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  CALL CENTERS
A Global Strategic Business Report

This report analyzes the worldwide markets for Call Centers in Millions of US$. The report provides separate comprehensive analytics for the US, Canada, Japan, Europe, Asia-Pacific, Latin America, and Rest of World. Annual forecasts are provided for each region for the period of 2000 through 2015. The report profiles 212 companies including many key and niche players worldwide such as 24/7Customer, Acumen Telecomunicaciones, Alliance Data Systems, Inc., APAC Customer Services, Inc., ATOS Origin, S.A., Avaya, Inc., British Telecom Northern Ireland, Convergys Corp, Datamatics Technologies Ltd, Entel Call Center, EXL Service Holdings, Inc., Genpact, GTL Ltd., IBM Daksh Business Process Services Pvt. Ltd., Inkfish Call Centers Limited, Merchants Limited, Plusoft Informatica, Quality Plus Callscan Australia Pty Ltd., Sitel, Stream International, Inc., Sykes Enterprises, Inc., Teleperformance, Touchbase, TRG Customer Solutions, Ventura, West Corporation, and Wipro Technologies. Market data and analytics are derived from primary and secondary research. Company profiles are mostly extracted from URL research and reported select online sources.

CODE:    MCP-1145  PAGES:    636
PRICE:    $4450  DATE:       March 2008
COMPANIES:  212  MARKET DATA TABLES:   116
Due to the proprietary nature, our previews are offered only to manufacturers, top-tier management consultants, investment banks, and investment research groups.

 TABLE OF CONTENTS  
  CALL CENTERS (Complete Report) Pages : 636   | $4450
I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS3$100
   Study Reliability and Reporting Limitations...I-1  
   Disclaimers...I-2
Data interpretation & reporting level...I-2
Quantitative Techniques & Analytics...I-2
  
   Product Definitions and Scope of Study...I-3  
II. EXECUTIVE SUMMARY111$2350
  1. Industry Overview...II-13 $300  
   Down to the Basics – An Introduction...II-11$100
   Global Call Centers Industry – Snapshots...II-2
2$200
  2. Call Centers – An Outlook...II-42 $400  
   Call Centers - The Coming of Age...II-4
Current and Future Analysis...II-4
1$100
   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)...II-5
1$350
  3. Global Issues and Trends...II-620 $1500  
   Key Issues...II-6
Cost Reduction & Efficiency Enhancements – Formulae for Survival & Growth...II-6
Cost Reductions – The Road to Success...II-6
Efficiency Enhancements – Vital Component...II-6
Human Resources – Ranking Above Technology...II-6
1$100
   General Industry Trends...II-7
From ‘Call’ Centers to ‘Contact’ Centers...II-7
Multiple Outsourced Call Centers – Order of the Day...II-7
From CRM to eRM – Multichannel Centers on the Rise ...II-7
1$100
   CEM – A New Strategy or an Added Jargon?...II-8
Transformation from Cost Centers to Profit Centers...II-8
Worldwide Call Center Capacity Spurt...II-8
1$100
   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)...II-9
Outsourcing – Dominating Segment...II-9
Managing Multilingual Customers – CRM Comes to Aid ...II-9
1$350
   Complaints Handling – The Most Likely Outsourced Function...II-10
Employment Trends...II-10
Call Centers – The Fastest Growing Employer...II-10
1$100
   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)...II-11

