Contact Center Outsourcing Pricing (Databook)

Table of Contents

1.1 CATALYST 1
1.2 SUMMARY 1
1.3 METHODOLOGY 1
CHAPTER 2 ARGENTINA CCOS SERVICES 6
2.1 CCOS services in Argentina in comparison to other countries, 2006 6
2.2 Wage rates for inbound/outboud voice services in Argentina, 2006 7
2.3 Percentage share of different agent cost components in Argentina, 2006 10
CHAPTER 3 CANADA CCOS SERVICES 12
3.1 CCOS services in Canada in comparison to other countries, 2006 12
3.2 Wage rates for inbound/outboud voice services in Canada, 2006 13
3.3 Percentage share of different agent cost components in Canada, 2006 16
CHAPTER 4 CHILE CCOS SERVICES 18
4.1 CCOS services in Chile in comparison to other countries, 2006 18
4.2 Wage rates for inbound/outboud voice services in Chile, 2006 19
4.3 Percentage share of different agent cost components in Chile 22
CHAPTER 5 COSTA RICA CCOS SERVICES 24
5.1 CCOS services in Costa Rica in comparison to other countries, 2006 24
5.2 Wage rates for inbound/outboud voice services in Costa Rica, 2006 25
5.3 Percentage share of different agent cost components in Costa Rica, 2006 28
CHAPTER 6 CZECH REPUBLIC CCOS SERVICES 30
6.1 CCOS services in Czech Republic in comparison to other countries, 2006 30
6.2 Wage rates for inbound/outboud voice services in Czech Republic, 2006 31
6.3 Percentage share of different agent cost components in Czech Republic, 2006 34
CHAPTER 7 EGYPT CCOS SERVICES 36
7.1 CCOS services in Egypt in comparison to other countries, 2006 36
7.2 Wage rates for inbound/outboud voice services in Egypt, 2006 37
7.3 Percentage share of different agent cost components in Egypt, 2006 40
CHAPTER 8 FRANCE CCOS SERVICES 42
8.1 CCOS services in France in comparison to other countries, 2006 42
8.2 Wage rates for inbound/outboud voice services in France, 2006 43
8.3 Percentage share of different agent cost components in France, 2006 46
CHAPTER 9 GERMANY CCOS SERVICES 48
9.1 CCOS services in Germany in comparison to other countries, 2006 48
9.2 Wage rates for inbound/outboud voice services in Germany, 2006 49
9.3 Percentage share of different agent cost components in Germany, 2006 52
CHAPTER 10 INDIA CCOS SERVICES 54
10.1 CCOS services in India in comparison to other countries, 2006 54
10.2 Wage rates for inbound/outboud voice services in India, 2006 55
10.3 Percentage share of different agent cost components in India, 2006 58
CHAPTER 11 ITALY CCOS SERVICES 60
11.1 CCOS services in Italy in comparison to other countries, 2006 60
11.2 Wage rates for inbound/outboud voice services in Italy, 2006 61
11.3 Percentage share of different agent cost components in Italy, 2006 64
CHAPTER 12 KENYA CCOS SERVICES 66
12.1 CCOS services in Kenya in comparison to other countries, 2006 66
12.2 Wage rates for inbound/outboud voice services in Kenya, 2006 67
12.3 Percentage share of different agent cost components in Kenya, 2006 70
CHAPTER 13 MALAYSIA CCOS SERVICES 72
13.1 CCOS services in Malaysia in comparison to other countries, 2006 72
13.2 Wage rates for inbound/outboud voice services in Malaysia, 2006 73
13.3 Percentage share of different agent cost components in Malaysia, 2006 76
CHAPTER 14 MEXICO CCOS SERVICES 78
14.1 CCOS services in Mexico in comparison to other countries, 2006 78
14.2 Wage rates for inbound/outboud voice services in Mexico, 2006 79
14.3 Percentage share of different agent cost components in Mexico, 2006 82
CHAPTER 15 THE NETHERLANDS CCOS SERVICES 84
15.1 CCOS services in the Netherlands in comparison to other countries, 2006 84
15.2 Wage rates for inbound/outboud voice services in the Netherlands, 2006 85
15.3 Percentage share of different agent cost components in the Netherlands, 2006 88
CHAPTER 16 PANAMA CCOS SERVICES 90
16.1 CCOS services in Panama in comparison to other countries, 2006 90
16.2 Wage rates for inbound/outboud voice services in Panama, 2006 91
16.3 Percentage share of different agent cost components in Panama, 2006 94
