Global Call Centers Industry

• Publication date: November 2012
• Report size: 1128 pages

This report analyzes the worldwide markets for Call Centers in US$ Million. 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 2010 through 2018. A six-year historic analysis is also provided for these markets. The report profiles 185 companies including many key and niche players such as [24]7 Inc., Acum...

This report analyzes the worldwide markets for Call Centers in US$ Million. 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 2010 through 2018. A six-year historic analysis is also provided for these markets. The report profiles 185 companies including many key and niche players such as [24]7 Inc., Acumen Telecomunicaciones SA de CV, Alliance Data Systems, Inc., Expert Global Solutions, Inc., Aspect Software Inc., ATOS S.A., Avaya Inc., BT Communications (Ireland) Limited, Capita Customer Management Limited, Convergys Corp., Datamatics Global Services Limited, Dimension Data Group Company, Merchants Limited, Entel Call Center, EXL Service Holdings, Inc., Genpact, GTL Ltd., HCL BPO Services NI Ltd., IBM Global Process Services Pvt. Ltd., Plusoft Informatica Ltda, Quality Plus Callscan Australia Pty Ltd., Sitel, Stream Global Services Inc., Sykes Enterprises, Inc., Teleperformance SA, TRG Customer Solutions, West Corporation, and Wipro Technologies Ltd. Market data and analytics are derived from primary and secondary research. Company profiles are primarily based upon search engine sources in the public domain.

Global Call Center Industry

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


II. EXECUTIVE SUMMARY

1. INDUSTRY OVERVIEW II-1
A Quick Primer II-1
Down to the Basics - An Introduction II-2
Call Centers - The Coming of Age II-2
Impact of the 2007-2009 Recession In Retrospect II-3
Recession Fuels Changes in Call Centers Business Models II-4
Recession Heightens the Focus On Investments and Tactics II-4
Impact of Europe’s Debt Crisis: A Review II-5

2. GLOBAL ISSUES AND TRENDS II-6
Key Issues II-6
Call Centers & the Regulatory Environment II-6
Cost Reduction & Efficiency Enhancements - Formulae for
Survival & Growth II-6
Cost Reductions - The Road to Success II-6
Efficiency Enhancements - Vital Component II-7
Human Resources - Ranking Above Technology II-7
General Industry Trends II-7
From ‘Call’ Centers to ‘Contact’ Centers II-7
Multiple Outsourced Call Centers - Order of the Day II-8
From CRM to eRM - Multichannel Centers on the Rise II-8
CEM Gathers Steam II-8
Transformation from Cost Centers to Profit Centers II-8
Rising Number of Home Agents II-9
Emergence of Web 2.0 II-9
Worldwide Call Center Capacity Spurt II-9
Managing Multilingual Customers - CRM Comes to Aid II-10
Complaints Handling - The Most Likely Outsourced Function II-10
Cost Minimization Drives Call Centers to Low Wage Cities II-10
SMB Sector Gathers Steam II-10
Right Shoring & Blending Gains Traction in Call Center
Operations II-11
Vertical Specific Offerings Gain Popularity II-11
Use of Innovative IT Technologies Make The Contact Center “
SMART” II-11
Simplifying Complexities in Contact Center Processes: A Key
Area of Focus II-11
Integration of Social Media & the Contact Center: A Key Trend II-12
Call Center Applications Diversify to Include Mobile Apps II-12
Table 1: World Contact Center Applications Market (2011):
Percentage Breakdown of Revenues of Leading Vendors
(includes corresponding Graph/Chart) II-13

