Contact Centres Market Assessment 2007


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Previewing a Market Assessment

Published Date :
April 2007find 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 2007

Executive Summary

1. Introduction

The Topic

Objectives

Methodology

Original Research

Problems In The Research Process

Definition

2. Strategic Overview

Rising Employment

`fuzzy' Classifications

Table: Employment In Call Centres And Customer Care In The Uk (000), Second Quarters-2006

Contact Centre Numbers

The Dti And Key Note: Reconciling Different Estimates

Table: Contact Centres And Agent Positions In The Uk (actual Number And Of Workstations),-2007

Figure: Number Of Contact Centres In The Uk,-2007

Most Centres Are Small

Table: Contact Centres In The Uk By Size By Number Of Workstations (number Of Centres And %),-2006

Geographical Distribution

Outsourcing And E-mail

Major Players In Customer Contact

By Turnover

Table: Leading Contact-centre Companies In The Uk By Turnover, Pre-tax Profit And Employees (£m And Number),/2005/2006

By Profit-to-sales Ratio

Table: Uk Contact-centre Companies Ranked By Profit-to-sales Ratio (%),/2005/2006

By Average Employee Remuneration

Table: Uk Contact-centre Companies Ranked By Average Employee Remuneration (£),/2005/2006

By Sales Per Employee

Table: Uk Contact-centre Companies Ranked By Sales Per Employee (£),/2005/2006

Key Points

3. Work In Call And Contact Centres

Approaching A Million Workers

Managers' Pay Rising Fast

Home Working Benefits And Barriers

Building A Training Ladder

Linguistically Challenged

Key Points

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

Introduction

Vertex Data Science Ltd

Profitability

Table: Financial Results For Vertex Data Science Ltd (£000, Number, % And £), Years Endingst March-2006

Ventura

Profitability

Table: Financial Results For Club Ltd (£000, Number, % And £), Years Endingst January-2006

Table: Financial Results For Next Plc (£000, Number, % And £), Years Endingst January, Th January Andth January

The Capita Group Plc

Profitability

Table: Financial Results For The Capita Group Plc (£000, Number, % And £), Years Endingst December-2005

Key Points

5. Contact-centre Specialists: The Telemarketing Strand

Moving Away From Outbound

Cpm United Kingdom Ltd

Profitability

Table: Financial Results For Cpm United Kingdom Ltd (£000, Number, % And £), Years Endingst December-2005

Clientlogic (uk) Ltd

Profitability

Table: Financial Results For Clientlogic (uk) Ltd (£000, Number, % And £), Years Endingst December-2005

Telecom Service Centres Ltd

Profitability

Table: Financial Results For Telecom Service Centres Ltd (£000, Number, % And £), Years Endingst August-2006

Mm Teleperformance Ltd

Profitability

Table: Financial Results For Mm Teleperformance Ltd (£000, Number, % And £), Years Endingth June Andst December And

Response Handling Ltd

Profitability

Table: Financial Results For Response Handling Ltd (£000, Number, % And £), Years Endingst January-2006

Lbm Holdings Ltd

Profitability

Table: Financial Results For Lbm Holdings Ltd (£000, Number, % And £), Years Endingst May-2006

Cj Garland & Co Ltd

Profitability

Table: Financial Results For Cj Garland & Co Ltd (£000, Number, % And £), Years Endingst October-2005

Promotional Logistics Ltd

Profitability

Table: Financial Results For Promotional Logistics Ltd (£000, Number, % And £), Years Endingst December-2005

Inkfish Call Centres Ltd

Profitability

Table: Financial Results For Inkfish Call Centres Ltd (£000, Number, % And £), Years Endingst March-2006

The Listening Company Ltd

Profitability

Table: Financial Results For The Listening Company Ltd (£000, Number, % And £), Years Endingst October-2006

Becogent Ltd

Profitability

Table: Financial Results For Becogent Ltd (£000, Number, % And £), Years Endingth June-2005

Broadsystem Ltd

Profitability

Table: Financial Results For Broadsystem Ltd (£000, Number, % And £), Years Endingth June-2006

Moonriver Group Ltd

Profitability

Table: Financial Results For Moonriver Group Ltd (£000, Number, % And £), Years Endingst December-2005

Table: Financial Results For Arvato Loyalty Services Ltd (£000, Number, % And £), Years Endingst March Andst December And

