Contact center outsourcing functionality - trends to 2012 (Databook)

A quantitative look at the future of horizontal functions in outsourced contact centers, this databook identifies current and projected market sizes for principal offshore and domestic locations.



Report Highlights
The size of the current outsourced contact center function market by country and by region Projections of the expected market size for outsourced functions across regions and countries Market splits by region / country between customer service, marketing & sales, technical support and business-to-employee care (B2E)


[Studien Infos ausblenden]

Overview 1
Catalyst 1
Summary 1
Analysis 8
Introduction 8
Canadian horizontal contact center outsourcing, 2006 – 2012 8
US horizontal contact center outsourcing, 2006 - 2012 9
Benelux horizontal contact center outsourcing, 2006 - 2012 10
Bulgaria horizontal contact center outsourcing, 2006 - 2012 11
Czech Republic horizontal contact center outsourcing, 2006 - 2012 12
Egyptian horizontal contact center outsourcing, 2006 – 2012 13
Estonian horizontal contact center outsourcing, 2006 – 2012 14
French horizontal contact center outsourcing, 2006 – 2012 15
German horizontal contact center outsourcing, 2006 – 2012 16
Hungarian horizontal contact center outsourcing, 2006 – 2012 17
Italian horizontal contact center outsourcing, 2006 – 2012 18
Kenyan horizontal contact center outsourcing, 2006 – 2012 19
Latvian horizontal contact center outsourcing, 2006 – 2012 20
Lithuanian horizontal contact center outsourcing, 2006 – 2012 21
Moroccan horizontal contact center outsourcing, 2006 – 2012 22
Polish horizontal contact center outsourcing, 2006 – 2012 23
Romanian horizontal contact center outsourcing, 2006 – 2012 24
Russian horizontal contact center outsourcing, 2006 – 2012 25
South African horizontal contact center outsourcing, 2006 – 2012 26
Spanish horizontal contact center outsourcing, 2006 – 2012 27
Tunisian horizontal contact center outsourcing, 2006 – 2012 28
UK horizontal contact center outsourcing, 2006 – 2012 29
Australian horizontal contact center outsourcing, 2006 – 2012 30
Chinese horizontal contact center outsourcing, 2006 – 2012 31
Indian horizontal contact center outsourcing, 2006 – 2012 32
Malaysian horizontal contact center outsourcing, 2006 – 2012 33
New Zealand horizontal contact center outsourcing, 2006 – 2012 34
Philippine horizontal contact center outsourcing, 2006 – 2012 35
Argentine horizontal contact center outsourcing, 2006 – 2012 36
Brazilian horizontal contact center outsourcing, 2006 – 2012 37
Chilean horizontal contact center outsourcing, 2006 – 2012 38
Costa Rican horizontal contact center outsourcing, 2006 – 2012 39
Mexican horizontal contact center outsourcing, 2006 – 2012 40
Panamanian horizontal contact center outsourcing, 2006 – 2012 41
APPENDIX 43
Methodology 43
Further reading 43
Ask the analyst 43
Datamonitor consulting 43
Disclaimer 43

[Inhaltsverzeichnis ausblenden]

