Contact Centres Market Assessment 2004


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Previewing a Market Assessment

Published Date :
October 2004find similar
Report Type :
Market Assessmentfind similar
Report Sector :
Business Servicesfind similar
Price :
£ 575
Contents :
15 Chapters

Table of Contents

The table of contents below is for Contact Centres 2004

Executive Summary

1. Introduction

Overview

Research

Problems In The Research Process

Definition

2. Strategic Overview

Market Dynamics

Slower Growth Rates

Table: The Number Of Call/contact Centres And Workstations In The Uk (number And),-2004

Different Estimates

Size Of Call/contact Centres

Table: The Estimated Number Of Contact Centres In The Uk By Number Of Workstations (number And %),

Regional Variations

Table: Regional Distribution Of Contact Centre Workstations (%),

Encouragement For Remote Areas

Competitive Structure

Financial Services Organisations

Table: The Number Of Contact Centres In The Uk By Industry Sector (%),

Public Sector Spurs Outsourcing

Costs Freeze Out Small Companies

Leaders In Customer Contact

3. Work In Call And Contact Centres

High Staff Turnover

Staff Turnover Worst In Outsourcing

Table: Turnover Of Call/contact Centre Agents In The Uk By Industry Sector (%),

Survey Results For And

Survey Results For Onwards

Starting Wages Static

Close Monitoring

Outsourcing

Career Scope Begins To Grow

Awards

Multiskilling For Happy Staff

4. The Outsourcing Boom

Outsourcing For Outbound

Problem Of Unprofitable Outsourcing

Fluidity: Comings And Goings

Shifts, Closures And Openings Overseas

Expansions In The Uk

Global Trends

Rapid Expansion Overseas

Europe Slower To Contract Abroad

Public Sector Boost

Drive From New Labour

Nhs Direct

Table: Funding For Nhs Direct (£m)/2004-2005/2006

5. Call Centre Specialists: The Communications Root

Overview

British Telecommunications

Table: Turnover, Pre-tax Profit And Number Of Employees For British Telecommunications Plc (£000 And Number), Years Endingst March-2004

Table: Financial Performance Of British Telecommunications Plc (% And £), Year Endingst March

Cable And Wireless

Table: Turnover, Pre-tax Profit And Number Of Employees For Cable And Wireless Plc (£000 And Number), Years Endingst March-2004

Table: Financial Performance Of Cable And Wireless Plc (% And £), Year Endingst March

Convergys

Nortel Networks

Sitel

Table: Turnover, Pre-tax Profit And Number Of Employees For Sitel Uk Ltd (£000 And Number), Years Endingst December-2002

Table: Financial Performance Of Sitel Uk Ltd (% And £), Year Endingst December

Thus

Other Companies

Ims Group

Rsl Com

6. Call Centre Specialists: The Systems And Software Root

Overview

Acxiom

Table: Turnover, Pre-tax Profit And Number Of Employees For Acxiom Ltd (£000 And Number), Years Endingst March-2003

Table: Financial Performance Of Acxiom Ltd (% And £), Year Endingst March

Blue Pumpkin

Table: Turnover, Pre-tax Profit And Number Of Employees For Blue Pumpkin Software Uk Ltd (£000 And Number), Years Endingst December-2002

Table: Financial Performance Of Blue Pumpkin Software Uk Ltd (% And £), Year Endingst December

Business Systems

Table: Turnover, Pre-tax Profit And Number Of Employees For Business Systems Uk Ltd (£000 And Number), Years Endingst December-2002

Table: Financial Performance Of Business Systems Uk Ltd (% And £), Year Endingst December

Cincom Systems

Table: Turnover, Pre-tax Profit And Number Of Employees For Cincom Systems (uk) Ltd (£000 And Number), Years Endingth September-2003

Table: Financial Performance Of Cincom Systems (uk) Ltd (% And £), Year Endingth September

Citel Technologies

Table: Turnover, Pre-tax Profit And Number Of Employees For Citel Technologies Ltd (£000 And Number), Years Endingst March-2003

Table: Financial Performance Of Citel Technologies Ltd (% And £), Year Endingst March

Concerto Software

Table: Turnover, Pre-tax Profit And Number Of Employees For Concerto Software (uk) Ltd (£000 And Number), Years Endingst December-2001