CHAPTER 17 PHILIPPINES CCOS SERVICES 96
17.1 CCOS services in Philippines in comparison to other countries, 2006 96
17.2 Wage rates for inbound/outboud voice services in Philippines, 2006 97
17.3 Percentage share of different agent cost components in Philippines, 2006 100
CHAPTER 18 POLAND CCOS SERVICES 102
18.1 CCOS services in Poland in comparison to other countries, 2006 102
18.2 Wage rates for inbound/outboud voice services in Poland, 2006 103
18.3 Percentage share of different agent cost components in Poland, 2006 106
CHAPTER 19 SINGAPORE CCOS SERVICES 108
19.1 CCOS services in Singapore in comparison to other countries, 2006 108
19.2 Wage rates for inbound/outboud voice services in Singapore, 2006 109
19.3 Percentage share of different agent cost components in Singapore, 2006 112
CHAPTER 20 SOUTH AFRICA CCOS SERVICES 114
20.1 CCOS services in South Africa in comparison to other countries, 2006 114
20.2 Wage rates for inbound/outboud voice services in South Africa, 2006 115
20.3 Percentage share of different agent cost components in South Africa, 2006 118
CHAPTER 21 SPAIN CCOS SERVICES 120
21.1 CCOS services in Spain in comparison to other countries, 2006 120
21.2 Wage rates for inbound/outboud voice services in Spain 121
21.3 Percentage share of different agent cost components in Spain, 2006 124
CHAPTER 22 UK CCOS SERVICES 126
22.1 CCOS services in the UK in comparison to other countries, 2006 126
22.2 Wage rates for inbound/outboud voice services in the UK, 2006 127
22.3 Percentage share of different agent cost components in the UK, 2006 130
CHAPTER 23 US CCOS SERVICES 132
23.1 CCOS services in the US in comparison to other countries, 2006 132
23.2 Wage rates for inbound/outboud voice services in the US, 2006 133
23.3 Percentage share of different agent cost components in the US, 2006 136
CHAPTER 24 APPENDIX 138
24.1 Definitions 138
24.2 Further reading 138
24.3 Ask the analyst 138
24.4 Datamonitor consulting 138
List of Tables
Table 1: Wage rates for inbound voice services in Argentina, 2006 7
Table 2: Wage rates for outbound voice services in Argentina, 2006 8
Table 3: Wage rates for Team leader / Supervisor designation in Argentina, 2006 9
Table 4: Percentage share of different agent cost components in Argentina, 2006 11
Table 5: Wage rates for inbound voice services in Canada, 2006 13
Table 6: Wage rates for outbound voice services in Canada, 2006 14
Table 7: Wage rates for Team leader / Supervisor designation in Canada, 2006 15
Table 8: Percentage share of different agent cost components in Canada, 2006 17
Table 9: Wage rates for inbound voice services in Chile, 2006 19
Table 10: Wage rates for outbound voice services in Chile, 2006 20
Table 11: Wage rates for Team leader / Supervisor designation in Chile, 2006 21
Table 12: Percentage share of different agent cost components in Chile, 2006 23
Table 13: Wage rates for inbound voice services in Costa Rica, 2006 25
Table 14: Wage rates for outbound voice services in Costa Rica, 2006 26
Table 15: Wage rates for Team leader / Supervisor designation in Costa Rica, 2006 27
Table 16: Percentage share of different agent cost components in Costa Rica, 2006 29
Table 17: Wage rates for inbound voice services in Czech Republic, 2006 31
Table 18: Wage rates for outbound voice services in Czech Republic, 2006 32
Table 19: Wage rates for Team leader / Supervisor designation in Czech Republic, 2006 33
Table 20: Percentage share of different agent cost components in Czech Republic, 2006 35
Table 21: Wage rates for inbound voice services in Egypt, 2006 37
Table 22: Wage rates for outbound voice services in Egypt, 2006 38
Table 23: Wage rates for Team leader / Supervisor designation in Egypt, 2006 39
Table 24: Percentage share of different agent cost components in Egypt, 2006 41
Table 25: Wage rates for inbound voice services in France, 2006 43
Table 26: Wage rates for outbound voice services in France, 2006 44
Table 27: Wage rates for Team leader / Supervisor designation in France, 2006 45
