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Marktanalyse

Russian Call Center Outsourcing Market 2012

Reports-ID: 199044766
Herausgeber: RBC.research
Seitenumfang: 65
Sprachversion: Englisch
Veröffentlichung: 2012-10-12
Region: Russland
Lieferformat: pdf
Lieferfrist: 2 Werktage
Demo-Version: Download
Preis: 1.150,00 €

Kurzbeschreibung

The review "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 using outsourcing call center services.

The review "Russian Call Center Outsourcing Market  2012" ranks the leading contact centers by their market share, inbound and outbound traffic and agents' places, and also contains information on the volume of the Russian market of outsourcing call center services, the turnovers of the largest contact centers, the number of assembled and used operators' places, and names the cities where the operator sites of outsourced call centers are located.

Separate sections are concerned with the personnel policy, the analysis of outsourcing call center servicing fees and the key providers of PCP (call processing center) systems. They contain 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 RBC web-site with the number of respondents exceeding 6.3k people. The goal of the survey was to study the preferences of subscribers in communication with the operators of the contact centers of customer care/directory services and the specifics of subscriber behavior. The survey results made it possible to determine the communication channels that the subscribers use most often to contact call-center operators; the maximum waiting time in queue that does not irritate the subscribers of contact centers; relevance of dialect or accent in the speech of a call center operator; the subscribers' readiness to pay for quick connect with a call-center operator; the reasons why the subscriber may end the call; what the subscriber prefers to listen while waiting for a connection with a call center operator; the readiness of the call center subscriber to use "return call" service.

 

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

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

The eighth edition

The report contains 27 tables and 52 graphs and diagrams.

The report language: English, Russian.

(The report is provided as a PDF file).

Inhaltsverzeichnis

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 Outsourcing 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 OUTSOURCING CALL CENTERS 45
Survey Procedure 45
Key Performance Indicators of Outsourcing 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 Outsourcing Call Centers 50
Pricing Policy of Outsourcing Call Centers 51
PERSONNEL POLICY OF OUTSOURCING 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
Other Solutions 65
Comparison of Solutions 65
   
   

Tabellenliste

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 Outsourcing Call Centers (by Number of Used Workplaces), 2005-2012 20
Table 5. Largest Outsourcing Call Centers by Processed Inbound Voice Calls, 2012 21
Table 6. Largest Outsourcing Call Centers by Processed Outbound Voice Calls, 2012 21
Table 7. Largest Outsourcing Call Centers by Processed Inbound Voice Traffic, 2012 22
Table 8. Largest Outsourcing Call Centers by Processed Outbound Voice Traffic, 2012 22
Table 9. Largest Outsourcing Call Centers by Processed IVR Traffic, 2012 23
Table 10. Largest Outsourcing Call Centers by Processed Electronic Mail and SMS, 2012, Messages per Day 23
Table 11. Largest Outsourcing Call Centers by Area of Operator Floors, 2012 24
Table 12. Number of Outside Telephone Lines in Outsourcing Call Centers Including IP-Telephony Lines, 2012 24
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 38
Table 15. Approximate Prices Offered by Outsourcing Call Centers 51
Table 16. Changes in Average Price Quotations in 2011 (weighted by the number of operator’s places) 53
Table 17. Percentage of Operator’s Time Spent on Training and Contacts with Supervisor, % 57
Table 18. Salary Level of Call Center Employees 57
Table 19. Ratio of Average Monthly Salaries of Call Center Employees in Moscow and in Provinces 58
Table 20. Growth of Average Operator Salaries in Moscow and Provinces, 2010-2012 58
Table 21. Training and Development 58
Table 22. Average Operator Load in Call Centers 59
Table 23. Equipment and Software Used by Outsourcing Call Centers 61
Table 24. Total Number of Call Center Solutions Implemented in Russia, According to Vendors 62
Table 25. Number of Call Center Solutions Implemented in Russia in 2011 63
Table 26. Total Number of Solutions for Outsourcing Call Centers Implemented in Russia 63
Table 27. Comparison of Solutions 65
   
   
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 Outsourcing 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 OUTSOURCING CALL CENTERS 45
Survey Procedure 45
Key Performance Indicators of Outsourcing 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 Outsourcing Call Centers 50
Pricing Policy of Outsourcing Call Centers 51
PERSONNEL POLICY OF OUTSOURCING 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
Other Solutions 65
Comparison of Solutions 65