Table 1: Canadian horizontal contact center outsourcing, 2006 - 2012 9
Table 2: US horizontal contact center outsourcing, 2006 - 2012 10
Table 3: Benelux horizontal contact center outsourcing, 2006 - 2012 11
Table 4: Bulgarian horizontal contact center outsourcing, 2006 - 2012 12
Table 5: Czech Republic horizontal contact center outsourcing, 2006 - 2012 13
Table 6: Egyptian horizontal contact center outsourcing, 2006 - 2012 14
Table 7: Estonian horizontal contact center outsourcing, 2006 - 2012 15
Table 8: French horizontal contact center outsourcing, 2006 - 2012 16
Table 9: German horizontal contact center outsourcing, 2006 - 2012 17
Table 10: Hungarian horizontal contact center outsourcing, 2006 - 2012 18
Table 11: Italian horizontal contact center outsourcing, 2006 - 2012 19
Table 12: Kenyan horizontal contact center outsourcing, 2006 - 2012 20
Table 13: Latvian horizontal contact center outsourcing, 2006 - 2012 21
Table 14: Lithuanian horizontal contact center outsourcing, 2006 - 2012 22
Table 15: Moroccan horizontal contact center outsourcing, 2006 - 2012 23
Table 16: Polish horizontal contact center outsourcing, 2006 - 2012 24
Table 17: Romanian horizontal contact center outsourcing, 2006 - 2012 25
Table 18: Russian horizontal contact center outsourcing, 2006 - 2012 26
Table 19: South African horizontal contact center outsourcing, 2006 - 2012 27
Table 20: Spanish horizontal contact center outsourcing, 2006 - 2012 28
Table 21: Tunisian horizontal contact center outsourcing, 2006 - 2012 29
Table 22: UK horizontal contact center outsourcing, 2006 - 2012 30
Table 23: Australian horizontal contact center outsourcing, 2006 - 2012 31
Table 24: Chinese horizontal contact center outsourcing, 2006 - 2012 32
Table 25: Indian horizontal contact center outsourcing, 2006 - 2012 33
Table 26: Malaysian horizontal contact center outsourcing, 2006 - 2012 34
Table 27: New Zealand horizontal contact center outsourcing, 2006 - 2012 35
Table 28: Philippine horizontal contact center outsourcing, 2006 - 2012 36
Table 29: Argentine horizontal contact center outsourcing, 2006 - 2012 37
Table 30: Brazilian horizontal contact center outsourcing, 2006 - 2012 38
Table 31: Chilean horizontal contact center outsourcing, 2006 - 2012 39
Table 32: Costa Rican horizontal contact center outsourcing, 2006 - 2012 40
Table 33: Mexican horizontal contact center outsourcing, 2006 - 2012 41
Table 34: Panamanian horizontal contact center outsourcing, 2006 - 2012 42



Figure 1: Canadian horizontal contact center outsourcing, 2006 - 2012 8
Figure 2: US horizontal contact center outsourcing, 2006 - 2012 9
Figure 3: Benelux horizontal contact center outsourcing, 2006 - 2012 10
Figure 4: Bulgarian horizontal contact center outsourcing, 2006 - 2012 11
Figure 5: Czech Republic horizontal contact center outsourcing, 2006 - 2012 12
Figure 6: Egyptian horizontal contact center outsourcing, 2006 - 2012 13
Figure 7: Estonian horizontal contact center outsourcing, 2006 - 2012 14
Figure 8: French horizontal contact center outsourcing, 2006 - 2012 15
Figure 9: German horizontal contact center outsourcing, 2006 - 2012 16
Figure 10: Hungarian horizontal contact center outsourcing, 2006 - 2012 17
Figure 11: Italian horizontal contact center outsourcing, 2006 - 2012 18
Figure 12: Kenyan horizontal contact center outsourcing, 2006 - 2012 19
Figure 13: Latvian horizontal contact center outsourcing, 2006 - 2012 20
Figure 14: Lithuanian horizontal contact center outsourcing, 2006 - 2012 21
Figure 15: Moroccan horizontal contact center outsourcing, 2006 - 2012 22
Figure 16: Polish horizontal contact center outsourcing, 2006 - 2012 23
Figure 17: Romanian horizontal contact center outsourcing, 2006 - 2012 24
Figure 18: Russian horizontal contact center outsourcing, 2006 - 2012 25
Figure 19: South African horizontal contact center outsourcing, 2006 - 2012 26
Figure 20: Spanish horizontal contact center outsourcing, 2006 - 2012 27
Figure 21: Tunisian horizontal contact center outsourcing, 2006 - 2012 28
Figure 22: UK horizontal contact center outsourcing, 2006 - 2012 29
Figure 23: Australian horizontal contact center outsourcing, 2006 - 2012 30
Figure 24: Chinese horizontal contact center outsourcing, 2006 - 2012 31
Figure 25: Indian horizontal contact center outsourcing, 2006 - 2012 32
Figure 26: Malaysian horizontal contact center outsourcing, 2006 - 2012 33
Figure 27: New Zealand horizontal contact center outsourcing, 2006 - 2012 34
Figure 28: Philippine horizontal contact center outsourcing, 2006 - 2012 35
Figure 29: Argentine horizontal contact center outsourcing, 2006 - 2012 36
Figure 30: Brazilian horizontal contact center outsourcing, 2006 - 2012 37
Figure 31: Chilean horizontal contact center outsourcing, 2006 - 2012 38
Figure 32: Costa Rican horizontal contact center outsourcing, 2006 - 2012 39
Figure 33: Mexican horizontal contact center outsourcing, 2006 - 2012 40
Figure 34: Panamanian horizontal contact center outsourcing, 2006 - 2012 41



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