Call Centers

Table of Contents

I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS

• Study Reliability and Reporting Limitations
• Disclaimers
• Data interpretation & reporting level
• Quantitative Techniques & Analytics
• Product Definitions and Scope of Study

II. EXECUTIVE SUMMARY

1. Industry Overview

• Down to the Basics - An Introduction
• Global Call Centers Industry - Snapshots

2. Call Centers - An Outlook

• Call Centers - The Coming of Age …
• Current and Future Analysis
• Table 1: World Market for Call Centers (2000-2010): Geographic Regions Ranked by Growth - Asia-Pacific, Latin America, Canada, Japan, Europe, US and Rest of World (includes corresponding Graph/Chart)

3. Global Issues and Trends

• Key Issues
• Cost Reduction & Efficiency Enhancements - Formulae for Survival & Growth
• Cost Reductions - The Road to Success
• Efficiency Enhancements - Vital Component
• Human Resources - Ranking Above Technology
• General Industry Trends
• From ‘Call’ Centers to ‘Contact’ Centers
• Multiple Outsourced Call Centers - Order of the Day
• From CRM to eRM - Multichannel Centers on the Rise…
• CEM - A New Strategy or an Added Jargon?
• Transformation from Cost Centers to Profit Centers
• Worldwide Call Center Capacity Spurt
• Table 2:World Recent Past, Current and Future Analysis for Call Centers by Select Geographic Regions - US, Canada, EMEA (Europe, Middle East and Africa), Asia-Pacific (including Japan), and Latin America Markets Independently Analyzed for the Years 2003 through 2008 (includes corresponding Graph/Chart)
• Outsourcing - Dominating Segment
• Managing Multilingual Customers - CRM Comes to Aid…
• Complaints Handling - The Most Likely Outsourced Function
• Employment Trends
• Call Centers - The Fastest Growing Employer
• Table 3: Number of Agents in Call Centers by Select Geographic Regions - US, Canada, EMEA (Europe, Middle East and Africa), Asia-Pacific (including Japan), and Latin America for the Years 2003 through 2008 (In Thousands) (includes corresponding Graph/Chart)
• Table 4: Global Call Center Industry (2006): Employee Turnover Rate (in %) for India, Ireland, Israel, US, Brazil, UK and Poland (includes corresponding Graph/Chart)
• Cost Minimization Drives Call Centers to Low Wage Cities
• Product and Technology Trends
• Key Technologies Driving Growth: VoIP and Open, Standards-Based Software
• Transforming Call Centers Market - Need for Technological Adaptability
• Evolving Database Technologies and Management Strategies
• The Emergence of Call Center 2.0
• Innovations to Drive Profit Margins
• Benefits of Call Center 2.0
• Technological Features of Call Center 2.0
• IP Contact Centers and UC to Register Robust Growth
• Customer Support & Sales Force Automation Dominate Software Applications
• Table 5: World Call Centers Market (2006): Percentage Share Breakdown by Training Types -Soft Skills, Telephone Courtesy and Others (includes corresponding Graph/Chart)
• Advent of Internet Technologies Revolutionizing Call Centers
• VoIP - Fast Replacing Circuit-Switched Architectures
• Integrated Services - Offering a Level Playing Field to Small-and Mid-Sized Players
• Speech Recognition Technologies Transform Agent Training
• Web Sites and Call Centers - United They Thrive
• Multi-site Call Routing Solutions - Popular with Large Global Firms
• Customer Routing Yet to Gain Significant Ground
• Hosted or Networked Server-based Call Centers on the Rise
• Virtual Hosted Call Center Market - High Potential in the Offing
• Voice-Driven CRM and VoiceXML Enlarge Scope for Customer Interactions
• Voice-Driven CRM
• Voice XML
• Help Desk and Call Center Companies Shift Solutions to Browser-based Architecture
• Other Technology-Based Trends in Call Centers
• Cost and Budgetary Trends
• Telecommunication Costs Set for a Marginally Declining Trend
• Operational Costs and Budgets Continue to Expand
• Operational Services and Telecom Related Costs Corner Lion’s Share
• End Use Vertical Industry Trends
• Financial Services and Distribution - The Outsourcing Area of Choice
• Banks Increasingly Perceive Call Center as a Sales and Service Point
• Technology-Driven Banks Offering Service Enhancements at Contact Centers
• Intelligent Call Routing
• Campaign Management Software
• Integration of Call Centers and Bank Branches
• Customer Differentiation
• Insurance Companies Lead in Call Center Technology Absorption
• Global Trends In Offshore Call Center Location
• Network Strategy - A Critical Component in selection of a New Destination
• Global Outsourced Contact Center Market - An Overview
• Table 6: 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)
• North American IP Contact Center Market
• Benefits of IP Centers
• Obstacles for IP Deployment

