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- The outsourced contact centre market
- Market definition
- Patterns and drivers of outsourcing
- Comparison of models
- Working environment
- Contact centre metrics and priorities
- Staff turnover
- Job quality
- Other recent trends
- Market size and growth
- Market size & growth
- Performance of the leading contact centre providers
- Market drivers
- Discussion of market drivers
- Drivers and their impact
- Competitive landscape
- Leading operators
- Comparisons between leading operators
- Profiles of the main providers
- Forecasts
- Key drivers forecast
- Market forecast
- LIST OF FIGURES
- Number of people working in call centres per '000 population
- UK call centres segmented by industry
- Relationship between contact centre job quality and staff turnover
- UK outsourced contact centres market size / £m
- UK outsourced contact centres : numbers of seats and % change from previous year
- UK outsourced contact centres : average revenue per seat / £'000, % change from previous year
- Leading operators revenue trend / £m
- Leading operators gross profit and margin trends / £m, %
- Leading operators pre-tax profit and margin trends / £m, %
- Employee numbers ('000) and revenue per employee (£'000) for leading opertors
- UK GDP in current prices (money GDP), inflation (GDP deflator) and real GDP / % annual changes
- UK Inflation: Consumer price index and GDP deflator / % annual change
- UK population growth: historical and forecast / millions
- UK GDP in current prices (money GDP), inflation (GDP deflator), population and real GDP per head / % annual changes
- Total UK employment and call centre seats / % annual change
- Consumer price inflation and call centre price increases / % annual change
- Revenue of leading operators (most recent year) / £m
- Revenue growth for leading operators (2006-10 unless stated) / % CAGR
- Gross and pre-tax margins for leading operators (most recent year) / %
- Revenue per employee for leading operators (most recent year) / £'
- Vertex Data Science summary financials
- Capita Customer Management Ltd summary financials
- Teleperformance UK summary financials
- Arvato UK & Ireland summary financials
- Serco Listening Company summary financials
- Sitel UK summary financials
- Firstsource Solutions UK summary financials
- HEROtsc summary financials
- LBM Direct Marketing summary financials
- Response summary financials
- Bss summary financials
- UK GDP in current prices (money GDP), inflation (GDP deflator) and real GDP / % annual changes. Historical and OBR Autumn 2011 forecast
- UK Consumer Price Index and GDP deflator / % annual change. Historical and OBR Autumn 2011 forecast
- Forecast total UK employment and outsourced call centre seats / % annual change
- Consumer price inflation and call centre price increases / % annual change
- UK outsourced contact centres market forecast / £m
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