Table 2: World Contact Center Applications Market (2011):
Percentage Breakdown of Revenues by Product Market (includes
corresponding Graph/Chart) II-13
Product and Technology Trends II-14
Key Technologies Driving Growth: VoIP and Open, Standards-
Based Software II-14
Transforming Call Centers Market - Need for Technological
Adaptability II-14
Evolving Database Technologies and Management Strategies II-14
The Emergence of Call Center 2.0 II-15
Innovations to Drive Profit Margins II-15
Benefits of Call Center 2.0 II-16
Technological Features of Call Center 2.0 II-16
IP Contact Centers and UC to Register Robust Growth II-16
Customer Support & Sales Force Automation Dominate Software
Applications II-17
Advent of Internet Technologies Revolutionizing Call Centers II-17
VoIP - Fast Replacing Circuit-Switched Architectures II-18
Integrated Services - Offering a Level Playing Field to
Small-and Mid-Sized Players II-18
Speech Recognition Technologies Transform Agent Training II-18
Web Sites and Call Centers - United They Thrive II-18
Multi-site Call Routing Solutions - Popular with Large Global
Firms II-19
Customer Routing Yet to Gain Significant Ground II-19
Hosted or Networked Server-based Call Centers on the Rise II-19
Virtual Hosted Call Center Market - High Potential II-20
Voice-Driven CRM and VoiceXML Enlarge Scope for Customer
Interactions II-20
Voice-Driven CRM II-20
Voice XML II-20
Help Desk and Call Center Companies Shift Solutions to
Browser-based Architecture II-21
Other Technology-Based Trends in Call Centers II-21
Cost and Budgetary Trends II-22
Telecommunication Costs Set for a Marginally Declining Trend II-22
Operational Costs and Budgets Continue to Expand II-22
Operational Services and Telecom Related Costs Corner Lion’s
Share II-22
End Use Vertical Industry Trends II-22
Financial Services and Distribution - The Outsourcing Area of
Choice II-22
Banks Increasingly Perceive Call Center as a Sales and
Service Point II-23
Technology-Driven Banks Offering Service Enhancements at
Contact Centers II-23
Intelligent Call Routing II-23
Campaign Management Software II-24
Integration of Call Centers and Bank Branches II-24
Customer Differentiation II-24
Insurance Companies Lead in Call Center Technology Absorption II-24
Global Trends in Offshore Call Center Location II-24
Network Strategy - A Critical Component in selection of a New
Destination II-25
Global Outsourced Contact Center Market - An Overview II-25
North American IP Contact Center Market II-25
Benefits of IP Centers II-26
Obstacles for IP Deployment II-26

3. CONCEPTUAL OVERVIEW II-27
Functional Definition II-27
Call Center Activities II-27
Inbound Call Reception and Routing II-27
Automated Inbound Call Routing II-27
Advantages of Automated inbound call routing applications
include: II-27
Outbound Telemarketing Call II-27
Call Handling Time II-28
Complaints Handling II-28
Customer Information Services / Help Desks II-28
Debt Chasing II-29
Field Service Support II-29
Field service and support activity advantages include: II-29
Classification on the Basis of Ownership II-29
In-House Centers II-29
Outsourced Call Centers II-30
Service Bureau II-30
Classification on the basis of Operations II-30
Inbound Call Centers II-30
Outbound (Telemarketing) Centers II-30
Nature of Services Offered II-30
Consulting II-30
Outsourcing II-30
Training II-31
Call Center Technologies-By Area of Application II-31
Voice II-31
Telephone Switches (ACDs) and Voice Networks II-31
Voice Response Systems (IVR/VRU) II-32
Speech Recognition Technologies II-32
Voice Over Internet Protocol (VoIP) II-32
Data II-33
Workstations and Databases II-33
Customer Relationship Management (CRM) Tools II-33
CRM Tools II-33
Enterprise CRM II-33
Mid-Market CRM II-34
Customer Data Integration II-34
Enterprise Analytics, Business Intelligence and Data
Warehousing II-34
Computer Telephony Integration (CTI) II-34
Web II-34
Website and E-mail II-34
Website II-34
E-Mail II-35
Web Integration (Text chat and Web Calls) II-35
Web Chat II-35
Web Call-back II-35
Fully Integrated Unified Messaging System II-35
Multimedia Technologies II-35
Systems II-36
ACD Systems II-36
Automatic Call Distributor (ACD) II-36
Outbound System II-36
Interactive Voice Response (IVR) Systems II-36
Voice Messaging Systems II-37
Simple Voice Message Broadcasting II-37
Custom Voice Message Broadcasting II-37
Voice Message Broadcasting and Touchphone Response II-37
Software II-38
Workforce Management Software II-38
Workforce Automation Software II-38
Sales Force Automation Software II-38
For Sales Executives II-39
For Sales Manager II-39
Customer Interaction Software II-39
CTI Enabling Software II-39
Call Monitoring Software II-40

4. VERTICAL END-USE INDUSTRIES II-41
Table 3: Worldwide Call Centers Market (2011): Percentage
Breakdown of Call Center Spending by Major Vertical Markets -
Financial Services, Telecommunications, Manufacturing,
Transport and Others (includes corresponding Graph/Chart) II-41
Telecommunications II-41
Financial Services (Inclusive of Banks and Insurance Firms) II-42
Banks II-42
Banks Transform Call Centers for Organic Growth II-42
Methodologies for Effective Cross Selling II-42
Insurance Firms II-43
Hospitality II-43
Transportation II-43
Healthcare II-44
Manufacturing II-44
Retail and Distribution II-45
Utilities II-45
Outsourcing II-45