4. Conceptual Overview

• Functional Definition
• Call Center Activities
• Inbound Call Reception and Routing
• Automated Inbound Call Routing
• Advantages of Automated inbound call routing applications
• Outbound Telemarketing Call
• Call Handling Time
• Table 7: Global Call Centers Industry (2006): Call Handling Time (in seconds) for India, US, Canada, Spain, UK and Brazil (includes corresponding Graph/Chart)
• Complaints Handling
• Customer Information Services / Help Desks
• Debt Chasing
• Field Service Support
• Field service and support activity advantages include
• Classification on the Basis of Ownership
• In-House Centers
• Outsourced Call Centers
• Service Bureau
• Classification on the basis of Operations
• Inbound Call Centers
• Outbound (Telemarketing) Centers
• Nature of Services Offered
• Consulting
• Outsourcing
• Training
• Vendor Sales
• Consultant Training
• Call Center Technologies-By Area of Application
• Voice
• Telephone Switches (ACDs) and Voice Networks
• Telephone Switches/Automated Call Distributors (ACDs)
• Voice Networks
• Voice Response Systems (IVR/VRU)
• Voice Response Unit (VRU)
• Speech Recognition Technologies
• Voice Over Internet Protocol (VoIP)
• Data
• Workstations and Databases
• Workstations
• Database
• Customer Relationship Management (CRM) Tools
• CRM Tools
• Enterprise CRM
• Mid-Market CRM
• Customer Data Integration
• Enterprise Analytics, Business Intelligence and Data Warehousing
• Computer Telephony Integration (CTI)
• Web
• Website and E-mail
• Website
• E-Mail
• Web Integration (Text chat and Web Calls)
• Web Chat
• Web Call-back
• Fully Integrated Unified Messaging System
• Multimedia Technologies
• Systems
• ACD Systems
• Automatic Call Distributor (ACD)
• Outbound System
• Interactive Voice Response (IVR) Systems
• Advantages of employing IVR system include
• Voice Messaging Systems
• Simple Voice Message Broadcasting
• Custom Voice Message Broadcasting
• Voice Message Broadcasting and Touchphone Response
• Software
• Workforce Management Software
• Workforce Automation Software
• Sales Force Automation Software
• For Sales Executives
• For Sales Manager
• Customer Interaction Software
• CTI Enabling Software
• Call Monitoring Software

5. Vertical End-Use Industries

• Table 8: Worldwide Call Centers Market (2007E): Percentage Breakdown of Call Center Spending by Major Vertical Markets - Financial Services, Telecommunications, Manufacturing, Transport and Others (includes corresponding Graph/Chart)
• Telecommunications
• Financial Services (Inclusive of Banks and Insurance Firms)
• Banks
• Banks Transform Call Centers for Organic Growth
• Methodologies for Effective Cross Selling
• Insurance Firms
• Hospitality
• Transportation
• Healthcare
• Manufacturing
• Retail and Distribution
• Utilities
• Outsourcing
• Table 9: 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)

6. Strategic Insight

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

7. Evolution of the New Age Contact Centers

• CRM and Contact Centers - Two Worlds Apart
• The Contact Center Disharmony
• Contact Centers in Defense
• Complex Structural Setup
• Hierarchical Reporting Structure
• Time to Realign Priorities
• Evolution of the New Age Contact Centers: Critical Areas of Focus
• In Conclusion…
• The Modern Day Call Center
• Technologies in Use in a New Age Setup
• Skill-based Routing
• Routing Strategies
• Types of Contacts in a Contact Center

8. Related Industry Discussion

• Customer Experience Management
• CEM - Leveraging Call Center Data with Decision Making
• CEM as a Value Proposition
• Proactive Problem Resolution
• Delivering Marketing Feedback
• Enhanced Sales Closures
• Risk Management
• Workforce Management

9. Call Center Consolidation - Whether Why and How

• Widely Dispersed Call Centers - A Rationale
• Motivators for Call center Consolidation
• Costs of Scale
• A Review of Consolidation Activity
• Worldwide Call Centers Market: List of Major Acquisitions (2003-2007)

10. Pertinent Regulatory Issues

• Legal and Regulatory Framework
• Predictive Dialing
• Tring… Tring Hello !
• The Preface to the Showdown
• Privacy Legislations
• Federal Laws prohibits Sale of Consumer Health Data
• Cell Phone Legislations Zap Outbound Calls?

11. Technological Breakthroughs / Innovations

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

12. New Product/Service Introductions

• Glowpoint to Launch its Contact Center Solution
• Avaya to Introduce New Communications Solutions
• Avaya Launches New CEBP Solution
• Convergys Launches Infinys Series 3
• Avaya Launches Customer Interaction Express for Midsize Businesses
• Aepona Launches Call Centre Control, C3
• CCDS Launches Centcom
• Convergys Rolls Out the Advanced Version of Infinys™
• Amadeus Unveils New Dynamic Desktop
• Sprint Unveils Contact Center Solution
• Avaya Introduces New Avaya Interaction Center 7.1
• Brasil Telecom Launches Call Center Solution
• Transera Introduces a New Call Centre Solution in India
• Altura Launches IntelliCenter 7.0 Call Center
• Transera™ Communications Introduces Seratel™, Call Center Management Software
• Microsoft Corp. Releases Microsoft® Customer Care Framework
• Toshiba Launches Informal Contact Center Solution
• Genesys Introduces IP-Enabled GVP to Serve Enterprise
• Envox Launches Envox CT ADE 8.4
• Symon Unveils Symon Digital Appliance™ (SDA-500) for Video Networks
• Telisma, VoiceGenie Technologies and Open Communications Introduce teliSpeech for the European Markets
• Chevin Launches New Network Management Tool
• Avaya Inc. Launches Contact Center Express
• Adeptra Introduces Auto-resolution Services For Collections
• Adeptra Introduces Auto-resolution Services For Collections
• Avaya Inc. Introduces Avaya Contact Center Express
• SER Solutions Launches CPS Enterprise Edition (CPS E2™
• SoundBite Communications Introduces SoundBite 5.0 for Financial Services
• Avaya Rolls Out Real-Time Management Solution

