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Market Research Report
Emerging Contact Center Outsourcing Markets (Databook)
Published by
Datamonitor
Published
2006/08
Content info
Product code
DC44114
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CHAPTER 1 INTRODUCTION
What is this report about?
Catalyst
Methodology
Definitions
CHAPTER 2 MOROCCO
Contact center outsourcing in Morocco
CHAPTER 3 TUNISIA
Contact center outsourcing in Tunisia
CHAPTER 4 SOUTH AFRICA
Contact center outsourcing in South Africa
CHAPTER 5 CZECH REPUBLIC
Contact center outsourcing in the Czech Republic
CHAPTER 6 HUNGARY
Contact center outsourcing in Hungary
CHAPTER 7 POLAND
Contact center outsourcing in Poland
CHAPTER 8 RUSSIA
Contact center outsourcing in Russia
CHAPTER 9 LATVIA
Contact center outsourcing in Latvia
CHAPTER 10 LITHUANIA
Contact center outsourcing in Lithuania
CHAPTER 11 ESTONIA
Contact center outsourcing in Estonia
CHAPTER 12 ROMANIA
Contact center outsourcing in Romania
CHAPTER 13 BULGARIA
Contact center outsourcing in Bulgaria
CHAPTER 14 MALAYSIA
Contact center outsourcing in Malaysia
CHAPTER 15 SINGAPORE
Contact center outsourcing in Singapore
CHAPTER 16 HONG KONG
Contact center outsourcing in Hong Kong
CHAPTER 17 CHINA
Contact center outsourcing in China
CHAPTER 18 BRAZIL
Contact center outsourcing in Brazil
CHAPTER 19 CHILE
Contact center outsourcing in Chile
CHAPTER 20 ARGENTINA
Contact center outsourcing in Argentina
CHAPTER 21 EGYPT
Contact center outsourcing in Egypt
APPENDIX
Futher readings in this series
SPP writing team
List of Tables
Table 1: Contact Center definitions
Table 2: Total Morocco outsourced agent positions (000s) 2005 - 2010
Table 3: Vertical distribution of offshore outsourced APs (000s) in Morocco 2005 - 2010
Table 4: Vertical distribution of domestic outsourced APs (000s) in Morocco 2005 - 2010
Table 5: Outsourced offshore APs (000s) in Morocco by contact center sizeband 2005 - 2010
Table 6: Outsourced domestic APs (000s) in Morocco by contact center sizeband 2005 - 2010
Table 7: Geographic markets served by Morocco outsourced APs 2005 - 2010
Table 8: Total Tunisia outsourced agent positions (000s)2005 - 2010
Table 9: Vertical distribution of offshore outsourced APs (000s) in Tunisia 2005 - 2010
Table 10: Vertical distribution of domestic outsourced APs (000s) in Tunisia 2005 - 2010
Table 11: Outsourced offshore APs (000s) in Tunisia by contact center sizeband 2005 - 2010
Table 12: Outsourced domestic APs (000s) in Tunisia by contact center sizeband 2005 - 2010
Table 13: Geographic markets served by Tunisia outsourced APs 2005 - 2010
Table 14: Total South Africa outsourced agent positions (000s) 2005 - 2010
Table 15: Vertical distribution of offshore outsourced APs (000s) in South Africa 2005 - 2010
Table 16: Vertical distribution of domestic outsourced APs (000s) in South Africa 2005 - 2010
Table 17: Outsourced offshore APs (000s) in South Africa by contact center sizeband 2005 - 2010
Table 18: Outsourced domestic APs (000s) in South Africa by contact center sizeband 2005 - 2010
Table 19: Geographic markets served by South Africa outsourced APs 2005 - 010
Table 20: Total Czech Republic outsourced agent positions (000s) 2005 - 2010
Table 21: Vertical distribution of offshore outsourced APs (000s) in Czech Republic 2005 - 2010
Table 22: Vertical distribution of domestic outsourced APs (000s) in Czech Republic 2005 - 2010
Table 23: Outsourced offshore APs (000s) in Czech Republic by contact center sizeband 2005 - 2010
Table 24: Outsourced domestic APs (000s) in Czech Republic by contact center sizeband 2005 - 2010