5. STRATEGIC INSIGHT II-46
Site Location Strategies II-46
Introduction to Site Location II-46
The Basics II-46
Major Parameters in Site Location II-46
Labor, Labor and Labor II-46
Education II-47
Infrastructure II-47
Cost II-47
Labor Costs II-47
Infrastructure and Technology Costs II-47
Occupancy/Real estate Costs II-48
Taxes II-48
Start-up Costs II-48
Other Factors in Site Selection II-48
‘Cross-Media Centers’ - A Preview of Next Generation ‘Contact’
Strategies II-48
Cross-Media Call Center Architecture II-49
Queuing Architecture II-49
Queue Engine II-49
Contingency Strategies - Ensuring Business Continuity in a
Disaster II-49
Down Time Hurts in a Time-Sensitive Environment II-49
Business Continuity Plan - The Basics II-49
Other Considerations While Drafting a Business Continuity Plan II-50

6. EVOLUTION OF THE NEW AGE CONTACT CENTERS II-51
CRM and Contact Centers - Two Worlds Apart II-51
The Contact Center Disharmony II-52
Contact Centers in Defense II-52
Complex Structural Setup II-52
Hierarchical Reporting Structure II-52
Time to Realign Priorities II-53
Evolution of the New Age Contact Centers: Critical Areas of
Focus II-53
In Conclusion II-53
The Modern Day Call Center II-54
Technologies in Use in a New Age Setup II-54
Skill-based Routing II-54
Routing Strategies II-54
Types of Contacts in a Contact Center II-55

7. RELATED INDUSTRY DISCUSSION II-56
Customer Experience Management II-56
CEM - Leveraging Call Center Data with Decision Making II-56
CEM as a Value Proposition II-56
Workforce Management II-57

8. CALL CENTER CONSOLIDATION - WHETHER, WHY AND HOW II-58
Widely Dispersed Call Centers - A Rationale II-58
Motivators for Call Center Consolidation II-59
Costs of Scale II-59

9. PERTINENT REGULATORY ISSUES II-60
Legal and Regulatory Framework II-60
Predictive Dialing II-60
Tring.. Tring Hello ! ??.? II-60
The Preface to the Showdown II-60
Privacy Legislations II-61
Federal Laws prohibits Sale of Consumer Health Data II-61
Cell Phone Legislations Zap Outbound Calls? II-61

10. TECHNOLOGICAL BREAKTHROUGHS/ INNOVATIONS II-62
Automatic Call Distributing (ACD) Products- From Standalone to
Open and Networked Systems II-62
Add-on/ACD Enhancement Products II-62
ACD Message Boards II-62
Digital Announcers/Automated Attendants/ Fax-on-Demand II-63
Digital Announcers II-63
Automated Attendants II-63
Fax-On-Demand II-63
Dialing Platforms - The Advent of Call Blending II-63
Contact Management II-63
Turnkey Solutions - Moving Onto PC/IP Platforms II-64
CTI Technologies on the Anvil II-64
CTI APIs and Middleware II-64
Placing of Outbound Calls II-64
Call Progress Detection II-64
Speech Recognition and Interactive Television Technologies II-65
Internet / Web-enabling Technologies for Call Centers II-65
Developments in Web-Enabling Technology II-65
Call-Through Technologies to Replace Call-Back and Text-Chat II-66

11. NEW PRODUCT/SERVICE INTRODUCTIONS II-67
Nigerian Communication Commission (NCC) Launches Emergency
Call Centers II-67
Jack Henry Launches a New Call Center Product Named jhaCall
Center II-67
HP Launches New Solution for Revamping Enterprise Contact Centers II-67
Adtech Unveils Cloud-Based Verint® Solution II-68
Easy Office Unveils Enhanced Virtual Call Center Solution II-68
SalesPortal Unveils New Campaign Dashboard for Contact Center
Campaign Analytics II-69
Nextiva Unveils NextOS VoIP Technology Platform II-70
NeoVox Enters into Agreement with Windstream II-70
MSEDCL Establishes State-of-the-Art Contact Centre II-71
Aurix Introduces Cloud Based Analyst 1.5 II-71
Acqueon Launches AiQ 4.0 Solution with Advanced Mobile
Application and Social MediaFeatures II-72
Oki Introduces Cloud-Based Unique Customer-Specific EXaaS Call
Center Service II-72
OBS Introduces Managed Contact Center Cloud-Based Service II-73
M-Tel Introduces M-Tel Call Center 0700 and M-Tel Call Center
0800 Service II-73

12. PRODUCT INNOVATIONS/LAUNCHES IN THE RECENT PAST - A
PERSPECTIVE BUILDER II-74
Convergys Introduces Interaction Composer and Developer Zone II-74
IntelePeer Introduces Contact Center Services to Enhance
Outbound Contact Centers’ Performance and Revenue II-74
Verizon Introduces Verizon VoIP Inbound II-75
Step to Call Center Unveils Call Center Kit's Arabic Version II-75
QualiPlex Software Introduces Unite PBX v2.0 and Unite Call
Center v2.0 II-75
Shiftboard Launches Scheduling Solution II-76
Vodacom, Presence Technology and Inovo Introduces Call Center
Service II-76
SFR Business Team Unveils Pack Contact II-76
Officescape Introduces Software for Call Centers II-76
Vialinx Install On-Demand-Call Center Software of Five9 II-77
Zeacom Launches Record and Evaluate Module II-77
Chunghwa Forms joint Venture with Xiamen City's Government to
Manage Call Center Business II-77
Broadcore Commences Broadcore Call Center II-77
KUNNECT Introduces Hosted Call Center Solution II-78
Tadiran Telecom Introduces Composit Contact Pro II-78

