Global Call Centers Industry

LONDON, Sept. 22, 2016 /PRNewswire/ -- This report analyzes the worldwide markets for Call Centers in US$ Million by the following Types: In-House, and Outsourced. The report provides separate comprehensive analytics for the US, Canada, Japan, Europe, Asia-Pacific, Latin America, and Rest of World. Annual estimates and forecasts are provided for the period 2015 through 2022. Also, a six-year historic analysis is provided for these markets. Market data and analytics are derived from primary and secondary research. Company profiles are primarily based on public domain information including company URLs. The report profiles 138 companies including many key and niche players such as -

 [24]7 Inc.
Alliance Data Systems, Inc.
ATOS S.A
BT Communications (Ireland) Limited
Capita Customer Management Limited



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I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS

Study Reliability and Reporting Limitations I-1 Disclaimers.............. I-2 Data Interpretation & Reporting Level I-2 Quantitative Techniques & Analytics I-3 Product Definitions and Scope of Study I-3 In-House Call Centers..............I-3 Outsourced Call Centers..............I-3

II. EXECUTIVE SUMMARY

1. INDUSTRY OVERVIEW.............. II-1 Call Centers: A Quick Primer..............II-1 Telecom Revolution Sets the Initial Platform for Call Centers to Evolve & Prosper..............II-2 Spurt in Mobile Telephony: The Key Driver of Industry Transformation Seen Over the Last Two Decades II-2 Table 1: Global Mobile Phone Market (2014): Breakdown of Number of Mobile (SIM) Connections (in Millions) by Select Countries (includes corresponding Graph/Chart) II-3

Table 2: Global Mobile Phone Penetration (2014 & 2015E): Teledensity for Countries with Highest Number of Mobile Subscriptions per 100 Inhabitants (includes corresponding Graph/Chart).............. II-3

Table 3: Global Smartphone Connections (in Billions) and Adoption Rate (as a Percentage of Total Mobile Connections) for Years 2013 through 2020 (includes corresponding Graph/Chart).............. II-4

Table 4: Smartphone Penetration Worldwide (as a Percentage of Total Population) for Major Countries: 2014 (includes corresponding Graph/Chart)..............II-5

Table 5: Smartphone Penetration Rate (%) for Select Countries Worldwide as a Percentage of Mobile Phone Users: 2014 (includes corresponding Graph/Chart) II-6

Table 6: Global Market for Smartphones (2013, 2015 & 2018): Breakdown of Sales in Million Units by Geographic Region/Country (includes corresponding Graph/Chart) II-7 Strong Global Economic Growth Spurs Call Center Activity in Early to Mid-2000s.............. II-7 Global Call Center Industry Hits a Trough During 2007-2009 Economic Recession Before Temporarily Recovering in 2010 II-8 After a Volatile Period of Growth Between 2012 & Early 2014, Call Center Market Set for a Stable Growth in Short to Medium Term Period.............. II-8 Outlook.............. II-10 Developed Markets Continue to Maintain their Dominance II-10 Developing Markets to Turbo Charge Future Growth II-11 Competition: Having it the Customer's way II-11

2. NOTEWORTHY MARKET TRENDS, GROWTH DRIVERS & ISSUES II-12 Outsourced Call Center Services Gain Traction - Emerge as Fastest Growing Call Center Provisioning Strategy II-12 Despite Outsourcing Wave, In-House Call Centers Continue to Remain Dominant.............. II-14 Offshore Call Centers: The Key Growth Vertical for Developing World.............. II-15 A Brief Sketch of Major Offshore Destinations for Call Centers II-15 Philippines.............. II-16 India.............. II-16 China.............. II-16 Malaysia.............. II-17 Czech Republic.............. II-17 Singapore.............. II-17 Brazil.............. II-17 Poland.............. II-17 Egypt.............. II-18 Mexico.............. II-18 Onshore Call Centers - Still in the Reckoning II-18 Industry Seeing a New Wave of Re-Shoring & Nearshoring Strategies II-19 Right Shoring & Blending Gains Traction in Call Center Operations II-20 Network Strategy: A Critical Component in Selection of a New Destination.............. II-20 Mass Market Call Centers Outnumber B2B Call Centers II-20 Table 7: Global Call Centers Market (2015): Percentage Share Breakdown of Number of Call Centers by Type (includes corresponding Graph/Chart)..............II-21

