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Home > Computers and Information Technology > Software > CRM & Customer Service
Trends in Global Contact Center Outsourcing Pricing and Attrition (Strategic Focus)
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| Published Date:
May 2008
Published By:
Datamonitor
Page Count:
8
Order Code:
R313-32541
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Introduction
An overview of the ongoing shifts in global contact center outsourcing attrition trends, as well as an analysis of pricing and cost issues.
Scope
An overview of the key factors inducing attrition in outsourced contact centers globally A regional discussion outlining key contact center delivery markets, and local attrition related issues on the ground A discussion on pricing and cost related issues in global outsourced contact centers The impact of attrition and price rises on the clients of outsourced contact centers
Highlights
Outsourced contact centers face considerable challenges from agent turnover, which results in lost profitability Agent related costs form the largest problem for outsourcers seeking to maintain margin, but challenges related to organic inflation and foreign exchange are also proving to be at issue for vendors of these services. Clients of outsourcers need to be conscious of the challenges that their vendor partners are facing in regard to escalating costs and agent churn, as it can lead to increased prices as well as quality erosion.
Reasons to Purchase
Learn about the major attrition-related challenges facing outsourced contact centers globally, and in key delivery markets Understand the evolution of outsourced contact center pricing, and the variables that may be affecting vendor inputs Determine the right strategies for dealing with attrition and cost increases, without sacrificing profitability and delivery quality.
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