Opportunities for CCOS Vendors in Business Process Outsourcing (Strategic Focus):

Opportunities for CCOS Vendors in Business Process Outsourcing (Strategic Focus)

Published Date: September 2008

Published By: Datamonitor

Page Count: 7

Order Code: R313-40620

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Introduction

Through the course of the last 12 to 18 months, many clients of BPO services have expressed the desire to amalgamate providers, in order to reduce contract overhead. At the same time the slowing economy makes diversification an imperative for vendors. This report will identify the challenges for contact center players, as well as strategies to market.

Scope

Examines the potential global market opportunity for back office services that can be addressed by contact center outsourcers
Evaluates which BPO markets contact center outsourcing vendors have the best chance of successfully entering
Research findings based on interviews with many major contact center and business process outsourcing vendors
Assesses the impact of the economic downturn on contact center and BPO vendors

Highlights

The BPO market is strong and is proving to be relatively safe in economic downturn, but contact center volumes and margins are under threat necessitating diversification.

COS vendors have struggled to make headway in the broader BPO market, due in part to a lack of visible peer group success which has put vendors off making investments.

Vendors are targeting processes within the customer transaction lifecycle, but there is a shift in culture and higher level of investments required to make an major impact in the BPO market.

Reasons to Purchase

Quantify business opportunity of BPO
Identify opportunities within BPO which offer the best strategy for your company
Learn strategies to take new process offerings to market

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