Introduction
Given the growth of offshore outsourcing over the last few years, low-cost nations other than India have begun to aggressively pursue a portion of offshore-outsourcing. Outsourcers and end users focus on the savings made in the move offshore but hidden costs and other risks can complicate the decision to move offshore. This report compares and contrasts the major offshore and nearshore locations.
Scope
Wages of customer care agents in Argentina, Brazil, Canada, Germany, Hungary, India, Jamaica, Mexico, the Philippines, Poland, South Africa, UK & US
Average prices for outsourced collections, direct response, telemarketing, voice-based and multi-media customer care and technical support agents
Each country chapter includes a qualitative discussion of the risks and rewards that outsourcers and end-users face in these ten offshore markets
Draws on interviews and data compiled over Datamonitor's focus on the call center outsourcing industry
Highlights
Following the devaluation of the peso, Argentina is now the least expensive market for an outsourced voice-based customer care agent and also one of the least expensive labor markets in the world.
Although cost of labor and the price of an outsourced agent is definitely an issue, in some markets the risks associated with moving call center operations overseas outweigh the benefits gained from labor arbitrage. Outsourcers and end-users need to consider the risks of a particular country, but more importantly, the benefits of the workforce.
Datamonitor predicts that some offshore markets will experience wage inflation due to increasing maturity of the outsourcing industry while the popularity of offshore outsourcing will result in wage deflation in Germany, the UK and US.
Reasons to Purchase
Understand the current state of offshore outsourcing in the major outsourcing markets.
For outsourcers and end-users, benchmark labor costs and pricing against national averages
Identify developing outsourcing destinations to broaden the scope of offerings
|
0 items
