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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 US Contact Center Decision-Maker's Guide - 2009-2010"
Download Executive Summary
The "US Contact Center Decision-Makers' Guide (2009/2010-3rd edition)" replaces the "US Contact Center Operational Review" as the major annual report studying the performance, operations, technology and HR aspects of US contact center operations.
Taking a random sample of the industry, a detailed structured questionnaire was asked to 212 contact center managers and directors between April and August 2009. Analysis of the results was carried out August to November 2009. The result is the 3rd edition of the largest and most comprehensive study of all aspects of the US contact center industry.
A free copy of the entire 250-page report is available from the ContactBabel website (www.contactbabel.com).
>> 2008 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. |
