Table of Contents
TABLE OF CONTENTS
OVERVIEW 1
CATALYST 1
SUMMARY 1
METHODOLOGY
2
TRENDS IN VERTICAL CONTACT CENTER OUTSSOURCING INVESTMENT TO 2012
(DATABOOK) 5
Introduction 5
Vertical contact center outsourcing
trends in Canada, 2006 - 2012 6
Vertical contact center outsourcing trends
in the USA, 2006 - 2012 8
Vertical contact center outsourcing trends in
Western Europe, 2006 - 2012 10
Vertical contact center outsourcing trends
in Central & Eastern Europe, 2006 - 2012 12
Vertical contact center
outsourcing trends in North Africa, 2006 -- 2012 14
Vertical contact
center outsourcing trends in Sub-Saharan Africa, 2006 -- 2012 16
Vertical
contact center outsourcing trends in India, 2006 -- 2012 18
Vertical
contact center outsourcing trends in the Philippines, 2006 -- 2012 20
Vertical contact center outsourcing trends in China, 2006 -- 2012 22
Vertical contact center outsourcing trends in Malaysia, 2006 -- 2012 24
Vertical contact center outsourcing trends in Australia / New Zealand, 2006 --
2012 26
Vertical contact center outsourcing trends in Mexico, 2006 -- 2012
28
Vertical contact center outsourcing trends in South America, 2006 --
2012 30
Vertical contact center outsourcing trends in Central America,
2006 -- 2012 32
APPENDIX 34
Further reading 34
Ask the analyst
34
Datamonitor consulting 34
Table 1: Vertical contact center
outsourcing trends in Canada, 2006 - 2012 7
Table 2: Vertical contact
center outsourcing trends in the USA, 2006 - 2012 9
Table 3: Vertical
contact center outsourcing trends in Western Europe, 2006 - 2012 11
Table
4: Vertical contact center outsourcing trends in Central & Eastern Europe,
2006 - 2012 13
Table 5: Vertical contact center outsourcing trends in
North Africa, 2006 - 2012 15
Table 6: Vertical contact center outsourcing
trends in Sub-Saharan Africa, 2006 - 2012 17
Table 7: Vertical contact
center outsourcing trends in India, 2006 - 2012 19
Table 8: Vertical
contact center outsourcing trends in the Philippines, 2006 - 2012 21
Table
9: Vertical contact center outsourcing trends in China, 2006 - 2012 23
Table 10: Vertical contact center outsourcing trends in Malaysia, 2006 - 2012
25
Table 11: Vertical contact center outsourcing trends in Australia / New
Zealand, 2006 - 2012 27
Table 12: Vertical contact center outsourcing
trends in Mexico, 2006 - 2012 29
Table 13: Vertical contact center
outsourcing trends in South America, 2006 - 2012 31
Table 14: Vertical
contact center outsourcing trends in Central America, 2006 - 2012 33
Figure 1: Vertical contact center outsourcing trends in Canada, 2006 - 2012
7
Figure 2: Vertical contact center outsourcing trends in the USA, 2006 -
2012 9
Figure 3: Vertical contact center outsourcing trends in Western
Europe, 2006 - 2012 11
Figure 4: Vertical contact center outsourcing
trends in Central & Eastern Europe, 2006 - 2012 13
Figure 5: Vertical
contact center outsourcing trends in North Africa, 2006 - 2012 15
Figure
6: Vertical contact center outsourcing trends in Sub-Saharan Africa, 2006 -
2012 17
Figure 7: Vertical contact center outsourcing trends in India,
2006 - 2012 19
Figure 8: Vertical contact center outsourcing trends in the
Philippines, 2006 - 2012 21
Figure 9: Vertical contact center outsourcing
trends in China, 2006 - 2012 23
Figure 10: Vertical contact center
outsourcing trends in Malaysia, 2006 - 2012 25
Figure 11: Vertical contact
center outsourcing trends in Australia / New Zealand, 2006 - 2012 27
Figure 12: Vertical contact center outsourcing trends in Mexico, 2006 - 2012
29
Figure 13: Vertical contact center outsourcing trends in South America,
2006 - 2012 31
Figure 14: Vertical contact center outsourcing trends in
Central America, 2006 - 2012 33
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