Cerved Group S.p.A. -v3929/ Publisher Sample

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1 Cerved Group S.p.A -v3929/ Publisher Sample Phone: (US) or or (Int'l) Hours: Monday - Thursday: 5:30am - 6:30pm EST Fridays: 5:30am - 5:30pm EST customerservice@marketresearch.com MarketResearch.com

2 COMPETITORS ITALY CALL CENTRES October 2013 INTRODUCTION TO METHODOLOGY Databank's methodology for Competitors reports begins with a careful screening to identify the main organisations that are representative of a given sector. Several one-to-one interviews are then conducted with the selected organisations. Questionnaires are sent to all the leading companies on an annual basis. The information collected is then verified by an expert in the particular sector using a system of counterchecks to guarantee that the information is entirely reliable and consistent. The process is then completed using Cerved Group's proprietary information about Italian enterprises. All Competitors reports also include details concerning the strategies and performances of the leading companies in each sector. Wherever no specific source is indicated, the information published in these reports can be assumed to have been taken from Cerved Group's proprietary information bank. Coverage of any sector in Competitors products may be used in company presentations or in training courses on the subject.

The information collected is then verified by an expert in the particular sector using a system of counterchecks to guarantee that the information is entirely reliable and consistent.

3 SECTOR DESCRIPTION Scope Product technology: call centres are organisations that carry out specialist structured communication with users over the telephone and/ or using other telecommunications channels (such as fax, and internet). The call centre structure therefore brings together hardware, software and human resources, integrates telecommunications with IT systems, and combines use of the telephone with other channels of communication. Function: companies style themselves as specialists in the development and provision of call centre services. This involves the provision of telecommunications services in the broadest sense (through telephone, fax, and internet), for the purposes of gathering information and providing professional assistance. The services in question are carried out on behalf of client companies and institutions. Client groups: companies and institutions that prefer to outsource call centre services to specialist suppliers rather than acquiring the in-house infrastructure and personnel needed to manage all customer-facing interactions. The aims of these clients in outsourcing call centre services are generally: to streamline costs by managing call traffic and information flows more flexibly; to improve profitability by reducing operating costs and investments; to reduce the workload within their company structure and manage customer services and information more efficiently. Segments Telecommunications services can be subdivided according to the way in which they are provided: Inbound services, provided upon receipt of a call made by an end user who has dialled the number advertised by the customer that offers the service. This category includes: customer care services; other inbound services: technical help desk services acquisitions, orders and other services. These are generally: services based on a toll-free number (starting with 800/ 803) or shared cost numbers (starting 840/841 and 847/848); in other words the call is either free for the end user or the cost is split between the caller and the client company; services based on a number, with a geographical prefix, which are normally charged to the caller; services based on non-geographical numbers that are unique to a company ( ). These numbers allow the client company to provide a nationwide number and image without sustaining the costs of telephone traffic, which are entirely charged to the caller; "Televoting" services on numbers advertised during television programmes; Premium rate services (such as services beginning 892, 894, 895, 899). Generally the caller pays a tariff that is related to the value of the information contained in the service. Outbound services, provided by call centres making external calls targeted at certain end users. In this area, the main services provided for clients are:

The call centre structure therefore brings together hardware, software and human resources, integrates telecommunications with IT systems, and combines use of the telephone with other channels of

4 Telemarketing/ telesales services for the promotion and/ or sale of products and services; Surveys/ interviews as part of market research; Other outbound services: Management of salesforce appointments; Lead generation services; Invitations to events (trade fairs, conferences, etc.); Credit recovery and other services. Companies in the sector also offer a wide range of services supporting these principal activities, with the aim of providing a global telecommunications service to support client companies' marketing and communications activities. This report does not cover the outsourcing of back office processes (such as order entry and data entry), which go beyond the management of customer-facing communication. What's more, it does not analyse the outsourcing of other services (such as logistics management, invoicing, accounting, etc.) or the supply of specific technology (hardware and software) and services ( technical assistance, maintenance, consultancy) for call centres.

