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Russian Call Center Outsourcing Market 2012

Russian Call Center Outsourcing Market 2012
ID (артикул): 562949984917083
Автор: РБК Исследования рынков
Количество страниц: 65
Язык отчета: Английский и русский язык
Дата выпуска: 12.10.2012
Способ предоставления: В электронном виде
Формат исследования: PDF
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Описание "Russian Call Center Outsourcing Market 2012"

The report "Russian Call Center Outsourcing Market - 2012" deals with the integrated research of the market of call centers (contact centers, context centers) that provide outsourcing services in Russia. This marketing research has been conducted for the eighth time and may be interesting both for the market players (contact centers) and the customers that are using outsourced call center services.

The report "Russian Call Center Outsourcing Market - 2012" ranks the leading contact centers by their market share, inbound and outbound traffic and number of agents' workplaces. It also contains information on the volume of the Russian market of outsourced call center services, the revenue of the largest contact centers, the total number of available as well as in-use operators' places, and physical locations for the major outsourcing call centers.

Separate sections are concerned with the personnel policy, an analysis of outsourcing call center  fees and the key providers of CPC (call processing center) systems. The report contains profiles of Russian developers of solutions for call centers.

As part of the marketing research "Russian Call Center Outsourcing Market - 2012" the analysts of RBC.research held a survey among the visitors of the RBC web-site, where the number of respondents exceeded 6,300 people. The goal of the survey was to study the preferences of people who contact, customer care/directory services and the specifics of their behavior. The survey results made it possible to determine the communication channels that callers use most often to contact call-center operators; the maximum waiting time in queue that does not irritate the caller; the relevance of dialect or accent in the speech of the call center operator; the caller's readiness to pay for a rapid connection with a call-center operator; the reasons why the caller may terminate the call prematurely; what the caller prefers to listen to while waiting for a connection with a call center operator; and the readiness of the caller to use a "return call" service.

 

The marketing research "Russian Call Center Outsourcing Market - 2012" was carried out in May-July 2012. Report was translated in October 2012.

The research methods included: questionnaire survey of the market participants, inspection of agents' places, interviews with industry experts, polling of contact center callers, data analysis, and desk studies.

The eighth edition

The report volume: 65 pages.

The report contains 27 tables and 49 graphs and diagrams.

The report language: English, Russian.

(The report is provided as a PDF file).


Содержание "Russian Call Center Outsourcing Market 2012"

 

ANNOTATION

2

TABLE OF CONTENTS

3

List of diagrams

4

List of tables

6

SUMMARY

7

Types of Market Players

8

Russian Market of Contact Center Services

11

 

Market Size and Key Players in the Market of Outsourced call centers

11

 

 

Market size and the number of operator's places

11

 

 

Market development model and development factors

12

 

 

Development of outsourcing call center market in the post-crisis period

15

 

Market Leaders

16

 

Regional Markets

25

Results of Survey on RBC Web-Site

29

 

Sample Description

29

 

Choice of Channels Relative to Call Center Operator

29

 

Use of Free Calls on 8-800

31

 

Time of Waiting for Connection with Call Center Operator

32

 

Number of Call Center Calling Attempts

34

 

Information during Wait Time

35

 

Termination of Conversation with Call Center Operator

36

 

Factors that Influence Attitude to Company

37

 

Company Reviews

39

 

Voice of Call Center Operator

42

Results of Survey of Outsourced Call Centers

45

 

Survey Procedure

45

 

Key Performance Indicators of Outsourced call centers

45

 

Information and Planning

46

 

Equipment

47

 

Outbound Calls

48

 

Operators' Work from Home

49

Financial Flows and Cost of Services

50

 

Financial Flow Structure in the Market of Outsourced call centers

50

 

Pricing Policy of Outsourced call centers

51

Personnel Policy of Outsourced Call Centers

55

 

Influence of National Demographic Situation on Call Center Staff Composition

55

 

Personnel Motivation Methods

56

Key Vendors of Equipment for Call Processing Centers

61

 

Review of Russian Developers of Call Center Solutions

61

 

Naumen

63

 

Infratel

64

 

IntelTelecom

64

 

Telefonnye Sistemy

65

 

Forte-IT

65


Иллюстрации "Russian Call Center Outsourcing Market 2012"

     

Figure 1. Market Structure

8

Figure 2. Call Centers Outsourcing Market in Russia (2001-2011)

11

Figure 3. Used Workplaces in Outsourced Call Centers and Their Growth Rates, 2004-2012

12

Figure 4. Number of Call Centers and Used Agent's Workplaces Depending on Outsourced Call Center Size, 2011

12

Figure 5. . Russian Market of Outsourced Call Centers - Development Model

14

Figure 6. Development of Outsourced Call Centers in Russia

14

Figure 7. Expected Development of The market of call center outsourcing in Russia in 2012-2015

15

Figure 8.  Market Concentration Curve (2006-2011)

16

Figure 9. Market Shares of Outsourced Call Centers by Total Voice Traffic (without IVR), 2012

21

Figure 10. Ratio of Markets of Moscow, Saint-Petersburg and Regions

26

Figure 11. Distribution of Remote Call Processing Centers in Russia

27

Figure 12. Attitude of Call Center Executives to Site Relocation to Provinces, 2011-2012

28

Figure 13. Survey Results: Means of Client-Company Communication Depending on Respondents' Sex, 2012

30

Figure 14. Survey Results: Means of Client-Company Communication, Distribution by Respondents' Age, 2012, % of Respondents

31

Figure 15. Survey results: Caller Use of Toll-Free Telephone Lines (8-800), 2012

32

Figure 16. Survey Results: Time of Waiting for Connection with Operator, Distribution by Respondents' Sex, 2012