13. Recent Industry Activity

• Convergys Signs Contract to Provide Billing Managed Services
• Convergys to Launch New Contact Centers in Kansas and North Carolina
• CrysTelCall Launches Contact Center in Jordan
• Elisa Corporation to Take Over First Orange
• Verint Acquires Mercom
• Amacore and Optimus Sign a Strategic Agreement
• Convergys Signs HR Services Contract with Johnson & Johnson
• Blackstone Group to Acquire Alliance Data Systems
• IBM to Open a New Facility in Indiana
• Federal Government to Open a New Centrelink Call Center
• Cordia to Launch a New Contact Center Facility in Cebu
• ACS Bags Contract for Call Center in Texas
• LivePerson Enters Partnership with 24/7 Customer
• Black Box Opens Call Center for Technical Support in Tennessee
• PFSweb Expands Customer Service Operations in Asia
• IRT Completes Acquisition of CCC Interactive
• Aegis BPO Acquires Majority Stake in Global Vantedge
• Alere Medical Opens New Call Center in Ohio
• PacificNet Enters into a Joint Venture with BellSystem24
• Espire, Success and MasterPiece Launch India' s First Japanese Call Center
• American Airlines Shifts Asia-Pacific Call Center to India
• Excelior Takes Over Call Center Business of AAPT
• OneCall Solutions Acquires e-Centric
• Stream Acquires Supra Telecom Contact Center
• HTMT Acquires Immaculate Interactions
• TMWA Renews Service Contract with Alliance Data
• ADC Secures Multi Year Service Contract from Pinellas County Utilities
• Atos Worldline Bags Contract from French MGP
• Axiom Systems and Atos Origin Extend Alliance
• Teleperformance to Take Over SFR Contact Centers
• ClientLogic Merges with SITEL
• APAC Bags Contract from Expedia® Corporate Travel
• CMP Media Takes Over Customer Contact Center Standard
• Convergys Acquires AOL Contact Center
• Maybank Launches Largest Malaysian Bank Call Center
• eMoney Expands Call Center Operations in the US
• DaimlerChrysler Expands Operations at Spanish Americas Contact Center
• TelstraClear Launches New Call Center
• Atos Worldline Enters into Contract with Lyonnaise
• Canadian Solutions and Bacolod Businessmen Open Call Center
• CCC to Set Up New Contact Center at Leipzig
• Transcom Establishes New CRM Services Contact Center at Dresden
• Ntl Telewest Signs a License Agreement for Convergys
• The Minneapolis Star Tribune Signs Multiple-Year Contract with APAC
• Bank of America Unveils a New Call Center in New Wichita
• Atos Origin Restructures Société Générale’s Employee Savings’ Call Center Services
• Accor Commences Chinese Call Center in Guangzhou
• RCN Renews Contract with Convergys
• Midcontinent Communications Extends Contract with Convergys
• IBM Korea Signs Contract with Hanaro Telecom
• Entrust Federal Credit Enters into Agreement with PSCU Financial Services
• Telegraaf Media Enters into Agreement with Atos Origin
• GECAD ePayment Merges With GECAD Cvantage
• CMP Technology Acquires CCCS
• Convergys Enters into a Service Contract with Saudi Telecom
• Computer Generated Solutions Takes Over EasyCall
• West Corp Takes Over InPulse Response
• Answernet Acquires Outsourcing Services Provider, Unicall International
• Raya Acquires a Majority Stake in Egyptian Call Center
• CapTel® Establishes Call Center in Milwaukee
• Telstra Establishes Call Center in Australia
• Five9 and Smart Communications Sign Agreement to Open Call Centers
• Alliance Data and WPS Resources Sign Agreement for Customer Care Solutions
• Sabio Bags Contract from Leeds City Council
• OneLink Divests Call Center Inc.
• DIRECTV Forms New Technical Call Center
• Alliance Data and Green Mountain Sign Agreement
• Lockheed Martin Bags US$120 Million Contract
• SR.Teleperformance Launches New Unit in Japan
• 24/7 Customer and Aviva Open New Call Center in Chennai
• SR.Teleperformance Establishes Operations in Chile
• Teleperformance Acquires Stake in Photel
• Teleperformance Acquires Direct Star
• Teleperformance Acquires Majority Stake in SCMG
• APAC Inaugurates Second Customer Services Center in Philippines
• CallTech and Teleperformance USA Merge
• Touchstone Acquires Call Central
• HCL Completes Apollo Contact Centre Acquisition
• TuVox Acquires NetByTel
• 24/7 Customer Fortifies Association with Aviva
• PacificNet Epro Completes the Acquisition of 70% Stake in JunFeng
• First Choice Power Enters into Agreement with Alliance Data
• Stream Establishes Contact Center at Saint John, New Brunswick
• Stream Establishes New Contact Center at Szczecin, Poland
• Bharti Tele Inks Rs.1, 000 Crore Deal with Four BPO Companies
• IBM Daksh Launches Three BPO Facilities
• Aspect Communications and Concerto Software Merge to Form Aspect Software
• SR.Teleperformance Acquires Techmar
• ExlService Secures British Gas BPO Operations Contract
• India Based Mphasis Acquires Eldorado Computing Inc
• MphasiS Acquires Princeton Consulting
• vCustomer Corp. Acquires MCI’s Call Centers
• PacificNet Epro Takes Over Guangzhou JunFeng Call Center in China
• Avaya Inc. Acquires RouteScience Technologies Inc.
• HCL Technologies Acquires AnswerCall Direct Ltd in Ireland
• College Partnership Inc Acquires Waldrop Enterprises Inc
• Oracle and Convergys Offer Services to Genesis Communications
• Wicom Communications Signs Up Infonet Services Corporation to Expand Hosted IP-Contact
• Convergys Corporation Wins Contract from Optus
• Convergys Corporation Opens Campus in India
• Convergys Corporation Signs Agreement with Advanced Info Services
• Merrill Lynch Signs Agreement with Avaya Inc
• Envision Implements its Envision™ Performance Suite in all Contact Centers of Circles
• Eagle ACD Makes a Foray into the UK Market with No Cost Hosted Call Center Services

