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2000 Call Center China Report

Brief Introduction

TARGET

The main target of China's Call Center Market 2000 is to illustrate aspects below and predict the development of call center in China in the next 3 to 10 years:

• Market size and main industrial application of call center in China.
• The current status of call center manufactures in China
• The current status, size, and development of call center outsourcing market in China
• Call Center Development and market projection in China
• Comparing call center. indexes between China and other countries

Scope of Study

Beijing Wiseway Consulting Co., Ltd and Beijing CTI-Forum.com （m.mckinneybsf.com）carried out a 4-month market investigation of the call center market in China from November 2000 to March 2001. The Scope of this investigation was the mainland of the People's Republic of China, excluding Hong Kong, Macao and Taiwan. Scope of Study Beijing Wiseway Consulting Co., Ltd and Beijing CTI-Forum.com carried out a 4-month market investigation of the call center market in China from November 2000 to March 2001. The Scope of this investigation was the mainland of the People's Republic of China, excluding Hong Kong, Macao and Taiwan.

Main target of this investigation include:

• Current Call Center Users - industry and enterprises
• Potential Call Center Users - industry and enterprises
• Suppliers, System Integrators and Application Software Developers
• Outsourcing Service Providers
• Government and other organizations.

• Interview and questionnaire: from November 2000 to January 2001, we interviewed a number of companies in major cities in China including: Beijing, Shanghai, Guangzhou and Shenzhen. We also conducted a questionnaire survey through which 167 samples were collected and more than 10 key application industries were involved including: telecommunication, banking, securities, insurance, postal service, and so on.
• Data Analysis through various channels, including official statistical books, data banks, media reports and special research reports.
• On-Spot investigation to call center companies in other countries, such as Japan and Australia.

Consult the following agencies for any question:

CTI Forum(m.mckinneybsf.com)

Tel: 86-10-82012787 82079677

Fax: 86-10-62041062

E-mail: cti@ctiforum.com

Index - “2000 China Call Center Report ”

1 Executive Summary

1.2 Outsourcing Market

1.3 Suppliers and System Integrators

3.1 Political, Economical And Social Environment

3.2 Telecom Infrastructure

3.3 Impact of Pending WTO Entry

4.1 Diving Force Analysis

1. Administration Driven Factors
2. Service Oriented Factors
3. Generic Service Drivers

1. Industry Overview
2. Competition – Telecom operators
3. Telecommunication Market Size and Development

1. Industry Overview
2. Banking Industry Competition
3. Banking Industry Call Center Market Analysis
4. Trend and Development

1. Industry Overview
2. Insurance Market Competition
3. Insurance Call Center Market Analysis
4. Trend and Development

1. Industry Overview
2. Securities Market Competition
3. Securities Call Center Market Analysis
4. Trend and Development

4.6 Call Center Market – Power Industry

1. Industry Overview
2. Power Industry Call Center Market Analysis
3. Call Center Market Size and Specifications
4. Trend and Development

1. Industry Overview
2. Computer Industry Call Center Market Analysis
3. Call Center Market Size and Specifications
4. Trend and Development

4.8 Call Center Market – Home Appliances

1. Industry Overview
2. Home Appliances Call Center Market Analysis
3. Call Center Market Size and Specifications
4. Trend and Development

4.9 Call Center Market – Justice

1. Industry Overview
2. Justice Industry Call Center Market Analysis
3. Call Center Market Size and Specifications
4. Trend and Development

4.10 Call Center Market – Remote Shopping

1. Industry Overview
2. Remote Shopping Call Center Market Analysis
3. Call Center Market Size and Specifications
4. Trend and Development

4.11 Call Center Market – Postal Service

1. Industry Overview
2. Players and Competition
3. Call Center Market Size and Specifications
4. Trend and Development

4.12 Call Center Market – Government and Social Services

1. Industry Overview
2. Call Center Analysis
3. Trend and Development

4.13 Call Center Market – Other Service Industries

1. Express Delivery Service
2. Aviation
3. News and Media
4. Tourism

4.14 Horizontal Applications

1. Current Call Center Users
2. Potential Call Center Users

5 Suppliers

5.1 Overview

5.2 Manufacturers and Industry Applications

5.3 Products and Applications

6. Outsourcing

1. Market Players
2. Customer
3. Competition
4. Successful Models and Proposed Strategies
5. Trend and Development

7 Country Comparison

1. Market Size China And Other Countries
2. Structural Differences
3. Vertical Market Comparison
4. Horizontal Application Differences
5. Development And Difficulties

8. Looking Ahead

1. Call Center Market Development Prospects
2. Technological Development
3. Consulting, Training And Operation

Annex：

1. Telecom Regulations
2. Year 1999-2000 Information On China Call Center Market
3. Survey Summary
4. Selected List Of Suppliers And System Integrators