Spark Response Ltd

Profitability

Table: Financial Results For Spark Response Ltd (£000, Number, % And £), Years Endingth June-2005

Ant Marketing

Profitability

Pell & Bales Ltd

Profitability

Table: Financial Results For Pell & Bales Ltd (£000, Number, % And £), Years Endingst March-2006

Arvato Services Ltd

Profitability

Table: Financial Results For Arvato Services Ltd (£000, Number, % And £), Year Endingst December

Telegen Uk Ltd

Profitability

Table: Financial Results For Telegen Uk Ltd (£000, Number, % And £), Years Endingst January Andth June And

Trg Europe Plc

Profitability

Table: Financial Results For Trg Europe Plc (£000, Number, % And £), Years Endingst December-2005

Key Points

6. Contact-centre Specialists: The Telecommunications, Systems And Software Strand

Introduction

Sitel Uk Ltd

Profitability

Table: Financial Results For Sitel Uk Ltd (£000, Number, % And £), Years Endingst December-2004

Table: Financial Results For Sitel Europe Ltd (£000, Number, % And £), Years Endingst December-2004

The Merchants Group Ltd

Profitability

Table: Financial Results For The Merchants Group Ltd (£000, Number, % And £), Years Endingth September-2005

Table: Financial Results For Dimension Data Holdings Plc ($000, Number, % And $), Years Endingth September-2006

Acxiom Ltd

Profitability

Table: Financial Results For Acxiom Ltd (£000, Number, % And £), Years Endingst March-2005

Kingston Communications Contact Centres Ltd

Profitability

Table: Financial Results For Kingston Communications Contact Centres Ltd (£000, Number, % And £), Years Endingst March-2006

Examples Of Key International Outsourcers

Bt Group Plc

Profitability

Table: Financial Results For Bt Group Plc (£000, Number, % And £), Years Endingst March-2006

Convergys Corporation

Profitability

Electronic Data Systems Corporation

Examples Of Companies Significant In Contact-centre Development

Avaya Inc

Profitability

Blue Pumpkin Software Uk Ltd

Profitability

Table: Financial Results For Blue Pumpkin Software Uk Ltd (£000, Number, % And £), Years Endingst December Andst March And

Business Systems (uk) Ltd

Profitability

Table: Financial Results For Business Systems (uk) Ltd (£000, Number, % And £), Years Endingst December-2005

Cable & Wireless Plc

Profitability

Table: Financial Results For Cable & Wireless Plc (£000, Number, % And £), Years Endingst March-2006

Cincom Systems (uk) Ltd

Profitability

Table: Financial Results For Cincom Systems (uk) Ltd (£000, Number, % And £), Years Endingth September-2005

Citel Technologies Ltd

Profitability

Table: Financial Results For Citel Technologies Ltd (£000, Number, % And £), Years Endingst March-2006

Concerto Software (uk) Ltd

Profitability

Table: Financial Results For Concerto Software (uk) Ltd (£000, Number, % And £), Years Endingst December-2004

Mitel Networks Ltd

Profitability

Table: Financial Results For Mitel Networks Ltd (£000, Number, % And £), Years Endingth April, Th April Andth April

Nice Systems Ltd

Profitability

Plantronics Ltd

Profitability

Table: Financial Results For Plantronics Ltd (£000, Number, % And £), Years Endingst March And Andrd April

Virgin Media Group

Key Points

7. Promotion And Consulting

Exhibitions

Questex Media Group Inc

Sharedinsights Us

Tarsus Group

Cmp

Contact Centres Within A Larger Technology Sector

Consultants Are Still Influential, But Their Role Is Under Pressure

Key Points

8. An International Perspective

Contact-centre Offshoring Slows Down

India Still The Offshore Hub

Scouring The World For Lower Costs

Eastern Europe

Egypt

Tunisia And Morocco

The Philippines

South Africa

Latin America

Key Points

9. Pest Analysis

Political And Economic Factors

Social Factors

Technological Factors

Compatibility And Convergence

Speech Recognition

E-mail: The New Frontier

Microsoft

Key Points

10. Consumer Dynamics

Introduction

Greater Satisfaction With Contact-centre Staff

"when I Am Connected To A Call Centre I Find Staff More Helpful Than They Were A Year Ago"

Table: Call-centre Staff Are More Helpful Than They Were A Year Ago (% Of Respondents),