Table 28: Percentage share of different agent cost components in France, 2006 47
Table 29: Wage rates for inbound voice services in Germany, 2006 49
Table 30: Wage rates for outbound voice services in Germany, 2006 50
Table 31: Wage rates for Team leader / Supervisor designation in Germany, 2006 51
Table 32: Percentage share of different agent cost components in Germany, 2006 53
Table 33: Wage rates for inbound voice services in India, 2006 55
Table 34: Wage rates for outbound voice services in India, 2006 56
Table 35: Wage rates for Team leader / Supervisor designation in India, 2006 57
Table 36: Percentage share of different agent cost components in India, 2006 59
Table 37: Wage rates for inbound voice services in Italy, 2006 61
Table 38: Wage rates for outbound voice services in Italy, 2006 62
Table 39: Wage rates for Team leader / Supervisor designation in Italy, 2006 63
Table 40: Percentage share of different agent cost components in Italy, 2006 65
Table 41: Wage rates for inbound voice services in Kenya, 2006 67
Table 42: Wage rates for outbound voice services in Kenya, 2006 68
Table 43: Wage rates for Team leader / Supervisor designation in Kenya, 2006 69
Table 44: Percentage share of different agent cost components in Kenya, 2006 71
Table 45: Wage rates for inbound voice services in Malaysia, 2006 73
Table 46: Wage rates for outbound voice services in Malaysia, 2006 74
Table 47: Wage rates for Team leader / Supervisor designation in Malaysia, 2006 75
Table 48: Percentage share of different agent cost components in Malaysia, 2006 77
Table 49: Wage rates for inbound voice services in Mexico, 2006 79
Table 50: Wage rates for outbound voice services in Mexico, 2006 80
Table 51: Wage rates for Team leader / Supervisor designation in Mexico, 2006 81
Table 52: Percentage share of different agent cost components in Mexico, 2006 83
Table 53: Wage rates for inbound voice services in the Netherlands, 2006 85
Table 54: Wage rates for outbound voice services in the Netherlands, 2006 86
Table 55: Wage rates for Team leader / Supervisor designation in the Netherlands, 2006 87
Table 56: Percentage share of different agent cost components in the Netherlands, 2006 89
Table 57: Wage rates for inbound voice services in Panama, 2006 91
Table 58: Wage rates for outbound voice services in Panama, 2006 92
Table 59: Wage rates for Team leader / Supervisor designation in Panama, 2006 93
Table 60: Percentage share of different agent cost components in Panama, 2006 95
Table 61: Wage rates for inbound voice services in Philippines, 2006 97
Table 62: Wage rates for Team leader / Supervisor designation in Philippines, 2006 98
Table 63: Wage rates for Team leader / Supervisor designation in Philippines, 2006 99
Table 64: Percentage share of different agent cost components in Philippines, 2006 101
Table 65: Wage rates for inbound voice services in Poland, 2006 103
Table 66: Wage rates for outbound voice services in Poland, 2006 104
Table 67: Wage rates for Team leader / Supervisor designation in Poland, 2006 105
Table 68: Percentage share of different agent cost components in Poland, 2006 107
Table 69: Wage rates for inbound voice services in Singapore, 2006 109
Table 70: Wage rates for outbound voice services in Singapore, 2006 110
Table 71: Wage rates for Team leader / Supervisor designation in Singapore, 2006 111
Table 72: Percentage share of different agent cost components in Singapore, 2006 113
Table 73: Wage rates for inbound voice services in South Africa, 2006 115
Table 74: Wage rates for outbound voice services in South Africa, 2006 116
Table 75: Wage rates for Team leader / Supervisor designation in South Africa, 2006 117
Table 76: Percentage share of different agent cost components in South Africa, 2006 119
Table 77: Wage rates for inbound voice services in Spain, 2006 121
Table 78: Wage rates for outbound voice services in Spain, 2006 122
