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US Customer Relationship Outsourcing to 2005Product Type: Market Research ReportPublished by: Datamonitor Published: May 2001 Product Code: R313-0079 Description US Customer Relationship Outsourcing to 2005 report analyzes the US outsourcing marketplace. Providing detailed analysis on the key drivers of the industry the report explores the intricacies of customer demand and forecasts future trends in this dynamic market.Table of Contents Strategic steps necessary to fuel growth INTRODUCTION What is this report about? Who is the target reader? How to use this report MARKET CONTEXT Introduction Key findings Market size US outsourcing market value Market segments Drivers: the market maturity outsourcing model The horizontal applications outsourcing model Outbound cold calling Inbound direct response Outbound sales lead generation Inbound customer service Inbound technical help desk Types of outsourcing Full outsourcing Insourcing Co-sourcing The case for outsourcing Customer acquisition Customer retention Trends in outsourcing The evolution of provider expertise outsourcing model The CRM outsourcing evolution The ASP model The web-enablement of service providers Increasing demand for flexible pricing models The emergence of the multi-channeled agent The importance of the highly-skilled agent The importance of partnerships Opportunities The CRM deluge Deregulation of industries The pressure to focus on core competencies Offshore outsourcing Conclusions CUSTOMER FOCUS Introduction Key findings Customer identification Customer requirements Communications Education Entertainment Government Healthcare/Pharmaceuticals Insurance Investments & securities Manufacturing Other financial services Retail Retail banking Technology Transport/Logistics Travel & tourism Utilities Other Branding and marketing Distribution channels Conclusion COMPETITOR DYNAMICS Introduction Key findings of outsourcer interviews Competitive structure Competitor identification Convergys SITEL AEGIS Communications Group TeleTech Holdings ICT Group PeopleSupport CyberRep.coM Stream International TransWorks CustomerAsset.com Prestige International Outsourcer type characteristics Conclusions THE FUTURE DECODED Introduction Key findings Outsourcing growth will outpace in-house call center growth Outsourcer costs will shift proportionately Labor Telecom and technology infrastructure Technology Outsourcers will be forced to increase efforts in agent recruitment and retention Retail banking and insurance will experience the largest growth in outsourcing Inbound activity will increase as a proportion of total activity Conclusions ACTION POINTS Introduction Key findings Continued success for larger service providers in the high-tech, low-margin customer relationship outsourcing market will require increased scale at lower costs. Survival in the crowded small to medium outsourcing market necessitates multi-channel capabilities coupled with a high degree of specialization. Outsourcers should attempt to increase their customer base by engaging in co-sourcing activities that could potentially open previously closed doors. In order to gain access to a large end-user pool, outsourcers should establish partnerships with professional services firms... ...while developing in-house professional services expertise to balance low-margin call center activity. As outsourcer offerings move up the value-add chain, their internal target audience moves higher up in the enterprise. Consequently, in order to effectively sell higher-margin products and services, outsourcers must train their business development staff to pitch the big CRM picture to top-level personnel. Conclusions APPENDIX Definitions Agents Agent positions (APs) / seats Automatic call distributor (ACD) Call center (CC) Call center revenues Compound annual growth rate (CAGR) Computer telephony integration (CTI) Contact center Cross-selling software Dates Horizontal application Interactive voice response (IVR) Order processing software Outsourcers or service providers Outsourcing Predictive dialers Private (automatic) branch exchange (PBX) Screen popping Vertical markets (VMs) Units of measurement Virtual call center Web-enabled call center Web integration Research methodology References Bibliography Future readings Relevant links SPP writing team How to contact experts in your industry (c) Datamonitor 2000. All Rights Reserved. |
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