Top 20 Call Centers

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TOP 20 DE CENTERS A
NIVEL MUNDIAL
2010

Agenda

• Top 20 de Call Centers
• Historia y adquisiciones del Top 20

• Estrategias de crecimiento del Top 20
 Caso Teleperformance
 Caso ACS
 Caso Digitex

• Conclusión

Top 20 de Call Centers
CALL CENTER

Symbol

Public or
Revenue 2008
Country # Positions # Employees
Private Equity
(millions)

ACS
Convergys
WestTeleperformance
Atento
NCO Group
TeleTech
Transcom Worldwide
Sykes

ACS
CVG

Public
Public
Private Equity
RCF - Euronext Paris
Public
Private Equity
NCO
Public
TTEC
Public
TWWSDBB: Stockholmsborsen Public
SYKE
Public

US
US
US
Francia
España
USA
US
Suecia
US

ICT Group
Sitel
Aegis Communications
StarTek
APAC Customer Services, Inc.
Stream
Sutherland
24/7 CustomerDigitex
HTTM Global Solution (Hinduja
Group)
WNS
Genpact
ExlService Holdings
CapGemini

ICTG

Public
Private Equity
Private Equity
Public
Public
Public
Private Equity
Private Equity
Private Equity
Public

US
US
india
US
US
US
US
india
España
india

Public
Public
Public
Public

india
india
US
Francia

SRT
APAC
SGS

National Stock Exchange and
BombayStock Exchange
WNS
G
EXSL
CAP : Euronext Paris

74,000
75,000
43,000
100,000
132,000
34,000
55,000
21,000
33,000

$
$
$

$
$
$

$

6,523.00
2,785.00
2,247.00
1,593.00
2,000.00
1,513.00
1,400.00
631.00
819.00

18,000
60,000
39,000
9,500
10,500
30,000
23,000
8,000
8,500
14,500

$

428.00

$
$
$

273.00
248.80
211.00

$

160.00

21,356$
36,200 $
4871
8,200 $
91,621 $
(25,000 for
outsourcing)

539.26
1,040.00
181.70
12,276.00

82700
60714
24000
19000
12390

Top 20 de Call Centers a nivel mundial y países en
donde tienen centros de contacto
ACS

CALL CENTER

Convergys
West
Teleperformance

Atento
NCO Group
TeleTech
Transcom Worldwide
Sykes
ICT Group
Sitel

Country

Countries of OperationsCanada, US, Mexico, Jamaica, Republica Dominicana, Guatemala, Colombia, Brazil, Chile, Argentina,
Peru, China, Fiji, India, Malaysia, the Philippines, Ghana, Belgium, France, Germany, Ireland, Italy,
Netherlands, Poland, Spain, Switzerland and the UK.
US, Canada, Belgica, Dinamarca, Francia, Alemania, Hungria, Israel, Holanda, Portugal, Rusia,
US
España, Suiza, Turkia, UK, Egipto, Oman,Qatar, Emiratos Arabes, China, India, Indonesia, Corea,
Malasia, Filipinas, Sigapur, Sri Lanka, Taiwan, Tailandia, Australia, Brasil, Colombia, Costa Rica
US, Australia, Canada, China, Jamaica, India, Filipinas, Singapur, Suiza, UK
US
Francia Argentina, Brazil, Canada, Chile, Dominican Republic, El Salvador, Germany, India, Jamaica, Mexico,
N. Ireland, Philippines, Portugal, South Africa,Tunisia
España US, Mexico, Guatemala, El Salvador, Panama, Puerto Rico, Colombia, Venezuela, Peru, Brasil, Chile,
Argentina, España, Francia, Republica Checa, Marruecos
US, Antigua, Australia, Barbados, Canada, Guatemala, India, Mexico, Panama, Filipinas, Puerto Rico,
USA
UK
Argentina, Australia, Brazil, Canada, China, Costa Rica, England,Germany,Hong Kong, Malaysia,
US
Mexico, New Zealand,Northern Ireland, Philippines, Scotland, Spain, United States, South Africa
Suecia Austria, Belgium, Canada, Chile, Croatia, Czech Republic, Denmark, Estonia, France, Germany,
Hungary, Italy, Latvia, Lithuania, Luxembourg, The Netherlands, Norway, The Philippines, Poland,
Portugal, Romania, Serbia, Slovakia, Spain, Sweden, Switzerland, Tunisia, United Kingdom, USA
US, Canada, Argentina, Brasil,Costa Rica, El Salvador, Filipinas, China, India, Holanda, Hungria,
US
Escosia, Finlandia, Alemania, Dinamarca, Sudafrica, Suiza, Italia, Irlanda, España, Eslovaquia,
US, Canada, Mexico, UK, Costa Rica, Argentina, Australia, India, Filipinas
US
Australia, Belgium, Brazil, Bulgaria, Canada, Chile, Colombia, Denmark, France, Germany, India,
US
Ireland, Italy, Mexico, Morocco, Netherlands, New...