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Call Centers

Denali Intelligence February 01, 2012 SKU: DNI3940585

This Market Intelligence Report focuses on the call center marketplace in the United States from a global supply chain sourcing perspective. Call centers includes phone and IT services ranging from inbound and outbound call agent services. Primarily a mixed and developing market, the call center industry has an emerging supplier base and is growing at a medium rate. The call center category has low product segmentation and serves primarily industrial and commercial markets. The demand for call centers is generated by various midstream and downstream industries with primary drivers including the growth of business process outsourcing, consumer spending trends, and overall macroeconomic performance in the United States. Key costs around the call center category include primary labor, and computer and electronic hardware. The major trends in the call center industry include the rising demand for outsourced call centers, high attrition rates in the labor force and falling costs in electronics. Offshoring activity in this sector is high and is exhibiting an increasing trend. There are few regulations impacting the call center markets. The risk outlook for the call center industry is steady based on the global, macroeconomic environment. Category management best practices around the call center industry include strategic sourcing practices, increased use of roaming agents, and international market dynamic advantages.

Starting with detailed background information to provide category context, this report provides insight into the market drivers around demand and key costs, including both historical and forecasted commodity pricing. The supply base section covers the top suppliers, including high-level overviews and market news. The report presents the NAICS category cost structure and historical, current and future pricing curves. The trend section reports new and emerging industry directions. Regulatory considerations include tariff and taxation issues and developing governmental initiatives. Risk outlooks offer a view into upstream drivers that could adversely affect the industry and category. Insights and Best Practices share winning strategies around the management and sourcing of this category.

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Call Centers

Denali Intelligence
February 01, 2012

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