Table 8: Global Call Centers Market (2015): Average Number of Call Center Employees by Call Center Type II-21 Multiple Outsourced Call Centers: Order of the Day II-21 Customer Service & Technical Support - Primary Focus Areas for In-Bound Call Centers..............II-22 Out-Bound Call Centers Make their Mark But Challenged by Many Issues.............. II-22 Blended Call Centers Grow in Prominence II-22 From Cost Centers to Profit Centers - Call Centers Go Beyond Service & Support Functions to Adopt Sales & Marketing Capabilities.............. II-23 Continued Volatility in Economic Environment Calls for Modifications in Call Center Business Models II-23 Call Centers Target Low Wage Cities II-24 Table 9: Global Call Center Market (2015): Percentage Share Breakdown of Costs by Spending Area (includes corresponding Graph/Chart).............. II-24 Home Agents Model Emerges as a New Profitable Approach II-24 Hosted or Virtual Call Centers on the Rise II-25 Virtual Call Centers Promise New Opportunities II-25 Move Towards 'Cloud': The Mega Trend II-26 SMB Sector Steers the Momentum II-27 Integrated Services: Offering a Level Playing Field to Small- and Mid-Sized Players..............II-27 Growing Focus on Enhancing Operational Efficiency & Quality of Service Delivery.............. II-28 Call Centers See the Rise of 'Multi-Channel' Strategy II-28 Table 10: Global Call Centers Market - Percentage Share Breakdown of Number of Outsourced Call Center Contracts by Number of Communication Channels Deployed (includes corresponding Graph/Chart)..............II-28 Integration of Social Media & the Call Center: The New Fad II-28 Opportunity Indicators..............II-30 Table 11: Number of Internet Users Worldwide & Penetration Rates for Years 2015 & 2019P (includes corresponding Graph/Chart).............. II-30

Table 12: Number of Social Network Users Worldwide & Penetration Rates for Years 2015 & 2019P (includes corresponding Graph/Chart)..............II-30 Multi-Language Contact Centers - A Major Trend II-30 Improving 'Customer Experience' Turns into Core Area for Call Centers.............. II-31 Customer Experience Management: Leveraging Call Center Data with Decision Making..............II-31 CEM as a Value Proposition..............II-32 Call Centers Look to Hire Skilled Employees to Improve Prospects II-32 Growing Focus on Hiring/Deploying Multi-Skilled Employees II-33 KPIs and Metrics Take Center Stage II-33 Operational Efficiency Measures for a Call Center - Ranked in Order of Influence..............II-33 Employee Satisfaction Measures for a Call Center - Ranked in Order of Influence..............II-34 Call Recording and Monitoring: A Proven Channel for Quality Improvement.............. II-34 Size of Call Center Remains the Key Criterion for Call Recording Technologies..............II-34 Average Call Length Continues to be a Key Quantification Metric II-34 Table 13: Call Lengths by Call Center Size (includes corresponding Graph/Chart)..............II-35 Call Abandonment Rates Bring In More Operational Transparency II-35 Table 14: Call Abandonment Rates by Call Center Size (includes corresponding Graph/Chart) II-36 Table 15: Call Abandonment Rates by Vertical Business Sector (includes corresponding Graph/Chart) II-36 Measurement of Agent Activity: A Critical Need II-37 Table 16: Breakdown of Time Spent by Call Center Employee by Activity (includes corresponding Graph/Chart) II-37 Call Answering Speed: Key to Measuring Efficiency II-37 First-Call Resolution: Key to Call Center's Success II-37 Companies Focus Hard Agent Training & Feedback II-38 Tapping Technology for Enhancing Operational Efficiency & Improving Service Quality..............II-38 Internet Technologies Revolutionize Call Centers II-39 Internet / Web-enabling Technologies for Call Centers II-39 Web Sites and Call Centers: United They Thrive II-40 Emergence of Web 2.0 Extends New Opportunities for Call Centers II-40 Help Desk and Call Center Companies Shift Solutions to Browser-based Architecture..............II-40 WebRTC - Key Enabling Technology for Browser Based Call Center II-41 Call Centers Embrace IP for Better Efficiency II-41 VoIP and Open-Source, Standards-Based Software Make Huge Strides in the Call Center Landscape II-42 VoIP: Fast Replacing Circuit-Switched Architectures II-42 CRM: A Shot in the Arm for Call Centers II-43 CRM Technologies Herald Evolution of Multimedia Call Centers II-43 CRM Comes to Aid in Multilingual Interactions II-43 From CRM to eRM: Multichannel Centers on the Rise II-44 Call Center Applications Diversify to Include Mobile Apps II-44 Video Emerges as a New Channel for Call Centers II-44 Voice/Speech Based Technologies Empower Call Center Training & Operations.............. II-44 Voice-Driven CRM Enlarge Scope for Customer Interactions II-45 Voice XML too Enhances Quality of Customer Interaction II-45 Workforce Management Solutions to the Fore II-46 Evolving Database Technologies and Management Strategies Guide Call Centers to Reach New Avenues II-46 Unified Communication: The New Avenue for Global Call Centers II-46 Customer Support & Sales Force Automation Dominate Software Applications.............. II-47 Multi-Site Call Routing Solutions: Popular with Large Global Firms.............. II-47 Automatic Call Distributing (ACD) Products- From Standalone to Open and Networked Systems..............II-47 Add-on/ACD Enhancement Products II-48 ACD Message Boards..............II-48 Digital Announcers/Automated Attendants/ Fax-on-Demand II-49 Digital Announcers..............II-49 Automated Attendants..............II-49 Fax-on-Demand.............. II-49 Dialing Platforms - The Advent of Call Blending II-49 Contact Management.............. II-49 Turnkey Solutions - Moving Onto PC/IP Platforms II-49 CTI Technologies on the Anvil II-50 CTI APIs and Middleware..............II-50 Placing of Outbound Calls..............II-50 Call Progress Detection..............II-50 Call-Through Technologies to Replace Call-Back and Text-Chat II-50 Key Issues.............. II-51 Growing Digital Engagement Dragging Down Voice Based Customer Interactions.............. II-51 Simplifying Complexities in Call Center Processes: A Key Area of Focus.............. II-51 Call Centers & the Regulatory Environment II-51 Despite Growing Prominence of Self-Service Digital Customer Service Solutions Call Centers Will Continue to Call Shots II-52

