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Contact Centres Market Assessment 2010


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Previewing a Market Assessment

Published Date :
February 2010find similar
Report Type :
Market Assessmentfind similar
Report Sector :
Business Servicesfind similar
Price :
£ 575
Contents :
14 Chapters

Table of Contents

The table of contents below is for Contact Centres 2010

Executive Summary

1. Introduction

Background

Methodology

Problems In The Research Process

Definition

2. Strategic Overview

Market Dynamics

Issues For Callers

Comprehension

Delays

Complaint And Query Resolution

Fraud

Issues For Contact Centres

Infrastructure Failures And Crime

Compatibility And Convergence

Staff Skills

Award Winners

Market Status

Competitive Structure

Table.1: The Leading Contact-centre Companies In The Uk By Turnover, Pre-tax Profit And Number Of Staff (£m And Number),/2008/

Table.2: The Leading Contact-centre Companies In The Uk By Profit-to-sales Ratio (%),/

Table.3: Contact-centre Companies In The Uk With A Negative Profit-to-sales Ratio (%),/2008/

Table.4: Contact-centre Companies In The Uk By Average Employee Remuneration (£),/2008/

Consumer Trends

Market Outlook

Key Points

3. Work In Call And Contact Centres

Half A Million Workers

Table.1: Employment In Call Centres And Customer Care In The Uk (000), April To June-

Table.2: Employment In Call Centres And Customer Care In The Uk By Sector By Sex (000), April To June-

Table.3: Employment In Call Centres And Customer Care In The Uk By Type Of Contract By Sex (000), April To June

Home Working — Benefits And Barriers

Staff Turnover Remains High

Table.4: Median Salaries In Uk Call Centres By Staff Role (£),

Training Ladder In Place

Key Points

4. Contact-centre Specialists — The In-house Strand

Introduction

Capita

Table.1: The Capita Group Plc — Financial Performance (£000, Number, £ And %), Years Endingst December-

Vertex Data Science

Table.2: Vertex Data Science Ltd — Financial Performance (£000, Number, £ And %), Years Endingst March-

Ventura

Table.3: Club Ltd — Financial Performance (£000, Number, £ And %), Years Endingst January-

Key Points

5. Contact-centre Specialists — The Marketing Strand

Introduction

Ant Marketing

Arvato Services

Table.1: Arvato Services Ltd — Financial Performance (£000, Number, £ And %), Years Endingst December-

Becogent

Table.2: Becogent Ltd — Financial Performance (£000, Number, £ And %), Years Endingst December-

Broadcasting Support Services

Table.3: Broadcasting Support Services — Financial Performance (£000, Number, £ And %), Years Endingst March-

Callcredit Information Group

Table.4: Callcredit Information Group Ltd — Financial Performance (£000, Number, £ And %), Years Endingst December-

Careline Services

Table.5: Careline Services Ltd — Financial Performance (£000, Number, £ And %), Years Endingst December-

Cca International

Table.6: Cca International (uk) Ltd — Financial Performance (£000, Number, £ And %), Years Endingst December-

Converso

Table.7: Converso Contact Centres Ltd — Financial Performance (£000, Number, £ And %), Weeks Endingth February, Weeks Ending St March And Weeks Endingst March

Cpm United Kingdom

Table.8: Cpm United Kingdom Ltd — Financial Performance (£000, Number, £ And %), Years Endingst December-

Dataforce Group

Table.9: Twenty Plc — Financial Performance (£000, Number, £ And %), Years Endingst December-

Firstsource Solutions Uk

Table.10: Firstsource Solutions Uk Ltd — Financial Performance (£000, Number, £ And %), Years Endingst March-

Cj Garland

Table.11: Cj Garland & Co Ltd — Financial Performance (£000, Number, £ And %), Years Endingst October-

Golley Slater

Table.12: Golley Slater Group Ltd — Financial Performance (£000, Number, £ And %), Weeks Endingth November, Weeks Ending St March And Weeks Endingst March

Herotsc

Table.13: Telecom Service Centres Ltd — Financial Performance (£000, Number, £ And %), Weeks Endingst August And, And Weeks Endingst March

Inkfish Call Centres

Table.14: Inkfish Call Centres Ltd — Financial Performance (£000, Number, £ And %), Years Endingst March-

