Table of Contents
Introduction and Abbreviations
Executive Summary
Background and Developments
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- Estimated proportion of call centres, by sector, 2000
- Percentage of call centre types, by site function, 1998 and 2007
- Other communication channels accepted by call centres, 1998
- Comparison of call centre specialisation, all sectors and financial service providers, 1998
- Types of service available within the call centre, 1998
- Regional distribution of call centres in the UK, 1998 and 2007
- Operating hours of call centres, by sector, 1998
- Usage of tariffs in client-managed call centres, mean scores, 1998
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The Structure of Call Centres
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- Call centre operation - basic model, 2000
- Call centre operation - advanced model, 2000
- Agent compensation, by agency sector, 1998 Agent Compensation by Industry Sector
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Market Factors
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- Adults owning telecommunication devices, GB, 1999
- Number of privately held telecommunication lines, 1997-99
- Business line growth rate (% annual growth), 1995-99
- Usage of fixed/mobile lines, billions of minutes, 1997-99
- Use of telephone banking by time of day, 1998 and 1999
- Demand side drivers contributing to greater acceptance of call centres, 2000
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Key Players
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- Call centre outsourcing, all sectors, 1998 and 2003-2007
- Estimated proportion of telemarketing bureaux, by turnover (over £500k), 1999 Mintel estimates
- Top 20 telemarketing bureaux by turnover, (£ million) 1997/98
- Top 20 telemarketing bureaux and function contribution to turnover, £ millions, 1998
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Market Size
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- Number of call centre companies in the UK, by sector, 2000
- Number of call centre companies by industry sector and number of seats, 2000
- Number of agents employed in call centres, 1999-2003
- Top 20 bureaux operations turnover, £ millions, 1998-2003
- Annual volume of calls to finance call centres, 2000
- Estimated percentage of financial products bought directly, 2000
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Call Centres in Financial Services
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- Adults using telephone banking, GB, 1995-99
- Direct Line's telephone-based product purchases, 2000
- Types of sales activity into call centres, financial services business out of total market, 1998
- Some key telephone-based financial services, 2000
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Case Studies
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- Sector scores for businesses, 1998 and 1999
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Call Centre Rationale
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- Yorkshire Bank: the impact of technology on call centre results
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The Consumer
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- Usage of the telephone for financial transactions or purchases, November 1999
- Telephone usage for financial services by all adults and telephone users, 1999
- Respondents using the phone for financial activities, by socio-demographics, November 1999
- Purchasing life, pensions and investments using the phone, by income group, 1999
- Usage of delivery channels for day to day transactions, November 1999
- Usage of remote channels versus branch visits, by socio-demographic characteristics, November 1999
- Changing preference for distribution channels by age, 1999
- Distribution channels and purposes used, 1999
- Main current account provider and method used to manage daily finances, November 1999
- Issues causing anger and frustration for automated telephone service users, November 1999
- Respondents annoyed by automated services, by socio-demographic characteristics, November 1999
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The Future
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- Call centre structure - the future model
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Forecast
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- Forecast of the penetration of telephone banking, 1999-2003
- Forecast of the motor insurance market, 1999-2003
- Forecast of the home insurance premiums market, 1999-2003
- Forecast of the travel insurance premiums market, 1999-2003
- Forecast of the net mortgage advancement market, 1999-2003
- Forecast of the net premium income derived from life insurance, 1999-2003
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Appendix
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