14. Focus on Select Global Players

• 24/7Customer (India)
• Acumen Telecomunicaciones (Mexico)
• Alliance Data Systems, Inc. (US)
• APAC Customer Services, Inc. (US)
• ATOS Origin, S.A. (France)
• Avaya Inc (US)
• British Telecom Northern Ireland (Ireland)
• Convergys Corp (US)
• Datamatics Technologies Ltd (India)
• Entel Call Center (Chile)
• EXL Service Holdings, Inc. (US)
• Genpact (India)
• GTL Ltd (India)
• IBM Daksh Business Process Services Pvt. Ltd (India)
• Inkfish Call Centers Limited (UK)
• Merchants Limited (UK)
• Plusoft Informatica (Brazil)
• Quality Plus Callscan Australia Pty Ltd. (Australia)
• Sitel (US)
• Stream International, Inc. (US)
• Sykes Enterprises, Inc. (US)
• Teleperformance (France)
• Touchbase (UK)
• TRG Customer Solutions (US)
• Ventura (UK)
• West Corporation (US)
• Wipro Technologies (India)

15. Global Market Perspective

• Table 10: 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 2000 through 2010 (includes corresponding Graph/Chart)
• Table 11: World Long Term Projections 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 2011 through 2015 (includes corresponding Graph/Chart)
• Table 12: 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 2000, 2007 & 2010 (includes corresponding Graph/Chart)

III. MARKET

1. The United States

• A. Market Analysis
  • Overview
  • General Introduction
  • MNCs Chant the Outsourcing Mantra forGlobal Expansion
  • Outsourcing by Sectors
  • Financial Services
  • Transportation Sector
  • Distribution Sector
  • Telecommunication Sector
  • Insurance and Utilities
  • Current and Future Analysis
  • Key Issues
  • Cost Reduction Continues to Dictate OutsourcingDecisions
  • Proximity to Headquarters - Prime Considerationfor Site Selection
  • Industry Trends
  • Call Centers - Getting Bigger and MoreSophisticated
  • Numbers Continue to Fall
  • Table 13:Number of Call Centers in the US Market over the Years 2003 through 2008 (includes corresponding Graph/Chart)
  • Table 14: Number of Call Center Agents in the US over the Years 2003 through 2008 (In Thousands) (includes corresponding Graph/Chart)
  • Table 15: North American Call Centers Industry (2006-2008): Percentage Breakdown of Agents by In-House and Outsourced Positions (includes corresponding Graph/Chart)
  • Web-Enabled Call Centers Set to OutpaceConventional Ones
  • Call Centers - A Major Employer
  • Workforce Turnover - On the Higher Side?
  • Outsourcing Adversely Affects US CallCenter Jobs
  • Companies Emphasize on Quality of CustomerService
  • Vertical Market Trends
  • Financial Services, Banks and Insurance RemainLeading Investors
  • Table 16: 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)
  • Call Center Software Market in the US
  • Table 17: Contact Center Software Market in the US (2007E): 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)
  • Table 18: 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)
  • Table 19: Americas CRM Software Market (2005): Leading Vendors by Vertical Industry for Financial Services, Manufacturing, Communications & Media, Retail/Wholesale, Government, Utilities and Healthcare (in Revenue Terms)
  • US Dominates Call Center Software Usage
  • US-based Vendors Dominate Global Call CenterSoftware Market
  • Superior functionality is the New Customer Mantrafor Software
  • IVR Set to Make Deeper Inroads intothe Call Center Market
  • Workforce Management Software FindsMore Takers
  • Regulatory Issues in the US Industry
  • US Vs Europe - Safe Harbor and Effect onCall Centers
  • Safe Harbor - What it Entails
  • Privacy Protection Policies - The Trans-Atlantic Divide
  • How ‘Safe’ is Safe Harbor?
  • Legal and Regulatory Framework
  • Insurance Call Centers in California toEmploy Licensed Agents
  • DNC Registery
  • Federal Laws prohibits Sale of ConsumerHealth Data
  • Key Players
  • Alliance Data Systems, Inc.
  • APAC Customer Services, Inc.
  • Aspect Software Inc.
  • Avaya Inc
  • Convergys Corp
  • Epicor Software Corporation
  • EXL Service Holdings, Inc.
  • Sitel
  • Stream International, Inc.
  • Sykes Enterprises, Inc.
  • TRG Customer Solutions
  • West Corporation
  • New Product/Service Introductions
  • Strategic Corporate Developments
• B. Market Analytics
  • Table 20: US Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010. (includes corresponding Graph/Chart)
  • Table 21: US Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