Lbm

Table.15: Lbm Holdings Ltd — Financial Performance (£000, Number, £ And %), Years Endingst May-

The Listening Company

Table.16: The Listening Company Ltd — Financial Performance (£000, Number, £ And %), Years Endingst October-

Pell & Bales

Table.17: Pell & Bales Ltd — Financial Performance (£000, Number, £ And %), Years Endingst March-

Promotional Logistics

Table.18: Promotional Logistics Ltd — Financial Performance (£000, Number, £ And %), Years Endingst December-

Response Handling

Table.19: Response Handling Ltd — Financial Performance (£000, Number, £ And %), Years Endingst January-

Sitel

Spark Response

Table.20: Spark Response Ltd — Financial Performance (£000, Number, £ And %), Years Endingth June-

Telegen Uk

Table.21: Telegen Uk Ltd — Financial Performance (£000, Number, £ And %), Years Endingth June-

Teleperformance

Table.22: Mm Teleperformance Ltd — Financial Performance (£000, Number, £ And %), Years Endingst December-

Trg Europe

Table.23: Trg Europe Plc — Financial Performance (£000, Number, £ And %), Weeks Endingst December, Weeks Ending Th June And Weeks Endingth June

Key Points

6. Contact-centre Specialists — The Communications, Systems And Software Strand

Introduction

Acxiom

Table.1: Acxiom Ltd — Financial Performance (£000, Number, £ And %), Years Endingst March-

Dimension Data Holdings/the Merchants Group

Table.2: Dimension Data Holdings Plc — Financial Performance ($000, Number, $ And %), Years Endingth September-

Kcom Contact Centres

Table.3: Kcom Contact Centres Ltd — Financial Performance (£000, Number, £ And %), Years Endingst March-

International Outsourcers: Key Companies

Bt

Table.4: Bt Group Plc — Financial Performance (£000, Number, £ And %), Years Endingst March-

Cable And Wireless

Table.5: Cable And Wireless Plc — Financial Performance (£000, Number, £ And %), Years Endingst March-

Convergys

Hp Enterprise Services (formerly Eds)

Microsoft

Communications, Systems And Software Companies Significant In Contact-centre Development

Aspect Software: Session Initiation Protocol

Avaya: Integrated Communications

Business Systems (uk): Voice And Data Recording

Table.6: Business Systems (uk) Ltd — Financial Performance (£000, Number, £ And %), Years Endingst December-

Cincom Systems: Crm Software

Table.7: Cincom Systems (uk) Ltd — Financial Performance (£000, Number, £ And %), Years Endingth September-

Mitel Networks: Computer Telephony Integration

Table.8: Mitel Networks Ltd — Financial Performance (£000, Number, £ And %), Years Endingth April-

Netcall: Telephone Callback

Plantronics: Headsets

Table.9: Plantronics Ltd — Financial Performance (£000, Number, £ And %), Weeks Endingrd April, Weeks Ending St April And Weeks Endingst March

Verint

Key Points

7. Promotion And Consulting

Customers Opting Out

Making An Exhibition

Contact Centres Within A Larger Technology Sector

Key Points

8. An International Perspective

Offshoring Rush Over

India Still The Offshore Hub

New Locations

Eastern Europe

Egypt

Tunisia And Morocco

The Philippines

South Africa

Latin America

Key Points

9. Pest Analysis

Economics Dominating Politics

Society: Dispersed And Flexible

Technology: Improving Customer Service

Compatibility And Convergence

Speech Recognition

E-mail

Acting On Incomplete Transactions

Social Media

Key Points

10. Consumer Dynamics

Introduction

Contact Centres: The Customer's Perspective

Failure To Communicate

Table.1: How Often Do People Understand Contact-centre Staff? (% Of Respondents),

Diversity In Experiences

Table.2: I Can Always Understand What Call-centre Staff Say To Me (% Of Respondents),

Frequent Understanding More Common Among The Young

Table.3: I Can Frequently Understand What Call-centre Staff Say To Me (% Of Respondents),

Understanding From Time To Time Is Not Good Enough

Table.4: I Can From Time To Time Understand What Call-centre Staff Say To Me (% Of Respondents),