Diagrammliste

Figure 1. Market Structure 8
Figure 2.  Call Centers Outsourcing Market in Russia (2001-2011) 11
Figure 3. Used Workplaces in Outsourcing Call Centers and Their Growth Rates, 2004-2012 12
Figure 4. Number of Call Centers and Used Agent's Places Depending on Outsourcing Call Center Size, 2011 12
Figure 5. . Russian Market of Outsourcing Call Centers - Development Model 14
Figure 6. Development of Outsourcing Call Centers in Russia 14
Figure 7. Expected Development of Outsourcing Call Center Market in Russia in 2012-2015 15
Figure 8.  Market Concentration Curve (2006-2011) 16
Figure 9. Russian Largest Outsourcing Call Centers (by Number of Used Workplaces), 2005-2012 20
Figure 10. Market Shares of Outsourcing Call Centers by Total Voice Traffic (without IVR), 2012 21
Figure 11. Ratio of Markets of Moscow, Saint-Petersburg and Regions 26
Figure 12. Distribution of Remote Call Processing Centers in Russia 27
Figure 13. Attitude of Call Center Executives to Site Relocation to Provinces, 2011-2012 28
Figure 14. Consumer Survey: Social and Demographic Characteristics, 2011 29
Figure 15. Survey Results: Means of Client-Company Communication Depending on Respondents’ Sex, 2012 30
Figure 16. Survey Results: Means of Client-Company Communication, Distribution by Respondents’ Age, 2012, % of Respondents 31
Figure 17. Survey results: Subscriber Use of Toll-Free Telephone Lines (8-800), 2012 32
Figure 18. Survey Results: Time of Waiting for Connection with Operator, Distribution by Respondents’ Sex, 2012 33
Figure 19. Survey Results: Subscribers’ Readiness to Pay for Priority Connection with Call Center Operator, 2011, % of Respondents 34
Figure 20. 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 21. 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 35
Figure 22. Survey Results: What Subscriber prefers to Listen While Waiting for Connection with Call Center Operator, 2012 36
Figure 23. Survey Results: Reasons that Make Subscriber Terminate the Call, 2012 37
Figure 24. Survey Results: Influence of Operator’s Accent (Dialect) on Attitude to Such Company 38
Figure 25. Survey Results: Influence of Operator’s Accent (Dialect) on Attitude to Such Company, Distribution by Respondents’ Age, 2012 38
Figure 26. Survey Results: Does Low Phone Support Standards Influence Your Attitude to Products/Services of Company Itself 39
Figure 27. Survey Results: Does Low Phone Support Standards Influence Your Attitude to Products/Services of Company Itself, Distribution by Respondents’ Age, 2012 39
Figure 28. Survey Results: Sources of Information (Reviews) about Activity of Some Company 40
Figure 29. Survey Results: Sources of Information (Reviews) about Activity of Some Company, Distribution by Age 40
Figure 30. Survey Results: Where Respondents Prefer to Place Their Reviews about Companies 41
Figure 31. Survey Results: What Usually Makes You Write Reviews 41
Figure 32. Survey Results: To How Many People Respondents Usually Give Face-to-Face Recommendations about Particular Company 42
Figure 33. Survey Results: Subscribers’ Preference in Respect of Call Center Operator’s Voice, 2011, % of the respondents 42
Figure 34. Customer Survey: Importance of Consultant’s Sex for Men When They Contact a Call Center, 2011, % of Respondents to This Question 43
Figure 35. Customer Survey: Importance of Consultant’s Sex for Women When They Contact a Call Center, 2011, % of Respondents to This Question 43
Figure 36. 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 44
Figure 37. Importance of Call Center Performance Indicators (for All Respondents) 45
Figure 38. Importance of FCR Measurement Methods for Customers (for All Respondents) 46
Figure 39. Management Tasks Assigned to Management (for All Respondents) 46
Figure 40. Planning Horizon When Making Operators’ Schedule, Frequency in % 47
Figure 41. Most Important Criteria When Choosing a Vendor 47
Figure 42. Types of Outbound Calls, % 48
Figure 43. Combination of Inbound and Outbound Calls, All Respondents, % 49
Figure 44. Attitude of Call Center Management to Operators’ Work from Home (Average Score for All Respondents) 49
Figure 45. Indicative Diagram of Financial Flows in Call Center Market 50
Figure 46. Cost of Call Center Services (Weighted by Number of Operator’s Places) 54
Figure 47. Cost of Call Center Services (by Number of Call Centers) 54
Figure 48. Distr4ibution of Operators’ Age Categories in Outsourcing Call Centers, 2012, % 55
Figure 49. Population Size by Sex and Age in Early 2012, % 56
Figure 50. Training for New Employees 59
Figure 51. Usage of Equipment from Different Manufacturers in Outsourcing Call Centers, 2012 62
Figure 52. Shares of Manufacturers by Number of Installed Workplaces, 2012 62