13. RECENT INDUSTRY ACTIVITY II-79
RACO Launches Omega Call Center Service II-79
Telefonica Germany Launches ICC Call Center Platform for
Business Customers II-79
Zeacom Enters into a Partnership with Ronco Communications II-79
Southwest Airlines Sets up a New Call Center in San Antonio II-80
C3 Launches a New Customer Contact Center in Guatemala City II-80
GDA Sets up a Call Center in Ghaziabad II-81
MphasiS Sets up Two Contact Centers in Mangalore and Bhubaneswar II-81
Investbank Partners with Artelco to Launch a New Contact Center II-81
Toshiba Europe Launches a New Call Center in Prague II-82
Aegis Commences a Call Center in Costa Rica II-82
Crawford & Company Forms Joint Venture with Call Center Services II-82
Spanlink Communications Enters into Partnership with Convergys II-82
Airtel Enters into Partnership with Avaya II-83
Consumer Cellular Inaugurates New Call Centre II-83
Aegis Opens New Contact Center II-83
Megafon Inaugurates Call Center for the Universiade 2013 Games II-83
TSYS Managed Services Inaugurates New Call Center II-84
Sitel Expands Call Center II-84
KANA Purchases Ciboodle from Sword Group II-84
Interactive Intelligence Purchases ATIO Contact Center Assets II-85
SHL Merges with PreVisor II-85
Consumer Cellular to Take over T-mobile Call Center II-86
TelStrat Inks Distribution Agreement with Ingram Micro Asia II-86
Connect First Inks Partnership with the Office Gurus II-87
Genesys Inks Service Provider Agreement with KDDI II-87
DSCI Launches Augmented iPBX Call Center Services II-87
TTL Acquires EPICCenter Technology from EasyRun II-88
Tech Mahindra Acquires Hutchison’s Contact Center II-88
Sykes Acquires Alpine Access II-89
3CLogic Enters into Agreement with VA Associates II-89
Ameridial Introduces Inbound Call Center Channel for TMC II-90
Tikal Networks Introduces CenterMeter Contact Center on Demand
Solution II-91
ATGStores Selects Avaya AuraTM Contact Center of Avaya II-91
Teleperformance Colombia Establishes Contact Center II-91
Microsoft Acquires Interest in 24/7 II-92
NCO Group Merges with APAC Customer Services II-92
Sitel Sets Up Call Center in Manila II-92
Magma Group Partners with Respondez II-93
Avaya Announces Interoperability between CallNACK Application
of NACR with Avaya Collaboration Solutions II-93
Avaya Establishes Novel Facility in Guangdong Province II-93
Gexel Telecom to Install Contact Center Solution of Avaya to
Enhance Customer Satisfaction II-94
TalkTalk Telecom Group Selects Wipro BPO as Strategic Partner II-94
Convergys Establishes High-tech Contact Center in Bogotá II-94
Wipro BPO Establishes Manjakkudi Rural BPO Center in Tamil Nadu II-95
Sitel to Establish Customer Care Call Center in Belgrade II-95
Avaya Takes Over Sipera II-95
The Capita Group Takes Over Ventura II-96
ExlService Holdings Takes Over Outsource Partners International II-96
Salmat Inks Agreement with Avaya II-97
Avaya Takes Over Aurix II-97
Cassidian Communications Signs Agreement with Avaya II-98
8x8 Acquires Contactual II-98
SM Land Opens a Call Center in Mall of Asia Complex II-99
Chatter Box to Acquire LCI Solutions' Call Center II-99
M5 Networks Acquires Callfinity II-99
Enghouse Buys CosmoCom II-99
Maximus Inaugurates Customer Contact Center II-100
Nexxlinx Buys Microdyne Outsourcing II-100
VA Unveils Call Center for Women Veteran II-100
BNP2TKI Rolls Out Halo TKI number 0800-1000 II-101
Altitude Software Enters into Partnership with Umanis II-101
ADCB Unveils Al Ain call center II-101
LiveOps Takes Over Datasquirt II-102
CallCopy Signs Reseller Agreement with BusComm II-102
Intelisys Chooses inContact for Contact Center Software II-103
Chatter Box Acquires Humsay I Global Services II-103
USAN Unveils Hosted Contact Center News Website II-103
RRA Sets Up Call Center II-104

