2011_ContactBabel - Syntellect

SEGMENTATIONS
Looking at industry averages for contact center statistics is only so useful. Only with a clear understanding of how
and why metrics differ between operations can readers see where they stand compared to their competitors. As
such, key statistics have been segmented in many different ways where relevant and possible:
• by vertical market (industry sector)
• by contact center size (agent positions)
• by contact center type (e.g. inbound/outbound).
We may also segment data along other lines (e.g. sales / service, and by location - region & division) where
possible and relevant.
VERTICAL MARKETS
Where possible, we have segmented and analyzed data along vertical market (business sector) lines, to highlight
the specific issues and environments particular to that vertical industry. Below are the eleven vertical markets
studied within this report which had sufficient respondents to justify inclusion.
Figure 1: Vertical market definitions
Vertical market
Finance
Insurance
IT
Medical
Outsourcing
Public Sector
Retail & Distribution
Services
Telecoms
Transport & Travel
Utilities
Sub-sectors
Banks, credit cards, loans, debt collection, credit checking, corporate
Insurance for life, motor, house, corporate, reinsurance, etc
Technology suppliers to businesses and consumers
Healthcare providers, medical equipment providers, medical advice
Large full-service outsourcers and smaller telemarketing firms
Government, federal and local, agencies, emergency services
Retailers, home shopping, catalog, parcel carriers, logistics
Non-physical service offerings to public and business
Mobile and fixed line operators, cable providers; broadband
Transport information & booking, travel agents, airlines, hotels, public transport
Electricity, water and energy providers
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