Table 25: Geographic markets served by Czech Republic outsourced APs 2005 - 2010
Table 26: Total Hungary outsourced agent positions (000s) 2005 - 2010
Table 27: Vertical distribution of offshore outsourced APs (000s) in Hungary 2005 - 2010
Table 28: Vertical distribution of domestic outsourced APs (000s) in Hungary 2005 - 2010
Table 29: Outsourced offshore APs (000s) in Hungary by contact center sizeband 2005 - 2010
Table 30: Outsourced domestic APs (000s) in Hungary by contact center sizeband 2005 - 2010
Table 31: Geographic markets served by Hungary outsourced APs 2005 - 2010
Table 32: Total Poland outsourced agent positions (000s) 2005 - 2010
Table 33: Vertical distribution of offshore outsourced APs (000s) in Poland 2005 - 2010
Table 34: Vertical distribution of domestic outsourced APs (000s) in Poland 2005 - 2010
Table 35: Outsourced offshore APs (000s) in Poland by contact center sizeband 2005 - 2010
Table 36: Outsourced domestic APs (000s) in Poland by contact center sizeband 2005 - 2010
Table 37: Geographic markets served by Poland outsourced APs 2005 - 2010
Table 38: Total Russia outsourced agent positions (000s) 2005 - 2010
Table 39: Vertical distribution of offshore outsourced APs (000s) in Russia 2005 - 2010
Table 40: Vertical distribution of domestic outsourced APs (000s) in Russia 2005 - 2010
Table 41: Outsourced offshore APs (000s) in Russia by contact center sizeband 2005 - 2010
Table 42: Outsourced domestic APs (000s) in Russia by contact center sizeband 2005 - 2010
Table 43: Geographic markets served by Russia outsourced APs 2005 - 2010
Table 44: Total Latvia outsourced agent positions (000s) 2005 - 2010
Table 45: Vertical distribution of offshore outsourced APs (000s) in Latvia 2005 - 2010
Table 46: Vertical distribution of domestic outsourced APs (000s) in Latvia 2005 - 2010
Table 47: Outsourced offshore APs (000s) in Latvia by contact center sizeband 2005 - 2010
Table 48: Outsourced domestic APs (000s) in Latvia by contact center sizeband 2005 - 2010
Table 49: Geographic markets served by Latvia outsourced APs 2005 - 2010
Table 50: Total Lithuania outsourced agent positions (000s) 2005 - 2010
Table 51: Vertical distribution of offshore outsourced APs (000s) in Lithuania 2005 - 2010
Table 52: Vertical distribution of domestic outsourced APs (000s) in Lithuania 2005 - 2010
Table 53: Outsourced offshore APs (000s) in Lithuania by contact center sizeband 2005 - 2010
Table 54: Outsourced domestic APs (000s) in Lithuania by contact center sizeband 2005 - 2010
Table 55: Geographic markets served by Lithuania outsourced APs 2005 - 2010
Table 56: Total Estonia outsourced agent positions (000s) 2005 - 2010
Table 57: Vertical distribution of offshore outsourced APs (000s) in Estonia 2005 - 2010
Table 58: Vertical distribution of domestic outsourced APs (000s) in Estonia 2005 - 2010
Table 59: Outsourced offshore APs (000s) in Estonia by contact center sizeband 2005 - 2010
Table 60: Outsourced domestic APs (000s) in Estonia by contact center sizeband 2005 - 2010
Table 61: Geographic markets served by Estonia outsourced APs 2005 - 2010
Table 62: Total Romania outsourced agent positions (000s) 2005 - 2010
Table 63: Vertical distribution of offshore outsourced APs (000s) in Romania 2005 - 2010
Table 64: Vertical distribution of domestic outsourced APs (000s) in Romania 2005 - 2010
Table 65: Outsourced offshore APs (000s) in Romania by contact center sizeband 2005 - 2010
Table 66: Outsourced domestic APs (000s) in Romania by contact center sizeband 2005 - 2010
