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).