2. Canada

• A. Market Analysis
  • Current and Future Analysis
  • Table 22: Number of Call Centers in Canada over the Years 2003 through 2008 (includes corresponding Graph/Chart)
  • Favorable Exchange Rate Encourages OutsourcingOperations
  • Table 23: Number of Call Center Agents in Canada over the Years 2003 through 2008 (In Thousands) (includes corresponding Graph/Chart)
  • Table 24: Canadian Call Center Industry (2006-2008): Percentage Breakdown of Outsourced Agent Positions by Domestic and Offshore Locations (includes corresponding Graph/Chart)
  • Availability of Large English-Speaking andMultilingual Talent Pools
  • Issues and Trends
  • Unsolicited Telemarketing - Canada Fights Back
  • Call Centers into Less Populous Towns
  • Strategic Corporate Developments
• B. Market Analytics
  • Table 25: Canadian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
  • Table 26: Canadian Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

3. Japan

• A. Market Analysis
  • Current and Future Analysis
  • Strategic Corporate Developments
• B. Market Analytics
  • Table 27: Japanese Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
  • Table 28: Japanese Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

4. Europe

• A. Market Analysis
  • Current and Future Analysis
  • Table 29: European Market for Call Centers (2000-2010): Geographic Regions Ranked by Growth - France, Rest of Europe, Germany, Spain, Italy, Sweden, Russia, The Netherlands, UK and Ireland (Based on Service Revenues) (includes corresponding Graph/Chart)
  • Issues and Trends
  • Finance Industry Seeks Call Center Services
  • An Important Hub
  • Highly Fragmented Market
  • EU Call Center Revenues - A Four Nation Show?
  • Table 30: European Call Center Services (2007 & 2010): Annual Service Revenues (in US$ Million) for France, Germany, United Kingdom and The Netherlands (includes corresponding Graph/Chart)
  • Locational Parameters - Important Trends
  • Priority Requirements
  • High-Profile Locations
  • Ireland, the Netherlands and the UK
  • The Downside of the Success Story
  • Alternate Regional Destinations
  • Sub-regional Concept Rules Supreme…
  • Market Drivers
  • Educated and Multilingual Workforce -An Advantage
  • CRM Technologi1ies Herald Evolution ofMultimedia Contact Centers
  • Rise in Internet and e-Commerce Spells Growthfor Web-based Call Centers
  • Market Trends
  • Growth Moves to Small & Suburban Towns
  • Call centers Grow Techno-centric
  • Competition - Having it the Customer’s way
  • Outsourced Call Center Agent Positionson the Rise
  • Internet-Call Center Integration Takes Wingsin Europe
  • Multimedia Contact Centers Spring up inUnexploited Markets
  • Technology Trends
  • Voice over IP - Preferred Medium in Web-basedCall Centers
  • Speech Recognition Technologies - HoldPromising Potential
  • CTI - The New Buzz Word on the Rounds
  • Vertical Industry Highlights
  • Leading Call Center Revenue Earners
  • Banks and Insurance Step up the Gas onCall Center Usage
  • Banks
  • Insurance Companies
  • Growth in Call Center Seats - A Historic View
  • Table 31: European Call Center Market: Growth in European Call Center Seats by Country (2000 Vs 2005) for- CTI Seats, Web Seats and Virtual Seats (Number of Seats in ‘000)
• B. Market Analytics
  • Table 32: 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 2000 through 2010 (includes corresponding Graph/Chart)
  • Table 33: European Long Term Projections 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 2011 through 2015 (includes corresponding Graph/Chart)
  • Table 34: 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 2000, 2007 & 2010 (includes corresponding Graph/Chart)

4a. France

• A. Market Analysis
  • Current and Future Analysis
  • A Leading West European Call CenterMarket
  • Home Banking & Finance Sectors DriveCall Center Growth
  • Table 35: 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)
  • Leading Players
  • Other Regional Players
  • ATOS Origin S.A. (France)
  • Teleperformance
  • Strategic Corporate Developments
• B. Market Analytics
  • Table 36: French Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
  • Table 37: French Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