Table 4: Global Call Center Industry (2006): Employee Turnover Rate (in %) for India, Ireland, Israel, US, Brazil, UK and Poland (includes corresponding Graph/Chart)...II-11
Cost Minimization Drives Call Centers to Low Wage Cities...II-11
1$350
   Product and Technology Trends...II-12
Key Technologies Driving Growth: VoIP and Open, Standards-Based Software...II-12
Transforming Call Centers Market – Need for Technological Adaptability...II-12
Evolving Database Technologies and Management Strategies...II-12
1$100
   The Emergence of Call Center 2.0...II-13
Innovations to Drive Profit Margins...II-13
1$100
   Benefits of Call Center 2.0...II-14
Technological Features of Call Center 2.0...II-14
IP Contact Centers and UC to Register Robust Growth...II-14
1$100
   Customer Support & Sales Force Automation Dominate Software Applications...II-15
Table 5: World Call Centers Market (2006): Percentage Share Breakdown by Training Types -Soft Skills, Telephone Courtesy and Others (includes corresponding Graph/Chart)...II-15
1$350
   Advent of Internet Technologies Revolutionizing Call Centers...II-16
VoIP – Fast Replacing Circuit-Switched Architectures...II-16
Integrated Services – Offering a Level Playing Field to Small-and Mid-Sized Players...II-16
Speech Recognition Technologies Transform Agent Training...II-16
1$100
   Web Sites and Call Centers – United They Thrive...II-17
Multi-site Call Routing Solutions - Popular with Large Global Firms...II-17
Customer Routing Yet to Gain Significant Ground...II-17
1$100
   Hosted or Networked Server-based Call Centers on the Rise...II-18
Virtual Hosted Call Center Market – High Potential in the Offing...II-18
Voice-Driven CRM and VoiceXML Enlarge Scope for Customer Interactions...II-18
Voice-Driven CRM...II-18
1$100
   Voice XML...II-19
Help Desk and Call Center Companies Shift Solutions to Browser-based Architecture...II-19
1$100
   Other Technology-Based Trends in Call Centers...II-20
Cost and Budgetary Trends...II-20
Telecommunication Costs Set for a Marginally Declining Trend...II-20
Operational Costs and Budgets Continue to Expand...II-20
Operational Services and Telecom Related Costs Corner Lion’s Share...II-20
1$100
   End Use Vertical Industry Trends...II-21
Financial Services and Distribution – The Outsourcing Area of Choice...II-21
Banks Increasingly Perceive Call Center as a Sales and Service Point...II-21
Technology-Driven Banks Offering Service Enhancements at Contact Centers...II-21
1$100
   Intelligent Call Routing...II-22
Campaign Management Software...II-22
Integration of Call Centers and Bank Branches...II-22
Customer Differentiation...II-22
1$100
   Insurance Companies Lead in Call Center Technology Absorption...II-23
Global Trends In Offshore Call Center Location...II-23
Network Strategy – A Critical Component in selection of a New Destination...II-23
1$100
   Global Outsourced Contact Center Market – An Overview...II-24
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)...II-24
North American IP Contact Center Market...II-24
1$350
   Benefits of IP Centers...II-25
Obstacles for IP Deployment...II-25
1$100
  4. Conceptual Overview...II-2614 $1000  
   Functional Definition...II-26
Call Center Activities...II-26
Inbound Call Reception and Routing...II-26
Automated Inbound Call Routing...II-26
Advantages of Automated inbound call routing applications...II-26
Outbound Telemarketing Call...II-26
1$100
   Call Handling Time...II-27
Table 7: Global Call Centers Industry (2006): Call Handling Time (in seconds) for India, US, Canada, Spain, UK and Brazil (includes corresponding Graph/Chart)...II-27
Complaints Handling...II-27
1$350
   Customer Information Services / Help Desks...II-28
Debt Chasing...II-28
Field Service Support...II-28
Field service and support activity advantages include...II-28
1$100
   Classification on the Basis of Ownership...II-29
In-House Centers...II-29
Outsourced Call Centers...II-29
Service Bureau...II-29
Classification on the basis of Operations...II-29
Inbound Call Centers...II-29
Outbound (Telemarketing) Centers...II-29
1$100
   Nature of Services Offered...II-30
Consulting...II-30
Outsourcing...II-30
Training...II-30
Vendor Sales...II-30
Consultant Training...II-30
Call Center Technologies-By Area of Application...II-30
Voice ...II-30
Telephone Switches (ACDs) and Voice Networks...II-30
Telephone Switches/Automated Call Distributors (ACDs)...II-30
1$100
   Voice Networks...II-31
Voice Response Systems (IVR/VRU)...II-31
Voice Response Unit (VRU)...II-31
Speech Recognition Technologies...II-31
1$100
   Voice Over Internet Protocol (VoIP)...II-32
Data ...II-32
Workstations and Databases...II-32
Workstations...II-32
Database...II-32
1$100
   Customer Relationship Management (CRM) Tools...II-33
CRM Tools...II-33
Enterprise CRM...II-33
Mid-Market CRM...II-33
Customer Data Integration...II-33
Enterprise Analytics, Business Intelligence and Data Warehousing...II-33
Computer Telephony Integration (CTI)...II-33
1$100
   Web ...II-34
Website and E-mail...II-34
Website...II-34
E-Mail...II-34
Web Integration (Text chat and Web Calls)...II-34
Web Chat...II-34
Web Call-back...II-34
1$100
   Fully Integrated Unified Messaging System...II-35
Multimedia Technologies...II-35
Systems...II-35
ACD Systems...II-35
Automatic Call Distributor (ACD)...II-35
1$100
   Outbound System...II-36
Interactive Voice Response (IVR) Systems...II-36
Advantages of employing IVR system include...II-36
Voice Messaging Systems...II-36
Simple Voice Message Broadcasting...II-36
1$100
   Custom Voice Message Broadcasting...II-37
Voice Message Broadcasting and Touchphone Response...II-37
Software...II-37
Workforce Management Software...II-37
Workforce Automation Software...II-37
1$100
   Sales Force Automation Software...II-38
For Sales Executives...II-38
For Sales Manager...II-38
1$100
   Customer Interaction Software...II-39
CTI Enabling Software...II-39
Call Monitoring Software...II-39
1$100
  5. Vertical End-Use Industries...II-406 $800  
   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)...II-40
Telecommunications...II-40
1$350
   Financial Services (Inclusive of Banks and Insurance Firms)...II-41
Banks ...II-41
Banks Transform Call Centers for Organic Growth ...II-41
Methodologies for Effective Cross Selling...II-41
1$100
   Insurance Firms...II-42
Hospitality...II-42
Transportation...II-42
Healthcare...II-42
1$100
   Manufacturing...II-43
Retail and Distribution...II-43
1$100
   Utilities ...II-44
Outsourcing...II-44
1$100
   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)...II-45
1$350
  6. Strategic Insight...II-465 $500  
   Site Location Strategies...II-46
Introduction to Site Location...II-46
The Basics...II-46
Major Parameters in Site Location...II-46
Labor, Labor and Labor ....II-46
1$100
   Education...II-47
Infrastructure...II-47
Cost...II-47
Labor Costs...II-47
Infrastructure and Technology Costs...II-47
1$100
   Occupancy/Real estate Costs...II-48
Taxes ...II-48
Start-up Costs...II-48
Other Factors in Site Selection...II-48