3. A PEEK INTO VERTICAL END-USE INDUSTRIES II-53 Introduction.............. II-53 End-Use Sectors for Call Centers: An Overview II-53 Table 17: Global Call Centers Market (2015): Percentage Breakdown of Call Center Spending by Vertical Industry - Retail and Distribution, Finance, Manufacturing, Services, Telecom, Public Services, IT, and Others (includes corresponding Graph/Chart)..............II-54 Banking & Finance.............. II-54 Banks Increasingly Perceive Call Center as a Sales & Service Point.............. II-54 Technology-Driven Banks Offering Service Enhancements at Contact Centers.............. II-55 Intelligent Call Routing..............II-55 Campaign Management Software II-55 Integration of Call Centers and Bank Branches II-55 Customer Differentiation..............II-56 Improved Methodologies for Effective Cross Selling II-56 Distribution & Retail..............II-56 Insurance.............. II-57 Insurance Companies Lead in Call Center Technology Absorption II-57 Insurers Make Call Center a Mainstay to Improve Customer Services.............. II-57 Healthcare.............. II-57 Hospitality.............. II-58 Manufacturing.............. II-58 Public Sector.............. II-59 Telecommunications..............II-59

4. CONCEPTUAL OVERVIEW..............II-60 Functional Definition..............II-60 Call Center Activities..............II-60 Inbound Call Reception and Routing II-60 Automated Inbound Call Routing II-61 Outbound Telemarketing Call..............II-61 Call Handling Time.............. II-61 Complaints Handling..............II-61 Customer Information Services / Help Desks II-62 Debt Chasing.............. II-62 Field Service Support..............II-63 Classification on the Basis of Ownership II-63 In-House Call Centers..............II-63 Outsourced Call Centers/Sub-Contractors II-63 Sub-Contractors Vs. In-House Call Centers II-64 Sub-Contractors Vs. In-House Call Centers: A Comparative Study II-64 Classification on the Basis of Markets Served II-64 Business-to-Business (B2B) Call Centers II-64 Mass Market Call Centers..............II-64 Universal Centers..............II-65 Business-to-Business (B2B) Vs. Mass Market Call Centers II-65 B2B Call Centers Vs. Mass Market Call Centers: A Comparative Study.............. II-65 Classification on the basis of Operations II-66 Inbound Call Centers..............II-66 Outbound Centers.............. II-66 Nature of Services Offered..............II-66 Consulting.............. II-66 Outsourcing.............. II-66 Training.............. II-66 Call Center Technologies-By Area of Application II-67 Voice.............. II-67 Telephone Switches (ACDs) and Voice Networks II-67 Telephone Switches/Automated Call Distributors (ACDs) II-67 Voice Networks.............. II-67 Voice Response Systems (IVR/VRU) II-67 Voice Response Unit (VRU)..............II-67 Speech Recognition Technologies II-68 Voice Over Internet Protocol (VoIP) II-68 Data.............. II-69 Workstations and Databases..............II-69 Workstations.............. II-69 Database.............. II-69 Customer Relationship Management II-69 CRM Tools.............. II-69 Enterprise CRM..............II-69 Mid-Market CRM..............II-69 Customer Data Integration..............II-70 Enterprise Analytics, Business Intelligence and Data Warehousing.............. II-70 