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Home > Computers and Information Technology > IT Administration & Services > Outsourcing
Call Center Outsourcing in the IT Services and Outsourcing Landscape
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| Published Date:
August 2004
Published By:
Datamonitor
Page Count:
69
Order Code:
R313-7012
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Introduction
Service differentiation and go-to-market propositions built around transformational outsourcing will enable outsource providers to win new business in a growing market where an increasing number of clients are looking into call center and BPO outsourcing.
Scope
Explanation of how the various components offered by service providers fit together along with a comparison of several different operating models.
In-depth analysis of a number of firms' operating models and their key service differentiators.
Analysis of trends and drivers that are affecting the demand for outsourcing services, as well as information on regional and vertical splits.
A set of strategic recommendations for service providers to help grow revenues in an expanding market.
Highlights
Transformational outsourcing is key - merely transferring an existing operation to an outsourcer is inadequate, which is especially true when outsourcing operations offshore. Transformation of processes or entire functions is undertaken as part of the outsourcing arrangement, delivering an overall improved service to clients and their customers.
Service differentiation wins business - the way in which service providers set out their stall and work with clients during an engagement heavily influences clients and ultimately determines their desire to engage that provider again, which directly impacts service provider revenues. A partnership approach and transparent communication are key.
Portfolios add more value - by developing go-to-market alliances, firms can better and more readily compete with full service providers that have developed their complex portfolios in an organic manner. This approach demands a shared vision and approach as well as a proven track record of implementations.
Reasons to Purchase
Understand what threat systems integrators and consultancies pose to traditional call center and BPO outsourcers.
Discover how call center outsourcing fits into the bigger picture of transformational outsourcing.
Find out what value different alliances will deliver in an expanding market where customers are looking for a full range of services from providers.
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