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Established contact center outsourcing markets (Databook)
Market Report, November 2006, 1100  €


Description

IntroductionStatistical coverage of the established contact center markets.Scope*Contact center outsourcing statistics and graphical representation for the United States*Contact center outsourcing statistics and graphical representation for major Western European locationsHighlightsDatamonitor forecasts shifts in the growth patterns of mature contact center markets, as the global industry matures.These trends are highlighted in both graphs and statistics to provide the buyer with optimal understanding of the changes mature markets are enduring.Demand statistics provide the reader with a clear idea of what countries are seeking contact center services from emerging markets both currently and long-term.Reasons to Purchase*Understand the size of mature contact center markets.*Learn about the vertical evolution of mature contact center markets.*Find out about changing size-bands in across mature markets.

Sommaire
 
OVERVIEW 1
CATALYST 1
This databook covers the major mature contact center outsourcing markets in the world today, which are SUMMARY 1
METHODOLOGY 2
MATURING CONTACT CENTER OUTSOURCING MARKETS 6
FRANCE 6
Total France outsourced agent positions 2005 - 2010 6
Vertical distribution of offshore outsourced APs in France 2005 - 2010 8
Vertical distribution of domestic outsourced APs in France 2005 - 2010 10
Outsourced offshore APs in France by contact center sizeband 2005 - 2010 12
Outsourced domestic APs in France by contact center sizeband 2005 - 2010 14
Geographic markets served by France outsourced APs 2005 - 2010 16
GERMANY 18
Total Germany outsourced agent positions 2005 - 2010 18
Vertical distribution of offshore outsourced APs in Germany 2005 - 2010 20
Vertical distribution of domestic outsourced APs in Germany 2005 - 2010 22
Outsourced offshore APs in Germany by contact center sizeband 2005 - 2010 24
Outsourced domestic APs in Germany by contact center sizeband 2005 - 2010 26
Geographic markets served by Germany outsourced APs 2005 - 2010 28
UK 30
Total UK outsourced agent positions 2005 - 2010 30
Vertical distribution of offshore outsourced APs in UK 2005 - 2010 32
Vertical distribution of domestic outsourced APs in UK 2005 - 2010 34
Outsourced offshore APs in UK by contact center sizeband 2005 - 2010 36
Outsourced domestic APs in UK by contact center sizeband 2005 - 2010 38
Geographic markets served by UK outsourced APs 2005 - 2010 40
ITALY 42
Total Italy outsourced agent positions 2005 - 2010 42
Vertical distribution of offshore outsourced APs in Italy 2005 - 2010 44
Vertical distribution of domestic outsourced APs in Italy 2005 - 2010 46
Outsourced offshore APs in Italy by contact center sizeband 2005 - 2010 48
Outsourced domestic APs in Italy by contact center sizeband 2005 - 2010 50
Geographic markets served by Italy outsourced APs 2005 - 2010 52
SPAIN 54
Total Spain outsourced agent positions 2005 - 2010 54
Vertical distribution of offshore outsourced APs in Spain 2005 - 2010 56
Vertical distribution of domestic outsourced APs in Spain 2005 - 2010 58
Outsourced offshore APs in Spain by contact center sizeband 2005 - 2010 60
Outsourced domestic APs in Spain by contact center sizeband 2005 - 2010 62
Geographic markets served by Spain outsourced APs 2005 - 2010 64
Benelux 66
Total Benelux outsourced agent positions 2005 - 2010 66
Vertical distribution of offshore outsourced APs in Benelux 2005 - 2010 68
Vertical distribution of domestic outsourced APs in Benelux 2005 - 2010 70
Outsourced offshore APs in Benelux by contact center sizeband 2005 - 2010 72
Outsourced domestic APs in Benelux by contact center sizeband 2005 - 2010 74
