| IC7418X |
| PROSPECT SWETENHAMS BUSINESS RATIO : CALL CENTRES - UK - OCTOBER 2003 |
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This Business Ratio report brings you detailed financial profiles, analysis and comparison of the leading 102 limited companies actively trading in this industry sector in Great Britain.
You can use this information in a wide number of ways, including:
- Benchmarking your own company's performance against the industry average or competitors
- Tracking industry or individual company performance trends
- Identifying investment or acquisition targets
- Evaluating the performance of suppliers to your business
- Spotting the "stars" of the industry, and those companies which are struggling to keep up
- Get Companies House information to help formulate a direct maketing plan
- Hone your marketing strategy by understanding the financial performance of competitors
- And much more
COMPANIES INCLUDED IN THIS REPORT
This Business Ratio report analyses, compares and contrasts the most recent financial details covering three or four years for the leading 102companies in the industry. For comparison purposes, the base year is the most recent year for which the vast majority of companies have filed details. However, if firms have published more recent details, these are also included as a fourth year of accounts.
For each company, a full 3-year financial profile is provided, including details of its performance on 25 key ratios. The volume also ranks companies against each other on these performance factors, and league table rankings are provided for each. With these you can quickly and easily see how companies compare on performance in the base year.
The figures for all companies in the report are aggregated and analysed to bring you industry average profiles. These show clearly just how the upper part of the sector is performing, and indicate towards trends that may influence all players in the industry.
In addition, an industry overview reviews the findings of the report, highlighting major changes and drawing your attention to the best and worst performers.
The following companies are profiled by the report:
|
CALL CENTRE SERVICES |
CALL CENTRE SERVICES |
| Acxiom Ltd | Telecom Facilities Management Ltd |
| Arrow Interactive Ltd | Telecom Service Centres Ltd |
| Aspect Communications UK Ltd | Telescope UK Ltd |
| Astron Customer Solutions Ltd | Teletech UK Ltd |
| Becogent Ltd | Thus P L C |
| Brann Ltd | Two-Ten Communications Ltd |
| Broadsystem Ltd | Vertex Data Science Ltd |
| Calcom Group Ltd | |
| Callcentric Ltd | CALL CENTRE TECHNOLOGY AND EQUIPMENT |
| Callpoint Europe Ltd | Apropos Technology, Ltd. |
| Capita Business Services Ltd | Armstrong Communications P L C |
| Careline Services Ltd | Blue Sky Communications Ltd |
| Comxo Ltd | Business Systems Group Ltd |
| Connections + Ltd | Call Centre Technology Ltd |
| Consus Contact Management Ltd | Callscan Ltd |
| Convergys Emea Ltd | Care Business Solutions Ltd |
| County Contact Centres (UK) Ltd | Catalyst It Partners Ltd |
| C P M UK Ltd | Cedar Software Ltd |
| Customer Value Marketing Ltd | Cincom Systems (UK) Ltd |
| Egain Communications Ltd | Concerto Software (UK) Ltd |
| F D S Market Research Holdings Ltd | Crosshouse Holdings Ltd |
| Financial Telemarketing Services Ltd | Dacon Electronics P L C |
| Firstassist Services Ltd | Dictaphone Co. Ltd (The) |
| Greenland Interactive Ltd | Direct Communications Int (Holdings) Ltd |
| G W C Group Ltd | Eurotel Ltd |
| Harte-Hanks Ltd | E W A Ltd |
| H C L Technologies N I Ltd | Firstwave Technologies UK Ltd |
| Infoteam International Services Ltd | Genesis Telecommunications Ltd |
| Inkfish Call Centres Ltd | Genesys Telecommunications Laboratories - Europe Ltd |
| Interfunction Ltd | G N Netcom (UK) Ltd |
| Intermail PLC | Hagemeyer (UK) Ltd |
| I S K Y Europe P L C | Intervoice Ltd |
| Kingston Incontact Ltd | Lucent Technologies Holdings UK |
| The Listening Co. Ltd | Midland Phone Services PLC |
| Maintenance One Services Ltd | Mitel Networks Ltd |
| Mcintyre & King Ltd | Modus Group Ltd |
| The Merchants Group Ltd | Nimans Ltd |
| M G T PLC | Oak Telecom Ltd |
| M M Group Ltd | Old Teleware Ltd |
| Moonriver Group Ltd | O N I P L C |
| On-Line Telephone Surveys Ltd | Performix Technologies (UK) Ltd |
| Ovum Ltd | Q A S Ltd |
| Pell & Bales Ltd | Quality Plus Callscan Ltd |
| Port@L Ltd | Rockwell Firstpoint Contact Ltd |
| Precision Prospecting Ltd | Sension Ltd |
| Qualitycall Centre Ltd | Softel Ltd |
| Response Handling Ltd | Storacall Ltd |
| Sitel Europe Ltd | Tiger Communications P L C |
| Strategic Business Solutions Ltd | Touchbase Communications Ltd |
| Streambeam Ansaback Ltd | Verint Systems UK Ltd |
| Telecom Express Ltd | Vocalis Group P L C |
| Witness Systems Ltd |
- Company Selection
- 1.1 Industry Definition
- 1.2 Company Selection
- 1.3 Changes of Name
- 1.4 New additions to the report
- 1.5 Treatment of Holding Companies & Subsidiaries
- 1.6 Large Changes in Accounts
- 1.7 Exceptionally Large Companies
- Industry Overview
- An expert review of the conclusions that can be drawn from the report, putting business developments into the context of recent industry developments and focusing on the performance of the industry as a whole and the leading players in it.
