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CALL CENTERS - A GLOBAL STRATEGIC BUSINESS REPORT   

Research Abstract

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 2007 through 2015. A seven-year historic analysis is also provided for these markets. The report profiles 212 companies including many key and niche players such as 24/7Customer, Acumen Telecomunicaciones, Alliance Data Systems, Inc., APAC Customer Services, Inc., ATOS Origin, S.A., Avaya, Inc., British Telecom Northern Ireland, Convergys Corp, Datamatics Global Services Limited., Entel Call Center, EXL Service Holdings, Inc., Genpact, GTL Ltd., HCL BPO Services NI Ltd., IBM Daksh Business Process Services Pvt. Ltd., Inkfish Call Centers Limited, Merchants Limited, Plusoft Informatica, Quality Plus Callscan Australia Pty Ltd., Sitel, Stream International, Inc., Sykes Enterprises, Inc., Teleperformance SA, Touchbase, TRG Customer Solutions, Ventura Pvt Ltd., West Corporation, and Wipro Technologies Ltd. Market data and analytics are derived from primary and secondary research. Company profiles are mostly extracted from URL research and reported select online sources.

Code : MCP-1145
Price : $4950
Companies : 212
Pages : 908
Date : October 2010
Market Data Tables : 95

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 TABLE OF CONTENTS

  CALL CENTERS (Complete Report) Pages : 908   | $4950
 
  1. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS.......13 $295  
   Study Reliability and Reporting Limitations.......1  
   Disclaimers.......2  
   Data interpretation & reporting level.......3
Quantitative Techniques & Analytics.......3
Product Definitions and Scope of Study.......3
  
  2. INDUSTRY OVERVIEW........46 $495  
   Current and Future Analysis........41$100
   Down to the Basics – An Introduction........5
Call Centers - The Coming of Age........5
1$100
   Current Scenario: A Review........6
Cooling World Economy Sours Prospects for Call Centers........6
1$100
   Emerging Markets Although Hurting Stand Relatively Cushioned As Outsourcing
  Grows........7
1$100
   Recession Implications for Call Centers Business Models........8
Outlook........8
1$100
   Rising Focus on Investments and Tactics in 2011........9
1$100
  3. GLOBAL ISSUES AND TRENDS........1020 $1950  
   Key Issues........10
Cost Reduction & Efficiency Enhancements – Formulae for Survival & Growth........10
Cost Reductions – The Road to Success........10
Efficiency Enhancements – Vital Component........10
Human Resources – Ranking Above Technology........10
1$100
   General Industry Trends........11
From ‘Call’ Centers to ‘Contact’ Centers........11
Multiple Outsourced Call Centers – Order of the Day........11
From CRM to eRM – Multichannel Centers on the Rise........11
1$100
   CEM – A New Strategy or an Added Jargon?........12
Transformation from Cost Centers to Profit Centers........12
Rising Number of Home Agents........12
1$100
   Emergence of Web 2.0........13
Worldwide Call Center Capacity Spurt........13
Outsourcing – Dominating Segment........13
1$100
   Managing Multilingual Customers – CRM Comes to Aid........14
Complaints Handling – The Most Likely Outsourced Function........14
Cost Minimization Drives Call Centers to Low Wage Cities........14
1$100
   Product and Technology Trends........15
Key Technologies Driving Growth: VoIP and Open, Standards-Based Software........15
Transforming Call Centers Market – Need for Technological Adaptability........15
Evolving Database Technologies and Management Strategies........15
1$100
   The Emergence of Call Center 2.0........16
Innovations to Drive Profit Margins........16
1$100
   Benefits of Call Center 2.0........17
Technological Features of Call Center 2.0........17
1$100
   IP Contact Centers and UC to Register Robust Growth........18
Customer Support & Sales Force Automation Dominate Software Applications........18
1$100
   Table 1: World Call Centers Market (2006): Percentage Share Breakdown by Training Types -Soft Skills, Telephone Courtesy and Others (includes corresponding Graph/Chart)........19
Advent of Internet Technologies Revolutionizing Call Centers........19
VoIP – Fast Replacing Circuit-Switched Architectures........19
Integrated Services – Offering a Level Playing Field to Small-and Mid-Sized Players........19
1$350
   Speech Recognition Technologies Transform Agent Training........20
Web Sites and Call Centers – United They Thrive........20
Multi-site Call Routing Solutions - Popular with Large Global Firms........20
1$100
   Customer Routing Yet to Gain Significant Ground........21
Hosted or Networked Server-based Call Centers on the Rise........21
Virtual Hosted Call Center Market – High Potential in the Offing........21
1$100
   Voice-Driven CRM and VoiceXML Enlarge Scope for Customer Interactions........22
Voice-Driven CRM........22
Voice XML........22
1$100
   Help Desk and Call Center Companies Shift Solutions to Browser-based
  Architecture........23
Other Technology-Based Trends in Call Centers........23
Cost and Budgetary Trends........23
Telecommunication Costs Set for a Marginally Declining Trend........23
1$100
   Operational Costs and Budgets Continue to Expand........24
Operational Services and Telecom Related Costs Corner Lion’s Share........24
End Use Vertical Industry Trends........24
Financial Services and Distribution – The Outsourcing Area of Choice........24
1$100
   Banks Increasingly Perceive Call Center as a Sales and Service Point........25
Technology-Driven Banks Offering Service Enhancements at Contact Centers........25
Intelligent Call Routing........25
1$100
   Campaign Management Software........26
Integration of Call Centers and Bank Branches........26
Customer Differentiation........26
Insurance Companies Lead in Call Center Technology Absorption........26
1$100
   Global Trends In Offshore Call Center Location........27
Network Strategy – A Critical Component in selection of a New Destination........27
Global Outsourced Contact Center Market – An Overview........27
1$100
   Table 2: Leading Players in the World Outsourced Contact Center Market (2006): Percentage Breakdown of Sales Revenues for Convergys, Sitel, Teleperformance, Teletech,, West, Sykes, ICT Group and Others (includes corresponding Graph/Chart)........28