Geographic markets served by Benelux outsourced APs 2005 - 2010 76
USA 78
Total USA outsourced agent positions 2005 - 2010 78
Vertical distribution of offshore outsourced APs in USA 2005 - 2010 80
Vertical distribution of domestic outsourced APs in Spain 2005 - 2010 82
Outsourced offshore APs in USA by contact center sizeband 2005 - 2010 84
Outsourced domestic APs in USA by contact center sizeband 2005 - 2010 86
Geographic markets served by USA outsourced APs 2005 - 2010 88
APPENDIX 90
Definitions 90
Further reading 90
Ask the analyst 90
Datamonitor consulting 91
List of Tables
Table 1: Total France outsourced agent positions (000s) 2005 - 2010 7
Table 2: Vertical distribution of offshore outsourced APs (000s) in France 2005 - 2010 9
Table 3: Vertical distribution of domestic outsourced APs (000s) in France 2005 - 2010 11
Table 4: Outsourced offshore APs (000s) in France by contact center sizeband 2005 - 2010 13
Table 5: Outsourced domestic APs (000s) in France by contact center sizeband 2005 - 2010 15
Table 6: Geographic markets served by France outsourced APs 2005 - 2010 17
Table 7: Total Germany outsourced agent positions (000s)2005 - 2010 19
Table 8: Vertical distribution of offshore outsourced APs (000s) in Germany 2005 - 2010 21
Table 9:     Vertical distribution of domestic outsourced APs (000s) in Germany 2005 - 2010 23
Table 10: Outsourced offshore APs (000s) in Germany by contact center sizeband 2005 - 2010 25
Table 11: Outsourced domestic APs (000s) in Germany by contact center sizeband 2005 - 2010 27
Table 12: Geographic markets served by Germany outsourced APs 2005 - 2010 29
Table 13: Total UK outsourced agent positions (000s) 2005 - 2010 31
Table 14: Vertical distribution of offshore outsourced APs (000s) in UK 2005 - 2010 33
Table 15: Vertical distribution of domestic outsourced APs (000s) in UK 2005 - 2010 35
Table 16: Outsourced offshore APs (000s) in UK by contact center sizeband 2005 - 2010 37
Table 17: Outsourced domestic APs (000s) in UK by contact center sizeband 2005 - 2010 39
Table 18: Geographic markets served by UK outsourced APs 2005 -2010 41
Table 19: Total Italy outsourced agent positions (000s) 2005 - 2010 43
Table 20: Vertical distribution of offshore outsourced APs (000s) in Italy 2005 - 2010 45
Table 21: Vertical distribution of domestic outsourced APs (000s) in Italy 2005 - 2010 47
Table 22:   Outsourced offshore APs (000s) in Italy by contact center sizeband 2005 - 2010 49
Table 23: Outsourced domestic APs (000s) in Italy by contact center sizeband 2005 - 2010 51
Table 24: Geographic markets served by Italy outsourced APs 2005 - 2010 53
Table 25: Total Spain outsourced agent positions (000s) 2005 - 2010 55
Table 26: Vertical distribution of offshore outsourced APs (000s) in Spain 2005 - 2010 57
Table 27: Vertical distribution of domestic outsourced APs (000s) in Spain 2005 - 2010 59
Table 28: Outsourced offshore APs (000s) in Spain by contact center sizeband 2005 - 2010 61
Table 29: Outsourced domestic APs (000s) in Spain by contact center sizeband 2005 - 2010 63
Table 30: Geographic markets served by Spain outsourced APs 2005 - 2010 65
Table 31: Total Benelux outsourced agent positions (000s)2005 - 2010 67
Table 32: Vertical distribution of offshore outsourced APs (000s) in Benelux 2005 - 2010 69
Table 33: Vertical distribution of domestic outsourced APs (000s) in Benelux 2005 - 2010 71
Table 34: Outsourced offshore APs (000s) in Benelux by contact center sizeband 2005 - 2010 73
Table 35: Outsourced domestic APs (000s) in Benelux by contact center sizeband 2005 - 2010 75
Table 36: Geographic markets served by Benelux outsourced APs 2005 - 2010 77
Table 37: Total USA outsourced agent positions (000s) 2005 - 2010 79
Table 38: Vertical distribution of offshore outsourced APs (000s) in USA 2005 - 2010 81
