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REPORT SCOPE:
The UK call centre market development report analyses market positioning, European positioning, UK economy, market factors and size, market segmentation by sector and function, market trends, outsourcing versus internal supply. Multimedia, employment issues, software and regionality are also examined.
The report contains five year historical data, current market conditions and influences, together with a five year sector forecast by MBD analysts. The data is clearly presented and illustrated.
PUBLICATION DATE:
The UK CALL CENTRES MARKET RESEARCH REPORT was last updated:
January 2008
PRICES:
A single report is priced at £600 ($1215), alternatively, an annual subscription costs £725 ($1470).
Reports are also available by individual chapters, please use the MBD ecommerce link to view prices for these.
OPTIONS:
CONTENT:
Table of Contents
1. EXECUTIVE SUMMARY 1
2. INTRODUCTION 5
2.1 Definitions 6
2.2 Methodology 6
2.3 Abbreviations 6
2.4 Market Positioning 7
2.4.1 Development of Market Position 8
2.5 UK Economy 12
2.6 Market Factors 15
3. MARKET SIZE AND TRENDS 19
3.1 Chapter Summary 20
3.2 Market Size 21
3.3 Market Segmentation 25
3.3.1 By Market Sector 25
3.3.2 By Function 29
3.4 Market Trends 31
3.4.1 Outsourcing 31
3.4.2 Multimedia Centres 34
3.4.3 Employment Issues 37
3.4.4 Software 39
3.5 Regionality 42
4. INDUSTRY STRUCTURE 45
4.1 Chapter Summary 46
4.2 Industry Development 46
4.3 Structure by Employment 48
4.4 Structure by Turnover 49
4.5 Company Profiles 49
4.5.1 Broadsystem 50
4.5.2 Club 24 51
4.5.3 ClientLogic (UK) 52
4.5.4 Inkfish Call Centres 54
4.5.5 Kingston Communications Contact Centres 56
4.5.6 LBM 57
4.5.7 MM Teleperformance 58
4.5.8 The Merchants Group 60
4.5.9 Thus 61
4.5.10 SITEL Europe 63
5. FORECAST 66
5.1 Chapter Summary 67
5.2 Market Size 68
5.3 Industry 75
6. FURTHER SOURCES & CONTACTS 77
6.1 Trade Associations 78
6.2 Trade Magazines 78
6.3 Trade Exhibitions 79
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List of Tables
1: Number of Call Centres in the UK, 2003-2007 23
2: Number of Agent Places in Call Centres in the UK, 2003-2007 24
3: Segmentation of Call Centre Agent Places, by Market Sector, 2003-2007 28
4: Number of Agent Places in Outsourced Call Centres in the UK, 2003-2007 34
5: Penetration of Internet and Telecommunications Technology in the UK, 2002 and 2007 36
6: Location of Call Centres in the UK, 2007 43
7: Analysis of the Changes in the Structure of the Call Centre Industry, 2003-2007 48
8: Analysis of the Employment Structure of the Call Centre Industry, 2006 and 2007 48
9: Analysis of the Financial Structure of the Call Centre Industry, 2006 and 2007 49
10: Financial Analysis of Broadsystem, 2003-2007 50
11: Key Financial Ratios for Broadsystem, 2003-2007 51
12: Financial Analysis of Club 24, 2003-2007 52
13: Key Financial Ratios for Club 24, 2003-2007 52
14: Financial Analysis of ClientLogic (UK), 2002-2006 53
15: Key Financial Ratios for ClientLogic (UK), 2002-2006 54
16: Financial Analysis of Inkfish Call Centres, 2002-2006 55
17: Key Financial Ratios for Inkfish Call Centres, 2002-2006 55
18: Financial Analysis of KCOM Contact Centres, 2003-2007 56
19: Key Financial Ratios for KCOM Centres, 2003-2007 57
20: Financial Analysis of LBM, 2002-2006 57
21: Key Financial Ratios for LBM, 2002-2006 58
22: Financial Analysis of MM Teleperformance, 2002-2006 59
23: Key Financial Ratios for MM Teleperformance, 2002-2006 59
24: Financial Analysis of The Merchants Group, 2001-2005 60
25: Key Financial Ratios for The Merchants Group, 2001-2005 60
26: Financial Analysis of Thus, 2003-2007 62
27: Key Financial Ratios for Thus, 2003-2007 62
28: Financial Analysis of SITEL Europe, 2001-2005 63
29: Key Financial Ratios for SITEL Europe, 2001-2005 64
30: Financial Analysis of SITEL UK, 2001-2005 64
31: Key Financial Ratios for SITEL UK, 2001-2005 65
32: Forecast Number of Call Centres in the UK, 2008-2012 71
33: Forecast Number of Agent Places in Call Centres in the UK, 2008-2012 73
34: Forecast Number of Agent Places in Outsourced Call Centres in the UK, 2008-2012 74 |
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