4b. Germany

• A. Market Analysis
  • Current and Future Analysis
  • German Call Centers - An Introduction
  • Table 38: German Call Centers Market (2006E): Percentage Breakdown of Number of Companies by Sales Revenues (includes corresponding Graph/Chart)
  • Issues and Trends
  • Key Issues
  • Stringent Labor Laws Restrict Rapid Growth
  • Liberalization Opens Avenues forOverseas Players
  • Stringent Regulatory Norms Set Up HighEntry Barriers
  • Market Trends
  • Increased use of Mobile Phones Restrict Web-Enabled Services
  • ACD Systems - Promising Potential for HardwareVendors
  • Market Drivers
  • Exceptionally High Standards of CustomerService
  • Availability of Skilled and RelativelyLow cost Labor
  • Well-developed Infrastructure Facilities
  • Leading Players
  • Strategic Corporate Developments
• B. Market Analytics
  • Table 39: German Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
  • Table 40: German Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

4c. Italy

• A. Market Analysis
  • Current and Future Analysis
  • Leading Players
• B. Market Analytics
  • Table 41: Italian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding graph/Chart)
  • Table 42: Italian Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

4d. The United Kingdom

• A. Market Analysis
  • Current and Future Analysis
  • Largest and the Most Developed
  • Financial Services Command More Share
  • Issues and Trends
  • UK Contact Center Industry - Growth DespiteAdversities
  • UK Companies Reverting to DomesticCall Centers
  • Market Players
  • Strategic Corporate Developments
• B. Market Analytics
  • Table 43: UK Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
  • Table 44: UK Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

4e. Spain

• A. Market Analysis
  • Current and Future Analysis
  • Market Drivers
  • Multilingual Workforce
  • Government Initiatives
  • Leading Players
• B. Market Analytics
  • Table 45: Spanish Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
  • Table 46: Spanish Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

4f. Russia

• A. Market Analysis
  • Overview - A Long Way to Go…
  • Current and Future Analysis
  • Outlook-Not So Bleak After All…
  • Issues and Trends
  • Leading Call Center Investors
  • Poor Telecom Infrastructure Continues toImpede Rapid Market Growth
  • Leading Players
  • Strategic Corporate Developments
• B. Market Analytics
  • Table 47: Russian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
  • Table 48: Russian Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

4g. The Netherlands

• A. Market Analysis
  • Current and Future Analysis
  • Netherlands- Mature Call Center Market
  • The “King of Benelux” Call Center Market
  • Favorite Call Center Destination for Pan-EuropeanOperations
  • Market Drivers
  • Multilingual Workforce with a Diverse CulturalBackground
  • Availability of Formally Qualified Computer-Literate Labor
  • Relatively Low Labor and Operational Costs
  • Hassle-free Legal & Regulatory Framework
  • No Bar on B2C and B2B Telemarketing Calls
  • Widespread Consumer Acceptance to Products/Services via Call Centers
  • Leading Players
• B. Market Analytics
  • Table 49: The Netherlands Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
  • Table 50: The Netherlands Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

4h. Ireland

• A. Market Analysis
  • Current and Future Analysis
  • A Leading European Call Center Market
  • Preferred Destination for US Players
  • Large Educated Workforce Capable of HandlingAll Major European Languages
  • Relatively Low Costs of Employment
  • Government Initiatives
  • Issues & Trends
  • A Maturing Market
  • Increased Competition from Asian Nations
  • Leading Players
  • British Telecom Northern Ireland
  • HCL BPO Services NI Ltd
  • Strategic Corporate Developments
• B. Market Analytics
  • Table 51: Irish Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
  • Table 52: Irish Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

4i. Sweden

• A. Market Analysis
  • Current and Future Analysis
  • Ranked Among Evolving European CallCenter Markets
  • Market Drivers
  • Relatively Low Labor Cost
  • Availability of Educated and Internet-SavvyWorkforce
  • Leading Players
• B. Market Analytics
  • Table 53: Swedish Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
  • Table 54: Swedish Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

4j. Rest of Europe

• A. Market Analysis
  • Current and Future Analysis
  • Major Regional Markets
  • Belgium
  • Regulatory Environment
  • Denmark
  • Norway
  • Central and Eastern Markets
  • Hungary
  • Austria
  • Finland
  • Poland
  • Czech Republic
  • Strategic Corporate Developments
• B. Market Analytics
  • Table 55: Rest of Europe Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
  • Table 56: Rest of Europe Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

