EMIS Emerging Market Information Service IndiaBPO | Page 23
Contact Centers (cont'd)
Contact Centers by Type of Serviced Markets
Domestic Market 27% Business Markets 15% Subcont -ractor Call Centers 80%
Contact Centers by Contractor Type, Segments
Call Centers in Other Sectors 30% Call Centers in Banking Inand House Call Telecom Centers municati 20% ons 70%
International Market 73%
Mass & General Markets 85%
Job Discretion (l), Share of Incoming Calls (r)
Higher Discretion Jobs 30%
Contact Center Workforce by Education Level (l), Gender (r)
Outbound Calls 57%
Male 55% Others 30%
Low Discretion Jobs 70%
Inbound Calls 43%
College Graduates 70%
Female 45%
Source: Global Call Center Report: 2007
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