Table of Contents

1. EXECUTIVE SUMMARY 1

2. INTRODUCTION 4
2.1 Definitions 5
2.2 Methodology 5
2.3 Abbreviations 5
2.4 Market Positioning 6
2.4.1 Development of Market Position 8
2.5 UK Economy 12
2.6 Market Factors 14

3. MARKET SIZE AND TRENDS 18
3.1 Chapter Summary 19
3.2 Market Size 19
3.3 Market Segmentation 24
3.3.1 By Market Sector 24
3.3.2 By Function 27
3.4 Market Trends 29
3.4.1 Outsourcing 29
3.4.2 Multimedia Centres 32
3.4.3 Employment Issues 35
3.4.4 Software 37
3.5 Regionality 39

4. INDUSTRY STRUCTURE 42
4.1 Chapter Summary 43
4.2 Industry Development 43
4.3 Structure by Employment 45
4.4 Structure by Turnover 46
4.5 Company Profiles 46
4.5.1 Broadsystem 47
4.5.2 Club 24 48
4.5.3 ClientLogic (UK) 49
4.5.4 Inkfish Call Centres 51
4.5.5 KCOM Contact Centres 53
4.5.6 LBM 54
4.5.7 MM Teleperformance 55
4.5.8 The Merchants Group 57
4.5.9 Thus 58
4.5.10 SITEL Europe 60

5. FORECAST 63
5.1 Chapter Summary 64
5.2 Market Size 65
5.3 Industry 71

6. FURTHER SOURCES & CONTACTS 74
6.1 Trade Associations 75
6.2 Trade Magazines 75
6.3 Trade Exhibitions 76

List of Tables

1: Number of Call Centres in the UK, 2003-2007 22
2: Number of Agent Places in Call Centres in the UK, 2003-2007 23
3: Segmentation of Call Centre Agent Places, by Market Sector, 2003-2007 27
4: Number of Agent Places in Outsourced Call Centres in the UK, 2003-2007 32
5: Penetration of Internet and Telecommunications Technology in the UK, 2002 and 2007 34
6: Location of Call Centres in the UK, 2007 41
7: Analysis of the Changes in the Structure of the Call Centre Industry, 2003-2007 45
8: Analysis of the Employment Structure of the Call Centre Industry, 2006 and 2007 45
9: Analysis of the Financial Structure of the Call Centre Industry, 2006 and 2007 46
10: Financial Analysis of Broadsystem, 2003-2007 47
11: Key Financial Ratios for Broadsystem, 2003-2007 48
12: Financial Analysis of Club 24, 2003-2007 49
13: Key Financial Ratios for Club 24, 2003-2007 49
14: Financial Analysis of ClientLogic (UK), 2002-2006 50
15: Key Financial Ratios for ClientLogic (UK), 2002-2006 51
16: Financial Analysis of Inkfish Call Centres, 2003-2007 52
17: Key Financial Ratios for Inkfish Call Centres, 2003-2007 52
18: Financial Analysis of KCOM Contact Centres, 2003-2007 53
19: Key Financial Ratios for KCOM Contact Centres, 2003-2007 54
20: Financial Analysis of LBM, 2003-2007 55
21: Key Financial Ratios for LBM, 2003-2007 55
22: Financial Analysis of MM Teleperformance, 2003-2007 56
23: Key Financial Ratios for MM Teleperformance, 2003-2007 57
24: Financial Analysis of The Merchants Group, 2002-2006 57
25: Key Financial Ratios for The Merchants Group, 2002-2006 58
26: Financial Analysis of Thus, 2003-2007 60
27: Key Financial Ratios for Thus, 2003-2007 60
28: Financial Analysis of SITEL Europe, 2002-2006 61
29: Key Financial Ratios for SITEL Europe, 2002-2006 61
30: Financial Analysis of SITEL UK, 2002-2006 62
31: Key Financial Ratios for SITEL UK, 2002-2006 62
32: Forecast Number of Call Centres in the UK, 2008-2012 68
33: Forecast Number of Agent Places in Call Centres in the UK, 2008-2012 69
34: Forecast Number of Agent Places in Outsourced Call Centres in the UK, 2008-2012 71