Table: Financial Performance Of Concerto Software (uk) Ltd (% And £), Year Endingst December

Dts Group

The Merchants Group

Table: Turnover, Pre-tax Profit And Number Of Employees For The Merchants Group Ltd (£000 And Number), Years Endingth September-2003

Table: Financial Performance Of The Merchants Group Ltd (% And £), Year Endingth September

Mitel Networks

Table: Turnover, Pre-tax Profit And Number Of Employees For Mitel Networks Ltd (£000 And Number), Years Endingth April-2003

Table: Financial Performance Of Mitel Networks Ltd (% And £), Year Endingth April

Nice Systems

Plantronics

Table: Turnover, Pre-tax Profit And Number Of Employees For Plantronics Ltd (£000 And Number), Years Endingst March-2003

Table: Financial Performance Of Plantronics Ltd (% And £), Year Endingst March

7. Call Centre Specialists: The Telemarketing Root

Overview

Broadsystem

Table: Turnover, Pre-tax Profit And Number Of Employees For Broadsystem Ltd (£000 And Number), Years Endingth June-2003

Table: Financial Performance Of Broadsystem Ltd (% And £), Year Endingth June

Cj Garland

Table: Turnover, Pre-tax Profit And Number Of Employees For Cj Garland & Co Ltd (£000 And Number), Years Endingst October-2002

Table: Financial Performance Of Cj Garland & Co Ltd (% And £), Year Endingst October

Clientlogic

Table: Turnover, Pre-tax Profit And Number Of Employees For Clientlogic (uk) Ltd (£000 And Number), Years Endingst December And

Table: Financial Performance Of Clientlogic (uk) Ltd (% And £), Year Endingst December

Cpm United Kingdom

Table: Turnover, Pre-tax Profit And Number Of Employees For Cpm United Kingdom Ltd (£000 And Number), Years Endingst December-2002

Table: Financial Performance Of Cpm United Kingdom Ltd (% And £), Year Endingst December

Harte-hanks

Table: Turnover, Pre-tax Profit And Number Of Employees For Harte-hanks Crm Services Uk Ltd (£000 And Number), Years Endingst December-2002

Table: Financial Performance Of Harte-hanks Crm Services Uk Ltd (% And £), Year Endingst December

Inkfish Call Centres

Table: Turnover, Pre-tax Profit And Number Of Employees For Inkfish Call Centres Ltd (£000 And Number), Years Endingth June-2003

Table: Financial Performance Of Inkfish Call Centres Ltd (% And £), Year Endingth June

Table: Turnover, Pre-tax Profit And Number Of Employees For Domestic & General Group Plc Ltd (£000 And Number), Years Endingth June And, And Weeks Endingst March

Table: Financial Performance Of Domestic & General Group Plc (% And £), Weeks Endingst March

Isky Europe

Table: Turnover, Pre-tax Profit And Number Of Employees For Isky Europe Plc (£000 And Number), Years Endingst December-2003

Table: Financial Performance Of Isky Europe Plc (% And £), Year Endingst December

The Listening Company

Table: Turnover, Pre-tax Profit And Number Of Employees For The Listening Company Ltd (£000 And Number), Years Endingst October-2003

Table: Financial Performance Of The Listening Company Ltd (% And £), Year Endingst October

Mgt

Mm Group

Table: Turnover, Pre-tax Profit And Number Of Employees For Mm Group Ltd (£000 And Number), Years Endingth June-2003

Table: Financial Performance Of Mm Group Ltd (% And £), Year Endingth June

Promotional Logistics

Table: Turnover, Pre-tax Profit And Number Of Employees For Promotional Logistics Ltd (£000 And Number), Year Endingst December, Weeks Endingth June And Year Endingth June

Table: Financial Performance Of Promotional Logistics Ltd (% And £), Year Endingth June

Response Handling

Table: Turnover, Pre-tax Profit And Number Of Employees For Response Handling Ltd (£000 And Number), Years Endingst January-2003

Table: Financial Performance Of Response Handling Ltd (% And £), Year Endingst January

