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Call Centres (Industrial Report) - UK - November 2010

Industrial market reports from MBD industrial (a recognised authority in these markets) have added a new dimension to the breadth of research offered by Mintel. These industrial titles complement Mintel's existing consumer range, covering sectors such as building and engineering, and now featuring new business and professional/office sectors. This data is fully analysed and forecasts amended to reflect the forces affecting the market and industry. Market sizes, major players, key trends and forecasts are included in every report, providing you with a concise insight into each sector, facilitating your decision-making and allowing you to plan a successful future.

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The reports have been segmented into four main sections:

  • Build - Adhesives, Civil Engineering, Thermal Insulation ...
  • Engineering - Aerospace, Process Plant, Valves ...
  • Business - Electronic Components, Gas, Food & Drink Packaging ...
  • Professional/Office - Architects, Freight Forwarding, Quantity Surveyors

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Table of contents

  1. 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

                      • 3.2 Market Size
                          • Table 1: Number of Call Centres in the UK, 2006-2010
                          • Table 2: Number of Agent Places in Call Centres in the UK, 2006-2010
                        • Diagram 1: Comparison of Development of Call Centres and Agent Positions, 2006-2010
                          • Diagram 1: Comparison of Development of Call Centres and Agent Positions, 2006-2010
                        • 3.3 Market Segmentation
                          • 3.3.1 By Market Sector
                              • Table 3: Segmentation of Call Centre Agent Places, by Market Sector, 2006-2010
                            • 3.3.2 By Function
                              • Diagram 2: Segmentation of Call Centre Use, by Agent Activity, 2010
                            • 3.4 Market Trends
                              • 3.4.1 Outsourcing
                                  • Table 4: Number of Agent Places in Outsourced Call Centres in the UK, 2006-2010
                                • 3.4.2 Multimedia Centres
                                    • Table 5: Penetration of Internet and Telecommunications Technology in the UK, 2002 and 2010
                                  • 3.4.3 Employment Issues
                                    • 3.4.4 Software
                                      • 3.5 Regionality
                                          • Table 6: Location of Call Centres in the UK, 2010
                                      • 4. Industry Structure

                                          • 4.2 Industry Development
                                              • Table 7: Analysis of the Changes in the Structure of the Call Centre Industry, 2005-2009
                                            • 4.3 Structure by Employment
                                              • Table 8: Analysis of the Employment Structure of the Call Centre Industry, 2008 and 2009
                                            • 4.4 Structure by Turnover
                                              • Table 9: Analysis of the Financial Structure of the Call Centre Industry, 2008 and 2009
                                            • 4.5 Company Profiles
                                              • 4.5.1 Callcredit Marketing Solution (formerly known as Broadsystem)
                                                • Table 10: Financial Analysis of Callcredit Marketing Solutions, 2005-2009
                                                • Table 11: Key Financial Ratios for Callcredit Marketing Solutions, 2005-2009
                                              • 4.5.2 Club 24
                                                • Table 12: Financial Analysis of Club 24, 2006-2010
                                                • Table 13: Key Financial Ratios for Club 24, 2006-2010
                                              • 4.5.3 ClientLogic (UK)
                                                • Table 14: Financial Analysis of ClientLogic (UK), 2004-2008
                                                • Table 15: Key Financial Ratios for ClientLogic (UK), 2004-2008
                                              • 4.5.4 Inkfish Call Centres
                                                • Table 16: Financial Analysis of Inkfish Call Centres, 2005-2009
                                                • Table 17: Key Financial Ratios for Inkfish Call Centres, 2005-2009
                                              • 4.5.5 KC Contact Centres
                                                  • Table 18: Financial Analysis of KC Contact Centres, 2005-2009
                                                  • Table 19: Key Financial Ratios for KC Contact Centres, 2005-2009
                                                • 4.5.6 LBM
                                                    • Table 20: Financial Analysis of LBM Direct Marketing, 2005-2009
                                                    • Table 21: Key Financial Ratios for LBM Direct Marketing, 2005-2009
                                                  • 4.5.7 MM Teleperformance
                                                      • Table 22: Financial Analysis of MM Teleperformance, 2005-2009
                                                      • Table 23: Key Financial Ratios for MM Teleperformance, 2005-2009
                                                    • 4.5.8 Telecom Service Centres
                                                      • Table 24: Financial Analysis of Telecom Service Centres, 2005-2009
                                                      • Table 25: Key Financial Ratios for Telecom Service Centres, 2005-2009
                                                    • 4.5.9 Response (Building Rewarding Relationship)
                                                        • Table 26: Financial Analysis of Response (Building Rewarding Relationships), 2005-2009
                                                        • Table 27: Key Financial Ratios for Response (Building Rewarding Relationships), 2005-2009
                                                      • 4.5.10 SITEL UK
                                                          • Table 28: Financial Analysis of SITEL UK, 2004-2008
                                                          • Table 29: Key Financial Ratios for SITEL UK, 2004-2008
                                                      • 5. Forecast

                                                          • 5.2 Market Size
                                                              • Table 30: Forecast Number of Call Centres in the UK, 2011-2015
                                                              • Table 31: Forecast Number of Agent Places in Call Centres in the UK, 2011-2015
                                                              • Table 32: Forecast Number of Agent Places in Outsourced Call Centres in the UK, 2011-2015
                                                            • 5.3 Industry
                                                            • 6. Further Sources & Contacts

                                                              • 6.1 Trade Associations
                                                                • 6.2 Trade Magazines
                                                                  • 6.3 Trade Exhibitions

                                                                  Companies Covered

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                                                                  Call Centres (Industrial Report) - UK - November 2010

                                                                  US $1,321.06 (Excl.Tax)