Selling Outsourced Services to Retail: Industry Research Report

Selling Outsourced Services to Retail

Published Date: September 2004

Published By: Datamonitor

Page Count: 12

Order Code: R313-7099

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Description

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Introduction
Retail is the fourth largest vertical market for outsourced service providers (OSPs). In an industry with thin margins, the main issues that retailers face are increasing sales and decreasing costs. Datamonitor believes OSPs can construct a compelling argument for retailers to achieve both these goals.

Scope
Proportion of total retail call center agent positions housed in an outsourced environment in the United States and EMEA
Growth projections for the amount of outsourced retail agent positions in EMEA to 2007 and the United States to 2008
Data and action points developed through interviews with leading outsourcers
Problems specific to the retail business and selling strategies tailored to best address those concerns
Highlights
The main function that retail call centers will perform is inbound up-and cross-selling. Outsourcers should sell based primarily on their abilities to increase sales and only secondarily on their abilities to help the client realize savings and efficiencies.

Although web-based sales will effect the number of in-house retail agent positions, the proportion of retail agent positions in an outsourced environment in the US and EMEA will grow based on the strength of up- and cross-selling.

Reasons to Purchase
Identify the key pain points in the retail industry and develop strategies to tailor outsourcing to fit those needs
Benchmark your selling strategies against that of some of the industry's top performers
Plan future selling strategy using Datamonitor forecasts to 2008

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