UK Call Centres Market Development

Published by: Market and Business Development

Published: Jan. 1, 2008 - 84 Pages

Table of Contents

1. EXECUTIVE SUMMARY

2. INTRODUCTION

2.1 Definitions

2.2 Methodology

2.3 Abbreviations

2.4 Market Positioning

2.4.1 Development of Market Position

2.5 UK Economy

2.6 Market Factors

3. MARKET SIZE AND TRENDS

3.1 Chapter Summary

3.2 Market Size

3.3 Market Segmentation

3.3.1 By Market Sector

3.3.2 By Function

3.4 Market Trends

3.4.1 Outsourcing

3.4.2 Multimedia Centres

3.4.3 Employment Issues

3.4.4 Software

3.5 Regionality

4. INDUSTRY STRUCTURE

4.1 Chapter Summary

4.2 Industry Development

4.3 Structure by Employment

4.4 Structure by Turnover

4.5 Company Profiles

4.5.1 Broadsystem

4.5.2 Club 24

4.5.3 ClientLogic (UK)

4.5.4 Inkfish Call Centres

4.5.5 Kingston Communications Contact Centres

4.5.6 LBM

4.5.7 MM Teleperformance

4.5.8 The Merchants Group

4.5.9 Thus

4.5.10 SITEL Europe

5. FORECAST

5.1 Chapter Summary

5.2 Market Size

5.3 Industry

6. FURTHER SOURCES & CONTACTS

6.1 Trade Associations

6.2 Trade Magazines

6.3 Trade Exhibitions

List of Tables

1: Number of Call Centres in the UK, 2003-2007

2: Number of Agent Places in Call Centres in the UK, 2003-2007

3: Segmentation of Call Centre Agent Places, by Market Sector, 2003-2007

4: Number of Agent Places in Outsourced Call Centres in the UK, 2003-2007

5: Penetration of Internet and Telecommunications Technology in the UK, 2002 and 2007

6: Location of Call Centres in the UK, 2007

7: Analysis of the Changes in the Structure of the Call Centre Industry, 2003-2007

8: Analysis of the Employment Structure of the Call Centre Industry, 2006 and 2007

9: Analysis of the Financial Structure of the Call Centre Industry, 2006 and 2007

10: Financial Analysis of Broadsystem, 2003-2007

11: Key Financial Ratios for Broadsystem, 2003-2007

12: Financial Analysis of Club 24, 2003-2007

13: Key Financial Ratios for Club 24, 2003-2007

14: Financial Analysis of ClientLogic (UK), 2002-2006

15: Key Financial Ratios for ClientLogic (UK), 2002-2006

16: Financial Analysis of Inkfish Call Centres, 2002-2006

17: Key Financial Ratios for Inkfish Call Centres, 2002-2006

18: Financial Analysis of KCOM Contact Centres, 2003-2007

19: Key Financial Ratios for KCOM Centres, 2003-2007

20: Financial Analysis of LBM, 2002-2006

21: Key Financial Ratios for LBM, 2002-2006

22: Financial Analysis of MM Teleperformance, 2002-2006

23: Key Financial Ratios for MM Teleperformance, 2002-2006

24: Financial Analysis of The Merchants Group, 2001-2005

25: Key Financial Ratios for The Merchants Group, 2001-2005

26: Financial Analysis of Thus, 2003-2007

27: Key Financial Ratios for Thus, 2003-2007

28: Financial Analysis of SITEL Europe, 2001-2005

29: Key Financial Ratios for SITEL Europe, 2001-2005

30: Financial Analysis of SITEL UK, 2001-2005

31: Key Financial Ratios for SITEL UK, 2001-2005

32: Forecast Number of Call Centres in the UK, 2008-2012

33: Forecast Number of Agent Places in Call Centres in the UK, 2008-2012

34: Forecast Number of Agent Places in Outsourced Call Centres in the UK, 2008-2012

List of Diagrams

1: Comparison of Development of Call Centres and Agent Positions, 2003-2007

2: Segmentation of Call Centre Use, by Agent Activity, 2007

Abstract

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