Cross-Media Centers’ – A Preview of Next Generation ‘Contact’ Strategies...II-48
1$100
   Cross-Media Call Center Architecture...II-49
Queuing Architecture...II-49
Queue Engine...II-49
Contingency Strategies – Ensuring Business Continuity in a Disaster...II-49
Down Time Hurts in a Time-Sensitive Environment...II-49
Business Continuity Plan – The Basics ...II-49
1$100
   Other Considerations While Drafting a Business Continuity Plan...II-50
1$100
  7. Evolution of the New Age Contact Centers...II-515 $500  
   CRM and Contact Centers – Two Worlds Apart...II-511$100
   The Contact Center Disharmony...II-52
Contact Centers in Defense...II-52
Complex Structural Setup...II-52
Hierarchical Reporting Structure...II-52
1$100
   Time to Realign Priorities...II-53
Evolution of the New Age Contact Centers: Critical Areas of Focus...II-53
In Conclusion ...II-53
1$100
   The Modern Day Call Center...II-54
Technologies in Use in a New Age Setup...II-54
Skill-based Routing...II-54
Routing Strategies...II-54
1$100
   Types of Contacts in a Contact Center...II-55
1$100
  8. Related Industry Discussion...II-562 $200  
   Customer Experience Management...II-56
CEM – Leveraging Call Center Data with Decision Making...II-56
CEM as a Value Proposition...II-56
Proactive Problem Resolution...II-56
Delivering Marketing Feedback...II-56
Enhanced Sales Closures...II-56
1$100
   Risk Management...II-57
Workforce Management...II-57
1$100
  9. Call Center Consolidation – Whether, Why and How...II-584 $400  
   Widely Dispersed Call Centers – A Rationale...II-581$100
   Motivators for Call center Consolidation...II-59
Costs of Scale...II-59
A Review of Consolidation Activity...II-59
1$100
   Worldwide Call Centers Market: List of Major Acquisitions (2003-2007)...II-60
2$200
  10. Pertinent Regulatory Issues...II-622 $200  
   Legal and Regulatory Framework...II-62
Predictive Dialing...II-62
Tring .. Tring Hello ! ? ? .?...II-62
The Preface to the Showdown ...II-62
1$100
   Privacy Legislations...II-63
Federal Laws prohibits Sale of Consumer Health Data...II-63
Cell Phone Legislations Zap Outbound Calls?...II-63
1$100
  11. Technological Breakthroughs / Innovations...II-645 $500  
   Automatic Call Distributing (ACD) Products- From Standalone to Open and Networked
  Systems...II-64
Add-on/ACD Enhancement Products...II-64
ACD Message Boards...II-64
1$100
   Digital Announcers/Automated Attendants/ Fax-on-Demand...II-65
Digital Announcers...II-65
Automated Attendants...II-65
Fax-On-Demand...II-65
Dialing Platforms – The Advent of Call Blending...II-65
Contact Management...II-65
1$100
   Turnkey Solutions – Moving Onto PC/IP Platforms...II-66
CTI Technologies on the Anvil...II-66
CTI APIs and Middleware...II-66
Placing of Outbound Calls...II-66
Call Progress Detection...II-66
Speech Recognition and Interactive Television Technologies...II-66
1$100
   Internet / Web-enabling Technologies for Call Centers...II-67
Developments in Web-Enabling Technology...II-67
1$100
   Call-Through Technologies to Replace Call-Back and Text-Chat...II-68
1$100
  12. New Product/Service Introductions...II-698 $600  
   Glowpoint to Launch its Contact Center Solution...II-69
Avaya to Introduce New Communications Solutions...II-69
1$100
   Avaya Launches New CEBP Solution...II-70
Convergys Launches Infinys Series 3...II-70
Avaya Launches Customer Interaction Express for Midsize Businesses...II-70
1$100
   Aepona Launches Call Centre Control, C3...II-71
CCDS Launches Centcom...II-71
Convergys Rolls Out the Advanced Version of Infinys™...II-71
1$100
   Amadeus Unveils New Dynamic Desktop...II-72
Sprint Unveils Contact Center Solution...II-72
Avaya Introduces New Avaya Interaction Center 7.1...II-72
1$100
   Brasil Telecom Launches Call Center Solution...II-73
Transera Introduces a New Call Centre Solution in India...II-73
Altura Launches IntelliCenter 7.0 Call Center...II-73
Transera™ Communications Introduces Seratel™, Call Center Management Software...II-73
1$100
   Microsoft Corp. Releases Microsoft® Customer Care Framework...II-74
Toshiba Launches Informal Contact Center Solution...II-74
Genesys Introduces IP-Enabled GVP to Serve Enterprise...II-74
Envox Launches Envox CT ADE 8.4...II-74
Symon Unveils Symon Digital Appliance™ (SDA-500) for Video Networks...II-74
1$100
   Telisma, VoiceGenie Technologies and Open Communications Introduce teliSpeech for the
  European Markets...II-75
Chevin Launches New Network Management Tool...II-75
Avaya Inc. Launches Contact Center Express...II-75
Adeptra Introduces Auto-resolution Services For Collections...II-75
Adeptra Introduces Auto-resolution Services For Collections...II-75
Avaya Inc. Introduces Avaya Contact Center Express...II-75
1$100
   SER Solutions Launches CPS Enterprise Edition (CPS E2™...II-76
SoundBite Communications Introduces SoundBite 5.0 for Financial Services...II-76
Avaya Rolls Out Real-Time Management Solution...II-76
1$100
  13. Recent Industry Activity...II-7725 $1200  
   Convergys Signs Contract to Provide Billing Managed Services...II-77
Convergys to Launch New Contact Centers in Kansas and North Carolina...II-77
CrysTelCall Launches Contact Center in Jordan...II-77
1$100
   Elisa Corporation to Take Over First Orange...II-78
Verint Acquires Mercom...II-78
Amacore and Optimus Sign a Strategic Agreement...II-78
Convergys Signs HR Services Contract with Johnson & Johnson...II-78
Blackstone Group to Acquire Alliance Data Systems...II-78
1$100
   IBM to Open a New Facility in Indiana...II-79
Federal Government to Open a New Centrelink Call Center...II-79
Cordia to Launch a New Contact Center Facility in Cebu...II-79
ACS Bags Contract for Call Center in Texas...II-79
LivePerson Enters Partnership with 24/7 Customer...II-79
1$100
   Black Box Opens Call Center for Technical Support in Tennessee...II-80
PFSweb Expands Customer Service Operations in Asia...II-80
IRT Completes Acquisition of CCC Interactive...II-80
Aegis BPO Acquires Majority Stake in Global Vantedge...II-80
Alere Medical Opens New Call Center in Ohio...II-80
1$100
   PacificNet Enters into a Joint Venture with BellSystem24...II-81
Espire, Success and MasterPiece Launch India's First Japanese Call Center...II-81
American Airlines Shifts Asia-Pacific Call Center to India...II-81
Excelior Takes Over Call Center Business of AAPT...II-81
1$100
   OneCall Solutions Acquires e-Centric...II-82
Stream Acquires Supra Telecom Contact Center...II-82
HTMT Acquires Immaculate Interactions...II-82
TMWA Renews Service Contract with Alliance Data...II-82
1$100
   ADC Secures Multi Year Service Contract from Pinellas County Utilities...II-83
Atos Worldline Bags Contract from French MGP...II-83
Axiom Systems and Atos Origin Extend Alliance...II-83
1$100
   Teleperformance to Take Over SFR Contact Centers...II-84
ClientLogic Merges with SITEL...II-84
APAC Bags Contract from Expedia® Corporate Travel...II-84
CMP Media Takes Over Customer Contact Center Standard...II-84
1$100
   Convergys Acquires AOL Contact Center...II-85
Maybank Launches Largest Malaysian Bank Call Center...II-85
