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 9
2.5 UK Economy 12
2.6 Market Factors 15
3. MARKET SIZE AND TRENDS 18
3.1 Chapter Summary 19
3.2 Market Size 20
3.3 Market Segmentation 24
3.3.1 By Market Sector 24
3.3.2 By Function 27
3.4 Market Trends 29
3.4.1 Outsourcing 29
3.4.2 Multimedia Centres 31
3.4.3 Employment Issues 34
3.4.4 Software 36
3.5 Regionality 38
4. INDUSTRY STRUCTURE 41
4.1 Chapter Summary 42
4.2 Industry Development 42
4.3 Structure by Employment 44
4.4 Structure by Turnover 44
4.5 Company Profiles 45
4.5.1 Callcredit Marketing Solution (formerly known as Broadsystem) 45
4.5.2 Club 24 47
4.5.3 ClientLogic (UK) 49
4.5.4 Inkfish Call Centres 50
4.5.5 KC Contact Centres 51
4.5.6 LBM 53
4.5.7 MM Teleperformance 54
4.5.8 Telecom Service Centres 56
4.5.9 Response (Building Rewarding Relationship) 57
4.5.10 SITEL UK 58
5. FORECAST 61
5.1 Chapter Summary 62
5.2 Market Size 63
5.3 Industry 69
6. FURTHER SOURCES & CONTACTS 71
6.1 Trade Associations 72
6.2 Trade Magazines 72
6.3 Trade Exhibitions 73
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LIST OF TABLES
1: Number of Call Centres in the UK, 2006-2010 22
2: Number of Agent Places in Call Centres in the UK, 2006-2010 23
3: Segmentation of Call Centre Agent Places, by Market Sector, 2006-2010 27
4: Number of Agent Places in Outsourced Call Centres in the UK, 2006-2010 31
5: Penetration of Internet and Telecommunications Technology in the UK, 2002 and 2010 33
6: Location of Call Centres in the UK, 2010 40
7: Analysis of the Changes in the Structure of the Call Centre Industry, 2005-2009 43
8: Analysis of the Employment Structure of the Call Centre Industry, 2008 and 2009 44
9: Analysis of the Financial Structure of the Call Centre Industry, 2008 and 2009 45
10: Financial Analysis of Callcredit Marketing Solutions, 2005-2009 46
11: Key Financial Ratios for Callcredit Marketing Solutions, 2005-2009 47
12: Financial Analysis of Club 24, 2006-2010 48
13: Key Financial Ratios for Club 24, 2006-2010 48
14: Financial Analysis of ClientLogic (UK), 2004-2008 49
15: Key Financial Ratios for ClientLogic (UK), 2004-2008 50
16: Financial Analysis of Inkfish Call Centres, 2005-2009 50
17: Key Financial Ratios for Inkfish Call Centres, 2005-2009 51
18: Financial Analysis of KC Contact Centres, 2005-2009 52
19: Key Financial Ratios for KC Contact Centres, 2005-2009 53
20: Financial Analysis of LBM Direct Marketing, 2005-2009 54
21: Key Financial Ratios for LBM Direct Marketing, 2005-2009 54
22: Financial Analysis of MM Teleperformance, 2005-2009 55
23: Key Financial Ratios for MM Teleperformance, 2005-2009 56
24: Financial Analysis of Telecom Service Centres, 2005-2009 56
25: Key Financial Ratios for Telecom Service Centres, 2005-2009 57
26: Financial Analysis of Response (Building Rewarding Relationships), 2005-2009 58
27: Key Financial Ratios for Response (Building Rewarding Relationships), 2005-2009 58
28: Financial Analysis of SITEL UK, 2004-2008 59
29: Key Financial Ratios for SITEL UK, 2004-2008 59
30: Forecast Number of Call Centres in the UK, 2011-2015 66
31: Forecast Number of Agent Places in Call Centres in the UK, 2011-2015 67
32: Forecast Number of Agent Places in Outsourced Call Centres in the UK, 2011-2015 68
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