Computer Telephony Integration (CTI) II-70 Web.............. II-70 Website and E-mail..............II-70 Website.............. II-70 E-Mail.............. II-70 Web Integration (Text chat and Web Calls) II-71 Web Chat.............. II-71 Web Call-back.............. II-71 Fully Integrated Unified Messaging System II-71 Multimedia Technologies..............II-71 Systems.............. II-71 ACD Systems.............. II-71 Automatic Call Distributor (ACD) II-72 Outbound System.............. II-72 Interactive Voice Response (IVR) Systems II-72 Voice Messaging Systems..............II-73 Simple Voice Message Broadcasting II-73 Custom Voice Message Broadcasting II-73 Voice Message Broadcasting and Touchphone Response II-73 Software.............. II-73 Workforce Management Software..............II-73 Workforce Automation Software II-74 Sales Force Automation Software II-74 For Sales Executives..............II-74 For Sales Manager..............II-75 Customer Interaction Software..............II-75 CTI Enabling Software..............II-75 Call Monitoring Software..............II-76

5. STRATEGIC INSIGHT.............. II-77 Site Location Strategies..............II-77 Introduction to Site Location II-77 The Basics.............. II-77 Major Parameters in Site Location II-77 Labor, Labor and Labor..............II-77 Education.............. II-78 Infrastructure.............. II-78 Cost.............. II-78 Labor Costs.............. II-78 Infrastructure and Technology Costs II-78 Occupancy/Real estate Costs..............II-79 Taxes.............. II-79 Start-up Costs.............. II-79 Other Factors in Site Selection II-79 'Cross-Media Centers' - A Preview of Next Generation 'Contact' Strategies.............. II-79 Cross-Media Call Center Architecture II-80 Queuing Architecture..............II-80 Queue Engine.............. II-80 Contingency Strategies - Ensuring Business Continuity in a Disaster.............. II-80 Down Time Hurts in a Time-Sensitive Environment II-80 Business Continuity Plan - The Basics II-80 Other Considerations While Drafting a Business Continuity Plan II-81 Evolution of the New Age Contact Centers II-82 CRM and Contact Centers: Two Worlds Apart II-82 The Contact Center Disharmony..............II-83 Contact Centers in Defense..............II-83 Complex Structural Setup..............II-83 Hierarchical Reporting Structure II-83 Time to Realign Priorities..............II-84 New Age Contact Centers: Critical Areas of Focus II-84 In Conclusion.............. II-84 The Modern Day Call Center..............II-85 Technologies in Use in a New Age Setup II-85 Skill-based Routing..............II-85 Routing Strategies..............II-85 Types of Contacts in a Contact Center II-86

6. CALL CENTER CONSOLIDATION - WHETHER, WHY AND HOW II-87 Widely Dispersed Call Centers: A Key Rationale II-87 Motivators for Call Center Consolidation II-88 Costs of Scale.............. II-88

7. PERTINENT REGULATORY ISSUES..............II-89 Call Centers - A Highly Regulated Industry II-89 Legal and Regulatory Framework II-89 Prdictive Dialing.............. II-89 The Preface to the Showdown..............II-90 Privacy Legislations..............II-90 Federal Laws prohibits Sale of Consumer Health Data II-90 Cell Phone Legislations Zap Outbound Calls? II-90

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