Table 3: Global Business Process Outsourcing Industry (2007): Percentage Share Breakdown by Destination Location (includes corresponding Graph/Chart)........28
1$350
   Table 4: Global Business Process Outsourcing Industry (2007): Average Salaries for Entry Level Positions for South Africa, Mexico, China, Egypt, India, and Philippines (includes corresponding Graph/Chart)........29
North American IP Contact Center Market........29
Benefits of IP Centers........29
Obstacles for IP Deployment........29
1$350
  4. CONCEPTUAL OVERVIEW........3015 $950  
   Functional Definition........30
Call Center Activities........30
Inbound Call Reception and Routing........30
Automated Inbound Call Routing........30
Advantages of Automated inbound call routing applications........30
1$100
   Outbound Telemarketing Call........31
Call Handling Time........31
Table 5: Global Call Centers Industry (2006): Call Handling Time (in seconds) for India, US, Canada, Spain, UK and Brazil (includes corresponding Graph/Chart)........31
Complaints Handling........31
1$350
   Customer Information Services / Help Desks........32
Debt Chasing........32
1$100
   Field Service Support........33
Field service and support activity advantages include........33
Classification on the Basis of Ownership........33
In-House Centers........33
Outsourced Call Centers........33
Service Bureau........33
1$100
   Classification on the basis of Operations........34
Inbound Call Centers........34
Outbound (Telemarketing) Centers........34
Nature of Services Offered........34
Consulting........34
Outsourcing........34
Training........34
Vendor Sales........34
1$100
   Consultant Training........35
Call Center Technologies-By Area of Application........35
Voice ........35
Telephone Switches (ACDs) and Voice Networks........35
Telephone Switches/Automated Call Distributors (ACDs)........35
Voice Networks........35
Voice Response Systems (IVR/VRU)........35
1$100
   Voice Response Unit (VRU)........36
Speech Recognition Technologies........36
Voice Over Internet Protocol (VoIP)........36
1$100
   Data........37
Workstations and Databases........37
Workstations........37
Database........37
Customer Relationship Management (CRM) Tools........37
CRM Tools........37
Enterprise CRM........37
1$100
   Mid-Market CRM........38
Customer Data Integration........38
Enterprise Analytics, Business Intelligence and Data Warehousing........38
Computer Telephony Integration (CTI)........38
Web........38
Website and E-mail........38
Website........38
1$100
   E-Mail........39
Web Integration (Text chat and Web Calls)........39
Web Chat........39
Web Call-back........39
Fully Integrated Unified Messaging System........39
Multimedia Technologies........39
1$100
   Systems........40
ACD Systems........40
Automatic Call Distributor (ACD)........40
Outbound System........40
Interactive Voice Response (IVR) Systems........40
1$100
   Advantages of employing IVR system include........41
Voice Messaging Systems........41
Simple Voice Message Broadcasting........41
Custom Voice Message Broadcasting........41
1$100
   Voice Message Broadcasting and Touchphone Response........42
Software........42
Workforce Management Software........42
Workforce Automation Software........42
1$100
   Sales Force Automation Software........43
For Sales Executives........43
For Sales Manager........43
1$100
   Customer Interaction Software........44
CTI Enabling Software........44
Call Monitoring Software........44
1$100
  5. VERTICAL END-USE INDUSTRIES........456 $950  
   Table 6: Worldwide Call Centers Market (2007): Percentage Breakdown of Call Center Spending by Major Vertical Markets - Financial Services, Telecommunications, Manufacturing, Transport and Others (includes corresponding Graph/Chart)........45
Telecommunications........45
1$350
   Financial Services (Inclusive of Banks and Insurance Firms)........46
Banks ........46
Banks Transform Call Centers for Organic Growth........46
Methodologies for Effective Cross Selling........46
1$100
   Insurance Firms........47
Hospitality........47
1$100
   Transportation........48
Healthcare........48
Manufacturing........48
1$100
   Retail and Distribution........49
Utilities........49
Outsourcing........49
1$100
   Table 7: Worldwide Call Centers Market (2007): Percentage Share Breakdown of Call Center Types by Areas of Operation - Customer Service and Support, Telesales/ Telemarketing, Customer Support & Sales, Collections, Billing & Other Payment Issues and Others (includes corresponding Graph/Chart)........50
1$350
  6. STRATEGIC INSIGHT........515 $395  
   Site Location Strategies........51
Introduction to Site Location........51
The Basics........51
Major Parameters in Site Location........51
Labor, Labor and Labor.........51
1$100
   Education........52
Infrastructure........52
Cost........52
Labor Costs........52
1$100
   Infrastructure and Technology Costs........53
Occupancy/Real estate Costs........53
Taxes ........53
Start-up Costs........53
Other Factors in Site Selection........53
1$100
   Cross-Media Centers’ – A Preview of Next Generation ‘Contact’ Strategies........54
Cross-Media Call Center Architecture........54
Queuing Architecture........54
Queue Engine........54
Contingency Strategies – Ensuring Business Continuity in a Disaster........54
Down Time Hurts in a Time-Sensitive Environment........54
1$100
   Business Continuity Plan – The Basics........55
Other Considerations While Drafting a Business Continuity Plan........55
1$100
  7. EVOLUTION OF THE NEW AGE CONTACT CENTERS........565 $395  
   CRM and Contact Centers – Two Worlds Apart........561$100
   The Contact Center Disharmony........57
Contact Centers in Defense........57
Complex Structural Setup........57
Hierarchical Reporting Structure........57
1$100
   Time to Realign Priorities........58
Evolution of the New Age Contact Centers: Critical Areas of Focus........58
1$100
   In Conclusion........59
The Modern Day Call Center........59
Technologies in Use in a New Age Setup........59
Skill-based Routing........59
Routing Strategies........59
1$100
   Types of Contacts in a Contact Center........60
1$100
  8. RELATED INDUSTRY DISCUSSION........61   
   Customer Experience Management........61
CEM – Leveraging Call Center Data with Decision Making........61
CEM as a Value Proposition........61
Proactive Problem Resolution........61
Delivering Marketing Feedback........61
1$100
   Enhanced Sales Closures........62
Risk Management........62
Workforce Management........62
1$100
  9. CALL CENTER CONSOLIDATION - WHETHER, WHY AND HOW........633 $295  
   Widely Dispersed Call Centers – A Rationale........631$100
   Motivators for Call center Consolidation........64
Costs of Scale........64
1$100
   A Review of Consolidation Activity........65
1$100
  10. PERTINENT REGULATORY ISSUES........66   
   Legal and Regulatory Framework........66
Predictive Dialing........66
Tring.. Tring Hello ! ??.?........66
The Preface to the Showdown........66
1$100
   Privacy Legislations........67
Federal Laws prohibits Sale of Consumer Health Data........67
Cell Phone Legislations Zap Outbound Calls?........67
1$100
  11. TECHNOLOGICAL BREAKTHROUGHS / INNOVATIONS........685 $395  
   Automatic Call Distributing (ACD) Products- From Standalone to Open and Networked
  Systems........68
Add-on/ACD Enhancement Products........68
ACD Message Boards........68
1$100
   Digital Announcers/Automated Attendants/ Fax-on-Demand........69
Digital Announcers........69
Automated Attendants........69
Fax-On-Demand........69
Dialing Platforms – The Advent of Call Blending........69
1$100
   Contact Management........70
Turnkey Solutions – Moving Onto PC/IP Platforms........70
CTI Technologies on the Anvil........70
CTI APIs and Middleware........70
Placing of Outbound Calls........70
Call Progress Detection........70
1$100
   Speech Recognition and Interactive Television Technologies........71
Internet / Web-enabling Technologies for Call Centers........71
1$100
   Developments in Web-Enabling Technology........72
Call-Through Technologies to Replace Call-Back and Text-Chat........72
1$100
  12. NEW PRODUCT/SERVICE INTRODUCTIONS........737 $595  
   Verizon Introduces Verizon VoIP Inbound........73
Step to Call Center Unveils Call Center Kit's Arabic Version........73
QualiPlex Software Introduces Unite PBX v2.0 and Unite Call Center v2.0........73
