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 28
3.4 Market Trends 30
3.4.1 Outsourcing 30
3.4.2 Multimedia Centres 33
3.4.3 Employment Issues 35
3.4.4 Software 37
3.5 Regionality 39
4. INDUSTRY STRUCTURE 42
4.1 Chapter Summary 43
4.2 Industry Development 43
4.3 Structure by Employment 45
4.4 Structure by Turnover 45
4.5 Company Profiles 46
4.5.1 Broadsystem 46
4.5.2 Club 24 48
4.5.3 ClientLogic (UK) 49
4.5.4 Inkfish Call Centres 51
4.5.5 KCOM Contact Centres 52
4.5.6 LBM 54
4.5.7 MM Teleperformance 55
4.5.8 The Merchants Group 57
4.5.9 Response Handling 58
4.5.10 SITEL UK 59
5. FORECAST 61
5.1 Chapter Summary 62
5.2 Market Size 63
5.3 Industry 69
6. FURTHER SOURCES & CONTACTS 72
6.1 Trade Associations 73
6.2 Trade Magazines 73
6.3 Trade Exhibitions 74
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LIST OF TABLES
1: Number of Call Centres in the UK, 2005-2009 23
2: Number of Agent Places in Call Centres in the UK, 2005-2009 24
3: Segmentation of Call Centre Agent Places, by Market Sector, 2005-2009 28
4: Number of Agent Places in Outsourced Call Centres in the UK, 2005-2009 32
5: Penetration of Internet and Telecommunications Technology in the UK, 2002 and 2008 34
6: Location of Call Centres in the UK, 2009 41
7: Analysis of the Changes in the Structure of the Call Centre Industry, 2005-2009 44
8: Analysis of the Employment Structure of the Call Centre Industry, 2008 and 2009 45
9: Analysis of the Financial Structure of the Call Centre Industry, 2008 and 2009 46
10: Financial Analysis of Broadsystem, 2004-2008 47
11: Key Financial Ratios for Broadsystem, 2004-2008 48
12: Financial Analysis of Club 24, 2005-2009 49
13: Key Financial Ratios for Club 24, 2005-2009 49
14: Financial Analysis of ClientLogic (UK), 2003-2007 50
15: Financial Analysis of ClientLogic (UK), 2003-2007 51
16: Financial Analysis of Inkfish Call Centres, 2004-2008 52
17: Key Financial Ratios for Inkfish Call Centres, 2004-2008 52
18: Financial Analysis of KCOM Contact Centres, 2004-2008 53
19: Key Financial Ratios for KCOM Contact Centres, 2004-2008 54
20: Financial Analysis of LBM Direct Marketing, 2004-2008 54
21: Key Financial Ratios for LBM Direct Marketing, 2004-2008 55
22: Financial Analysis of MM Teleperformance, 2004-2008 56
23: Key Financial Ratios for MM Teleperformance, 2004-2008 56
24: Financial Analysis of The Merchants Group, 2002-2006 57
25: Key Financial Ratios for The Merchants Group, 2002-2006 57
26: Financial Analysis of Response Handling, 2004-2008 58
27: Key Financial Ratios for Response Handling, 2004-2008 59
28: Financial Analysis of SITEL UK, 2003-2007 59
29: Key Financial Ratios for SITEL UK, 2003-2007 60
30: Forecast Number of Call Centres in the UK, 2010-2014 66
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