Table 67: Geographic markets served by Romania outsourced APs 2005 - 2010
Table 68: Total Bulgaria outsourced agent positions (000s) 2005 - 2010
Table 69: Vertical distribution of offshore outsourced APs (000s) in Bulgaria 2005 - 2010
Table 70: Vertical distribution of domestic outsourced APs (000s) in Bulgaria 2005 - 2010
Table 71: Outsourced offshore APs (000s) in Bulgaria by contact center sizeband 2005 - 2010
Table 72: Outsourced domestic APs (000s) in Bulgaria by contact center sizeband 2005 - 2010
Table 73: Geographic markets served by Bulgaria outsourced APs 2005 - 2010
Table 74: Total Malaysia outsourced agent positions (000s) 2005 - 2010
Table 75: Vertical distribution of offshore outsourced APs (000s) in Malaysia 2005 - 2010
Table 76: Vertical distribution of domestic outsourced APs (000s) in Malaysia 2005 - 2010
Table 77: Outsourced offshore APs (000s) in Malaysia by contact center sizeband 2005 - 2010
Table 78: Outsourced domestic APs (000s) in Malaysia by contact center sizeband 2005 - 2010
Table 79: Geographic markets served by Malaysia outsourced APs 2005 - 2010
Table 80: Total Singapore outsourced agent positions (000s) 2005 - 2010
Table 81: Vertical distribution of offshore outsourced APs (000s) in Singapore 2005 - 2010
Table 82: Vertical distribution of domestic outsourced APs (000s) in Singapore 2005 - 2010
Table 83: Outsourced offshore APs (000s) in Singapore by contact center sizeband 2005 - 2010
Table 84: Outsourced domestic APs (000s) in Singapore by contact center sizeband 2005 - 2010
Table 85: Geographic markets served by Singapore outsourced APs 2005 - 2010
Table 86: Total Hong Kong outsourced agent positions (000s) 2005 - 2010
Table 87: Vertical distribution of offshore outsourced APs (000s) in Hong Kong 2005 - 2010
Table 88: Vertical distribution of domestic outsourced APs (000s) in Hong Kong 2005 - 2010
Table 89: Outsourced offshore APs (000s) in Hong Kong by contact center sizeband 2005 - 2010
Table 90: Outsourced domestic APs (000s) in Hong Kong by contact center sizeband 2005 - 2010
Table 91: Geographic markets served by Hong Kong outsourced APs 2005 - 2010
Table 92: Total China outsourced agent positions (000s) 2005 - 2010
Table 93: Vertical distribution of offshore outsourced APs (000s) in China 2005 - 2010
Table 94: Vertical distribution of domestic outsourced APs (000s) in China 2005 - 2010
Table 95: Outsourced offshore APs (000s) in China by contact center sizeband 2005 - 2010
Table 96: Outsourced domestic APs (000s) in China by contact center sizeband 2005 - 2010
Table 97: Geographic markets served by China outsourced APs 2005 - 2010
Table 98: Total Brazil outsourced agent positions (000s) 2005 - 2010
Table 99: Vertical distribution of offshore outsourced APs (000s) in Brazil 2005 - 2010
Table 100: Vertical distribution of domestic outsourced APs (000s) in Brazil 2005 - 2010
Table 101: Outsourced offshore APs (000s) in Brazil by contact center sizeband 2005 - 2010
Table 102: Outsourced domestic APs (000s) in Brazil by contact center sizeband 2005 - 2010
Table 103: Geographic markets served by Brazil outsourced APs 2005 - 2010
Table 104: Total Chile outsourced agent positions (000s) 2005 - 2010
Table 105: Vertical distribution of offshore outsourced APs (000s) in Chile 2005 - 2010
Table 106: Vertical distribution of domestic outsourced APs (000s) in Chile 2005 - 2010
Table 107: Outsourced offshore APs (000s) in Chile by contact center sizeband 2005 - 2010
Table 108: Outsourced domestic APs (000s) in Chile by contact center sizeband 2005 - 2010
