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Contact Center Outsourcing in the USProduct Type: Market Research ReportPublished by: Datamonitor Published: September 2005 Product Code: R313-11901 Description IntroductionBoundaries separating contact center providers from other business process outsourcers are dissolving as the market enters a second stage of maturity. The major market sectors are saturated, and competition is driving firms to invade each others' territories. Outsourcers will be forced to reinvent themselves as the market contracts through 2009. Scope Complete market sizing and forecasts across verticals, number of contact centers, agent positions and services provided. Key trends in technology, strategy and business drivers are identified and discussed. Direct strategic recommendations for outsourcers in the US market. Highlights ·Market maturation, comparatively high labor costs, the Do-Not-Call (DNC) legislation, increased use of self-service technologies and concerns about commoditization of contact center services are working together to cause the US market to contract. The value of the US outsourcing market will drop $800 million, from $14.2 million in 2004 to $13.4 billion by 2009. Outsourcers should reduce costs and improve operational efficiencies by continuing to move operations offshore and investing in VoIP, automation and workforce optimization. Reasons to Purchase Stay competitive through a deeper understanding of the core change and development drivers in the outsourcing market. Identify the opportunities for growth in a tightening market. Table of Contents TABLE OF CONTENTSCHAPTER 1 EXECUTIVE SUMMARY 3 Introduction 3 Market context 3 Vertical market focus 4 Competitor dynamics 5 Action points 5 CHAPTER 2 INTRODUCTION 14 What is this report about? 14 Who is the target reader? 14 How to use this report 14 Revisiting of previous Datamonitor market sizing 15 A note on outsourced contact center services and BPO services 15 CHAPTER 3 MARKET CONTEXT 16 Introduction 16 Key findings 16 Market size 17 Agent positions (APs) 17 US outsourcing market value 18 Outsourced contact centers in the US 19 Outsourced and in-house APs 20 Outsourced APs by US region 21 Outsourced agent tasks 22 Latest trends in the US contact center outsourcing industry 24 Closing US facilities and expanding to offshore and nearshore locations: 24 Adding more value-add services 25 Increasing investment in speech automation technology 27 Transitioning from outbound to inbound services 27 Reasons to outsource 29 Cost containment 29 Offshore capability 29 Access to outsourcers’ resources and flexibility 29 Access to outsourcers’ experience and expertise 29 External delegation of staffing responsibilities 30 Concentration on core competency 30 Conclusions 30 CHAPTER 4 VERTICAL MARKET FOCUS 31 Introduction 31 Key findings 31 Communications - 101,000 APs 33 Distribution and wholesale - 6,000 APs 34 Entertainment, media and leisure - 3,000 APs 34 Financial services - 64,000 APs 34 Healthcare - 6,000 APs 36 Manufacturing - 13,000 APs 37 Other - 6,000 APs 38 Public Sector - 9,000 APs 38 Retail - 41,000 APs 39 Technology - 44,000 APs 39 Travel and tourism - 6,000 APs 40 Utilities - 16,000 APs 40 Propensity to outsource in the US by vertical market 41 CHAPTER 5 COMPETITIVE DYNAMICS 42 Introduction 42 Key findings 42 Offshore competitors 43 Competitive profiles 43 ACS 43 Aegis 43 APAC 44 ClientLogic 44 Convergys 44 Dial America 45 Electronic Data Services (EDS) 45 Harte-Hanks 45 IBM 45 ICT 46 Infocision 46 NCO 46 Precision Response Corporation (PRC) 46 SITEL 47 Stream 47 Startek 47 Sykes 47 Teletech 48 Teleperformance 48 Telvista 48 West 48 Conclusions 49 CHAPTER 6 ACTION POINTS 50 Outsourcers should reduce costs and improve operational efficiencies by investing in technology and continuing to move operations offshore 50 Outsourcers should become more deeply involved with client strategy by expanding BPO offerings and leveraging analytical CRM 52 CHAPTER 7 APPENDIX 53 Definitions 53 Research methodology 56 Future readings 56 A note on revenue figures 57 Relevant links 57 SPP writing team 58 How to contact experts in your industry 59 LIST OF TABLES Table 1: Total outsourced APs in the US, 2004-2009 17 Table 2: US outsourcing market value, 2004-2009 18 Table 3: Outsourced US contact centers by size-band, 2005 20 Table 4: Outsourced vs. in-house APs, 2004-2009 21 Table 5: Outsourced APs by region, 2005 22 Table 6: AP segmentation by task, 2005 24 Table 7: Inbound/outbound splits for outsourced APs, 2004-2009 28 Table 8: Vertical market segmentation of outsourced APs, 2004 & 2009 33 Table 9: Financial services sub-verticals, 2004 & 2009 35 LIST OF FIGURES Figure 1: US outsourcing market value, 2004-2009 4 Figure 2: Vertical market segmentation of outsourced APs, 2004 5 Figure 3: Total outsourced APs in the US, 2004-2009 17 Figure 4: US outsourcing market value, 2004-2009 18 Figure 5: Outsourced US contact centers by size-band, 2005 19 Figure 6: Outsourced vs. in-house APs, 2004-2009 20 Figure 7: Outsourced APs by Region, 2005 22 Figure 8: AP segmentation by task, 2005 23 Figure 9: Expansion of competitive landscape 26 Figure 10: Inbound/outbound splits for outsourced APs, 2004-2009 28 Figure 11: Vertical market segmentation of outsourced APs, 2004 32 Figure 12: Vertical market segmentation of outsourced APs, 2009 32 Figure 13: Financial services sub-verticals, 2004 & 2009 35 Figure 14: Propensity to outsource in the US by vertical market, 2004 41 |
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