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This section of the ATA Connect website is your center for industry research and analysis. While some of the information is available for public access, much of the information provided here is available to ATA members only.
Teleservices Glossary of Terms
 The Teleservices Glossary of Terms contains over 500 terms utilized by inbound and outbound contact centers, users of telemarketing, and industry suppliers and consultants. This tool was designed to serve as a quick reference guide for experienced teleservices professionals or as a training tool for new professionals.
Online version (searchable)
PDF version
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The Global Call Center Report: International Perspectives on Management & Employment
 The Global Call Center Report is the first large scale international study of call center management and employment practices across all regions of the globe. Covering almost 2,500 centers in 17 countries, this survey provides a detailed account of the similarities and differences in operations across widely diverse national contexts and cultures. The call centers in the study employ a total of 475,000 workers. Read more.
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>> 2007 U.S. Contact Center Operational Review: Following five successful years of producing the largest primary research study of UK contact centers, ContactBabel has produced its 1st annual study of the US contact center industry. Hundreds of US contact centers took part in the confidential study, the results of which are now available.
>> Available Now: North American Contact Centers in 2006 : The definitive study of the North American contact center industry. Based on information gathered from over 3,000 operations, this report gives the most accurate picture of the industry ever attempted. 80 pages of analysis and 39 data tables, segmented by vertical market, contact centre size and state, division and region: hard data and insightful analysis upon which you can base your commercial decisions with confidence. Forecasts of the industry (agent positions, contact centres and employment) have been added this year, segmented by region, vertical market and other key metrics. |
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The impact of the teleservices channel:
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Please contact ATA if you have any questions or require additional assistance with research. |