Table 109: Geographic markets served by Chile outsourced APs 2005 - 2010
Table 110: Total Argentina outsourced agent positions (000s) 2005 - 2010
Table 111: Vertical distribution of offshore outsourced APs (000s) in Argentina 2005 - 2010
Table 112: Vertical distribution of domestic outsourced APs (000s) in Argentina 2005 - 2010
Table 113: Outsourced offshore APs (000s) in Argentina by contact center sizeband 2005 - 2010
Table 114: Outsourced domestic APs (000s) in Argentina by contact center sizeband 2005 - 2010
Table 115: Geographic markets served by Argentina outsourced APs 2005 - 2010
Table 116: Total Egypt outsourced agent positions (000s) 2005 - 2010
Table 117: Vertical distribution of offshore outsourced APs (000s) in Egypt 2005 - 2010
Table 118: Vertical distribution of domestic outsourced APs (000s) in Egypt 2005 - 2010
Table 119: Outsourced offshore APs (000s) in Egypt by contact center sizeband 2005 - 2010
Table 120: Outsourced domestic APs (000s) in Egypt by contact center sizeband 2005 - 2010
Table 121: Geographic markets served by Egypt outsourced APs 2005 - 2010
List of Figures
Figure 1: Total Morocco outsourced agent positions 2005 - 2010
Figure 2: Vertical distribution of offshore outsourced APs in Morocco 2005 - 2010
Figure 3: Vertical distribution of domestic outsourced APs in Morocco 2005 - 2010
Figure 4: Outsourced offshore APs in Morocco by contact center sizeband 2005 - 2010
Figure 5: Outsourced domestic APs in Morocco by contact center sizeband 005 - 2010
Figure 6: Geographic markets served by Morocco outsourced APs 2005 - 2010
Figure 7: Total Tunisia outsourced agent positions 2005 - 2010
Figure 8: Vertical distribution of offshore outsourced APs in Tunisia 2005 - 2010
Figure 9: Vertical distribution of domestic outsourced APs in Tunisia 2005 - 2010
Figure 10: Outsourced offshore APs in Tunisia by contact center sizeband 2005 - 2010
Figure 11: Outsourced domestic APs in Tunisia by contact center sizeband 2005 - 2010
Figure 12: Geographic markets served by Tunisia outsourced APs 2005 - 2010
Figure 13: Total South Africa outsourced agent positions 2005 - 2010
Figure 14: Vertical distribution of offshore outsourced APs in South Africa 2005 - 2010
Figure 15: Vertical distribution of domestic outsourced APs in South Africa 2005 - 2010
Figure 16: Outsourced offshore APs in South Africa by contact center sizeband 2005 - 2010
Figure 17: Outsourced domestic APs in South Africa by contact center sizeband 2005 - 2010
Figure 18: Geographic markets served by South Africa outsourced APs 2005 - 2010
Figure 19: Total Czech Republic outsourced agent positions 2005 - 2010
Figure 20: Vertical distribution of offshore outsourced APs in Czech Republic 2005 - 2010
Figure 21: Vertical distribution of domestic outsourced APs in Czech Republic 2005 - 2010
Figure 22: Outsourced offshore APs in Czech Republic by contact center sizeband 2005 - 2010
Figure 23: Outsourced domestic APs in Czech Republic by contact center sizeband 2005 - 2010
Figure 24: Geographic markets served by Czech Republic outsourced APs 2005 - 2010
Figure 25: Total Hungary outsourced agent positions 2005 - 2010
Figure 26: Vertical distribution of offshore outsourced APs in Hungary 2005 - 2010
Figure 27: Vertical distribution of domestic outsourced APs in Hungary 2005 - 2010
Figure 28: Outsourced offshore APs in Hungary by contact center sizeband 2005 - 2010
Figure 29: Outsourced domestic APs in Hungary by contact center sizeband 2005 - 2010
Figure 30: Geographic markets served by Hungary outsourced APs 2005 - 2010
Figure 31: Total Poland outsourced agent positions 2005 - 2010
