Midmarket Customer Care BPO Outlook Study: Industry Report

Midmarket Customer Care BPO Outlook Study

Product Type: Market Research Report
Published by: IDC
Published: May 2006
Product Code: R104-26389

Description

This IDC study shows some of the key themes that customer care BPO providers need to consider in order to gain share with the midmarket and increase midmarket presence across customer care.

Although it is relatively mature in BPO adoption compared with some other business functions such as human resources (HR) or finance and accounting (F&A), the customer care BPO market is far from tapped.

"The expectations for customer care BPO today include factors beyond cost reduction and the management of the underlying process. Factors such as the application of and access to best-of-breed technology, the availability of professional services (consulting, systems integration, and support, for example), and access to low-cost offshore options for service delivery are also growing in importance," said Stephen Loynd, senior analyst in the CRM and Customer Care BPO program at IDC. "As this process unfolds, the customer care BPO market is opening up to an elite array of players with diverse service backgrounds."

Table of Contents

Table of Contents
IDC Opinion
In This Study
Methodology
Situation Overview
Figure: Respondents by Vertical Industry
Figure: Respondents by Position/Job Title
Figure: Current Use of CC BPO Services
Figure: Expected Change in CC BPO Use over the Next 12-18 Months
Figure: BPO Adoption by Functional Area
Figure: Midmarket Business Imperatives for 2006
Figure: Midmarket Business Challenges for 2006
Figure: Events Influencing CC BPO Decision
Figure: Most Important Event Influencing CC BPO Decision
Figure: Perceived CC BPO Challenges
Figure: Perceived CC BPO Benefits
Figure: Important CC BPO Vendor Attributes
Figure: Attitude Toward Global Sourcing
Figure: Most Important CC BPO Vendor Attribute
Figure: Top CC BPO Decision Influencer
Figure: Roles Involved in CC BPO Decision
Figure: Top 2 Final CC BPO Decision Makers
Figure: Use of Sourcing Advisory Firms
Figure: Sourcing Advisory Firm Preference
Figure: Preferred CC BPO Pricing Structure
Figure: Anticipated Cost Savings from a CC BPO Engagement
Figure: Overall CC Spending Share of Company Revenue
Figure: Anticipated BPO Share of Overall CC Spending
Figure: Preferred CC BPO Technology Approach
Figure: CC BPO Benefits
Figure: CC Processes Most Appropriate for BPO
Figure: Awareness of CC BPO Vendors
Figure: Experience with CC BPO Vendors
Figure: Technology Vendor Playing the Most Important Role in CC BPO
Future Outlook
Essential Guidance
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Related Research
Synopsis

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