14. CORPORATE ACTIVITY IN THE RECENT PAST - A PERSPECTIVE BUILDER II-105
Malaysia Airlines Selects Contact Centre Solutions of Avaya to
Improve Customer Experience and Profitability II-105
Chinatrust Commercial Bank Selects Total Contact Center
Solution of Avaya to Improve Customer Satisfaction II-105
Avaya Government Solutions Establishes Emergency 911 Call Center II-106
QPC Launches QPC Contact NowTM hosted Contact Management Platform II-106
Sitel Establishes Call Center II-106
Wipro Infotech Bags IT Outsourcing Contract from Vasan Eye Care II-107
Wipro Technologies Enters into Collaboration with Microsoft II-107
Wipro Inks Outsourcing Contract with TV Sundram Iyengar & Sons II-107
ATGStores Selects Avaya Aura™ Contact Center of Avaya II-108
Astute Acquires Speech Labs II-108
Five9 Utilizes Data Center of Internap for Cloud Based Call
Centers II-108
inContact Provides Hosted Call Center Solutions for EPIC II-108
Cincom Ties up with IBM II-109
inContact Signs Partnership Agreement with Verint Systems II-109
Teleperformance Acquires beCogent II-109
Moshi Moshi Hotline and Mitsui Set-Up Call Center Business in
Vietnam II-110
Sykes Enterprises to Establish Call Center in Berlin II-110
Teleperformance Initiates Costa Rican Call Center Operations II-110
Artfest International Sets Up Network Marketing Call Center II-110
Stream Global Services Completes eTelecare Global Solutions
Integration II-110
Teleperformance Snaps Up Contact Center Services Provider
Based in Turkey II-111
CCT Group Snaps Up Interactive Response Technologies II-111
Sykes Enterprises Snaps Up ICT Group II-111
Bharti Teletech and Avaya Enter into Agreement II-111
One To One Contacts Enters into Contracts with TOT Public and
State Railway of Thailand II-112
Macquarie Telecom Group Establishes MacquarieHUB II-112
Telekom and AsissTT Establish New Customer Care Center II-112
C3 to Establish Call Center in Idaho II-112
Rollins Deploys Upgraded EDGE 2020 and Interaction Optimizer
in Call Centers II-112
Hinduja Global Solutions Took Over Careline Services II-113
Sparsh BPO Services Signs Contract with Insurance Regulatory
and Development Authority II-113
Lancaster Newspapers Opens Call Center II-113
New York Daily News Deploys Five9 Virtual Call Center Software
of Five9 II-113
Videotron and Ministere de l'Emploi et de la Solidarite
Sociale to Open New Customer Contact Center in Gatineau II-114
Sitel Expands Call Center in Tenn II-114
Aegis to Take Over Call Center of Sallie Mae in Texas II-114
Pinnacle Security Upgrades Technology and Expands Call Center
in Utah II-114
Ctrip.com International Opens New Customer Care Center in Jiangsu II-114
Ufone Opens New Customer Care Center in Lahore II-114
Mortgage Contracting Services Introduces Call Center Service II-115
Client Services Launches Call Center in Lenexa II-115
UP Power Launches Computerized Call Centre II-115
Sales Focus Establishes Call Centre in Kansas II-115
LiveOps Enters into Partnership with Keniks II-115
Teleperformance to Establish Contact Center II-116
Oki Networks Improves Call Centre System II-116
Hinduja Global Solutions Establishes Call Center in Iloilo II-116
Servion Consolidates Call Centre Operations for Kotak Group II-116
Econet Starts Biggest Call Center II-117
Allconnect Establishes New Sales Center in Virginia II-117
CosmoCom and Tata Communications Enter into Partnership with S
Tel II-117
Gartner Magic Quadrant Includes Aegis for North American CRM
Contact Center BPO II-117
Lockheed Martin and U.S. Census Bureau Unveil Call Center in Utah II-118
Sales Focus Establishes Inside Sales Call Center II-118
DYXnet Opens IP Call Center II-118
Trustwave Set Up New Compliance Call Center II-118
Coolpad Introduces the First 3G Video Call Center II-119
Cox Communication to Close the Roanoke Call Center II-119
Noble Systems Acquires Liberation® Product line from
TeleDirect International II-119
Noble Systems Acquires TouchStar Assets II-120
Genesys Snaps Up SDE Software Development Engineering II-120
Avaya Snaps Up Agile Software II-120
Advanis Snaps Up Itracks Call Center II-121
Avaya to Unveil New Customer Service Solutions II-121
LG Electronics Launches Call Center in Lebanon II-121
CNH Parts & Services Starts Operations at Technical Call-Center II-122
Teleperformance India Begins Operations at New Contact Center
in India II-122
Affiliated Computer Services Snaps Up e-Services Group
International II-122
Transcom to Establish Call Center in Philippines II-123
Avaya Acquires Nortel Enterprise Solutions II-123
Aspect Takes Over Assets of AIM Technology II-123
Dell to Take Over Perot Systems II-124
Colorado Springs Utilities Adopts Qwest Call Center Solution II-124

