RusTele.com

Contact centers in Russia

Integrated report exploring the call-centers’ services market with the examples of biggest projects implementation in NWFD, analysis of their technical and economical aspects, options of the use these centers as a means to achieving customer’s goals. The bulk of the report covers marketing and pricing policies of these centers’ functioning as well as basic pricing principles, approximate costs structure and tariff policy. The report includes outsourcing call-centers rates, price-lists and enumeration of services. More than 30 operating call-centers of St. Petersburg and NWFD profiles are represented in a separate chapter which provides the reader with detailed contact information. This report is designed to those customers who are planning the creation of clients’ support systems or interested in product’s perceptual mapping, seasonal analysis or researching potential demand in case of bringing new product and services into the market. 
Those companies that already have call-centers will be interested in reading report’s chapter about centers’ basic management principles including operators’ teaching methods and personnel motivation programs.
Report’s volume – 70 pages, 16 chapters. Available in PDF format and printed version. 

1. EXECUTIVE SUMMARY

2. INTRODUCTION
2.1 Definitions
2.2 Methodology
2.3 Abbreviations
2.4 Market Positioning
2.4.1 Development of Market Position
2.5 Market Factors

3. MARKET SIZE AND TRENDS
3.1 Chapter Summary
3.2 Market Size
3.3 Market Segmentation
3.3.1 By Market Sector
3.3.2 By Function
3.4 Market Trends
3.4.1 Outsourcing
3.4.2 Multimedia Centres
3.4.3 Employment Issues
3.4.4 Software
3.5 Regionality

4. INDUSTRY STRUCTURE
4.1 Chapter Summary
4.2 Industry Development
4.3 Structure by Employment
4.4 Structure by Turnover
4.5 Company Profiles

5. FORECAST
5.1 Chapter Summary
5.2 Market Size
5.3 Industry

6. FURTHER SOURCES & CONTACTS