33

Figure 17. Survey Results: Callers' Readiness to Pay for Priority Connection with Call Center Operator, 2011, % of Respondents

34

Figure 18. Survey Results: Number of Attempts to Get Through to Call Center Operator That Client is Ready to Make if Line is Busy, 2012

34

Figure 19. Survey Results: Clients' Readiness to Use "Call Me Back" Function in Case of Problems with Getting through to Call Center Operator, Distribution by Respondents' Sex, 2012

34

Figure 20. Survey Results: What Caller prefers to Listen While Waiting for Connection with Call Center Operator, 2012

35

Figure 21. Survey Results: Reasons that Make Caller Terminate the Call, 2012

36

Figure 22. Survey Results: Influence of Operator's Accent (Dialect) on Attitude to Such Company

37

Figure 23. Survey Results: Does Low Phone Support Standards Influence Your Attitude to Products/Services of Company Itself

38

Figure 24. Survey Results: Does Low Phone Support Standards Influence Your Attitude to Products/Services of Company Itself, Distribution by Respondents' Age, 2012

38

Figure 25. Survey Results: Sources of Information (Reviews) about Activity of Some Company

39

Figure 26. Survey Results: Sources of Information (Reviews) about Activity of Some Company, Distribution by Age

39

Figure 27. Survey Results: Where Respondents Prefer to Place Their Reviews about Companies

40

Figure 28. Survey Results: What Usually Makes You Write Reviews

40

Figure 29. Survey Results: To How Many People Respondents Usually Give Face-to-Face Recommendations about Particular Company

41

Figure 30. Survey Results: Callers' Preference in Respect of Call Center Operator's Voice, 2011, % of the respondents

41

Figure 31. Customer Survey: Importance of Consultant's Sex for Men When They Contact a Call Center, 2011, % of Respondents to This Question

42

Figure 32. Customer Survey: Importance of Consultant's Sex for Women When They Contact a Call Center, 2011, % of Respondents to This Question

42

Figure 33. Survey Results: Do You Become More Trustful to Operator If You See Their Picture (Photo or Online Video), Distribution by Respondents' Sex, 2011, % of Respondents

43

Figure 34. Importance of Call Center Performance Indicators (for All Respondents)

44

Figure 35. Importance of FCR Measurement Methods for Customers (for All Respondents)

45

Figure 36. Management Tasks Assigned to Management (for All Respondents)

45

Figure 37. Planning Horizon When Making Operators' Schedule, Frequency in %

46

Figure 38. Most Important Criteria When Choosing a Vendor

46

Figure 39. Types of Outbound Calls, %

47

Figure 40. Combination of Inbound and Outbound Calls, All Respondents, %

48

Figure 41. Attitude of Call Center Management to Operators' Work from Home (Average Score for All Respondents)

48

Figure 42. Indicative Diagram of Financial Flows in Call Center Market

49

Figure 43. Cost of Call Center Services (weighted by number of operator workplaces)

52

Figure 44. Cost of Call Center Services (by Number of Call Centers)

53

Figure 45. Distr4ibution of Operators' Age Categories in Outsourced Call Centers, 2012, %

54

Figure 46. Population Size by Sex and Age in Early 2012, %

55

Figure 47. Training for New Employees

58

Figure 48. Usage of Equipment from Different Manufacturers in Outsourced Call Centers, 2012

61

Figure 49. Shares of Manufacturers by Number of Installed Workplaces, 2012

61


Таблицы "Russian Call Center Outsourcing Market 2012"

 

Table 1. Comparison of Call Centers by Types

9

Table 2. SWOT Analysis of Call Centers by Types

10

Table 3. Revenues of Call Centers in 2007-2011, million rub. (Excl. VAT)

17

Table 4. Russian Largest Outsourced Call Centers (by Number of Used Workplaces), 2005-2012

20

Table 5. Largest Outsourced Call Centers by Processed Inbound Voice Calls, 2012

21

Table 6. Largest Outsourced Call Centers by Processed Outbound Voice Calls, 2012

21

Table 7. Largest Outsourced Call Centers by Processed Inbound Voice Traffic, 2012

22

Table 8. Largest Outsourced Call Centers by Processed Outbound Voice Traffic, 2012

23

Table 9. Largest Outsourced Call Centers by Processed IVR Traffic, 2012

23

Table 10. Largest Outsourced Call Centers by Processed Electronic Mail and SMS, 2012, Messages per Day

24

Table 11. Largest Outsourced Call Centers by Area of Operator Floors, 2012

24

Table 12. Number of Outside Telephone Lines in Outsourced Call Centers Including IP-Telephony Lines, 2012

25

Table 13. Consumer Survey: Social and Demographic Characteristics, 2011

29

Table 14. Survey Results: Influence of Operator's Accent (Dialect) on Attitude to Such Company, Distribution by Respondents' Age, 2012

37

Table 15. Approximate Prices Offered by Outsourced Call Centers

51

Table 16. Changes in Average Price Quotations in 2011 (weighted by the number of operator workplaces)

52

Table 17. Percentage of Operator's Time Spent on Training and Contacts with Supervisor, %

56

Table 18. Salary Level of Call Center Employees

56

Table 19. Ratio of Average Monthly Salaries of Call Center Employees in Moscow and in Provinces

57

Table 20. Growth of Average Operator Salaries in Moscow and Provinces, 2010-2012

57

Table 21. Training and Development

58

Table 22. Average Operator Load in Call Centers

58

Table 23. Equipment and Software Used by Outsourced Call Centers

60

Table 24. Total Number of Call Center Solutions Implemented in Russia, According to Vendors

61

Table 25. Number of Call Center Solutions Implemented in Russia in 2011

62

Table 26. Total Number of Solutions for Outsourced Call Centers Implemented in Russia

62

Table 27. Comparison of Solutions

65


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