As demonstrated by the overall market research of Ukrainian contact centers (CC), conducted by the Ukrainian Direct Marketing Association (UDMA) together with the Ukrainian Contact Center Association (UCCA) and the magazine "Networks and Business", the industry continues growing.

Over the last year more than 375 new contact centers had been built in the country, and their total number approached one thousand.The number of employment positions was increased by 45% (13,000 units) last year due to the expansion of existing contact centers and commissioning of new ones. At the moment, the industry has about 30,000 positions, and employs 43,000 of staff, which is 80% more than in 2011.

At the same time, experts note the process of contact centers closure, due to the general economic situation as well as the transfer of their functions to outsourcing companies.

The tendency of growth and development of large outsourcing contact centers has been noticed.  Multiservice line is increasingly in demand, that allows to use of the full range of services provided by a number of centers.

At the request of WinTRADE to specify the information on outsourcing call-centers apart from the in-house ones authors of the research delivered such information: the volume of the Ukrainian market (local orders) multiservice outsourcing call-centers in money terms increased by 3 times during 2012. Experts estimated it at about 35 million USD. If to talk about the overall turnover of the outsourcing companies, including servicing of the overseas customers, the market volume is 45 million USD.

It should be recalled that one of WinTRADE business lines - WinCALL, according to the results of this research, has burst into the TOP-12 and is currently occupying the 7th place with a share of 6.9% of the total turnover of the market leaders.

The results of the survey are available on the UCCA website and the magazine Networks and Business.