Companies in the sector also offer a wide range of services supporting these principal activities, with the aim of providing a global telecommunications service to support client companies' marketing

5 LIST OF COMPANIES ANALYSED 3G S.P.A. ABRAMO CUSTOMER CARE S.P.A. ALMAVIVA CONTACT S.P.A. ARVATO SERVICES ITALIA S.R.L. ASSIST S.P.A. CALL & CALL HOLDING S.P.A. CALLCENTERNET ITALY S.R.L. CENTAX TELECOM S.R.L. C-GLOBAL CEDACRI GLOBAL SERVICES S.P.A. COLLIGO S.R.L. COMDATA S.P.A. CONTACTA S.P.A. DATACONTACT S.R.L. DMT TELEMARKETING S.R.L. E-CARE S.P.A. ED CONTACT S.R.L. EDISTAR S.P.A. EUROP ASSISTANCE VAI S.P.A. GLOBALDATA INTERNATIONAL S.R.L. IN & OUT S.P.A. INFOCONTACT S.R.L. INTERAGO S.R.L. LINETECH ITALIA S.R.L. MARKETING & TELEMATICA ITALIA S.R.L. NETWORK CONTACTS S.R.L. NUOVA KAREL SOLUZIONI S.R.L. UNIPERSONALE ON LINE S.R.L. OPERA NETCENTER S.R.L. PHONETICA S.P.A. POSTE ITALIANE S.P.A. RBS RETAIL BANKING SERVICES S.R.L. SITEL ITALY S.P.A. STREAM ITALY S.R.L. TELECONTACT CENTER S.P.A. TELESURVEY ITALIA S.R.L. TIEMPO NORD S.P.A. TRANSCOM WORLDWIDE S.P.A. VISIANT CONTACT S.R.L. XEROX BUSINESS SERVICES ITALY S.R.L. YOUR VOICE S.P.A.

P.A. GLOBALDATA INTERNATIONAL S.R.L. IN & OUT S.P.A. INFOCONTACT S.R.L. INTERAGO S.R.L. LINETECH ITALIA S.R.L. MARKETING & TELEMATICA ITALIA S.R.L. NETWORK CONTACTS S.R.L. NUOVA KAREL SOLUZIONI S.R.L. UNIPERSONALE ON LINE S.

6 CONTENTS LIST OF COMPANIES ANALYSED 1. INTRODUCTION TO METHODOLOGY 2. SECTOR DESCRIPTION 2.1. Scope 2.2. Segments 3. EXECUTIVE SUMMARY 3.1. Key sector data 3.2. Supply and demand trends 3.3. Market leaders 3.4. Business strategies 4. SECTOR ENVIRONMENT 4.1. Sector data 4.2. Competitive forces 4.3. Notable recent events and developments 5. DEMAND ANALYSIS 6. SUPPLY ANALYSIS 6.1. Key characteristics 6.2. Sector financials 7. COMPETITIVE SCENARIO 7.1. Types of operators 7.2. Ranking of companies 7.3. Competitive performances by segment Market share Inbound services Outbound services 8. STRATEGIES OBSERVED 8.1. Strategic map of operators 8.2. Winning strategies 9. OPPORTUNITIES AND THREATS CONNECTED PRODUCTS AND SERVICES CONTACT COPYRIGHT

2. Sector financials 7. COMPETITIVE SCENARIO 7.1. Types of operators 7.2. Ranking of companies 7.3. Competitive performances by segment 7.3.1. Market share 7.3.1.1. Inbound services 7.3.1.2. Outbound services 8.

COMPETITORS ITALY ADVERTISING AGENCIES July 2014

COMPETITORS ITALY ADVERTISING AGENCIES July 2014 INTRODUCTION TO METHODOLOGY Databank's methodology for Competitors reports begins with a careful screening to identify the main organisations that are representative