15. FOCUS ON SELECT GLOBAL PLAYERS II-126
[24]7 Inc. (USA) II-126
Acumen Telecomunicaciones SA de CV (Mexico) II-126
Alliance Data Systems, Inc. (US) II-126
Expert Global Solutions, Inc. (USA) II-126
Aspect Software Inc.(USA) II-127
ATOS S.A. (France) II-127
Avaya Inc. (US) II-127
BT Communications (Ireland) Limited (Ireland) II-128
Capita Customer Management Limited (UK) II-128
Convergys Corp. (US) II-128
Datamatics Global Services Limited (India) II-128
Dimension Data Group Company (South Africa) II-129
Merchants Limited (UK) II-129
Entel Call Center (Chile) II-129
EXL Service Holdings, Inc. (US) II-130
Genpact (India) II-130
GTL Ltd. (India) II-130
HCL BPO Services NI Ltd (Ireland) II-130
IBM Global Process Services Pvt. Ltd (India) II-131
Plusoft Informatica Ltda (Brazil) II-131
Quality Plus Callscan Australia Pty Ltd. (Australia) II-131
Sitel (US) II-131
Stream Global Services Inc. (US) II-132
Sykes Enterprises, Inc. (US) II-132
Teleperformance SA (France) II-132
TRG Customer Solutions (US) II-132
West Corporation (US) II-133
Wipro Technologies Ltd (India) II-133

16. GLOBAL MARKET PERSPECTIVE II-134
Table 4: World Recent Past, Current and 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 with Annual Service
Revenues in US$ Million for Years 2010 through 2018 (includes
corresponding Graph/Chart) II-134

Table 5: 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 with Annual Service Revenues in US$ Million for Years
2004 through 2009 (includes corresponding Graph/Chart) II-135

Table 6: World 11-Year Perspective for Call Centers by
Geographic Region - Percentage Breakdown of Service Revenues
for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan),
Latin America and Rest of World Markets for Years 2004, 2011
and 2018 (includes corresponding Graph/Chart) II-136


III. MARKET

1. THE UNITED STATES III-1
A.Market Analysis III-1
Overview III-1
Outlook III-1
General Introduction III-1
Table 7: North American Call Centers Industry (2011):
Percentage Breakdown of Agents by In-House and Outsourced
Positions (includes corresponding Graph/Chart) III-2
MNCs Chant the Outsourcing Mantra for Global Expansion III-2
Outsourcing by Sector III-2
Financial Services III-2
Transportation Sector III-2
Distribution Sector III-2
Telecommunication Sector III-3
Insurance and Utilities III-3
Key Issues III-3
Cost Reduction Continues to Dictate Outsourcing Decisions III-3
Proximity to Headquarters - Prime Consideration for Site
Selection III-3
Industry Trends III-4
Call Centers - Getting Bigger and More Sophisticated III-4
Web-Enabled Call Centers Set to Outpace Conventional Ones III-4
Call Centers - A Major Employer III-5
Workforce Turnover - On the Higher Side? III-5
Outsourcing Adversely Affects US Call Center Jobs III-5
Companies Emphasize on Quality of Customer Service III-6
Hosted Contact Center Solutions Gain Traction III-6
Vertical Market Trends III-6
Table 8: US Contact Centers Industry (2011): Percentage
Breakdown of Call Centers by Vertical Industry - Retail and
Distribution, Finance, Manufacturing, Services, Telecom,
Public Services, IT, and Others (includes corresponding
Graph/Chart) III-7

Table 9: US Contact Center Market (2011): Percentage
Breakdown of Revenues by Leading Companies (includes
corresponding Graph/Chart) III-7

Table 10: US Contact Center Market (2011): Percentage
Breakdown of Revenues by Type of Services Offered (includes
corresponding Graph/Chart) III-7
Call Center Software Market in the US III-8
Superior functionality is the New Customer Mantra for Software III-8
IVR Set to Make Deeper Inroads into the Call Center Market III-8
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-9
Privacy Protection Policies - The Trans- Atlantic Divide III-10
How ‘Safe’ is Safe Harbor? III-10
Legal and Regulatory Framework 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
Product/Service Launches III-12
Strategic Corporate Developments III-13
Key Players III-22
B.Market Analytics III-26
Table 11: US Recent Past, Current & Future Analysis for Call
Centers Market with Annual Service Revenues in US$ Million
for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-26

Table 12: US Historic Review for Call Centers Market with
Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-27