eMoney Expands Call Center Operations in the US...II-85
DaimlerChrysler Expands Operations at Spanish Americas Contact Center...II-85
TelstraClear Launches New Call Center...II-85
1$100
   Atos Worldline Enters into Contract with Lyonnaise...II-86
Canadian Solutions and Bacolod Businessmen Open Call Center...II-86
CCC to Set Up New Contact Center at Leipzig...II-86
Transcom Establishes New CRM Services Contact Center at Dresden...II-86
Ntl Telewest Signs a License Agreement for Convergys...II-86
1$100
   The Minneapolis Star Tribune Signs Multiple-Year Contract with APAC...II-87
Bank of America Unveils a New Call Center in New Wichita...II-87
Atos Origin Restructures Société Générale’s Employee Savings’ Call Center
  Services...II-87
1$100
   Accor Commences Chinese Call Center in Guangzhou...II-88
RCN Renews Contract with Convergys...II-88
Midcontinent Communications Extends Contract with Convergys...II-88
IBM Korea Signs Contract with Hanaro Telecom...II-88
1$100
   Entrust Federal Credit Enters into Agreement with PSCU Financial Services...II-89
Telegraaf Media Enters into Agreement with Atos Origin...II-89
GECAD ePayment Merges With GECAD Cvantage...II-89
CMP Technology Acquires CCCS...II-89
1$100
   Convergys Enters into a Service Contract with Saudi Telecom...II-90
Computer Generated Solutions Takes Over EasyCall...II-90
West Corp Takes Over InPulse Response...II-90
Answernet Acquires Outsourcing Services Provider, Unicall International...II-90
Raya Acquires a Majority Stake in Egyptian Call Center...II-90
1$100
   CapTel® Establishes Call Center in Milwaukee...II-91
Telstra Establishes Call Center in Australia...II-91
Five9 and Smart Communications Sign Agreement to Open Call Centers...II-91
Alliance Data and WPS Resources Sign Agreement for Customer Care Solutions...II-91
1$100
   Sabio Bags Contract from Leeds City Council...II-92
OneLink Divests Call Center Inc....II-92
DIRECTV Forms New Technical Call Center...II-92
1$100
   Alliance Data and Green Mountain Sign Agreement...II-93
Lockheed Martin Bags US$120 Million Contract...II-93
SR.Teleperformance Launches New Unit in Japan...II-93
24/7 Customer and Aviva Open New Call Center in Chennai...II-93
SR.Teleperformance Establishes Operations in Chile...II-93
1$100
   Teleperformance Acquires Stake in Photel...II-94
Teleperformance Acquires Direct Star...II-94
Teleperformance Acquires Majority Stake in SCMG...II-94
APAC Inaugurates Second Customer Services Center in Philippines...II-94
1$100
   CallTech and Teleperformance USA Merge...II-95
Touchstone Acquires Call Central...II-95
HCL Completes Apollo Contact Centre Acquisition...II-95
TuVox Acquires NetByTel...II-95
1$100
   24/7 Customer Fortifies Association with Aviva...II-96
PacificNet Epro Completes the Acquisition of 70% Stake in JunFeng...II-96
First Choice Power Enters into Agreement with Alliance Data...II-96
Stream Establishes Contact Center at Saint John, New Brunswick...II-96
Stream Establishes New Contact Center at Szczecin, Poland...II-96
1$100
   Bharti Tele Inks Rs.1, 000 Crore Deal with Four BPO Companies...II-97
IBM Daksh Launches Three BPO Facilities...II-97
Aspect Communications and Concerto Software Merge to Form Aspect Software...II-97
SR.Teleperformance Acquires Techmar...II-97
1$100
   ExlService Secures British Gas BPO Operations Contract...II-98
India Based Mphasis Acquires Eldorado Computing Inc...II-98
MphasiS Acquires Princeton Consulting...II-98
vCustomer Corp. Acquires MCI’s Call Centers...II-98
PacificNet Epro Takes Over Guangzhou JunFeng Call Center in China...II-98
1$100
   Avaya Inc. Acquires RouteScience Technologies Inc....II-99
HCL Technologies Acquires AnswerCall Direct Ltd in Ireland...II-99
College Partnership Inc Acquires Waldrop Enterprises Inc...II-99
Oracle and Convergys Offer Services to Genesis Communications...II-99
Wicom Communications Signs Up Infonet Services Corporation to Expand Hosted
  IP-Contact...II-99
1$100
   Convergys Corporation Wins Contract from Optus...II-100
Convergys Corporation Opens Campus in India...II-100
Convergys Corporation Signs Agreement with Advanced Info Services...II-100
Merrill Lynch Signs Agreement with Avaya Inc...II-100
Envision Implements its Envision™ Performance Suite in all Contact Centers of
  Circles...II-100
1$100
   Eagle ACD Makes a Foray into the UK Market with No Cost Hosted Call Center
  Services...II-101
1$100
  14. Focus on Select Global Players...II-1027 $500  
   24/7Customer (India)...II-102
Acumen Telecomunicaciones (Mexico)...II-102
Alliance Data Systems, Inc. (US)...II-102
APAC Customer Services, Inc. (US)...II-102
1$100
   ATOS Origin, S.A. (France)...II-103
Avaya Inc (US)...II-103
British Telecom Northern Ireland (Ireland)...II-103
1$100
   Convergys Corp (US)...II-104
Datamatics Technologies Ltd (India)...II-104
Entel Call Center (Chile)...II-104
1$100
   EXL Service Holdings, Inc. (US)...II-105
Genpact (India)...II-105
GTL Ltd (India)...II-105
IBM Daksh Business Process Services Pvt. Ltd (India)...II-105
Inkfish Call Centers Limited (UK)...II-105
1$100
   Merchants Limited (UK)...II-106
Plusoft Informatica (Brazil)...II-106
Quality Plus Callscan Australia Pty Ltd. (Australia)...II-106
Sitel (US)...II-106
1$100
   Stream International, Inc. (US)...II-107
Sykes Enterprises, Inc. (US)...II-107
Teleperformance (France)...II-107
Touchbase (UK)...II-107
TRG Customer Solutions (US)...II-107
1$100
   Ventura (UK)...II-108
West Corporation (US)...II-108
Wipro Technologies (India)...II-108
1$100
  15. Global Market Perspective...II-109   
   Table 10: World Recent Past, Current and Future Analysis for Call Centers by Geographic Region – US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of the World Markets Independently Analyzed with Annual Service Revenues in US$ Million for Years 2000 through 2010 (includes corresponding Graph/Chart)...II-1091$350
   Table 11: World Long Term Projections for Call Centers by Geographic Region – US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of the World Markets Independently Analyzed with Annual Service Revenues in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)...II-1101$350
   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)...II-1111$350
III. MARKET168$2150
  1. The United States...III-134 $1450  
   A. Market Analysis...III-1
Overview...III-1
General Introduction...III-1
MNCs Chant the Outsourcing Mantra for Global Expansion...III-1
Outsourcing by Sectors...III-1
Financial Services...III-1
Transportation Sector...III-1
1$75
   Distribution Sector...III-2
Telecommunication Sector...III-2
Insurance and Utilities...III-2
Current and Future Analysis...III-2
1$75
   Key Issues...III-3
Cost Reduction Continues to Dictate Outsourcing Decisions...III-3
Proximity to Headquarters – Prime Consideration for Site Selection...III-3
1$75
   Industry Trends...III-4
Call Centers – Getting Bigger and More Sophisticated...III-4
Numbers Continue to Fall...III-4
1$75
   Table 13:Number of Call Centers in the US Market over the Years 2003 through 2008 (includes corresponding Graph/Chart)...III-5

