How to Profit in a Multifunctional Outsourcing Environment (Strategy Focus):

How to Profit in a Multifunctional Outsourcing Environment (Strategy Focus)

Published Date: July 2007

Published By: Datamonitor

Page Count: 12

Order Code: R313-23931

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Description

Table of Contents

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Introduction

This brief will provide outsourcers with strategies to develop an optimal mix of horizontal functions so as to act as a one-stop shop for prospects.

Scope

A discussion on the dynamics of each outsourced horizontal contact center function

An analysis of the geographic market opportunities currently available to contact center outsourcers

An overview of vertical requirements pertaining to outsourced contact center functions

A discussion of key internal operational considerations vendors need to take into account when determining their optimal mix of horizontal services

Highlights

Contact center outsourcing vendors need to identify what services they wish to provide by analyzing all vertical and geographic opportunities available

Vendors also need to consider the dynamics of customer service, marketing & sales, technical support and B2E as each is unique and carry their own set of challenges

An internal analysis is also required to determine what the vendor is able to accommodate in terms of horizontal services now and in the future

Reasons to Purchase

Learn about the dynamics of each horizontal outsourced contact center function

Understand the internal considerations vendors should analyze when determining their abilities to provide outsourced contact center functions

Identify geographic and vertical opportunities for outsourced contact center functions when determining an optimal horizontal mix

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