Shiftboard Launches Scheduling Solution........73
1$100
   Vodacom, Presence Technology and Inovo Introduces Call Center Service........74
SFR Business Team Unveils Pack Contact........74
Officescape Introduces Software for Call Centers........74
Vialinx Install On-Demand-Call Center Software of Five9........74
1$100
   Zeacom Launches Record and Evaluate Module........75
Chunghwa Forms joint Venture with Xiamen City's Government to Manage Call Center
  Business........75
Broadcore Commences Broadcore Call Center........75
1$100
   KUNNECT Introduces Hosted Call Center Solution........76
Tadiran Telecom Introduces Composit Contact Pro........76
Aspect Launches Aspect® Unified IPTM 6.6........76
The PerformanceEdge Group to Introduce Hiring and eLearning Solutions........76
1$100
   Aspect Software Introduces PerformanceEdgeTM and Aspect® Unified IPTM
  Solutions........77
Avaya Rolls Out new Customer Service Solutions Portfolios........77
1$100
   Avaya Unveils New Customer Service Applications........78
Avaya Introduces Avaya IP Softphone........78
Avaya Launches New Customer Service Call Box Solution........78
1$100
   Avaya Unveils Wireless Telephones........79
Oracle Launches Oracle Contact Centre Anywhere 8.1.1........79
AirAsia X Introduces Toll-free Number........79
1$100
  13. RECENT INDUSTRY ACTIVITY........8040 $2950  
   Teleperformance Acquires beCogent........80
Moshi Moshi Hotline and Mitsui Set-Up Call Center Business in Vietnam........80
Sykes Enterprises to Establish Call Center in Berlin........80
Teleperformance Initiates Costa Rican Call Center Operations........80
1$100
   Artfest International Sets Up Network Marketing Call Center........81
Stream Global Services Completes eTelecare Global Solutions Integration........81
Teleperformance Snaps Up Contact Center Services Provider Based in Turkey........81
CCT Group Snaps Up Interactive Response Technologies........81
1$100
   Sykes Enterprises Snaps Up ICT Group........82
Bharti Teletech and Avaya Enter into Agreement........82
One To One Contacts Enters into Contracts with TOT Public and State Railway of
  Thailand........82
Macquarie Telecom Group Establishes MacquarieHUB........82
1$100
   Telekom and AsissTT Establish New Customer Care Center........83
C3 to Establish Call Center in Idaho........83
Rollins Deploys Upgraded EDGE 2020 and Interaction Optimizer in Call Centers........83
Hinduja Global Solutions Took Over Careline Services........83
Sparsh BPO Services Signs Contract with Insurance Regulatory and Development
  Authority........83
1$100
   Lancaster Newspapers Opens Call Center........84
New York Daily News Deploys Five9 Virtual Call Center Software of Five9........84
Videotron and Ministere de l'Emploi et de la Solidarite Sociale to Open New Customer
  Contact Center in Gatineau........84
Sitel Expands Call Center in Tenn........84
1$100
   Aegis to Take Over Call Center of Sallie Mae in Texas........85
Pinnacle Security Upgrades Technology and Expands Call Center in Utah........85
Ctrip.com International Opens New Customer Care Center in Jiangsu........85
Ufone Opens New Customer Care Center in Lahore........85
Mortgage Contracting Services Introduces Call Center Service........85
Client Services Launches Call Center in Lenexa........85
1$100
   UP Power Launches Computerized Call Centre........86
Sales Focus Establishes Call Centre in Kansas........86
LiveOps Enters into Partnership with Keniks........86
Teleperformance to Establish Contact Center........86
1$100
   Oki Networks Improves Call Centre System........87
Hinduja Global Solutions Establishes Call Center in Iloilo........87
Servion Consolidates Call Centre Operations for Kotak Group........87
1$100
   Econet Starts Biggest Call Center........88
Allconnect Establishes New Sales Center in Virginia........88
CosmoCom and Tata Communications Enter into Partnership with S Tel........88
Gartner Magic Quadrant Includes Aegis for North American CRM Contact Center
  BPO........88
Lockheed Martin and U.S. Census Bureau Unveil Call Center in Utah........88
1$100
   Sales Focus Establishes Inside Sales Call Center........89
DYXnet Opens IP Call Center........89
Trustwave Set Up New Compliance Call Center........89
1$100
   Coolpad Introduces the First 3G Video Call Center........90
Cox Communication to Close the Roanoke Call Center........90
Noble Systems Acquires Liberation® Product line from TeleDirect International........90
1$100
   Noble Systems Acquires TouchStar Assets........91
Genesys Snaps Up SDE Software Development Engineering........91
Avaya Snaps Up Agile Software........91
1$100
   Advanis Snaps Up Itracks Call Center........92
Avaya to Unveil New Customer Service Solutions........92
LG Electronics Launches Call Center in Lebanon........92
1$100
   CNH Parts & Services Starts Operations at Technical Call-Center........93
Teleperformance India Begins Operations at New Contact Center in India........93
Affiliated Computer Services Snaps Up e-Services Group International........93
1$100
   Transcom to Establish Call Center in Philippines........94
Avaya Acquires Nortel Enterprise Solutions........94
Aspect Takes Over Assets of AIM Technology........94
1$100
   Dell to Take Over Perot Systems........951$100
   Colorado Springs Utilities Adopts Qwest Call Center Solution........96
Hero Group Purchases Dalglen BPO........96
Brasil Telecom to Start Call Center........96
Allsec Technologies Buys Kingdom Builders........96
1$100
   Genpact Acquires Citi Group's Call Centers........97
Cystelcom and eGain Solutions Enter into Partnership........97
IA Global Purchases Asia Premier Executive Suites........97
MindPearl to Set Up Contact Center........97
Trend Micro to Start New Contact Center........97
Tech Mahindra to Establish Contact Center........97
1$100
   Aspect Commences Technical Support Center........98
Kenya Revenue Authority to Start Integrated Tax Management System........98
iiNet Starts Contact Center........98
EDS Commences Multivendor Management........98
Tandberg to Start Help Desk Operations........98
BCR Asigurari Starts Call Center Service........98
1$100
   AT&T Sets Up Call Center........99
Yucheng Technologies to Establish Contact Center........99
GPS Industries Starts Support and Service Call Center........99
Allied Bank Signs Agreement with Telecard........99
Metro One Telecommunications Expands Contact Center Capacity........99
1$100
   Healthdirect Starts Medical Contact Center........100
Amazon to Open New Call Center........100
ETelecare Global Solutions to Start Call Center........100
Sri Lanka Telecom Expands Contact Center Network........100
SynXis Launches Asia Pacific Call Center........100
Salmat SalesForce Starts Contact Center........100
IBM Commences Regional Contact Center in Malaysia........100
1$100
   AAMI Starts New Contact Centre........101
Sitel to Establish Call Center........101
N.E.W. Customer Service Companies Commences Contact Center........101
Better Quality IT and Central Communication Merge........101
Trustmark Mutual Holding Purchases Health Contact Partners........101
Stratton Spain to Acquire Multienlace........101
1$100
   DIRECTV Starts Huntington Call Center........102
Amacore Group Takes Over US Health Benefits Group........102
TeleTech Holdings Signs Agreement with Major Technology Products Company........102
TeleTech Holdings Enters into Agreement with Major Mobile Communications
  Company........102
UCMS Group Signs Outsourcing Contract........102
Integrated Quality Technologies Acquires Durham Contact Centre........102
1$100
   Enghouse Systems Takes Over Envox Group........103
Stream Global Acquires El Salvador Contact Center of Dell........103
Eniro Finland Purchases Sentraali........103
GSI Commerce Signs Agreement with Innotrac........103
1$100
   arvato Takes Over Qualytel Teleservices........104
Convergys Acquires Intervoice........104
Aegis BPO Services Purchases Call Center Division of AOL........104
Salesforce.com Takes Over InStranet........104
1$100
   Vertical Thought Buys SOAdesk........105
Dnata Contact Purchases Share of Mindpearl Group........105
Appletree Answering Service Acquires Available Communications........105
Firstsource Solutions to Purchase Call Center Operations........105
1$100
   Silverline Technologies Takes Over OMDR........106
Orange to Take Back Call Centers........106