5. Asia-Pacific

• A. Market Analysis
  • Current and Future Analysis
  • The New Worldwide Call Center Hub
  • Contact Centers in Asia - An Introduction
  • Table 57: Asian Call Centers Industry (2006): Average Employee Tenure (in Months) for Singapore, Korea, China, Philippines and India (includes corresponding Graph/Chart)
  • Table 58: Asian Contact Centers Industry (2007E): Percentage Breakdown of Call Centers by Activity for Customer Service Centers, Outbound Sales, Technical Support, Inbound Sales and Others (includes corresponding Graph/Chart)
  • Call Centers Constitute Sizeable EmploymentOption
  • Table 59: Number of Call Centers in Asia-Pacific (Incl. Japan) over the Years 2003 through 2008 (includes corresponding Graph/Chart)
  • Table 60: Number of Call Center Agents in Asia-Pacific (Incl. Japan) over the Years 2003 through 2008 (in thousands) (includes corresponding Graph/Chart)
  • Table 61: Asian Call Centers Market (2007E): Number of Call Center Seats for India, China, Philippines, Malaysia, Thailand and Singapore (includes corresponding Graph/Chart)
  • Regional Disparity in Growth
  • China
  • India
  • Philippines
  • Australia
  • Table 62: Asia-Pacific Market for Call Centers (2000- 2010): Geographic Regions Ranked by Growth - Philippines, China, India, Singapore, Australia and Rest of Asia-Pacific (Based on Service Revenues) (includes corresponding Graph/Chart)
  • Low Labor and Operational Costs RemainTrump Cards
  • Does Intense Competition Imply UnparalleledCustomer Service?
  • Changing Scenario in Asian Contact Center Industry
  • Human Resources - Most Challenging Aspect
  • Table 63: Asian Call Center Industry (2007): Average Annual Pay (in US$) of Contact Center Agent in Singapore, Malaysia, Thailand, Philippines, India and China (includes corresponding Graph/Chart)
  • Table 64: Asian Contact Center Industry (2007): Percentage Breakdown of Expenditure on Labor, Technology, Telecommunications and Others (includes corresponding Graph/Chart)
  • Transforming Technologies
  • Issues and Trends
  • Poor Telecom Infrastructure HindersRapid Growth
  • Internet-Call Center Integration Picks UpMomentum
  • Leading Players
• B. Market Analytics
  • Table 65: Asia-Pacific Recent Past, Current & Future Analysis for Call Centers by Geographic Region -Australia, China, India, Philippines, Singapore, and Rest of Asia-Pacific Markets Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
  • Table 66: Asia-Pacific Long Term Projections 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 2011 through 2015 (includes corresponding Graph/Chart)
  • Table 67: 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 2000, 2007, and 2010 (includes corresponding Graph/Chart)

5a. Australia

• A. Market Analysis
  • Overview
  • Current and Future Analysis
  • Well-Educated High Caliber Workforce
  • Ideal location for 24/7 Call Center Services
  • Outsourced Call Center Industry
  • Table 68: 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)
  • Outlook
  • Issues and Trends
  • High Workforce Turnover
  • Call Centers Re-establish Focus on InboundCustomer Service
  • Leading Players
  • Quality Plus Callscan Australia Pty Ltd.
  • Strategic Corporate Developments
• B. Market Analytics
  • Table 69: Australian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
  • Table 70: Australian Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

5b. China

• A. Market Analysis
  • Overview
  • Current and Future Analysis
  • Deregulation Triggers Rapid Progress
  • Focus on Low-Cost Call Center Solutions
  • Strategic Corporate Developments
• B. Market Analytics
  • Table 71: Chinese Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
  • Table 72: Chinese Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

5c. India

• A. Market Analysis
  • Overview
  • Current and Future Analysis
  • Emergence of Indian BPOs - A Peek into History
  • Consolidation Paves the way
  • Major Consolidation Deals in the IndianCall Center Landscape (2004 & 2005)
  • Outsourcing Drives Growth in CallCenter Market
  • Table 73: Indian Call Centers Industry (2006-2008): Percentage Breakdown of Outsourced Agent Positions by Domestic and Offshore Locations (includes corresponding Graph/Chart)
  • Table 74: Indian Call Centers Market (2007 E): Percentage Share Breakdown of Agent Positions by Vertical Markets - Outsourcing, Financial Services, Communications, Technology, Manufacturing, Logistics and Retail (includes corresponding Graph/Chart)
  • Trends and Issues
  • The National Do-Not-Call Registry
  • Government Relaxes Legislation
  • Phone Calls Projected to Decline
  • Table 75: Indian Call Centers Industry (2006E): Percentage Breakdown of Enquiries by Communication Mode for Telephone, Email and SMS (includes corresponding Graph/Chart)
  • Market Drivers
  • Large Educated English-Speaking Work Pool
  • Availability of Technical-savvy Labor
  • Relatively Low Labor and Operational Costs
  • Table 76: Call Center Services in India: Annual Cost Savings (2003) - India Vs US (includes corresponding Graph/Chart)
  • Specialization - Leading to Differentiation
  • Change - The Only Constant that DrivesGrowth
  • A Leading Market for IT-Enabled ServicesOutsourcing
  • Advantageous Time Zone for 24/7 Operations
  • Call Center Jobs Held in High Esteem
  • Government Initiatives
  • Key Issues
  • Unreliable Telecom Infrastructure
  • Bandwidth - Dampen Customer Connectivity
  • Agent Training to Neutralize IndiscernibleAccents
  • Lack of Seasoned Management with AdequateCall Center Experience
  • Other Issues…
  • Small Call Centers - Where the Action Is!
  • UK’s Blatant Opposition to Indian Outsourcing
  • Competitive Scenario
  • The Mood is Infectious…Indian Majors Jointhe Bandwagon
  • 24/7Customer
  • IBM Daksh Business Process Services Pvt. Ltd
  • Datamatics Technologies Ltd.
  • GTL Ltd.
  • Genpact
  • Wipro Technologies
  • Top 15 3rd-party ITeS-BPO Companies in India(2004-2007): Ranked by Revenues
  • Strategic Corporate Developments
• B. Market Analytics
  • Table 77: Indian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
  • Table 78: Indian Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

