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The Call Center Outsourcing Outlook: Developing Opportunities In A Commodity MarketProduct Type: Market Research ReportPublished by: Business Insights Published: February 2005 Product Code: R162-467 Description The call center outsourcing market is a fast, maturing industry that many people now regard as a commodity business, ‘The Call Center Outsourcing Market Outlook: Developing opportunities in a commodity market’ is a technology management report that will help outsourcing service providers to identify growth opportunities and develop strategies to successfully target them. This report provides in-depth analysis of key market drivers and inhibitors and forecasts to 2008 by region and vertical industry. The competitive landscape is examined in detail including the strengths of key vendors, and strategies for growth including new destinations, expanded service portfolios, evolving pricing models, offshore and near shore, and the emergence of the ‘quality sell’.Table of Contents Executive Summary Introduction What is this report about Who is the target reader Definitions Agent position (AP) ASP (application service provider) Call center Contact center CRM IP-architected call center Multimedia contact center Outsourcing Key Drivers Summary Why outsource? Vendor recommendations What should I look for in an outsourcer? Key future trends The EMEA Call Center Outsourcing Market Summary Market sizing Outsourced APs in EMEA Country insight Outsourcing traffic Inbound and outbound traffic Vertical focus Introduction Communications Propensity to outsource Distribution and wholesale Propensity to outsource Entertainment, media and leisure Propensity to outsource Financial services Propensity to outsource Healthcare Propensity to outsource Manufacturing Propensity to outsource Public sector Propensity to outsource Retail Propensity to outsource Technology Propensity to outsource Travel and tourism Propensity to outsource Utilities Propensity to outsource Competitive dynamics Traditional outsourcing competitors Non-traditional competitors Strategic recommendations The US Call Center Outsourcing Market Summary Market sizing Country insight Impact of the TSR on outsourcers Outsourcing traffic Inbound activity will increase as a proportion of total call center activity Impediments to outsourcing growth in the US Vertical focus Introduction Communications Education Entertainment Financial services Retail banking Insurance Investments and securities Healthcare and pharmaceutical Manufacturing Public sector Federal government State and local government Retail Technology Transport and logistics Travel and tourism Utilities Other vertical markets Competitive dynamics Systems integrators Outsourcing providers Strategic recommendations Adding more value-add services Penetrating new vertical markets Use technology as a competitive differentiator Establish a global network of call centers in offshore/near shore locations Offshore Outsourcing: India not the Only Destination Summary Introduction Definitions Near shore Offshore The evolution of offshore and near shore outsourcing Moving from capital expenditure to operational expenditure More demand for multilingual services Demand is growing and shifting eastward Specific country requirements US UK France Germany Rest of Europe Barriers to off shoring ‘Losing’ control The distance issue Cultural affinity Quality of service Offshore outsourcing strategies Offshore destinations The language barrier Dutch-speaking markets English-speaking markets French-speaking markets German-speaking markets Italian-speaking markets Spanish-speaking markets Profile of the Americas region Latin America Canada Profile of the Central & Eastern Europe (CEE) region 102 Hungary Poland Baltic States Czech Republic Profile of the Middle East & Africa (MEA) region 106 Morocco and Tunisia (North Africa) South Africa Turkey Profile of the APAC region India Philippines Malaysia Others Future implications of offshore outsourcing One-stop shop for end-to-end BPO The shadow infrastructure Offshore vs. onshore Recommendations for vendors The quality sell Quality agents Quality processes Refine sales approach Carve a niche and partner for success Allay customers’ fears Call Center Outsourcing Services Summary What should you outsource? Inbound customer care Inbound sales Inbound technical support Outbound cold calling Outbound warm calling Outbound customer service call-back Outbound collections New Internet channels Vendor strategies Expanding service portfolios New services New delivery models Evolving pricing models Risk / reward sharing Efficiency sharing pricing models Competitive advantage: Succeeding in a Commodity Market Summary Introduction The bigger picture Full service providers (FSPs) IT service providers Systems integrators Telcos Telcos with their own outsourcing facilities Telcos without their own outsourcing facilities Offshore and near shore specialists Technology vendors Strategic recommendations New business generation Delivering best practice Back office and front office Understanding customer concerns Procuring outsourcing Brand impact Managing risk Addressing regulatory requirements Focus on the Sarbanes-Oxley Act Focus on the Basel II accord Focus on data protection Future market outlook Key Vendors Competitive landscape The comfort factor Competitive strengths of call center outsourcing vendors Accenture Service differentiation Capgemini Service differentiation CSC Service differentiation EDS Service differentiation HP with BT Service differentiation IBM Global Services Service differentiation ICICI-OneSource Service differentiation Wipro Spectramind Service differentiation Index |
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