Tata Sky and Ubona Technologies Sign Agreement........106
TTE Signs Partnership Agreement with Alcatel-Lucent........106
1$100
   Guardian Capital Partners Acquires Stake in Corporate Call Center........107
DTAC Establishes Call Centre........107
H1 Communication to Purchase CCB Call Center Bolaget........107
Client Center Alliance Acquires Stake in SMST........107
1$100
   European Aeronautic Defence and Space Takes Over PlantCML........108
Paxys to Purchase Stake in Ubaldo Reidenbach........108
Genpact Partners with Austin Logistics........108
Genpact and Ceridian Corporation Sign Contract........108
1$100
   Affiliated Computer Services Takes Over Grupo Multivoice........109
Affiliated Computer Services and City of Riverside Sign Contract........109
Affiliated Computer Services Opens New Call Center Facility........109
Affiliated Computer Services Acquires Transportation Management Systems........109
1$100
   Affiliated Computer Services Signs Agreement with CompIQ Corporation........110
Affiliated Computer Services Takes Over Communications Development........110
Affiliated Computer Services Snaps Up Syan Holdings Limited........110
1$100
   Alliance Data Systems Corporation Inks Extension Agreement with The City of
  Austin........111
StarHub and APAC Customer Services Sign Agreement........111
Aspect Opens Customer Briefing Centers........111
Domino's Pizza Selects Avaya........111
1$100
   Callray Communications Offers Avaya Compliant Solutions........112
TNL Contax Forms TODO BPO e Soluções em Tecnologia........112
Convergys Renews Contract with Comcast........112
1$100
   Alcatel-Lucent and Convergys Sign Agreement........113
Convergys Acquires Shanghai Hong Xun Software........113
iiNet Authorizes Merchants to Establish and Operate Customer Service Center........113
PCI Constructs Unified Communications Contact Center........113
1$100
   Choice Hotels International Selects Sitel........114
Sitel to Start Customer Care Center........114
Sitel to Start Customer Care Facility in Erwin........114
Stellar Wins Tender Contract from Western Australian Electoral Commission........114
1$100
   Stellar Renews Contract with Simply Energy........115
Stellar Restaurant Solutions Bags Contract from Borriello Brothers........115
Stellar Signs Deal with the Ethan Group........115
1$100
   Stellar Signs Deal with Lake........116
Stream Holdings Merges with Global BPO........116
Sykes Enterprises Starts Contact Center within Denmark........116
1$100
   Teleperformance Signs Agreement with First Call........117
Teleperformance Divests Stake in Institut Supérieur du Marketing and Institut Du Call
  Center........117
TeleTech Holdings Bags Contract from the U.S. General Services Administration........117
Direct Alliance and EngagementHealth Enter into Agreement........117
1$100
   TeleTech Holdings and JNET Communications Enter into Agreement........118
Transcom WorldWide Bags Contract from BBVA........118
VoiceObjects Enters into Agreement with UCMS Solutions........118
Ventura to Rebrand........118
1$100
   Wipro BPO Enters into Partnership with AmBev........119
Wipro Technologies Starts Contact Center........119
TIVIT Merges with Telefutura........119
1$100
  14. FOCUS ON SELECT GLOBAL PLAYERS........1208 $595  
   24/7Customer (India)........120
Acumen Telecomunicaciones SA de CV (Mexico)........120
Alliance Data Systems, Inc. (US)........120
1$100
   APAC Customer Services, Inc. (US)........121
ATOS Origin, S.A. (France)........121
Avaya Inc. (US)........121
1$100
   BT Communications Ireland Limited (Ireland)........122
Convergys Corp. (US)........122
Datamatics Global Services Limited (India)........122
1$100
   Entel Call Center (Chile)........123
EXL Service Holdings, Inc. (US)........123
Genpact (India)........123
1$100
   GTL Ltd. (India)........124
HCL BPO Services NI Ltd........124
IBM Daksh Business Process Services Pvt. Ltd (India)........124
Inkfish Call Centers Limited (UK)........124
1$100
   Merchants Limited (UK)........125
Plusoft Informatica (Brazil)........125
Quality Plus Callscan Australia Pty Ltd. (Australia)........125
Sitel (US)........125
1$100
   Stream Global Services Inc. (US)........126
Sykes Enterprises, Inc. (US)........126
Teleperformance SA (France)........126
Touchbase (UK)........126
TRG Customer Solutions (US)........126
1$100
   Ventura Pvt Ltd (UK)........127
West Corporation (US)........127
Wipro Technologies Ltd (India)........127
1$100
  15. GLOBAL MARKET PERSPECTIVE........128   
   Table 8: World Recent Past, Current and Future Analysis for Call Centers by Geographic Region – US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of the World Markets Independently Analyzed with Annual Service Revenues in US$ Million for Years 2007 through 2015 (includes corresponding Graph/Chart)........1281$350
   Table 9: World Historic Review for Call Centers by Geographic Region – US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of the World Markets Independently Analyzed with Annual Service Revenues in US$ Million for Years 2000 through 2006 (includes corresponding Graph/Chart)........1291$350
   Table 10: 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 the World Markets for Years 2005, 2010 & 2015 (includes corresponding Graph/Chart)........130
1$350
  16. THE UNITED STATES........13114 $1995  
   A. Market Analysis........131
Overview........131
General Introduction........131
MNCs Chant the Outsourcing Mantra for Global Expansion........131
Outsourcing by Sector........131
Financial Services........131
Transportation Sector........131
1$100
   Distribution Sector........132
Telecommunication Sector........132
Insurance and Utilities........132
Current and Future Analysis........132
1$100
   Key Issues........133
Cost Reduction Continues to Dictate Outsourcing Decisions........133
Proximity to Headquarters – Prime Consideration for Site Selection........133
1$100
   Industry Trends........134
Call Centers – Getting Bigger and More Sophisticated........134
1$100
   Table 11: North American Call Centers Industry (2006-2008): Percentage Breakdown of Agents by In-House and Outsourced Positions (includes corresponding Graph/Chart)........135
Web-Enabled Call Centers Set to Outpace Conventional Ones........135
1$350
   Call Centers – A Major Employer........136
Workforce Turnover – On the Higher Side?........136
Outsourcing Adversely Affects US Call Center Jobs........136
Companies Emphasize on Quality of Customer Service........136
1$100
   Vertical Market Trends........137
Financial Services, Banks and Insurance Remain Leading Investors........137
Table 12: US Contact Centers Industry (2006): Percentage Breakdown of Call Centers by Vertical Industry for Retail and Distribution, Finance, Manufacturing, Services, Telecom, Public Services, IT, Outsourcing and Telemarketing and Others (includes corresponding Graph/Chart)........137
1$350
   Call Center Software Market in the US........138
Table 13: Contact Center Software Market in the US (2007): Percentage Breakdown of Revenues by Application for IVR Market, ACD Market, Quality/Recording, Outbound/Predictive Dialing, CTI Market and Workforce Management (includes corresponding Graph/Chart)........138
1$350
   Table 14: Leading Players in the US CRM Software Market (2006): Percentage Share Breakdown of Revenues for SAP, Siebel, Amdocs, Oracle, Dendrite and Others (includes corresponding Graph/Chart)........139
US Dominates Call Center Software Usage........139
US-based Vendors Dominate Global Call Center Software Market........139
Superior functionality is the New Customer Mantra for Software........139
IVR Set to Make Deeper Inroads into the Call Center Market........139
1$350
   Workforce Management Software Finds More Takers........140
Regulatory Issues in the US Industry........140
US Vs Europe – Safe Harbor and Effect on Call Centers........140
Safe Harbor – What it Entails........140
1$100
   Privacy Protection Policies – The Trans- Atlantic Divide........1411$100
   How ‘Safe’ is Safe Harbor?........142
Legal and Regulatory Framework........142
Insurance Call Centers in California to Employ Licensed Agents........142
DNC Registery........142
1$100
   Federal Laws prohibits Sale of Consumer Health Data........1431$100
   B. Market Analytics........144
Table 15: US Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015. (includes corresponding Graph/Chart)........144

