Table of Contents
1. Executive Summary
2. Introduction
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- 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
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- 3.2 Market Size
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- Table 1: Number of Call Centres in the UK, 2005-2009
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- Table 2: Number of Agent Places in Call Centres in the UK, 2005-2009
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- Diagram 1: Comparison of Development of Call Centres and Agent Positions, 2005-2009
- 3.3 Market Segmentation
- 3.3.1 By Market Sector
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- Table 3: Segmentation of Call Centre Agent Places, by Market Sector, 2005-2009
- 3.3.2 By Function
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- Diagram 2: Segmentation of Call Centre Use, by Agent Activity, 2009
- 3.4 Market Trends
- 3.4.1 Outsourcing
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- Table 4: Number of Agent Places in Outsourced Call Centres in the UK, 2005-2009
- 3.4.2 Multimedia Centres
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- Table 5: Penetration of Internet and Telecommunications Technology in the UK, 2002 and 2008
- 3.4.3 Employment Issues
- 3.4.4 Software
- 3.5 Regionality
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- Table 6: Location of Call Centres in the UK, 2009
4. Industry Structure
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- 4.2 Industry Development
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- Table 7: Analysis of the Changes in the Structure of the Call Centre Industry, 2005-2009
- 4.3 Structure by Employment
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- Table 8: Analysis of the Employment Structure of the Call Centre Industry, 2008 and 2009
- 4.4 Structure by Turnover
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- Table 9: Analysis of the Financial Structure of the Call Centre Industry, 2008 and 2009
- 4.5 Company Profiles
- 4.5.1 Broadsystem
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- Table 10: Financial Analysis of Broadsystem, 2004-2008
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- Table 11: Key Financial Ratios for Broadsystem, 2004-2008
- 4.5.2 Club 24
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- Table 12: Financial Analysis of Club 24, 2005-2009
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- Table 13: Key Financial Ratios for Club 24, 2005-2009
- 4.5.3 ClientLogic (UK)
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- Table 14: Financial Analysis of ClientLogic (UK), 2003-2007
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- Table 15: Financial Analysis of ClientLogic (UK), 2003-2007
- 4.5.4 Inkfish Call Centres
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- Table 16: Financial Analysis of Inkfish Call Centres, 2004-2008
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- Table 17: Key Financial Ratios for Inkfish Call Centres, 2004-2008
- 4.5.5 KCOM Contact Centres
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- Table 18: Financial Analysis of KCOM Contact Centres, 2004-2008
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- Table 19: Key Financial Ratios for KCOM Contact Centres, 2004-2008
- 4.5.6 LBM
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- Table 20: Financial Analysis of LBM Direct Marketing, 2004-2008
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- Table 21: Key Financial Ratios for LBM Direct Marketing, 2004-2008
- 4.5.7 MM Teleperformance
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- Table 22: Financial Analysis of MM Teleperformance, 2004-2008
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- Table 23: Key Financial Ratios for MM Teleperformance, 2004-2008
- 4.5.8 The Merchants Group
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- Table 24: Financial Analysis of The Merchants Group, 2002-2006
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- Table 25: Key Financial Ratios for The Merchants Group, 2002-2006
- 4.5.9 Response Handling
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- Table 26: Financial Analysis of Response Handling, 2004-2008
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- Table 27: Key Financial Ratios for Response Handling, 2004-2008
- 4.5.10 SITEL UK
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- Table 28: Financial Analysis of SITEL UK, 2003-2007
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- Table 29: Key Financial Ratios for SITEL UK, 2003-2007
5. Forecast
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- 5.2 Market Size
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- Table 30: Forecast Number of Call Centres in the UK, 2010-2014
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- Table 31: Forecast Number of Agent Places in Call Centres in the UK, 2010-2014
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- Table 32: Forecast Number of Agent Places in Outsourced Call Centres in the UK, 2010-2014
- 5.3 Industry
6. Further Sources & Contacts
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- 6.1 Trade Associations
- 6.2 Trade Magazines
- 6.3 Trade Exhibitions
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