Table 79: Wage rates for Team leader / Supervisor designation in Spain, 2006 123
Table 80: Percentage share of different agent cost components in Spain, 2006 125
Table 81: Wage rates for inbound voice services in the UK, 2006 127
Table 82: Wage rates for outbound voice services in the UK 128
Table 83: Wage rates for Team leader / Supervisor designation in the UK 129
Table 84: Percentage share of different agent cost components in the UK, 2006 131
Table 85: Wage rates for inbound voice services in the US, 2006 133
Table 86: Wage rates for outbound voice services in the US, 2006 134
Table 87: Wage rates for Team leader / Supervisor designation in the US, 2006 135
Table 88: Percentage share of different agent cost components in the US, 2006 137
List of Figures
Figure 1: Overview of price per agent per hour in Argentina in comparison to other countries, 2006 6
Figure 2: Wage rates for inbound voice services in Argentina, 2006 7
Figure 3: Wage rates for outbound voice services in Argentina, 2006 8
Figure 4: Percentage share of different agent cost components in Argentina, 2006 10
Figure 5: Overview of price per agent per hour in Canada in comparison to other countries, 2006 12
Figure 6: Wage rates for inbound voice services in Canada, 2006 13
Figure 7: Wage rates for outbound voice services in Canada, 2006 14
Figure 8: Percentage share of different agent cost components in Canada, 2006 16
Figure 9: Overview of price per agent per hour in Chile in comparison to other countries, 2006 18
Figure 10: Wage rates for inbound voice services in Chile, 2006 19
Figure 11: Wage rates for outbound voice services in Chile, 2006 20
Figure 12: Percentage share of different agent cost components in Chile, 2006 22
Figure 13: Overview of price per agent per hour in Costa Rica in comparison to other countries, 2006 24
Figure 14: Wage rates for inbound voice services in Costa Rica, 2006 25
Figure 15: Wage rates for outbound voice services in Costa Rica, 2006 26
Figure 16: Percentage share of different agent cost components in Costa Rica, 2006 28
Figure 17: Overview of price per agent per hour in Czech Republic in comparison to other countries, 2006 30
Figure 18: Wage rates for inbound voice services in Czech Republic, 2006 31
Figure 19: Wage rates for outbound voice services in Czech Republic, 2006 32
Figure 20: Percentage share of different agent cost components in Czech Republic, 2006 34
Figure 21: Overview of price per agent per hour in Egypt in comparison to other countries, 2006 36
Figure 22: Wage rates for inbound voice services in Egypt, 2006 37
Figure 23: Wage rates for outbound voice services in Egypt, 2006 38
Figure 24: Percentage share of different agent cost components in Egypt, 2006 40
Figure 25: Overview of price per agent per hour in France in comparison to other countries, 2006 42
Figure 26: Wage rates for inbound voice services in France, 2006 43
Figure 27: Wage rates for outbound voice services in France, 2006 44
Figure 28: Percentage share of different agent cost components in France, 2006 46
Figure 29: Overview of price per agent per hour in Germany in comparison to other countries, 2006 48
Figure 30: Wage rates for inbound voice services in Germany, 2006 49
Figure 31: Wage rates for outbound voice services in Germany, 2006 50
Figure 32: Percentage share of different agent cost components in Germany, 2006 52
Figure 33: Overview of price per agent per hour in India in comparison to other countries, 2006 54
Figure 34: Wage rates for inbound voice services in India, 2006 55
Figure 35: Wage rates for outbound voice services in India, 2006 56
Figure 36: Percentage share of different agent cost components in India, 2006 58
Figure 37: Overview of price per agent per hour in Italy in comparison to other countries, 2006 60
Figure 38: Wage rates for inbound voice services in Italy, 2006 61
Figure 39: Wage rates for outbound voice services in Italy, 2006 62
Figure 40: Percentage share of different agent cost components in Italy, 2006 64