Table 16: US Historic Review for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart)........144
1$350
  17. CANADA........1453 $595  
   A. Market Analysis........145
Current and Future Analysis........145
Favorable Exchange Rate Encourages Outsourcing Operations........145
Table 17: Canadian Call Center Industry (2006- 2008): Percentage Breakdown of Outsourced Agent Positions by Domestic and Offshore Locations (includes corresponding Graph/Chart)........145
1$350
   Availability of Large English-Speaking and Multilingual Talent Pools........146
Issues and Trends........146
Unsolicited Telemarketing – Canada Fights Back........146
Call Centers into Less Populous Towns........146
1$100
   B. Market Analytics........147
Table 18: Canadian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding Graph/Chart)........147

Table 19: Canadian Historic Review for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart)........147
1$350
  18. JAPAN........1482 $595  
   A. Market Analysis........148
Current and Future Analysis........148
B. Market Analytics........148
Table 20: Japanese Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding Graph/Chart)........148
1$350
   Table 21: Japanese Historic Review for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart)........149
1$350
  19. EUROPE........15013 $1450  
   A. Market Analysis........150
Current and Future Analysis........150
Issues and Trends........150
Finance Industry Seeks Call Center Services........150
An Important Hub........150
1$100
   Highly Fragmented Market........151
EU Call Center Revenues – A Four Nation Show?........151
1$100
   Locational Parameters – Important Trends........152
Priority Requirements........152
High-Profile Locations........152
Ireland, the Netherlands and the United Kingdom........152
The Downside of the Success Story........152
1$100
   Alternate Regional Destinations........153
Sub-regional Concept Rules Supreme........153
1$100
   Market Drivers........154
Educated and Multilingual Workforce – An Advantage........154
CRM Technologies Herald Evolution of Multimedia Contact Centers........154
Rise in Internet and e-Commerce Spells Growth for Web-based Call Centers........154
1$100
   Market Trends........155
Growth Moves to Small & Suburban Towns........155
Call centers Grow Techno-centric........155
1$100
   Competition – Having it the Customer’s way........156
Outsourced Call Center Agent Positions on the Rise........156
Internet-Call Center Integration Takes Wings in Europe........156
1$100
   Multimedia Contact Centers Spring up in Unexploited Markets........157
Technology Trends........157
Voice over IP – Preferred Medium in Web-based Call Centers........157
1$100
   Speech Recognition Technologies Hold Promising Potential........158
CTI – The New Buzz Word on the Rounds........158
1$100
   Vertical Industry Highlights........159
Leading Call Center Revenue Earners........159
Banks and Insurance Step up the Gas on Call Center Usage........159
Banks........159
Insurance Companies........159
1$100
   B. Market Analytics........160
Table 22: European Recent Past, Current and Future Analysis for Call Centers by Geographic Region – France, Germany, Italy, UK, Spain, Russia, The Netherlands, Ireland, Sweden and Rest of Europe Markets Independently Analyzed with Annual Service Revenues in US$ million for Years 2007 through 2015 (includes corresponding Graph/Chart)........160
1$350
   Table 23: European Historic Review for Call Centers by Geographic Region – France, Germany, Italy, UK, Spain, Russia, The Netherlands, Ireland, Sweden and Rest of Europe Markets Independently Analyzed with Annual Service Revenues in US$ million for Years 2000 through 2006 (includes corresponding Graph/Chart)........1611$350
   Table 24: European 11-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 2005, 2010 & 2015 (includes corresponding Graph/Chart)........162
1$350
  19a. FRANCE........1633 $595  
   A. Market Analysis........163
Current and Future Analysis........163
A Leading West European Call Center Market........163
Home Banking & Finance Sectors Drive Call Center Growth........163
1$100
   Table 25: French Call Centers Industry (2006): Percentage Breakdown of Industry Operations by Sector for Telecom, Services, Finance/Banking, Mass Distribution/Mail-Order, Insurance, IT and Others (includes corresponding Graph/Chart)........1641$350
   B. Market Analytics........165
Table 26: French Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding Graph/Chart)........165