Poor Communication Is A Serious Problem

Table.5: I Can Hardly Ever Understand What Call-centre Staff Say To Me (% Of Respondents),

Saving Costs At The Expense Of Customer Service

Table.6: I Waste Time Waiting For Automated Telephone Answering Systems To Connect Me To The Correct Person Or Department (% Of Respondents),

Table.7: I Waste Time Waiting For Automated Telephone Answering Systems To Connect Me To The Correct Person Or Department (% Of Respondents),-

Overwhelming Demand To Speak To Real People

Table.8: When I Telephone An Organisation I Would Rather Speak To A Real Person Than To An Automated Answering Service (% Of Respondents),

Table.9: When I Telephone An Organisation I Would Rather Speak To A Real Person Than To An Automated Answering Service (% Of Respondents),-

Telephone Still The Favourite Method Of Contact

Table.10: Preferred Method Of Contacting An Organisation (% Of Respondents),

Majority Prefer The Telephone

Table.11: When I Need To Contact An Organisation, I Prefer To Do So By Telephone (% Of Respondents),

Online Contact Not For Everyone

Table.12: When I Need To Contact An Organisation, I Prefer To Do So By E-mail Or By Clicking Through From Their Website (% Of Respondents),

Branch Visits Popular With The Elderly

Table.13: When I Need To Contact An Organisation, I Prefer To Do So By Going Into A Main Or Branch Office (% Of Respondents),

Letters Under Threat

Table.14: When I Need To Contact An Organisation, I Prefer To Do So By Letter Or Fax (% Of Respondents),

Demand For Flexible Communication Options

Table.15: I Like To Be Able To Choose The Way I Contact An Organisation, According To The Circumstances (% Of Respondents),

Table.16: If I Have To Contact A Company Or Organisation, I Would Prefer To Speak To Someone I Am Familiar With (% Of Respondents),-

Complaints: Big Scope For Improvement

Table.17: When I Telephone An Organisation With A Complaint, It Is Usually Resolved To My Satisfaction (% Of Respondents),

Queries Handled Better Than Complaints

Table.18: When I Telephone An Organisation With A Query, It Is Usually Answered To My Satisfaction (% Of Respondents),

Telesales Pressure A Minority Issue

Table.19: Salespersons Who Telephone Me To Persuade Me To Buy Something Always Make Me Feel Under Pressure (% Of Respondents),

Table.20: Salespersons Who Telephone Me To Persuade Me To Buy Something Frequently Make Me Feel Under Pressure (% Of Respondents),

Table.21: Salespersons Who Telephone Me To Persuade Me To Buy Something Make Me Feel Under Pressure From Time To Time (% Of Respondents),

Table.22: Salespersons Who Telephone Me To Persuade Me To Buy Something Hardly Ever Make Me Feel Under Pressure (% Of Respondents),

Curtains For Cold Calling?

Table.23: I Do Not Accept Telephone Calls From Salespersons Unless I Have Contacted Them Previously (% Of Respondents),

Key Points

11. The Future

Technology For Multiple Channels

Uncertainties To Resolve

Quality Versus Cost Control

Staff On Telephones Versus Web Self-service And E-mail

Building A Career Ladder Versus Staff Jumping Off It

Technological Upgrades: Beneficial Or A Waste Of Resources?

Administrative Process Versus Brand Promotion

Multishoring

Growth Doubts

Shake Out And In

Key Points

12. Glossary

General Terms

A, B, C1, C2, D, E

Berr

Bis

Bmrb Access

Bpo

Dti

Fulfilment

Ids

Nems

Nop

Ofcom

Outsource

Sarbanes-oxley Act

Spam

Call/contact-centre And Telephony Terms

Acd

Agent

Broadband

Call Centre

Call Logging

Cca

Cdi

Cold Calling

Crm

Cti

Contact Centre

Gprs

H.

Imap

Ip

Ivr

Kbps

Lan

Open-source Software

Pbx

Rfid

Sip

Sms

Speech Recognition

Tcp

Tdm

Telemarketing

Unified Communications

Unified Messaging

Voip

Wan

Workstation

13. Further Sources

Associations

Publications

General Sources

Government Sources

Other Sources

Key Note Sources