Table 14: Number of Call Center Agents in the US over the Years 2003 through 2008 (In Thousands) (includes corresponding Graph/Chart)...III-5

Table 15: North American Call Centers Industry (2006-2008): Percentage Breakdown of Agents by In-House and Outsourced Positions (includes corresponding Graph/Chart)...III-5
1$200
   Web-Enabled Call Centers Set to Outpace Conventional Ones...III-6
Call Centers – A Major Employer...III-6
Workforce Turnover – On the Higher Side?...III-6
1$75
   Outsourcing Adversely Affects US Call Center Jobs...III-7
Companies Emphasize on Quality of Customer Service...III-7
Vertical Market Trends...III-7
Financial Services, Banks and Insurance Remain Leading Investors...III-7
1$75
   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)...III-8
Call Center Software Market in the US...III-8
1$200
   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)...III-9

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)...III-9

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)...III-9
1$200
   US Dominates Call Center Software Usage...III-10
US-based Vendors Dominate Global Call Center Software Market...III-10
Superior functionality is the New Customer Mantra for Software...III-10
IVR Set to Make Deeper Inroads into the Call Center Market...III-10
1$75
   Workforce Management Software Finds More Takers...III-11
Regulatory Issues in the US Industry...III-11
US Vs Europe – Safe Harbor and Effect on Call Centers...III-11
Safe Harbor – What it Entails...III-11
1$75
   Privacy Protection Policies – The Trans- Atlantic Divide...III-12
How ‘Safe’ is Safe Harbor?...III-12
1$75
   Legal and Regulatory Framework...III-13
Insurance Call Centers in California to Employ Licensed Agents...III-13
DNC Registery...III-13
1$75
   Federal Laws prohibits Sale of Consumer Health Data...III-14
Key Players...III-14
Alliance Data Systems, Inc....III-14
APAC Customer Services, Inc....III-14
Aspect Software Inc....III-14
1$75
   Avaya Inc...III-15
Convergys Corp...III-15
Epicor Software Corporation...III-15
1$75
   EXL Service Holdings, Inc....III-16
Sitel...III-16
Stream International, Inc....III-16
Sykes Enterprises, Inc....III-16
TRG Customer Solutions...III-16
1$75
   West Corporation...III-17
New Product/Service Introductions...III-17
5$375
   Strategic Corporate Developments ...III-2212$550
   B. Market Analytics...III-34
Table 20: US Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010. (includes corresponding Graph/Chart)...III-34

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)...III-34
1$200
  2. Canada...III-354 $475  
   A. Market Analysis...III-35
Current and Future Analysis...III-35
Table 22: Number of Call Centers in Canada over the Years 2003 through 2008 (includes corresponding Graph/Chart)...III-35
Favorable Exchange Rate Encourages Outsourcing Operations...III-35
1$200
   Table 23: Number of Call Center Agents in Canada over the Years 2003 through 2008 (In Thousands) (includes corresponding Graph/Chart)...III-36

Table 24: Canadian Call Center Industry (2006-2008): Percentage Breakdown of Outsourced Agent Positions by Domestic and Offshore Locations (includes corresponding Graph/Chart)...III-36
Availability of Large English-Speaking and Multilingual Talent Pools...III-36
1$200
   Issues and Trends...III-37
Unsolicited Telemarketing – Canada Fights Back...III-37
Call Centers into Less Populous Towns...III-37
Strategic Corporate Developments...III-37
1$75
   B. Market Analytics...III-38
Table 25: Canadian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)...III-38

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)...III-38
1$200
  3. Japan...III-392 $200  
   A. Market Analysis...III-39
Current and Future Analysis...III-39
Strategic Corporate Developments...III-39
1$75
   B. Market Analytics...III-40
Table 27: Japanese Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)...III-40

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)...III-40
1$200
  4. Europe...III-4114 $1075  
   A. Market Analysis...III-41
Current and Future Analysis...III-41
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)...III-41
1$200
   Issues and Trends...III-42
Finance Industry Seeks Call Center Services...III-42
An Important Hub...III-42
Highly Fragmented Market...III-42
1$75
   EU Call Center Revenues – A Four Nation Show?...III-43
Table 30: European Call Center Services (2007 & 2010): Annual Service Revenues (in US$ Million) for France, Germany, United Kingdom and The Netherlands (includes corresponding Graph/Chart)...III-43
Locational Parameters – Important Trends...III-43
1$200
   Priority Requirements...III-44
High-Profile Locations...III-44
Ireland, the Netherlands and the UK...III-44
The Downside of the Success Story...III-44
1$75
   Alternate Regional Destinations...III-45
Sub-regional Concept Rules Supreme ...III-45
Market Drivers...III-45
Educated and Multilingual Workforce – An Advantage...III-45
1$75
   CRM Technologi1ies Herald Evolution of Multimedia Contact Centers...III-46
Rise in Internet and e-Commerce Spells Growth for Web-based Call Centers...III-46
Market Trends...III-46
Growth Moves to Small & Suburban Towns...III-46
1$75
   Call centers Grow Techno-centric...III-47
Competition – Having it the Customer’s way...III-47
1$75
   Outsourced Call Center Agent Positions on the Rise...III-48
Internet-Call Center Integration Takes Wings in Europe...III-48
Multimedia Contact Centers Spring up in Unexploited Markets...III-48
1$75
   Technology Trends...III-49
Voice over IP – Preferred Medium in Web-based Call Centers...III-49
Speech Recognition Technologies - Hold Promising Potential...III-49
CTI – The New Buzz Word on the Rounds...III-49
1$75
   Vertical Industry Highlights...III-50
Leading Call Center Revenue Earners...III-50
Banks and Insurance Step up the Gas on Call Center Usage...III-50
Banks...III-50
1$75
   Insurance Companies...III-51
Growth in Call Center Seats – A Historic View...III-51
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)...III-51
1$200
   B. Market Analytics...III-52
Table 32: European Recent Past, Current and Future Analysis for Call Centers by Geographic Region – France, Germany, Italy, UK, Spain, Russia, The Netherlands, Ireland, Sweden and Rest of Europe Markets Independently Analyzed with Annual Service Revenues in US$ million for Years 2000 through 2010 (includes corresponding Graph/Chart)...III-52
1$200
   Table 33: European Long Term Projections for Call Centers by Geographic Region – France, Germany, Italy, UK, Spain, Russia, The Netherlands, Ireland, Sweden and Rest of Europe Markets Independently Analyzed with Annual Service Revenues in US$ million for Years 2011 through 2015 (includes corresponding Graph/Chart)...III-531$200
   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)...III-54
1$200
  4a. France...III-555 $475  
   A. Market Analysis...III-55
Current and Future Analysis...III-55
A Leading West European Call Center Market...III-55
Home Banking & Finance Sectors Drive Call Center Growth...III-55
1$75
   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)...III-56
Leading Players...III-56
Other Regional Players...III-56
ATOS Origin S.A. (France)...III-56
1$200
   Teleperformance...III-57
Strategic Corporate Developments...III-57
2$150
   B. Market Analytics...III-59
Table 36: French Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)...III-59

