Contact Centres: Marketing contact centres manual - The vital statistics

The confidence marketers have in any marketing discipline is reflected in agency growth.

Below you will find a breakdown of the biggest and fastest-growing
contact centres, the top centres by inbound and outbound turnover, the
client sectors that use them the most, the increase in agent positions

and centres themselves over the past decade and a rundown of recent

award-winning work.

NUMBER OF OUTBOUND AGENCIES BY TURNOVER

AGENCY Turnover Outbound Outbound

2005 (pounds) (%) (pounds)

1 RHL 47,000,000 55 25,850,000

2 LBM 34,000,000 60 20,400,000

3 Vertex 391,360,000 5 19,568,000

4 Ventura 149,200,000 12 17,904,000

5 MM Teleperformance 53,371,000 25 13,342,750

Source: Marketing Contact Centre Leagues 2006.

TOP FIVE INBOUND AGENCIES BY TURNOVER

Agency Turnover Inbound Inbound

2005 (pounds) (%) (pounds)

1 Vertex 391,360,000 70 273,952,000

2 Ventura 149,200,000 84 125,328,000

3 Client Logic (UK) 83,302,000 87 72,472,740

4 MM Teleperformance 53,371,000 65 34,691,150

5 Prolog Connect 35,094,351 90 31,584,916

Source: Marketing Contact Centre Leagues 2006

CCA EXCELLENCE AWARDS 2005: BEST IN SECTOR

AWARD CATEGORY COMPANY

Retail and travel Tesco Stores

Financial services Siemens Business Services and

National Savings & Investments

Telemarketing and outsourcing National Rail Enquiries

Telecoms, technology and utilities Telewest Broadband

Public sector Surrey Police

Source: CCA

TOP FIVE CALL CENTRE AGENCIES BY GROWTH

Agency Turnover Turnover change

2005 (pounds) 2004 (pounds) (%)

1 Vertex 391,360,000 369,680,000 5.9

2 Ventura 149,200,000 131,800,000 13.2

3 Client Logic (UK) 83,302,000 74,310,000 12.1

4 MM Teleperformance 53,371,000 53,000,000 0.7

5 RHL 47,000,000 32,000,000 46.9

Source: Marketing Contact Centre Leagues 2006.

£17bn - is the value of the contact centre industry to the UK

economy. Source: ContactBabel.