2. CANADA III-28
A.Market Analysis III-28
Current and Future Analysis III-28
Availability of Large English-Speaking and Multilingual
Talent Pools III-28
Issues and Trends III-28
Unsolicited Telemarketing - Canada Fights Back III-28
Call Centers into Less Populous Towns III-28
B.Market Analytics III-29
Table 13: Canadian Recent Past, Current & Future Analysis
for Call Centers Market with Annual Service Revenues in US$
Million for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-29

Table 14: Canadian Historic Review for Call Centers Market
with Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-30

3. JAPAN III-31
A.Market Analysis III-31
Current and Future Analysis III-31
Strategic Corporate Developments III-31
B.Market Analytics III-32
Table 15: Japanese Recent Past, Current & Future Analysis
for Call Centers Market with Annual Service Revenues in US$
Million for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-32

Table 16: Japanese Historic Review for Call Centers Market
with Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-33

4. EUROPE III-34
A.Market Analysis III-34
Current and Future Analysis III-34
Issues and Trends III-34
Finance Industry Seeks Call Center Services III-34
An Important Hub III-34
Highly Fragmented Market III-35
EU Call Center Revenues - A Four Nation Show? III-35
Locational Parameters - Important Trends III-35
Priority Requirements III-36
High-Profile Locations III-36
Ireland, the Netherlands and the United Kingdom III-36
The Downside of the Success Story III-36
Alternate Regional Destinations III-37
Sub-regional Concept Rules Supreme III-37
Market Drivers III-37
Educated and Multilingual Workforce - An Advantage III-37
CRM Technologies Herald Evolution of Multimedia Contact
Centers III-38
Rise in Internet and e-Commerce Spells Growth for Web-based
Call Centers III-38
Market Trends III-38
Growth Moves to Small & Suburban Towns III-38
Call centers Grow Techno-centric III-38
Competition - Having it the Customer’s way III-39
Outsourced Call Center Agent Positions on the Rise III-39
Internet-Call Center Integration Takes Wings in Europe III-40
Multimedia Contact Centers Spring up in Unexploited Markets III-40
Technology Trends III-41
Voice over IP - Preferred Medium in Web-based Call Centers III-41
Speech Recognition Technologies Hold Promising Potential III-41
CTI - The New Buzz Word on the Rounds III-41
Vertical Industry Highlights III-42
Leading Call Center Revenue Earners III-42
Banks and Insurance Step up the Gas on Call Center Usage III-42
Banks III-42
Insurance Companies III-42
B.Market Analytics III-43
Table 17: European Recent Past, Current and Future Analysis
for Call Centers by Geographic Region - France, Germany,
Italy, UK, Spain, Russia, The Netherlands, Ireland, Sweden
and Rest of Europe Markets with Annual Service Revenues in
US$ Million for Years 2010 through 2018 (includes
corresponding Graph/Chart) III-43

Table 18: European Historic Review for Call Centers by
Geographic Region - France, Germany, Italy, UK, Spain,
Russia, The Netherlands, Ireland, Sweden and Rest of Europe
Markets with Annual Service Revenues in US$ Million for
Years 2004 through 2009 (includes corresponding Graph/Chart) III-44

Table 19: European 15-Year Perspective for Call Centers by
Geographic Region - Percentage Breakdown of Service Revenues
for France, Germany, Italy, UK, Spain, Russia, The
Netherlands, Ireland, Sweden and Rest of Europe Markets for
Years 2004, 2011 & 2018 (includes corresponding Graph/Chart) III-45

4a. FRANCE III-46
A.Market Analysis III-46
Current and Future Analysis III-46
A Leading West European Call Center Market III-46
Home Banking & Finance Sectors Drive Call Center Growth III-46
Table 20: French Call Centers Industry (2011): Percentage
Breakdown of Call Centers by Vertical Industry - Telecom,
Services, Finance/Banking/ Insurance, IT and Others
(includes corresponding Graph/Chart) III-47
Key Players III-47
B.Market Analytics III-48
Table 21: French Recent Past, Current & Future Analysis for
Call Centers Market with Annual Service Revenues in US$
Million for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-48

Table 22: French Historic Review for Call Centers Market
with Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-49

4b. GERMANY III-50
A.Market Analysis III-50
Current and Future Analysis III-50
German Call Centers - An Introduction III-50
Issues and Trends III-50
Key Issues III-50
Stringent Labor Laws Restrict Rapid Growth III-50
Liberalization Opens Avenues for Overseas Players III-51
Stringent Regulatory Norms Set Up High Entry Barriers III-51
Market Trends III-51
Increased Use of Mobile Phones Restrict Web-Enabled Services III-51
ACD Systems - Promising Potential for Hardware Vendors III-52
Market Drivers III-52
Exceptionally High Standards of Customer Service III-52
Availability of Skilled and Relatively Low cost Labor III-52
Well-developed Infrastructure Facilities III-52
Strategic Corporate Development III-53
B.Market Analytics III-53
Table 23: German Recent Past, Current & Future Analysis for
Call Centers Market with Annual Service Revenues in US$
Million for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-53