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)...III-59
1$200
  4b. Germany...III-605 $475  
   A. Market Analysis...III-60
Current and Future Analysis...III-60
German Call Centers – An Introduction...III-60
Table 38: German Call Centers Market (2006E): Percentage Breakdown of Number of Companies by Sales Revenues (includes corresponding Graph/Chart)...III-60
1$200
   Issues and Trends...III-61
Key Issues...III-61
Stringent Labor Laws Restrict Rapid Growth...III-61
Liberalization Opens Avenues for Overseas Players...III-61
Stringent Regulatory Norms Set Up High Entry Barriers...III-61
1$75
   Market Trends...III-62
Increased use of Mobile Phones Restrict Web- Enabled Services...III-62
ACD Systems – Promising Potential for Hardware Vendors...III-62
Market Drivers...III-62
Exceptionally High Standards of Customer Service...III-62
1$75
   Availability of Skilled and Relatively Low cost Labor...III-63
Well-developed Infrastructure Facilities...III-63
Leading Players...III-63
Strategic Corporate Developments...III-63
1$75
   B. Market Analytics...III-64
Table 39: German Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)...III-64

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)...III-64
1$200
  4c. Italy...III-652 $300  
   A. Market Analysis...III-65
Current and Future Analysis...III-65
Leading Players...III-65
B. Market Analytics...III-65
Table 41: Italian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding graph/Chart)...III-65
1$200
   Table 42: Italian Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)...III-66
1$200
  4d. The United Kingdom...III-676 $375  
   A. Market Analysis...III-67
Current and Future Analysis...III-67
Largest and the Most Developed...III-67
1$75
   Financial Services Command More Share...III-68
Issues and Trends...III-68
UK Contact Center Industry – Growth Despite Adversities...III-68
UK Companies Reverting to Domestic Call Centers...III-68
Market Players...III-68
1$75
   Strategic Corporate Developments...III-693$225
   B. Market Analytics...III-72
Table 43: UK Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)...III-72

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)...III-72
1$200
  4e. Spain...III-733 $300  
   A. Market Analysis...III-73
Current and Future Analysis...III-73
Market Drivers...III-73
Multilingual Workforce...III-73
1$75
   Government Initiatives...III-74
Leading Players...III-74
B. Market Analytics...III-74
Table 45: Spanish Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)...III-74
1$200
   Table 46: Spanish Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)...III-75
1$200
  4f. Russia...III-763 $300  
   A. Market Analysis...III-76
Overview - A Long Way to Go ...III-76
Current and Future Analysis...III-76
Outlook-Not So Bleak After All ...III-76
Issues and Trends...III-76
Leading Call Center Investors...III-76
Poor Telecom Infrastructure Continues to Impede Rapid Market Growth...III-76
1$75
   Leading Players...III-77
Strategic Corporate Developments...III-77
B. Market Analytics...III-77
Table 47: Russian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)...III-77
1$200
   Table 48: Russian Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)...III-78
1$200
  4g. The Netherlands...III-795 $425  
   A. Market Analysis...III-79
Current and Future Analysis...III-79
Netherlands- Mature Call Center Market...III-79
The “King of Benelux” Call Center Market...III-79
Favorite Call Center Destination for Pan-European Operations...III-79
1$75
   Market Drivers...III-80
Multilingual Workforce with a Diverse Cultural Background...III-80
Availability of Formally Qualified Computer- Literate Labor...III-80
1$75
   Relatively Low Labor and Operational Costs...III-81
Hassle-free Legal & Regulatory Framework...III-81
No Bar on B2C and B2B Telemarketing Calls...III-81
1$75
   Widespread Consumer Acceptance to Products/ Services via Call Centers...III-82
Leading Players...III-82
B. Market Analytics...III-82
Table 49: The Netherlands Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)...III-82
1$200
   Table 50: The Netherlands Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)...III-83
1$200
  4h. Ireland...III-844 $325  
   A. Market Analysis...III-84
Current and Future Analysis...III-84
A Leading European Call Center Market...III-84
Preferred Destination for US Players...III-84
Large Educated Workforce Capable of Handling All Major European Languages...III-84
1$75
   Relatively Low Costs of Employment...III-85
Government Initiatives...III-85
Issues & Trends...III-85
A Maturing Market...III-85
Increased Competition from Asian Nations...III-85
1$75
   Leading Players...III-86
British Telecom Northern Ireland...III-86
HCL BPO Services NI Ltd...III-86
Strategic Corporate Developments...III-86
1$75
   B. Market Analytics...III-87
Table 51: Irish Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)...III-87

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)...III-87
1$200
  4i. Sweden...III-883 $300  
   A. Market Analysis...III-88
Current and Future Analysis...III-88
Ranked Among Evolving European Call Center Markets...III-88
Market Drivers...III-88
Relatively Low Labor Cost...III-88
1$75
   Availability of Educated and Internet-Savvy Workforce...III-89
Leading Players...III-89
B. Market Analytics...III-89
Table 53: Swedish Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)...III-89
1$200
   Table 54: Swedish Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)...III-90
1$200
  4j. Rest of Europe...III-916 $350  
   A. Market Analysis...III-91
Current and Future Analysis...III-91
Major Regional Markets...III-91
Belgium...III-91
Regulatory Environment...III-91
Denmark...III-91
1$75
   Norway...III-92
Central and Eastern Markets...III-92
Hungary...III-92
Austria...III-92
1$75
   Finland...III-93
Poland...III-93
Czech Republic...III-93
1$75
   Strategic Corporate Developments...III-942$150
   B. Market Analytics...III-96
Table 55: Rest of Europe Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)...III-96

