中国callcenter外包投资项目咨询报告(ppt 115页)

Executive Summary
Call Center Business
Market Overview
CC Customer Segmentation
In-house users
Outsourcers
Demand
Customer
Economics
Competition
Recommendations
Success business model
Partnering strategy
E-Commerce Market Overview
TCI Tianjin
Current Situation Analysis
Recommendations
China’s call center market took off since 1998 with an annual growth rate over 100%
Non-paging market size reached 54,000 seats in 2000
However past growth was largely driven by demands from administrative driven sector
Over 60% of the new CC demand comes from four pillar industries: Banking, Post Services, Fixed-line Telecom, and Insurance
Distinctive purchasing behavior identified for these purchases
Future growth will be propelled by service oriented and outsourcing segments
Service oriented segment expected to be 50% of total CC market
Outsourcing market will grow at least 50% a year for the next few years
However large variance exists for outsourcing segment growth
Overall, China CC market is expected to reach over 130,000 seats in 2004 and 340,000 seats in 2010
……