Figure 41: Overview of price per agent per hour in Kenya in comparison to other countries, 2006 66
Figure 42: Wage rates for inbound voice services in Kenya, 2006 67
Figure 43: Wage rates for outbound voice services in Kenya, 2006 68
Figure 44: Percentage share of different agent cost components in Kenya, 2006 70
Figure 45: Overview of price per agent per hour in Malaysia in comparison to other countries, 2006 72
Figure 46: Wage rates for inbound voice services in Malaysia, 2006 73
Figure 47: Wage rates for outbound voice services in Malaysia, 2006 74
Figure 48: Percentage share of different agent cost components in Malaysia, 2006 76
Figure 49: Overview of price per agent per hour in Mexico in comparison to other countries, 2006 78
Figure 50: Wage rates for inbound voice services in Mexico, 2006 79
Figure 51: Wage rates for outbound voice services in Mexico, 2006 80
Figure 52: Percentage share of different agent cost components in Mexico, 2006 82
Figure 53: Overview of price per agent per hour in the Netherlands in comparison to other countries, 2006 84
Figure 54: Wage rates for inbound voice services in the Netherlands, 2006 85
Figure 55: Wage rates for outbound voice services in the Netherlands, 2006 86
Figure 56: Percentage share of different agent cost components in the Netherlands, 2006 88
Figure 57: Overview of price per agent per hour in Panama in comparison to other countries, 2006 90
Figure 58: Wage rates for inbound voice services in Panama, 2006 91
Figure 59: Wage rates for outbound voice services in Panama, 2006 92
Figure 60: Percentage share of different agent cost components in Panama, 2006 94
Figure 61: Overview of price per agent per hour in Philippines in comparison to other countries, 2006 96
Figure 62: Wage rates for inbound voice services in Philippines, 2006 97
Figure 63: Wage rates for outbound voice services in Philippines, 2006 98
Figure 64: Percentage share of different agent cost components in Philippines, 2006 100
Figure 65: Overview of price per agent per hour in Poland in comparison to other countries, 2006 102
Figure 66: Wage rates for inbound voice services in Poland, 2006 103
Figure 67: Wage rates for outbound voice services in Poland, 2006 104
Figure 68: Percentage share of different agent cost components in Poland, 2006 106
Figure 69: Overview of price per agent per hour in Singapore in comparison to other countries, 2006 108
Figure 70: Wage rates for inbound voice services in Singapore, 2006 109
Figure 71: Wage rates for outbound voice services in Singapore, 2006 110
Figure 72: Percentage share of different agent cost components in Singapore, 2006 112
Figure 73: Overview of price per agent per hour in South Africa in comparison to other countries, 2006 114
Figure 74: Wage rates for inbound voice services in South Africa, 2006 115
Figure 75: Wage rates for outbound voice services in South Africa, 2006 116
Figure 76: Percentage share of different agent cost components in South Africa, 2006 118
Figure 77: Overview of price per agent per hour in Spain in comparison to other countries, 2006 120
Figure 78: Wage rates for inbound voice services in Spain, 2006 121
Figure 79: Wage rates for outbound voice services in Spain, 2006 122
Figure 80: Percentage share of different agent cost components in Spain, 2006 124
Figure 81: Overview of price per agent per hour in the UK in comparison to other countries, 2006 126
Figure 82: Wage rates for inbound voice services in the UK, 2006 127
Figure 83: Wage rates for outbound voice services in the UK 128
Figure 84: Percentage share of different agent cost components in the UK, 2006 130
Figure 85: Overview of price per agent per hour in the US in comparison to other countries, 2006 132
Figure 86: Wage rates for inbound voice services in the US, 2006 133
Figure 87: Wage rates for outbound voice services in the US, 2006 134
Figure 88: Percentage share of different agent cost components in the US, 2006 136