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Table of Contents
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.
* 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
* 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
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