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The MBD UK call centres market research report, updated quarterly, covers market development, market size, market segmentation, market forecasts and industry forecasts in an easily readable format, analysing five year historical data together with five year forecasts.
The report is updated every quarter, if you purchase the report for £600, when the report is sent to you there will be an option to upgrade it to an annual subscription for just £125. This will entitle you to a further three reports as they are issued and the telephone support service to answer specific questions you may have concerning the report.
- An up-to-date review of the call centres market
- Five year historical data
- Five year forecasts, fully reasoned and explained
- Updated every quarter
TOPICS COVERED IN THE UK CALL CENTRES MARKET RESEARCH REPORT
Review of market size and trends - Call centres, Contact Centres, Current situation, future prospects, key influencing factors, market trends, regional analysis
Analysis by function - Information gathering, customer care, telesales, direct response advertising, other
Analysis by sector - Services, telecom, finance, insurance, government, banking, utilities, IT, mail order, travel
Analysis of industry structure - Industry structure, structure by employment, company profiles
Subjects covered - Agent Positions,
Automatic Call Distributors (ACDs),
Automatic Dialling Systems,
Banking,
Business-to-business,
Business-to-consumer,
Call Centers,
Cold Calling,
Contact Centres,
Customer Care,
Customer Relationship Management,
Data Protection Act, March 2000,
Ecommerce,
Email,
Finance,
Government,
Homeshoring,
In-house,
Insurance,
Internet Protocol,
Internet Services,
IT,
Legislation,
M-commerce,
Mail Order,
Multi-function Call Centres,
Multi Media Centres,
Offshoring,
Outsourcing,
Services,
SMS,
Technology,
Telecommunications,
Teleculture,
Telephone Banking,
Telephone-based Marketing,
Telephone Preferences Service,
Travel,
Utilities,
Virtual Call Centres,
Voice Over Internet Protocol
Companies covered - Broadsystem,
ClientLogic (UK),
Club 24,
Inkfish Call Centres,
KCOM Contact Centres,
LBM,
MM Teleperformance,
The Merchants Group,
Response Handling,
SITEL UK
Report scope - The UK call centre market research 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.
One of the main problems with analysing the UK call centre market is the general lack of clear definition that is agreed upon. Call centres can be either an internal marketing function within the “client” business, or the tasks undertaken by call centres can be subcontracted to third party service providers. This decision is partly determined by the desired function of the call centre and partly by company policy towards the utilisation of third party contractors and whether the task to be carried out is considered to be a core function of the client’s business. For the purpose of this report, the total call centres market includes both aspects of the industry.
Further, call centres can be utilised for a number of tasks, ranging from customer service functions to telesales. Indeed, a distinction can be made between centres primarily set up to handle incoming calls (such as customer service), outgoing calls (such as telesales), or both. Furthermore, call centres also tend to deal with other forms of communication other than just phone calls including emails, faxes and written correspondence. Call centres that deal with telephone as well as other forms of communication, such as emails, faxes and written correspondence tend to be referred to as contact centres. For the purpose of this report, contact centres are included in the call centres market.
The value of the market is particularly difficult to estimate as the majority of call centres are part of internal business operations and the apportioning of such costs is somewhat speculative. As such, it is more meaningful to quantify the market in terms of the number of centres and the number of “agents” (or workstations) utilised. The number of workstations does not necessarily equate to the same number of agents working in the call centre. There may be more than one agent per workstation, due to shift-working and part-time staff.
COVERAGE OF THE UK CALL CENTRES MARKET RESEARCH REPORT
Market size and trends
Analysis of the performance of the call centres market over the past five years, including market segmentation, regional analysis and market trend developments. The chapter provides a full quantification of the market, and qualification of the trends exploring the reasons for the developments.
Industry structure
Quantification and qualification of the industry trends, and analysis of the industry structure by employment. The chapter also includes profiles of some typical companies active in the industry, detailing financial performance and strategic developments.
Forecast
Projections for the call centres market for the next five years, including implications for the industry. Forecasts are fully reasoned and explained.
[VIEW FULL TABLE OF CONTENTS]
PRICES
A single copy of the report is priced at £600 and can be sent by post or by email (PDF format). An annual subscription is priced at £725 an consists of a copy of the latest report and the next three updates. This option also includes MBD telephone support service to answer specific questions you may have concerning the report.
You can also purchase individual chapters of the report, please use the MBD ecommerce facility for prices.
The report is updated every quarter, if you purchase a single copy of the report, when the report is sent to you there will be an option to upgrade it to an annual subscription for just £125.
TO ORDER OR ENQUIRE
You can purchase either complete reports or individual chapters using the MBD ecommerce facility or use the form below to contact the MBD sales team, or to request further information.
MBD | Barnett House | 53 Fountain Street | Manchester | M2 2AN | UK
T: +44 (0)161 233 7092 | F: +44 (0)161 233 7093
E: enquiries@mbdltd.co.uk
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