China's Contact Center Outsourcing Industry: Opportunities and Challenges: Industry

China's Contact Center Outsourcing Industry: Opportunities and Challenges

Product Type: Market Research Report
Published by: IDC
Published: August 2009
Product Code: R104-39866

Description

This IDC study assesses today's contact center outsourcing (CCO) services market in China and presents IDC's market forecasts from 2008 to 2013. In addition, it identifies market opportunities and challenges unique to this growing country. A sample of the competitive landscape is also provided, as well as recommended strategies for service providers (SPs).

"China's CCO services market is a very segmented one, with a host of players but no dominant providers to date. Because customers' demands are so complex, providers need to be prepared to offer real value on top of simple cost cutting. Also, careful attention to strategy in the form of good partnerships and the wise location of delivery centers will help vendors gain market share," says Gloria Li, senior analyst, Software and Services, IDC China.

Table of Contents

Table of Contents
IDC Opinion
In This Study
Methodology
Scope and Definitions
Contact Center
Contact Center Outsourcing
Situation Overview
Introduction
China's Contact Center Outsourcing Market Road Map
2008 Market Dynamics
Effects of the Global Downturn
Strong Support from the Central and Local Government
Intensified Price Pressure
Various Services Offerings
China Labor Law Implementation
China's Contact Center Outsourcing Services Market Size, 2008
2008 Market Breakdown by Service Offering
Customer Service
Sales and Marketing
Technical Support/Help Desk
Fulfillment and Logistics
Customer Relationship Management Technology Hosting
2008 Market Breakdown by Industry
2008 Market Breakdown by Region
Current Competitive Landscape
Competitive Analysis
Very Segmented Market
Polarized Competition
Different Types of Vendors, Different Paths
Sample Vendor Profiles
Arvato Services
Company Overview
Target Markets
China Data Group
Company Profile
Target Markets
ChinaSoft International
Company Overview
Target Markets
CCID Tong Call Center Company Limited
Company Overview
Target Markets
M&Y Data Solutions
Company Overview
Target Markets
Neusoft
Company Overview
Target Markets
Sykes
Company Overview
Target Markets
Value Communication Services (Shanghai) Inc.
Company Overview
Target Markets
VXI China
Company Profile
Target Markets
Shandong Welsend Telecom Corporation
Company Overview
Target Markets
800 TeleServices
Company Overview
Target Markets
Additional Examples
Aspect
N.E.W. Customer Service Companies Inc.
Sample Vendors' Summary
Future Outlook
Forecast and Assumptions
Market Assumptions
2008–2013 Forecasts
2008–2013 Overall Market Forecast
Market Forecast by Service Offering
Future Trends
Essential Guidance
Actions to Consider
Learn More
Related Research
Definitions
Synopsis
Table: China's Contact Center Outsourcing Services Revenue Market, 2007 and 2008 (US$M)
Table: Sample Vendors' Summary
Table: Key Forecast Assumptions for the China Call Outsourcing Services Market, 2008–2013
Table: China Overall Market Forecast, 2008–2013 (US$M)
Table: China Contact Center Outsourcing Services Revenue by Service Activity, 2008–2013 (US$M)
Figure: China Contact Center Outsourcing Market Road Map
Figure: China's Contact Center Outsourcing Services by Activities' Growth Rate and Market Share, 2008
Figure: China's Contact Center Outsourcing Services by Vertical Growth Rate and Market Share, 2008
Figure: China's Contact Center Outsourcing Services Market Spending by Geography, 2008
Figure: Competitive Landscape

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