Product Type: Market Research Report
Published by: Datamonitor
Published: August 2006
Product Code: R313-16853Description Introduction
A discussion of the US outsourcing market and its current challenges.
Scope- The market for domestic agents in the United States
- Vertical breakdown of current trends
- Analysis of specific offshore locations and automation possibilities
Highlights
India and the Philippines remain strong, but alternate locations are proving attractive.
Automation is a viable option for keeping costs low.
All verticals are expanding offshore except those with a perceived need to stay onshore.
Reasons to Purchase- Identify opportunities for growth in a shrinking market
- Gain an in-depth understanding of trends in key verticals
- Accurately assess the advantages of offshoring and automation
Table of Contents - DATAMONITOR VIEW
- CATALYST
- SUMMARY
- METHODOLOGY
- ANALYSIS
- All verticals are expanding offshore except those with disincentives
- Verticals moving offshore
- Telecommunications
- Manufacturing
- Financial services
- Retail, wholesale, and distribution
- Travel and transport
- Media and entertainment, professional services, and life sciences
- Verticals staying onshore
- Healthcare
- Public sector
- Energy and utilities
- Nonprofits
- India and the Philippines remain strong, but alternate locations are proving attractive
- India and the Philippines: the heavyweight contenders:
- CALA: a growing opportunity
- Importance of the US Hispanic market
- Automation is a viable option for keeping costs low
- ACTIONS
- Outsourcers should continue to examine speech technology as an alternative solution for their customers.
- Outsourcers should explore home agents as a supplement to brick-and-mortar centers.
- Outsourcers should look at lower-cost states with Hispanic populations
- Outsourcers should look at lower-cost states to serve resistant verticals.
- APPENDIX
- Further reading
- Ask the analyst
- List of Tables
- Table 1: Outsourced agent positions in the United States, 2005-2010
- Table 2: Vertical distribution of outsourced APs in the US, 2005-2010
- Table 3: Global distribution of offshore APs serving the US, 2005-2010
- List of Figures
- Figure 1: Outsourced agent positions in the United States, 2005-2010
- Figure 2: Vertical distribution of outsourced APs in the US, 2005-2010
- Figure 3: Global distribution of offshore APs serving the US, 2005-2010
- Figure 4: Hispanic population as percent of total US population
- Figure 5: US Hispanic household income growth, 1992-2004
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