Industry operators have faced difficult conditions over much of the past five years owing to the lasting effects of the downturn. Before 2008-09, the industry performed well as businesses focused on improving their customer service and chose to outsource non-core operations. However, the financial crisis and subsequent downturn resulted in a considerable fall in demand as businesses slashed their spending in order to curb costs. The industry has also faced strong competition from offshore call centres, which has further impeded its performance.
Call centres provide in- and outbound telecommunication services to improve client relations, provide technical assistance, market goods or conduct opinion polls. The industry only includes outsourced work.
The report covers the scope, size, disposition and growth of the industry including the key sensitivities and success factors. Also included are five year industry forecast, growth rates and an analysis of the industry key players and their market shares.