Table 27: French Historic Review for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart)........165
1$350
  19b. GERMANY........1665 $595  
   A. Market Analysis........166
Current and Future Analysis........166
German Call Centers – An Introduction........166
1$100
   Table 28: German Call Centers Market (2006): Percentage Breakdown of Number of Companies by Sales Revenues (includes corresponding Graph/Chart)........167
Issues and Trends........167
Key Issues........167
Stringent Labor Laws Restrict Rapid Growth........167
Liberalization Opens Avenues for Overseas Players........167
1$350
   Stringent Regulatory Norms Set Up High Entry Barriers........168
Market Trends........168
Increased use of Mobile Phones Restrict Web- Enabled Services........168
ACD Systems – Promising Potential for Hardware Vendors........168
1$100
   Market Drivers........169
Exceptionally High Standards of Customer Service........169
Availability of Skilled and Relatively Low cost Labor........169
Well-developed Infrastructure Facilities........169
1$100
   B. Market Analytics........170
Table 29: German Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding Graph/Chart)........170

Table 30: German Historic Review for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart)........170
1$350
  19c. ITALY........1712 $595  
   A. Market Analysis........171
Current and Future Analysis........171
B. Market Analytics........171
Table 31: Italian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding graph/Chart)........171
1$350
   Table 32: Italian Historic Review for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart)........172
1$350
  19d. THE UNITED KINGDOM........1733 $495  
   A. Market Analysis........173
Current and Future Analysis........173
Largest and the Most Developed........173
1$100
   Financial Services Command More Share........174
Issues and Trends........174
UK Contact Center Industry – Growth Despite Adversities........174
UK Companies Reverting to Domestic Call Centers........174
1$100
   B. Market Analytics........175
Table 33: UK Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding Graph/Chart)........175

Table 34: UK Historic Review for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart)........175
1$350
  19e. SPAIN........1763 $595  
   A. Market Analysis........176
Current and Future Analysis........176
Market Drivers........176
Multilingual Workforce........176
1$100
   Government Initiatives........177
B. Market Analytics........177
Table 35: Spanish Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding Graph/Chart)........177
1$350
   Table 36: Spanish Review for Call Centers Market with Annual Service Revenues in US$ Million for Years 2000 through 2006 (includes corresponding Graph/Chart)........178
1$350
  19f. RUSSIA........1793 $595  
   A. Market Analysis........179
Overview - A Long Way to Go........179
Current and Future Analysis........179
Outlook-Not So Bleak After All........179
Issues and Trends........179
Leading Call Center Investors........179
Poor Telecom Infrastructure Continues to Impede Rapid Market Growth........179
1$100
   B. Market Analytics........180
Table 37: Russian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding Graph/Chart)........180
1$350
   Table 38: Russian Historic Review for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart)........181
1$350
  19g. THE NETHERLANDS........1825 $950  
   A. Market Analysis........182
Current and Future Analysis........182
Netherlands- Mature Call Center Market........182
The “King of Benelux” Call Center Market........182
Favorite Call Center Destination for Pan-European Operations........182
1$100
   Market Drivers........183
Multilingual Workforce with a Diverse Cultural Background........183
Availability of Formally Qualified Computer- Literate Labor........183
1$100
   Relatively Low Labor and Operational Costs........184
Hassle-free Legal & Regulatory Framework........184
No Bar on B2C and B2B Telemarketing Calls........184
1$100
   Widespread Consumer Acceptance to Products/ Services via Call Centers........185
B. Market Analytics........185
Table 39: The Netherlands Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding Graph/Chart)........185
1$350
   Table 40: The Netherlands Historic Review for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart)........186
1$350
  19h. IRELAND........1874 $595  
   A. Market Analysis........187
Current and Future Analysis........187
A Leading European Call Center Market........187
Preferred Destination for US Players........187
1$100
   Large Educated Workforce Capable of Handling All Major European Languages........188
Relatively Low Costs of Employment........188
Government Initiatives........188
Issues & Trends........188
A Maturing Market........188
1$100
   Increased Competition from Asian Nations........189
B. Market Analytics........189
Table 41: Irish Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding Graph/Chart)........189
1$350
   Table 42: Irish Historic Review for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart)........190
1$350
  19i. SWEDEN........1913 $595  
   A. Market Analysis........191
Current and Future Analysis........191
Ranked Among Evolving European Call Center Markets........191
Market Drivers........191
1$100
   Relatively Low Labor Cost........192
Availability of Educated and Internet-Savvy Workforce........192
B. Market Analytics........192
Table 43: Swedish Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding Graph/Chart)........192
1$350
   Table 44: Swedish Historic Review for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart)........193
1$350
  19j. REST OF EUROPE........1944 $395  
   A. Market Analysis........194
Current and Future Analysis........194
Major Regional Markets........194
Belgium........194
Regulatory Environment........194
Denmark........194
1$100
   Norway........195
Central and Eastern Markets........195
Hungary........195
Austria........195
1$100
   Finland........196
Poland........196
Czech Republic........196
1$100
   B. Market Analytics........197
Table 45: Rest of Europe Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding Graph/Chart)........197

Table 46: Rest of Europe Historic Review for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart)........197
1$350
  20. ASIA-PACIFI0C........1989 $1950  
   A. Market Analysis........198
Current and Future Analysis........198
The New Worldwide Call Center Hub........198
Contact Centers in Asia – An Introduction........198
1$100
   Table 47: Asian Call Centers Industry (2006): Average Employee Tenure (in Months) for Singapore, Korea, China, Philippines and India (includes corresponding Graph/Chart)........199

