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).
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 | |
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 |
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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