Table 24: German Historic Review for Call Centers Market
with Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-54

4c. ITALY III-55
A.Market Analysis III-55
Current and Future Analysis III-55
B.Market Analytics III-55
Table 25: Italian Recent Past, Current & Future Analysis for
Call Centers Market with Annual Service Revenues in US$
Million for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-55

Table 26: Italian Historic Review for Call Centers Market
with Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-56

4d. THE UNITED KINGDOM III-57
A.Market Analysis III-57
Current and Future Analysis III-57
Largest and the Most Developed III-57
Financial Services Command More Share III-57
Issues and Trends III-58
UK Contact Center Industry - Growth Despite Adversities III-58
UK Companies Reverting to Domestic Call Centers III-58
Strategic Corporate Developments III-58
Key Players III-60
B.Market Analytics III-61
Table 27: UK Recent Past, Current & Future Analysis for Call
Centers Market with Annual Service Revenues in US$ Million
for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-61

Table 28: UK Historic Review for Call Centers Market with
Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-62

4e. SPAIN III-63
A.Market Analysis III-63
Current and Future Analysis III-63
Market Drivers III-63
Multilingual Workforce III-63
Government Initiatives III-64
B.Market Analytics III-64
Table 29: Spanish Recent Past, Current & Future Analysis for
Call Centers Market with Annual Service Revenues in US$
Million for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-64

Table 30: Spanish Historic Review for Call Centers Market
with Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-65

4f. RUSSIA III-66
A.Market Analysis III-66
Current and Future Analysis III-66
Issues and Trends III-66
Leading Call Center Investors III-66
Poor Telecom Infrastructure Continues to Impede Rapid
Market Growth III-66
Strategic Corporate Developments III-66
B.Market Analytics III-67
Table 31: Russian Recent Past, Current & Future Analysis for
Call Centers Market with Annual Service Revenues in US$
Million for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-67

Table 32: Russian Historic Review for Call Centers Market
with Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-68

4g. THE NETHERLANDS III-69
A.Market Analysis III-69
Current and Future Analysis III-69
Netherlands- Mature Call Center Market III-69
The “King of Benelux” Call Center Market III-69
Favorite Call Center Destination for Pan-European Operations III-69
Market Drivers III-70
Multilingual Workforce with a Diverse Cultural Background III-70
Availability of Formally Qualified Computer-Literate Labor III-70
Relatively Low Labor and Operational Costs III-71
Hassle-free Legal & Regulatory Framework III-71
No Bar on B2C and B2B Telemarketing Calls III-71
Widespread Consumer Acceptance to Products/Services via
Call Centers III-71
B.Market Analytics III-72
Table 33: The Netherlands Recent Past, Current & Future
Analysis for Call Centers Market with Annual Service
Revenues in US$ Million for Years 2010 through 2018
(includes corresponding Graph/Chart) III-72

Table 34: The Netherlands Historic Review for Call Centers
Market with Annual Service Revenues in US$ Million for Years
2004 through 2009 (includes corresponding Graph/Chart) III-73

4h. IRELAND III-74
A.Market Analysis III-74
Current and Future Analysis III-74
A Leading European Call Center Market III-74
Preferred Destination for US Players III-74
Large Educated Workforce Capable of Handling All Major
European Languages III-74
Relatively Low Costs of Employment III-75
Government Initiatives III-75
Issues & Trends III-75
A Maturing Market III-75
Increased Competition from Asian Nations III-75
Key Players III-76
B.Market Analytics III-77
Table 35: Irish Recent Past, Current & Future Analysis for
Call Centers Market with Annual Service Revenues in US$
Million for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-77

Table 36: Irish Historic Review for Call Centers Market with
Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-78

4i. SWEDEN III-79
A.Market Analysis III-79
Current and Future Analysis III-79
Ranked Among Evolving European Call Center Markets III-79
Market Drivers III-79
Relatively Low Labor Cost III-79
Availability of Educated and Internet-Savvy Workforce III-80
B.Market Analytics III-80
Table 37: Swedish Recent Past, Current & Future Analysis for
Call Centers Market with Annual Service Revenues in US$
Million for Years 2010 through 2018 (includes corresponding
Graph/Chart) III-80

Table 38: Swedish Historic Review for Call Centers Market
with Annual Service Revenues in US$ Million for Years 2004
through 2009 (includes corresponding Graph/Chart) III-81

4j. REST OF EUROPE III-82
A.Market Analysis III-82
Current and Future Analysis III