR of 8.8% from 2009-15, while offshore location with a CAGR of 14.2% over the period 2009-15.

* Customer service constitutes the largest agent position across all functions, with a 42.4% share in 2009. Technical support makes up the next largest position, with a 26.7% share.

Reasons to Purchase

* Provides a comprehensive and granular view of agent positions in the CRM outsourcing sector

* Comprehend the quantitative trends in the CRM outsourcing sector in Central and Eastern Europe

* Analyze agent positions across diverse geographies

Solution Integration Industry in Europe

Overview 1
Catalyst 1
Summary 1
TABLE OF CONTENTS 2
LIST OF FIGURES 3
LIST OF TABLES 4
Introduction 5
Reasons to purchase 5
CRM Outsourcing in Central and Eastern Europe 6
Overview 6
Agent positions by location 8
Agent positions by function 10
Offshore Delivery 14
Agent positions by geographic market serviced 14
Country Comparison 16
Offshore delivery agent position 16
Domestic delivery agent positions 18
Appendix 20
Definitions 20
Agent position 20
Contact center 20
Vertical markets 21
Functions 22
Methodology 22
Primary research 22
Secondary research 22
Existing Ovum research 22
Further reading 23
Contact details 23
Disclaimer 23
LIST OF TABLES
Table 1: CRM outsourcing in Central and Eastern Europe, number of agent positions (000s), 2009-15 7
Table 2: CRM outsourcing in Central and Eastern Europe, number of agent positions by offshore and domestic location (000s), 2009-15 9
Table 3: CRM outsourcing in Central and Eastern Europe, number of agent positions by function (000s), 2009 11
Table 4: CRM outsourcing in Central and Eastern Europe, number of agent positions by function (000s), 2009-15 13
Table 5: CRM outsourcing in Central and Eastern Europe, number of offshore delivery agent positions by geographic market serviced (000s), 2009-15 15
Table 6: CRM outsourcing offshore delivery agent positions, Central and Eastern Europe versus top countries (000s), 2009 17
Table 7: CRM outsourcing domestic delivery agent positions, Central and Eastern Europe versus top countries (000s), 2009 19
LIST OF FIGURES
Figure 1: CRM outsourcing in Central and Eastern Europe, number of agent positions (000s), 2009-15 6
Figure 2: CRM outsourcing in Central and Eastern Europe, number of agent positions by offshore and domestic location (000s), 2009-15 8
Figure 3: CRM outsourcing in Central and Eastern Europe, agent positions by function (%), 2009 10
Figure 4: CRM outsourcing in Central and Eastern Europe, number of agent positions by function (000s), 2009-15 12
Figure 5: CRM outsourcing in Central and Eastern Europe, number of offshore delivery agent positions by geographic market serviced (000s), 2009-15 14
Figure 6: CRM outsourcing offshore delivery agent positions, Central and Eastern Europe versus top countries (000s), 2009 16
Figure 7: CRM outsourcing domestic delivery agent positions, Central and Eastern Europe versus top countries (000s), 2009 18