РБК Исследования рынков

Russian Call Center Outsourcing Market 2012

Дата выпуска: 12 октября 2012

Количество страниц: 65

Срок предоставления работы: 1 день

ID: 35674

46 000 ₽

Демоверсия

Описание Содержание Иллюстрации Таблицы

Описание

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).

Категории: IT и телекоммуникации/Call-центры
Россия

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Содержание

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

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Иллюстрации

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

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Таблицы

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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