Table 48: Asian Contact Centers Industry (2007): Percentage Breakdown of Call Centers by Activity for Customer Service Centers, Outbound Sales, Technical Support, Inbound Sales and Others (includes corresponding Graph/Chart)........199

Table 49: Asian Call Centers Market (2007): Number of Call Center Seats for India, China, Philippines, Malaysia, Thailand and Singapore (includes corresponding Graph/Chart)........199
1$350
   Low Labor and Operational Costs Remain Trump Cards........200
Does Intense Competition Imply Unparalleled Customer Service?........200
Changing Scenario in Asian Contact Center Industry........200
1$100
   Contact Center Outsourcing........201
Asian Offshore Outsourcing Services: A Huge and Expanding Market.........201
Table 50: Asia Offshore Contact Center Outsourcing Market (2008): Percentage Share Breakdown by Key Source Country (includes corresponding Graph/Chart)........201
1$350
   Human Resources – Most Challenging Aspect........202
Table 51: Asian Call Center Industry (2007): Average Annual Pay (in US$) of Contact Center Agent in Singapore, Malaysia, Thailand, Philippines, India and China (includes corresponding Graph/Chart)........202

Table 52: Asian Contact Center Industry (2007): Percentage Breakdown of Expenditure on Labor, Technology, Telecommunications and Others (includes corresponding Graph/Chart)........202
1$350
   Transforming Technologies........203
Issues and Trends........203
Poor Telecom Infrastructure Hinders Rapid Growth........203
Internet-Call Center Integration Picks Up Momentum........203
1$100
   B. Market Analytics........204
Table 53: Asia-Pacific Recent Past, Current & Future Analysis for Call Centers by Geographic Region – Australia, China, India, Philippines, Singapore, and Rest of Asia-Pacific Markets Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding Graph/Chart)........204
1$350
   Table 54: Asia-Pacific Historic Review for Call Centers by Geographic Region –Australia, China, India, Philippines, Singapore, and Rest of Asia-Pacific Markets Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart)........2051$350
   Table 55: Asia-Pacific 11-Year Perspective for Call Centers by Geographic Region – Percentage Breakdown of Service Revenues for Australia, China, India, Philippines, Singapore, and Rest of Asia-Pacific Markets for Years 2005, 2010, and 2015 (includes corresponding Graph/Chart)........206
1$350
  20a. AUSTRALIA........2075 $950  
   A. Market Analysis........207
Overview........207
Current and Future Analysis........207
1$100
   Well-Educated High Caliber Workforce........208
Ideal location for 24/7 Call Center Services........208
Outsourced Call Center Industry........208
1$100
   Table 56: Market Share of Leading Players in Australian Outsourced Call Center Industry by Number of Seats (2006) - SLM/SalesForce, Teletech, Stellar, UCMS, Datacom, Customcall, and Others (includes corresponding Graph/Chart)........209
Outlook........209
Issues and Trends........209
High Workforce Turnover........209
1$350
   Call Centers Re-establish Focus on Inbound Customer Service........210
B. Market Analytics........210
Table 57: Australian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding Graph/Chart)........210
1$350
   Table 58: Australian Historic Review for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart)........211
1$350
  20b. CHINA........2123 $595  
   A. Market Analysis........212
Overview........212
Current and Future Analysis........212
Deregulation Triggers Rapid Progress........212
1$100
   Focus on Low-Cost Call Center Solutions........213
B. Market Analytics........213
Table 59: Chinese Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding Graph/Chart)........213
1$350
   Table 60: Chinese Historic Review for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart)........214
1$350
  20c. INDIA........21513 $1450  
   A. Market Analysis........215
Overview........215
Current and Future Analysis........215
Government Aid will Revive Inbound Call Center Industry........215
1$100
   Emergence of Indian BPOs – A Peek into History........216
Consolidation Paves the way........216
Outsourcing Drives Growth in Call Center Market........216
1$100
   India, Philippines Work Hand-In-Hand........217
Table 61: Indian Call Centers Industry (2006-2008): Percentage Breakdown of Outsourced Agent Positions by Domestic and Offshore Locations (includes corresponding Graph/Chart)........217

Table 62: Indian Call Centers Market (2007): Percentage Share Breakdown of Agent Positions by Vertical Markets - Outsourcing, Financial Services, Communications, Technology, Manufacturing, Logistics and Retail (includes corresponding Graph/Chart)........217
1$350
   Trends and Issues........218
The National Do-Not-Call Registry........218
Government Relaxes Legislation........218
Phone Calls Projected to Decline........218
1$100
   Table 63: Indian Call Centers Industry (2006): Percentage Breakdown of Enquiries by Communication Mode for Telephone, Email and SMS (includes corresponding Graph/Chart)........219
Market Drivers........219
Large Educated English-Speaking Work Pool........219
1$350
   Availability of Technical-savvy Labor........220
Relatively Low Labor and Operational Costs........220
Table 64: Call Center Services in India: Annual Cost Savings (2003) – India Vs US........220
1$350
   Specialization – Leading to Differentiation........221
Change – The Only Constant that Drives Growth........221
A Leading Market for IT-Enabled Services Outsourcing........221
Advantageous Time Zone for 24/7 Operations........221
1$100
   Call Center Jobs Held in High Esteem........222
Government Initiatives........222
1$100
   Key Issues........223
Unreliable Telecom Infrastructure........223
1$100
   Bandwidth – Dampen Customer Connectivity........224
Agent Training to Neutralize Indiscernible Accents........224
Lack of Seasoned Management with Adequate Call Center Experience........224
1$100
   Other Issues........225
Small Call Centers - Where the Action Is!........225
UK’s Blatant Opposition to Indian Outsourcing........225
Competitive Scenario........225
The Mood is Infectious Indian Majors Join the Bandwagon........225
1$100
   Top 15 3rd-party ITeS-BPO Companies in India (2004-2007): Ranked by
  Revenues........226
1$100
   B. Market Analytics........227
Table 65: Indian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding Graph/Chart)........227

Table 66: Indian Historic Review for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart)........227
1$350
  20d. PHILIPPINES........2286 $950  
   A. Market Analysis........228
Current and Future Analysis........228
Impact Of Recession........228
BPO – A New Avenue for Filipinos........228
1$100
   Favorable Factors for Philippines Contact Centers Market........229
A Fast Moving Call Center Market........229
1$100
   Table 67: The Philippines Call Center Industry (2006-2008): Percentage Breakdown of Outsourced Agent Positions by Domestic and Offshore Locations (includes corresponding Graph/Chart)........230