Figure 32: Vertical distribution of offshore outsourced APs in Poland 2005 - 2010
Figure 33: Vertical distribution of domestic outsourced APs in Poland 2005 - 2010
Figure 34: Outsourced offshore APs in Poland by contact center sizeband 2005 - 2010
Figure 35: Outsourced domestic APs in Poland by contact center sizeband 2005 - 2010
Figure 36: Geographic markets served by Poland outsourced APs 2005 - 2010
Figure 37: Total Russia outsourced agent positions 2005 - 2010
Figure 38: Vertical distribution of offshore outsourced APs in Russia 2005 - 2010
Figure 39: Vertical distribution of domestic outsourced APs in Russia 2005 - 2010
Figure 40: Outsourced offshore APs in Russia by contact center sizeband 2005 - 2010
Figure 41: Outsourced domestic APs in Russia by contact center sizeband 2005 - 2010
Figure 42: Geographic markets served by Russia outsourced APs 2005 - 2010
Figure 43: Total Latvia outsourced agent positions 2005 - 2010
Figure 44: Vertical distribution of offshore outsourced APs in Latvia 2005 - 2010
Figure 45: Vertical distribution of domestic outsourced APs in Latvia 2005 - 2010
Figure 46: Outsourced offshore APs in Latvia by contact center sizeband 2005 - 2010
Figure 47: Outsourced domestic APs in Latvia by contact center sizeband 2005 - 2010
Figure 48: Geographic markets served by Latvia outsourced APs 2005 - 2010
Figure 49: Total Lithuania outsourced agent positions 2005 - 2010
Figure 50: Vertical distribution of offshore outsourced APs in Lithuania 2005 - 2010
Figure 51: Vertical distribution of domestic outsourced APs in Lithuania 2005 - 2010
Figure 52: Outsourced offshore APs in Lithuania by contact center sizeband 2005 - 2010
Figure 53: Outsourced domestic APs in Lithuania by contact center sizeband 2005 - 2010
Figure 54: Geographic markets served by Lithuania outsourced APs 2005 - 2010
Figure 55: Total Estonia outsourced agent positions 2005 - 2010
Figure 56: Vertical distribution of offshore outsourced APs in Estonia 2005 - 2010
Figure 57: Vertical distribution of domestic outsourced APs in Estonia 2005 - 2010
Figure 58: Outsourced offshore APs in Estonia by contact center sizeband 2005 - 2010
Figure 59: Outsourced domestic APs in Estonia by contact center sizeband 2005 - 2010
Figure 60: Geographic markets served by Estonia outsourced APs 2005 - 2010
Figure 61: Total Romania outsourced agent positions 2005 - 2010
Figure 62: Vertical distribution of offshore outsourced APs in Romania 2005 - 2010
Figure 63: Vertical distribution of domestic outsourced APs in Romania 2005 - 2010
Figure 64: Outsourced offshore APs in Romania by contact center sizeband 2005 - 2010
Figure 65: Outsourced domestic APs in Romania by contact center sizeband 2005 - 2010
Figure 66: Geographic markets served by Romania outsourced APs 2005 - 2010
Figure 67: Total Bulgaria outsourced agent positions 2005 - 2010
Figure 68: Vertical distribution of offshore outsourced APs in Bulgaria 2005 - 2010
Figure 69: Vertical distribution of domestic outsourced APs in Bulgaria 2005 - 2010
Figure 70: Outsourced offshore APs in Bulgaria by contact center sizeband 2005 - 2010
Figure 71: Outsourced domestic APs in Bulgaria by contact center sizeband 2005 - 2010
Figure 72: Geographic markets served by Bulgaria outsourced APs 2005 - 2010
Figure 73: Total Malaysia outsourced agent positions 2005 - 2010
Figure 74: Vertical distribution of offshore outsourced APs in Malaysia 2005 - 2010
Figure 75: Vertical distribution of domestic outsourced APs in Malaysia 2005 - 2010
Figure 76: Outsourced offshore APs in Malaysia by contact center sizeband 2005 - 2010