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)...III-96
1$200
  5. Asia-Pacific...III-979 $1000  
   A. Market Analysis...III-97
Current and Future Analysis...III-97
The New Worldwide Call Center Hub...III-97
Contact Centers in Asia – An Introduction...III-97
1$75
   Table 57: Asian Call Centers Industry (2006): Average Employee Tenure (in Months) for Singapore, Korea, China, Philippines and India (includes corresponding Graph/Chart)...III-98

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)...III-98
Call Centers Constitute Sizeable Employment Option...III-98
Table 59: Number of Call Centers in Asia-Pacific (Incl. Japan) over the Years 2003 through 2008 (includes corresponding Graph/Chart)...III-98
1$200
   Table 60: Number of Call Center Agents in Asia-Pacific (Incl. Japan) over the Years 2003 through 2008 (in thousands) (includes corresponding Graph/Chart)...III-99

Table 61: Asian Call Centers Market (2007E): Number of Call Center Seats for India, China, Philippines, Malaysia, Thailand and Singapore (includes corresponding Graph/Chart)...III-99
Regional Disparity in Growth...III-99
China...III-99
India...III-99
1$200
   Philippines...III-100
Australia...III-100
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)...III-100
Low Labor and Operational Costs Remain Trump Cards...III-100
Does Intense Competition Imply Unparalleled Customer Service?...III-100
1$200
   Changing Scenario in Asian Contact Center Industry...III-101
Human Resources – Most Challenging Aspect...III-101
Table 63: Asian Call Center Industry (2007): Average Annual Pay (in US$) of Contact Center Agent in Singapore, Malaysia, Thailand, Philippines, India and China (includes corresponding Graph/Chart)...III-101
1$200
   Table 64: Asian Contact Center Industry (2007): Percentage Breakdown of Expenditure on Labor, Technology, Telecommunications and Others (includes corresponding Graph/Chart)...III-102
Transforming Technologies...III-102
Issues and Trends...III-102
Poor Telecom Infrastructure Hinders Rapid Growth...III-102
Internet-Call Center Integration Picks Up Momentum...III-102
1$200
   Leading Players...III-103
B. Market Analytics...III-103
Table 65: Asia-Pacific Recent Past, Current & Future Analysis for Call Centers by Geographic Region –Australia, China, India, Philippines, Singapore, and Rest of Asia-Pacific Markets Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)...III-103
1$200
   Table 66: Asia-Pacific Long Term Projections for Call Centers by Geographic Region –Australia, China, India, Philippines, Singapore, and Rest of Asia-Pacific Markets Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)...III-1041$200
   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)...III-105
1$200
  5a. Australia...III-1065 $400  
   A. Market Analysis...III-106
Overview...III-106
Current and Future Analysis...III-106
Well-Educated High Caliber Workforce...III-106
1$75
   Ideal location for 24/7 Call Center Services...III-107
Outsourced Call Center Industry...III-107
1$75
   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)...III-108
Outlook...III-108
Issues and Trends...III-108
High Workforce Turnover...III-108
1$200
   Call Centers Re-establish Focus on Inbound Customer Service...III-109
Leading Players...III-109
Quality Plus Callscan Australia Pty Ltd....III-109
Strategic Corporate Developments...III-109
1$75
   B. Market Analytics...III-110
Table 69: Australian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)...III-110

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)...III-110
1$200
  5b. China...III-1114 $300  
   A. Market Analysis...III-111
Overview...III-111
Current and Future Analysis...III-111
Deregulation Triggers Rapid Progress...III-111
1$75
   Focus on Low-Cost Call Center Solutions...III-112
Strategic Corporate Developments...III-112
2$150
   B. Market Analytics...III-114
Table 71: Chinese Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)...III-114

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)...III-114
1$200
  5c. India...III-11517 $1050  
   A. Market Analysis...III-115
Overview...III-115
Current and Future Analysis...III-115
Emergence of Indian BPOs – A Peek into History...III-115
1$75
   Consolidation Paves the way...III-116
Major Consolidation Deals in the Indian Call Center Landscape (2004 & 2005)...III-116
Outsourcing Drives Growth in Call Center Market...III-116
1$75
   Table 73: Indian Call Centers Industry (2006-2008): Percentage Breakdown of Outsourced Agent Positions by Domestic and Offshore Locations (includes corresponding Graph/Chart)...III-117

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)...III-117
Trends and Issues...III-117
The National Do-Not-Call Registry...III-117
1$200
   Government Relaxes Legislation...III-118
Phone Calls Projected to Decline...III-118
Table 75: Indian Call Centers Industry (2006E): Percentage Breakdown of Enquiries by Communication Mode for Telephone, Email and SMS (includes corresponding Graph/Chart)...III-118
1$200
   Market Drivers...III-119
Large Educated English-Speaking Work Pool...III-119
Availability of Technical-savvy Labor...III-119
Relatively Low Labor and Operational Costs...III-119
1$75
   Table 76: Call Center Services in India: Annual Cost Savings (2003) – India Vs US (includes corresponding Graph/Chart)...III-120
Specialization – Leading to Differentiation...III-120
Change – The Only Constant that Drives Growth...III-120
A Leading Market for IT-Enabled Services Outsourcing...III-120
1$200
   Advantageous Time Zone for 24/7 Operations...III-121
Call Center Jobs Held in High Esteem...III-121
Government Initiatives...III-121
1$75
   Key Issues...III-122
Unreliable Telecom Infrastructure...III-122
1$75
   Bandwidth – Dampen Customer Connectivity...III-123
Agent Training to Neutralize Indiscernible Accents...III-123
Lack of Seasoned Management with Adequate Call Center Experience...III-123
Other Issues ...III-123
Small Call Centers - Where the Action Is!...III-123
UK’s Blatant Opposition to Indian Outsourcing...III-123
1$75
   Competitive Scenario...III-124
The Mood is Infectious Indian Majors Join the Bandwagon...III-124
1$75
   24/7Customer...III-125
IBM Daksh Business Process Services Pvt. Ltd...III-125
Datamatics Technologies Ltd....III-125
GTL Ltd....III-125
1$75
   Genpact...III-126
Wipro Technologies...III-126
Top 15 3rd-party ITeS-BPO Companies in India (2004-2007): Ranked by
  Revenues...III-126
1$75
   Strategic Corporate Developments...III-1273$225
   B. Market Analytics...III-130
Table 77: Indian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)...III-130
1$200
   Table 78: Indian Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)...III-131
1$200
  5d. Philippines...III-1327 $700  
   A. Market Analysis...III-132
Current and Future Analysis...III-132
BPO – A New Avenue for Filipinos...III-132
1$75
   Favorable Factors for Philippines Contact Centers Market...III-133
A Fast Moving Call Center Market...III-133
1$75
   Table 79: The Philippines Call Center Industry (2006-2008): Percentage Breakdown of Outsourced Agent Positions by Domestic and Offshore Locations (includes corresponding Graph/Chart)...III-134