Table 68: Philippines Call Center Market (2001-2007): Breakup by Number of Seats (includes corresponding Graph/Chart)........230
Low Labor Costs Attract Overseas Players........230
1$350
   Call Centers Support Other Sectors........231
Companies Scour Non-Urban Locations for Call Centers........231
Table 69: Call Centers in the Philippines (2006): Percentage Breakdown of Number of Call Centers by Region for Metro Manila, Cebu, Iloilom Clark Ecozone and Others (includes corresponding Graph/Chart)........231
1$350
   Issues and Trends........232
Human Resource – A Barrier for Philippines Outsourcing Industry........232
1$100
   B. Market Analytics........233
Table 70: Philippines Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding Graph/Chart)........233

Table 71: Philippines Historic Review for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart)........233
1$350
  20e. SINGAPORE........2342 $595  
   A. Market Analysis........234
Current and Future Analysis........234
B. Market Analytics........234
Table 72: Singapore Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding Graph/Chart)........234
1$350
   Table 73: Singapore Historic Review for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart)........235
1$350
  20f. REST OF ASIA-PACIFIC........2363 $595  
   A. Market Analysis........236
Overview and Analysis........236
Current and Future Analysis........236
Key Markets........236
Malaysia........236
Pakistan – A Potential Market........236
1$100
   B. Market Analytics........237
Table 74: Rest of Asia-Pacific Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding Graph/Chart)........237
1$350
   Table 75: Rest of Asia-Pacific Historic Review for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart)........238
1$350
  21. LATIN AMERICA........2396 $1450  
   A. Market Analysis........239
Current and Future Analysis........239
A Growing Call Center Market........239
Table 76: Latin American Call Centers Industry (2006 & 2007): Percentage Breakdown of Agent Positions by Country for Brazil, Mexico, Argentina and Others (includes corresponding Graph/Chart)........239
1$350
   Intense Competition to Win Customers Driving Call Center Growth........240
Emerging Regions........240
1$100
   Table 77: Latin American Call Centers Industry (2006 & 2007): Percentage Breakdown of Call Center Numbers by Country for Brazil, Mexico, Argentina and Others (includes corresponding Graph/Chart)........2411$350
   B. Market Analytics........242
Table 78: Latin American Recent Past, Current & Future Analysis for Call Centers by Geographic Regions- Brazil, Mexico and Rest of Latin American Markets Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding Graph/Chart)........242
1$350
   Table 79: Latin American Historic Review for Call Centers by Geographic Regions- Brazil, Mexico and Rest of Latin American Markets Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart)........2431$350
   Table 80: Latin American 11-Year Perspective for Call Centers by Geographic Region – Percentage Breakdown of Service Revenues for Brazil, Mexico and Rest of Latin American Markets for Years 2005, 2010 & 2015 (includes corresponding Graph/Chart)........244
1$350
  21a. BRAZIL........2454 $950  
   A. Market Analysis........245
Current and Future Analysis........245
Leading Call Center Market in Latin America........245
Table 81: Brazilian Contact Centers Market (2009): Percentage Share Breakdown of Call Center Positions by State (includes corresponding Graph/Chart)........245
Changing Structure of Contact Center Industry........245
1$350
   Competition........246
Table 82: Brazilian Outsourced Call Center Industry (2005): Percentage Breakdown of Leading Call Centers by Revenue for Telefonica/Atento, Telemar/ Contax, CSU, ACS, Telefutura, Softway and Others (includes corresponding Graph/Chart)........246

Table 83: Brazilian Outsourced Call Center Industry (2005): Percentage Breakdown of Client Sector by Revenues for Financial, Service, Industrial, Technology, Telecom, Government and Others (includes corresponding Graph/Chart)........246
1$350
   B. Market Analytics........247
Table 84: Brazilian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding Graph/Chart)........247
1$350
   Table 85: Brazilian Historic Review for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart)........248
1$350
  21b. MEXICO........2494 $950  
   A. Market Analysis........249
Current and Future Analysis........249
An Emerging Call Center Hub........249
Call Center Infrastructure........249
1$100
   Regional Distribution of Call Centers........250
Table 86: Regional Distribution of Call Centers in Mexico (2006): Percentage Breakdown by Mexico City, Monterrey, Guadalajara, Tijuana and Others (includes corresponding Graph/Chart)........250

Table 87: Mexican Call Center Industry (2006-2008): Percentage Breakdown of Outsourced Agent Positions by Domestic and Offshore Locations (includes corresponding Graph/Chart)........250
Labor Issues........250
1$350
   B. Market Analytics........251
Table 88: Mexican Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding Graph/Chart)........251
1$350
   Table 89: Mexican Historic Review for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart)........252
1$350
  21c. REST OF LATIN AMERICA........2532 $395  
   A. Market Analysis........253
Overview and Outlook........253
Current and Future Analysis........253
Argentinean Contact Centers Industry - Highlights........253
Call Centers Market in Chile........253
1$100
   B. Market Analytics........254
Table 90: Rest of Latin America Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding Graph/Chart)........254

Table 91: Rest of Latin America Historic Review for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart)........254
1$350
  22. REST OF WORLD........2554 $595  
   A. Market Analysis........255
Current and Future Analysis........255
Caribbean – Emerging as a Major Call Center Destination........255
Multilingual Skills and Low Employment Costs Attract Global Players........255
Jamaica – Preferred Call Center Outsourcing Destination........255
1$100
   South Africa........256 1$100
   Table 92: South African Call Centers Industry (2006): Percentage Breakdown of Call Center Sites by Vertical Sector for Financial Services, Telecom, IT, Retail, Healthcare, Hospitality & Leisure, Utilities, Outsourcing and Others (includes corresponding Graph/Chart)........257
Western Cape Emerging as the Preferred Hub........257
Table 93: South African Call Centers Industry (2006): Percentage Breakdown of Call Center Sites by Province for Greater Johannesburg, Cape Town, Greater Durban, Pretoria and Others (includes corresponding Graph/Chart)........257
1$350
   B. Market Analytics........258
Table 94: Rest of World Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2007 through 2015 (includes corresponding Graph/Chart)........258

Table 95: Rest of World Historic Review for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2006 (includes corresponding Graph/Chart)........258
1$350
COMPETITION 634$995
  
Total Companies Profiled: 212 (including Divisions/Subsidiaries - 227)

Region/Country                 Players


The United States                 122  
Canada                              2
Japan                               3
Europe                             42
     France                        14
     Germany                        4
     The United Kingdom            14
     Spain                          1
     Rest of Europe                 9
Asia-Pacific (Excluding Japan)     42
Latin America                       9
Middle East                         5
caribbean                           2
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