Table 39: Vertical distribution of domestic outsourced APs (000s) in USA 2005 - 2010 83
Table 40: Outsourced offshore APs (000s) in USA by contact center sizeband 2005 - 2010 85
Table 41:    Outsourced domestic APs (000s) in USA by contact center sizeband 2005 - 2010 87
Table 42:   Geographic markets served by USA outsourced APs 2005 - 2010 89
Table 43: Contact Center definitions 90
List of Figures
Figure 1: Total France outsourced agent positions 2005 - 2010 6
Figure 2: Vertical distribution of offshore outsourced APs in France 2005 - 2010 8
Figure 3: Vertical distribution of domestic outsourced APs in France 2005 - 2010 10
Figure 4: Outsourced offshore APs in France by contact center sizeband 2005 - 2010 12
Figure 5: Outsourced domestic APs in France by contact center sizeband 2005 - 2010 14
Figure 6: Geographic markets served by France outsourced APs 2005 - 2010 16
Figure 7: Total Germany outsourced agent positions 2005 - 2010 18
Figure 8: Vertical distribution of offshore outsourced APs in Germany 2005 - 2010 20
Figure 9: Vertical distribution of domestic outsourced APs in Germany 2005 - 2010 22
Figure 10: Outsourced offshore APs in Germany by contact center sizeband 2005 - 2010 24
Figure 11: Outsourced domestic APs in Germany by contact center sizeband 2005 - 2010 26
Figure 12:    Geographic markets served by Germany outsourced APs 2005 - 2010 28
Figure 13: Total UK outsourced agent positions 2005 - 2010 30
Figure 14: Vertical distribution of offshore outsourced APs in UK 2005 - 2010 32
Figure 15: Vertical distribution of domestic outsourced APs in UK 2005 - 2010 34
Figure 16: Outsourced offshore APs in UK by contact center sizeband 2005 - 2010 36
Figure 17: Outsourced domestic APs in UK by contact center sizeband 2005 - 2010 38
Figure 18: Geographic markets served by UK outsourced APs 2005 - 2010 40
Figure 19: Total Italy outsourced agent positions 2005 - 2010 42
Figure 20: Vertical distribution of offshore outsourced APs in Italy 2005 - 2010 44
Figure 21: Vertical distribution of domestic outsourced APs in Italy 2005 - 2010 46
Figure 22: Outsourced offshore APs in Italy by contact center sizeband 2005 - 2010 48
Figure 23: Outsourced domestic APs in Italy by contact center sizeband 2005 - 2010 50
Figure 24:   Geographic markets served by Italy outsourced APs 2005 - 2010 52
Figure 25: Total Spain outsourced agent positions 2005 - 2010 54
Figure 26: Vertical distribution of offshore outsourced APs in Spain 2005 - 2010 56
Figure 27: Vertical distribution of domestic outsourced APs in Spain 2005 - 2010 58
Figure 28: Outsourced offshore APs in Spain by contact center sizeband 2005 - 2010 60
Figure 29: Outsourced domestic APs in Spain by contact center sizeband 2005 - 2010 62
Figure 30: Geographic markets served by Spain outsourced APs 2005 - 2010 64
Figure 31: Total Benelux outsourced agent positions 2005 - 2010 66
Figure 32: Vertical distribution of offshore outsourced APs in Benelux 2005 - 2010 68
Figure 33: Vertical distribution of domestic outsourced APs in Benelux 2005 - 2010 70
Figure 34: Outsourced offshore APs in Benelux by contact center sizeband 2005 - 2010 72
Figure 35: Outsourced domestic APs in Benelux by contact center sizeband 2005 - 2010 74
Figure 36:    Geographic markets served by Benelux outsourced APs 2005 - 2010 76
Figure 37: Total USA outsourced agent positions 2005 - 2010 78
Figure 38: Vertical distribution of offshore outsourced APs in USA 2005 - 2010 80
Figure 39: Vertical distribution of domestic outsourced APs in Spain 2005 - 2010 82
Figure 40: Outsourced offshore APs in USA by contact center sizeband 2005 - 2010 84
Figure 41: Outsourced domestic APs in USA by contact center sizeband 2005 - 2010 86
Figure 42: Geographic markets served by USA outsourced APs 2005 - 2010 88
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