Table 80: Philippines Call Center Market (2001-2007): Breakup by Number of Seats (includes corresponding Graph/Chart)...III-134
Low Labor Costs Attract Overseas Players...III-134
1$200
   Call Centers Support Other Sectors...III-135
Companies Scour Non-Urban Locations for Call Centers...III-135
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)...III-135
Issues and Trends...III-135
Human Resource – A Barrier for Philippines Outsourcing Industry...III-135
1$200
   Leading Players...III-136
Strategic Corporate Developments...III-136
1$75
   B. Market Analytics...III-137
Table 82: Philippines Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)...III-137
1$200
   Table 83: Philippines Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)...III-138
1$200
  5e. Singapore...III-1392 $275  
   A. Market Analysis...III-139
Current and Future Analysis...III-139
B. Market Analytics...III-139
Table 84: Singapore Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)...III-139
1$200
   Table 85: Singapore Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)...III-140
1$200
  5f. Rest of Asia-Pacific...III-1414 $375  
   A. Market Analysis...III-141
Overview and Analysis...III-141
Current and Future Analysis...III-141
Key Markets...III-141
Malaysia...III-141
Pakistan – A Potential Market...III-141
1$75
   Strategic Corporate Developments...III-1421$75
   B. Market Analytics...III-143
Table 86: Rest of Asia-Pacific Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)...III-143
1$200
   Table 87: Rest of Asia-Pacific Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)...III-144
1$200
  6. Latin America...III-1456 $725  
   A. Market Analysis...III-145
Current and Future Analysis...III-145
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)...III-145
A Growing Call Center Market...III-145
1$200
   Table 89: Number of Call Center Agents in Latin America over the Years 2003 through 2008 (In Thousands) (includes corresponding Graph/Chart)...III-146

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)...III-146
1$200
   Intense Competition to Win Customers Driving Call Center Growth...III-147
Emerging Regions...III-147
1$75
   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)...III-148
Select Player Review...III-148
1$200
   B. Market Analytics...III-149
Table 92: Latin American Recent Past, Current & Future Analysis for Call Centers by Geographic Regions- Brazil, Mexico and Rest of Latin American Markets Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)...III-149
1$200
   Table 93: Latin American Long Term Projections for Call Centers by Geographic Regions- Brazil, Mexico and Rest of Latin American Markets Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)...III-150

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)...III-150
1$200
  6a. Brazil...III-1514 $425  
   A. Market Analysis...III-151
Current and Future Analysis...III-151
Leading Call Center Market in Latin America...III-151
Changing Structure of Contact Center Industry...III-151
Competition...III-151
1$75
   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)...III-152

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)...III-152
1$200
   New Product/Service Introductions...III-153
B. Market Analytics...III-153
Table 97: Brazilian Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)...III-153
1$200
   Table 98: Brazilian Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)...III-154
1$200
  6b. Mexico...III-1555 $575  
   A. Market Analysis...III-155
Current and Future Analysis...III-155
An Emerging Call Center Hub...III-155
Call Center Infrastructure...III-155
1$75
   Regional Distribution of Call Centers...III-156
Table 99: Regional Distribution of Call Centers in Mexico (2006): Percentage Breakdown by Mexico City, Monterrey, Guadalajara, Tijuana and Others (includes corresponding Graph/Chart)...III-156

Table 100: Mexican Call Center Industry (2006-2008): Percentage Breakdown of Outsourced Agent Positions by Domestic and Offshore Locations (includes corresponding Graph/Chart)...III-156
Labor Issues...III-156
1$200
   Major Players...III-157
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)...III-157
1$200
   Strategic Corporate Developments...III-158
B. Market Analytics...III-158
Table 102: Mexican Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)...III-158
1$200
   Table 103: Mexican Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)...III-159
1$200
  6c. Rest of Latin America...III-1603 $325  
   A. Market Analysis...III-160
Overview and Outlook...III-160
Current and Future Analysis...III-160
Argentinean Contact Centers Industry – Highlights...III-160
Call Centers Market in Chile...III-160
Strategic Corporate Developments...III-160
1$75
   B. Market Analytics...III-161
Table 104: Rest of Latin America Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 2010 (includes corresponding Graph/Chart)...III-161
1$200
   Table 105: Rest of Latin American Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart)...III-162
1$200
  7. Rest of World...III-1636 $950  
   A. Market Analysis...III-163
Current and Future Analysis...III-163
Caribbean – Emerging as a Major Call Center Destination...III-163
Multilingual Skills and Low Employment Costs Attract Global Players...III-163
Jamaica – Preferred Call Center Outsourcing Destination...III-163
1$75
   South Africa...III-164 1$75
   Table 106: Number of Call Centers in South Africa (2006-2008) (includes corresponding Graph/Chart)...III-165

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)...III-165
Western Cape Emerging as the Preferred Hub...III-165
1$200
   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)...III-166
Strategic Corporate Developments...III-166
1$200
   B. Market Analytics...III-167
Table 109: Rest of World Recent Past, Current & Future Analysis for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2000 through 20104 (includes corresponding Graph/Chart)...III-167
1$200
   Table 110: Rest of World Long Term Projections for Call Centers Independently Analyzed with Annual Service Revenues in US$ million for the Years 2011 through 2015 (includes corresponding Graph/Chart) ...III-1681$200
IV. COMPETITIVE LANDSCAPE 336$995
  
Total Companies Profiled: 212 (including Divisions/Subsidiaries - 227)

Region/Country                 Players

The United States                   122
Canada                                2
Japan                                 3
Europe                               42
     France                          14
     Germany                          4
     The United Kingdom              14
     Spain                            1
     Rest of Europe                   9
Asia-Pacific (Excluding Japan)       42
Latin America                        11
Africa                                5
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