«Research of the level of prices of outsourcing contact centres (OCC) of Ukraine» was initiated and held together by the Outsourcing and Research Committees of Ukrainian Contact Centres Association (UCCA) with the aim of popularization the rules of pricing on the market of outsourcing contact centres (OCC) of Ukraine and their stabilization.

Seven contact centres participated in the research, including:

• 5 contact centres that belong to the «Large» category (more than 100 employees);
• 2 contact centres that belong to the «Medium» category having from 60 to 100 working places;

These contact centres make 50% of Ukrainian OCC market according to the number of working places. Data were collected in November 2011; the analysis of the results was performed in the period from 7^th till 12^th of December.

Collection of information

In the course of research a number of large and medium Ukrainian OCC were sent a request for a commercial offer. The request contained a project for 4 months. During this period of time the client was intended to receive 30 thousand calls with average call duration 2 minutes. OCC was to receive calls, register the callers’ personal data in its Report Protocol and to provide the client with two reports: data on inquiries and calls statistics. 

Among the difficulties that arose in the process of the research Association specialists admitted that Ukrainian OCC market remains closed in the most aspects, especially concerning the prices of services provided. Probably for this very reason one of the OCC of «G7» has not answered the questions of our inquiry. Another contact centre did not specify the price, and explained that the cooperation with every individual company was established on individual terms. Consequently, the research was based on the data provided by 6 companies.

The result of study you can get here – distance_selling_in_UA@uadm.com.ua