Figure 77: Outsourced domestic APs in Malaysia by contact center sizeband 2005 - 2010
Figure 78: Geographic markets served by Malaysia outsourced APs 2005 - 2010
Figure 79: Total Singapore outsourced agent positions 2005 - 2010
Figure 80: Vertical distribution of offshore outsourced APs in Singapore 2005 - 2010
Figure 81: Vertical distribution of domestic outsourced APs in Singapore 2005 - 2010
Figure 82: Outsourced offshore APs in Singapore by contact center sizeband 2005 - 2010
Figure 83: Outsourced domestic APs in Singapore by contact center sizeband 2005 - 2010
Figure 84: Geographic markets served by Singapore outsourced APs 2005 - 2010
Figure 85: Total Hong Kong outsourced agent positions 2005 - 2010
Figure 86: Vertical distribution of offshore outsourced APs in Hong Kong 2005 - 2010
Figure 87: Vertical distribution of domestic outsourced APs in Hong Kong 2005 - 2010
Figure 88: Outsourced offshore APs in Hong Kong by contact center sizeband 2005 - 2010
Figure 89: Outsourced domestic APs in Hong Kong by contact center sizeband 2005 - 2010
Figure 90: Geographic markets served by Hong Kong outsourced APs 2005 - 2010
Figure 91: Total China outsourced agent positions 2005 - 2010
Figure 92: Vertical distribution of offshore outsourced APs in China 2005 - 2010
Figure 93: Vertical distribution of domestic outsourced APs in China 2005 - 2010
Figure 94: Outsourced offshore APs in China by contact center sizeband 2005 - 2010
Figure 95: Outsourced domestic APs in China by contact center sizeband 2005 - 2010
Figure 96: Geographic markets served by China outsourced APs 2005 - 2010
Figure 97: Total Brazil outsourced agent positions 2005 - 2010
Figure 98: Vertical distribution of offshore outsourced APs in Brazil 2005 - 2010
Figure 99: Vertical distribution of domestic outsourced APs in Brazil 2005 - 2010
Figure 100: Outsourced offshore APs in Brazil by contact center sizeband 2005 - 2010
Figure 101: Outsourced domestic APs in Brazil by contact center sizeband 2005 - 2010
Figure 102: Geographic markets served by Brazil outsourced APs 2005 - 2010
Figure 103: Total Chile outsourced agent positions 2005 - 2010
Figure 104: Vertical distribution of offshore outsourced APs in Chile 2005 - 2010
Figure 105: Vertical distribution of domestic outsourced APs in Chile 2005 - 2010
Figure 106: Outsourced offshore APs in Chile by contact center sizeband 2005 - 2010
Figure 107: Outsourced domestic APs in Chile by contact center sizeband 2005 - 2010
Figure 108: Geographic markets served by Chile outsourced APs 2005 - 2010
Figure 109: Total Argentina outsourced agent positions 2005 - 2010
Figure 110: Vertical distribution of offshore outsourced APs in Argentina 2005 - 2010
Figure 111: Vertical distribution of domestic outsourced APs in Argentina 2005 - 2010
Figure 112: Outsourced offshore APs in Argentina by contact center sizeband 2005 - 2010
Figure 113: Outsourced domestic APs in Argentina by contact center sizeband 2005 - 2010
Figure 114: Geographic markets served by Argentina outsourced APs 2005 - 2010
Figure 115: Total Egypt outsourced agent positions 2005 - 2010
Figure 116: Vertical distribution of offshore outsourced APs in Egypt 2005 - 2010
Figure 117: Vertical distribution of domestic outsourced APs in Egypt 2005 - 2010
Figure 118: Outsourced offshore APs in Egypt by contact center sizeband 2005 - 2010
Figure 119: Outsourced domestic APs in Egypt by contact center sizeband 2005 - 2010
Figure 120: Geographic markets served by Egypt outsourced APs 2005 - 2010
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