"when I Am Connected To A Call Centre I Find Staff Less Helpful Than They Were A Year Ago"

Table: Call-centre Staff Are Less Helpful Than They Were A Year Ago (% Of Respondents),

Much More Polite

"call-centre Staff Are Always Polite To Me"

Table: Agreement That Call-centre Staff Are Always Polite (% Of Respondents),

Customers Demand Choice Of Communication Channels

"i Like To Be Able To Communicate With An Organisation Any Way I Choose; For Example, By Visiting In Person, Writing A Letter, Telephone Call, E-mail Or Clicking Through From A Website"

Table: Preference For Selecting The Method Of Communication Used To Contact An Organisation (% Of Respondents),

People Want Local Branches

Table: Preference For Speaking To Staff In A Local Office (% Of Respondents), And-2005

"i Prefer To Deal With Organisations That Have Local Branches"

Table: Preference For Dealing With Organisations That Have Local Branches (% Of Respondents),

Internet Polarisation

Table: Attitudes Towards Contacting Organisations Over The Internet (% Of Respondents), And-2005

"i Prefer To Contact Organisations Over The Internet"

Table: Preference For Contacting Organisations Over The Internet (% Of Respondents),

Thumbs Down For Automated Answering Services

Table: Attitudes Towards Automated Answering Services (% Of Respondents), And-2005

"when I Telephone An Organisation I Would Rather Speak To A Real Person Than To An Automated Answering Service"

Table: Preference For Speaking To A Real Person Than An Automated Answering Service (% Of Respondents),

Automated Response Wastes Time

Table: Agreement That Automated Answering Services Waste Time (% Of Respondents), And-2005

"i Waste Time Waiting For Automated Answering Telephone Systems To Connect Me To The Correct Department"

Table: Automated Answering Systems Waste Time (% Of Respondents),

Automated Answering: Less User-friendly Overall

"automated Answering Services Are More User-friendly Than They Were A Year Ago"

Table: Agreement That Automated Answering Services Are More User-friendly (% Of Respondents),

Automated Answering Is Too Slow

"automated Answering Services Are Faster Than They Were A Year Ago"

Table: Automated Answering Services Are Faster Than A Year Ago (% Of Respondents),

Conflict Between Cost And Service

"call Centres Enable Organisations To Cut Costs"

Table: Agreement That Call Centres Allow Organisations To Cut Costs (% Of Respondents),

Contact Centres Benefit Organisations More Than Customers

"organisations Benefit From Call Centres More Than Customers Do"

Table: Agreement That Organisations Benefit More From Call Centres Than Do Customers (% Of Respondents),

Understanding Can Still Be Weak

"sometimes I Find Call-centre Staff Difficult To Understand"

Table: Difficulties In Understanding Call-centre Staff (% Of Respondents),

Always Able To Understand Staff

"when Call-centre Staff Talk To Me, I Can Always Understand What They Are Saying"

Table: Always Able To Understand Call-centre Staff (% Of Respondents),

Telesales Applying Less Pressure

"telephone Sales People Often Make Me Feel Under Pressure"

Table: Pressure From Telesales People (% Of Respondents),

Key Points

11. The Future

Permission Marketing

Multi-shoring

Technology For Multi-channels

Microsoft's Expansion

Growth Could Be Faster If Workers Were More Highly Skilled

Table: The Forecast Contact-centre Industry (number),-2012

Figure: The Forecast Number Of Call-/contact-centre Agents,-2012

Key Points

13. Consumer Confidence

Methodology

Key Findings This Quarter

The Willingness To Borrow

Confidence Improves

Table A: The Average Amount Consumers Are Willing To Borrow In Order To Purchase Expensive Items At Current And Constant November Prices (£ And £bn), February-2007

Willingness To Borrow Slips Slightly

Table B: The Number Of Adults Willing To Borrow In Order To Purchase Expensive Items (000 And %), February-2007

Spending From Savings

Slight Increase In Spending From Savings

Table C: The Average Amount Consumers Are Willing To Spend From Savings In Order To Purchase Expensive Items At Current And Constant November Prices (£ And £bn), February-2007

Saving Grows In Relative Importance

Table D: The Average Amounts Adults Are Confident Spending To Purchase Expensive Items (£ And %), February-2007

14. Further Sources

Associations

Publications

General Sources

Government Sources

Other Sources

Bisnode Sources

Other Reports