Moving Away From Telemarketing

8. Call Centre Specialists: The In-house Root

Overview

Capita

Jarvis

Table: Turnover, Pre-tax Profit And Number Of Employees For Jarvis Plc (£000 And Number), Years Endingst March-2003

Table: Financial Performance Of Jarvis Plc (% And £), Year Endingst March

Manpower

Serco

Table: Turnover, Pre-tax Profit And Number Of Employees For Serco Group Plc (£000 And Number), Years Endingst December-2003

Table: Financial Performance Of Serco Group Plc (% And £), Year Endingst December

Vertex Data Science

Table: Turnover, Pre-tax Profit And Number Of Employees For Vertex Data Science Ltd (£000 And Number), Years Endingst March-2003

Table: Financial Performance Of Vertex Data Science Ltd (% And £), Year Endingst March

Ventura

9. Promotion And Consulting

Consultants' Major Influence

Advanstar Big In Contact Centre Communications

Exhibitions

10. An International Perspective

India

Indian Honeymoon Not Yet Fading

Costs

Labour Turnover

Customer Views

Asia, The Caribbean And Latin America

Pan European

Vat Harmonisation

Questions That Customers Might Ask

11. Pest Analysis

Political Factors

Privacy Legislation

Eu Differences

E-commerce

Economic Factors

Business Consequences

Consumer Consequences

Social Factors

No More Calls, Thanks

The Over-tired Society

Technological Factors

12. Consumer Dynamics

Overview

Customer Attitudes

Automated Answering Systems

Survey Findings-2004

Table: Attitudes To Call Centres (% Of Respondents), And-2004

Key Findings

Table: Perceptions Of Call Centres (% Of Respondents), , And

Key Findings

Time Wasting

Table: Customer Perceptions Of Time Wasting By Automated Telephone Answering Systems (% Of Respondents), And-2004

Personal Service Local Communication

Table: Customer Perceptions Of Personal Service In Call Centres (% Of Respondents), And-2004

Personal Service Real Person Versus Automated Answering Service

Table: Customer Perceptions Of Personal Service In Call Centres (% Of Respondents), And-2004

Remoteness

Table: Customer Perceptions Of The Remoteness Of Call Centres (% Of Respondents), And-2004

The Internet

Table: Customer Perceptions Of The Use Of The Internet Rather Than A Call Centre (% Of Respondents), And-2004

2004 Survey Results

Preference To Speak To A Real Person And Automated Telephone Answering Systems Waste Time

Table: Preference To Speak To A Real Person And Automated Telephone Answering Systems Waste Time (% Of Respondents), June

Preference For Local Offices And Call Centres Make Organisations Too Remote

Table: Preference For Local Offices And Call Centres Make Organisations Too Remote (% Of Respondents), June

Helpfulness Of Call Centre Staff

Table: Helpfulness Of Call Centre Staff (% Of Respondents), June

Understanding Call Centre Staff

Table: Understanding Call Centre Staff (% Of Respondents), June

Preference For Contacting Organisations Via The Internet And Call Centres Benefit Customers

Table: Preference For Contacting Organisations Via The Internet And Call Centres Benefit Customers (% Of Respondents), June

Organisations Benefit More From Call Centres Than Customers Do And Call Centres Reduce Loyalty

Table: Organisations Benefit More From Call Centres Than Customers Do And Call Centres Reduce Loyalty (% Of Respondents), June

Call Centres Offer Good Employment Opportunities And Little Job Satisfaction

Table: Call Centres Offer Good Employment Opportunities And Little Job Satisfaction (% Of Respondents), June

Overseas Call Centre Staff Pretending To Be In The Uk And Politeness Of Call Centre Staff

Table: Overseas Call Centre Staff Pretending To Be In The Uk And Politeness Of Call Centre Staff (% Of Respondents), June

Customer Satisfaction

13. The Future

In Favour Of Outsourcing

Cheap, But Maybe Not So Cheerful

Cost Pressures Restrict Scope For Better Conditions

Virtual Reality

Distance Fosters Deception

Self-service Mix

Little Unanimity Over Forecasts

Forecasts

Table: The Forecast Uk Call/contact Centre Industry, -2009

Impossible Gap?

15. Further Sources

Associations

Publications

General Sources

Government Publications

Other Sources

Bonnier Information Sources

Other Reports