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UK Outsourced Contact Centres: Market insight report

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SOURCE Reportlinker

NEW YORK, March 19, 2013 /PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:

UK Outsourced Contact Centres: Market insight report
http://www.reportlinker.com/p01075466/UK-Outsourced-Contact-Centres-Market-insight-report.html#utm_source=prnewswire&utm_medium=pr&utm_campaign=Call_Center

The contact centre industry is relatively young. It grew rapidly over the past couple of decades but has been impacted by recent, less certain, economic conditions. Its working practices have continued to fall under scrutiny. This report reviews the UK contact, or call, centre industry. It quantifies the market size and historical growth rates while reviewing key factors behind these figures and exploring drivers of profitability. It also analyses drivers of industry growth – including relevant macroeconomic indicators and factors which determine volume and price for contact centres – setting out historical trends and forecasts.

It is intended for contact centre and business process outsourcing companies themselves as well as investors, banks, analysts, consultants and other parties with interests in the sector.

This report is based on
– Publicly available data including company annual reports, websites, press releases and government statistics
– Interviews with senior-level contacts in the market
– In-depth analysis of the macroeconomic environment and other relevant market drivers
Information from these sources has been synthesised and presented clearly and concisely with extensive use of charts and tables to illuminate points and support conclusions.

Contents

The outsourced contact centre market – 6
Market definition
Patterns and drivers of outsourcing
In-house vs outsourced
BPO
Local operation vs offshoring



Working environment – 13
Contact centre metrics and priorities
Staff turnover
Job quality
Other recent trends



Market size and growth – 17
Market size & growth
Performance of the leading contact centre providers



Market drivers – 23
Discussion of market drivers
Drivers and their impact



Competitive landscape – 27
Leading operators
Comparisons between leading operators
Mergers and acquisitions
Profiles of the main providers



Forecasts – 43
Key drivers forecast
Market forecast



Appendices – 48
List of abbreviations
About Apex Insight

Companies Mentioned

Vertex Data Science
Capita
Teleperformance
Arvato
Serco Listening Company
Sitel
Firstsource Solutions
HEROtsc
Webhelp
LBM Direct Marketing
Stream Global Services
Response
bss
Garlands Call Centres

To order this report:
Call_Center Industry: UK Outsourced Contact Centres: Market insight report

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