- Company Profiles
- Company data is presented alphabetically, with each company having a detailed profile over two pages showing address, activities, directors, subsidiaries and other company details plus Profit & Loss, Balance Sheet, Ratio Analysis and comparative performance.
- Performance League Tables
- These list companies in order of their performance compared to each other on key performance factors:
- SIZE
- Sales
- Pre-tax profit
- Total Assets
- Number of Employees
- PROFITABILITY
- Return on Capital
- Return on Net Assets
- Pre-tax Profit Margin
- Return on Investment
- Profit per £ of Pay
- EFFICIENCY
- Asset Utilisation
- Sales / Fixed Assets
- Stocks / Sales
- Debtor Days Outstanding
- LIQUIDITY
- Current Ratio
- Quick Ratio (Acid Test)
- GEARING
- Total Debt / Net Worth
- Equity Gearing
- Income Gearing (Interest Cover)
- EMPLOYEE PERFORMANCE
- Pay per Employee
- Sales per Employee
- Capital Employed per Employee
- Pay / Sales
- OTHER
- Exports / Sales
- GROWTH
- Sales growth
- Pre-tax Profit Growth
- Total Assets Growth
- Number of Employees Growth
- Exports Growth
- Industrial Profile
- This provides a Balance Sheet and a quick Profit and Loss account for the industry as a whole. Where the industry has been subdivided into 'subsectors', a profile for each of these is given, as well as a profile for the industry as a whole.
- Analysis Notes
- Definitions
- Company Index
EXECUTIVE SUMMARY
This summary brings you a sample of key details from this invaluable report. The report itself includes many further analyses of the performance of individual companies and the industry as a whole.
This Business Ratio report focuses on the leading 102 companies operating in the call centre industry. The report analyses company and industry performance over the three years up to 7th November 2002. During this period, the average Report company witnessed sales increase by an encouraging 41.8 percent, from £9.2 million in 1999/2000 to £13.1 million in 2001/02. The average company in the call centre services subsector saw sales rise by 55.4 percent, whilst companies operating in call centre technology and equipment saw a smaller increase of 28.6 percent.
In contrast, profits deteriorated, with the average Report company realising a profit of £229,000 in 2001/02, down by 62.9 percent from £617,000 recorded in the first year of analysis. The call centre technology and equipment subsector saw the most significant drop in profits, falling from just under one million in 1999/2000 to minus £109,000 in 2001/02.
Profitability
Employee Performance
Top Ten Companies by Turnover
| Profit Margin ( percent) | Asset Utilisation | Total Debt/Net Worth( percent) | Sales Growth | ||||||||
| Company Name | Third Year Sales £ million | 01/02 | 00/01 | 99/00 | 01/02 | 00/01 | 99/00 | 01/02 | 00/01 | 99/00 | percent |
| Report Averages | 2.3 | 2.4 | 2.2 | 2.84 | 2.95 | 3.05 | 64.5 | 75.8 | 70.3 | 2 | |
| WPP Gp. PLC | 20886.9 | 2 | 2.7 | 2.8 | 2.11 | 1.54 | 2.89 | ^ | ^ | ^ | 49 |
| Cordnt Comms Gp. PLC | 2435 | -11.1 | 2.5 | 2 | 2.07 | 1.68 | 2.85 | ^ | ^ | ^ | 20 |
| Omnicom Europe | 1426.3 | 0 | 0.9 | 0.2 | 1.62 | 1.8 | 1.48 | ^ | ^ | ^ | 1 |
| Yell Gp. PLC | 905.2 | -5.7 | - | - | 0.42 | - | - | ^ | - | - | - |
| Abbott Mead Vickers Gp. | 574.3 | 1 | 0.4 | 0.5 | 2.82 | 2.72 | 2.71 | ^ | ^ | ^ | 1 |
| Zenithoptimedia | 549.1 | 0.3 | 0.3 | 0.3 | 8.44 | 9.98 | 12.61 | 566.4 | 1103 | 1130.5 | 3 |
| Carat | 521.7 | 1.7 | 1.5 | 1.6 | 4.6 | 5.25 | 4.46 | 119.3 | 83.8 | 112.7 | 9 |
| BBH Comms. | 441.7 | 2.4 | 2.3 | - | 4.75 | 3.49 | - | 14.1 | 14 | - | - |
| D M B & B Hldgs. | 400.3 | 0.9 | - | 0.8 | 4.71 | - | 5.42 | 174 | - | 123.2 | - |
| D'Arcy Mss Bntn & Bwls | 347.8 | 0.2 | -0.6 | 0.3 | 4.33 | 4.85 | 5.04 | 164.9 | 212.2 | 70.8 | 1 |
Text © 2004 Prospect Swetenhams
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Last updated by Amanda Porteous February 2004