5d. Philippines

• A. Market Analysis
  • Current and Future Analysis
  • BPO - A New Avenue for Filipinos
  • Favorable Factors for Philippines ContactCenters Market
  • A Fast Moving Call Center Market
  • Table 79: The Philippines Call Center Industry (2006- 2008): Percentage Breakdown of Outsourced Agent Positions by Domestic and Offshore Locations (includes corresponding Graph/Chart)
  • Table 80: Philippines Call Center Market (2001-2007): Breakup by Number of Seats (includes corresponding Graph/Chart)
  • Low Labor Costs Attract Overseas Players
  • Call Centers Support Other Sectors
  • Companies Scour Non-Urban Locations forCall Centers
  • Table 81: 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)
  • Issues and Trends
  • Human Resource - A Barrier for PhilippinesOutsourcing Industry
  • Leading Players
  • Strategic Corporate Developments
• B. Market Analytics
  • Table 82: Philippines Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
  • Table 83: Philippines Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

5e. Singapore

• A. Market Analysis
  • Current and Future Analysis
• B. Market Analytics
  • Table 84: Singapore Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
  • Table 85: Singapore Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

5f. Rest of Asia-Pacific

• A. Market Analysis
  • Overview and Analysis
  • Current and Future Analysis
  • Key Markets
  • Malaysia
  • Pakistan - A Potential Market
  • Strategic Corporate Developments
• B. Market Analytics
  • Table 86: Rest of Asia-Pacific Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
  • Table 87: Rest of Asia-Pacific Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

6. Latin America

• A. Market Analysis
  • Current and Future Analysis
  • Table 88: Latin American Market for Call Centers (2000-2010): Geographic Regions Ranked by Growth - Brazil, Mexico and Rest of Latin America (Based on Service Revenues) (includes corresponding Graph/Chart)
  • A Growing Call Center Market
  • Table 89: Number of Call Center Agents in Latin America over the Years 2003 through 2008 (In Thousands) (includes corresponding Graph/Chart)
  • Table 90: Latin American Call Centers Industry (2006 & 2007): Percentage Breakdown of Agent Positions by Country for Brazil, Mexico, Argentina and Others (includes corresponding Graph/Chart)
  • Intense Competition to Win Customers DrivingCall Center Growth
  • Emerging Regions
  • Table 91: 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)
  • Select Player Review
• B. Market Analytics
  • Table 92: 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 2000 through 2010 (includes corresponding Graph/Chart)
  • Table 93: Latin American Long Term Projections 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 2011 through 2015 (includes corresponding Graph/Chart)
  • Table 94: 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 2000, 2007 & 2010 (includes corresponding Graph/Chart)

6a. Brazil

• A. Market Analysis
  • Current and Future Analysis
  • Leading Call Center Market in Latin America
  • Changing Structure of Contact Center Industry
  • Competition
  • Table 95: 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)
  • Table 96: 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)
  • New Product/Service Introductions
• B. Market Analytics
  • Table 97: Brazilian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
  • Table 98: Brazilian Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

6b. Mexico

• A. Market Analysis
  • Current and Future Analysis
  • An Emerging Call Center Hub
  • Call Center Infrastructure
  • Regional Distribution of Call Centers
  • Table 99: Regional Distribution of Call Centers in Mexico (2006): Percentage Breakdown by Mexico City, Monterrey, Guadalajara, Tijuana and Others (includes corresponding Graph/Chart)
  • Table 100: Mexican Call Center Industry (2006-2008): Percentage Breakdown of Outsourced Agent Positions by Domestic and Offshore Locations (includes corresponding Graph/Chart)
  • Labor Issues
  • Major Players
  • Table 101: Mexican Market for Call Center Outsourcing Services (2004E): Percentage Share Breakdown by Major Suppliers- Televista (Grupo Carso, Mexico), Teletech (Teletech Holding Inc., USA), Atento (Teleservicios, Spain), Sitel (Sitel Corp. USA) Teleperformance (SR. Teleperformance Group, France), and Others (includes corresponding Graph/Chart)
  • Strategic Corporate Developments
• B. Market Analytics
  • Table 102: Mexican Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
  • Table 103: Mexican Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

6c. Rest of Latin America

• A. Market Analysis
  • Overview and Outlook
  • Current and Future Analysis
  • Argentinean Contact Centers Industry -Highlights
  • Call Centers Market in Chile
  • Strategic Corporate Developments
• B. Market Analytics
  • Table 104: Rest of Latin America Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)
  • Table 105: Rest of Latin American Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)

7. Rest of World

• A. Market Analysis
  • Current and Future Analysis
  • Caribbean - Emerging as a Major Call CenterDestination
  • Multilingual Skills and Low Employment CostsAttract Global Players
  • Jamaica - Preferred Call Center OutsourcingDestination
  • South Africa
  • Table 106: Number of Call Centers in South Africa (2006-2008) (includes corresponding Graph/Chart)
  • Table 107: 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)
  • Western Cape Emerging as the Preferred Hub
  • Table 108: 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)
  • Strategic Corporate Developments
• B. Market Analytics
  • Table 109: Rest of World Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 20104 (includes corresponding Graph/Chart)
  • Table 110: Rest of World Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)