Onshore Contact Center Pricing (Market Focus): Industry Report

Onshore Contact Center Pricing (Market Focus)

Product Type: Market Research Report
Published by: Datamonitor
Published: December 2006
Product Code: R313-18777

Description

Introduction

An analysis of the onshore outsourced pricing and cost landscape

Scope

*Onshore contact center locations by price
*Agent wages across onshore outsourcing locations
*Agent benefits across onshore locations
*Property and technology/telephony costs across onshore outsourcing locations

Highlights

Contact center outsourcing price comparison across onshore locations

Agent costs broken out by wages, benefits, facilities and networking

Trends in outsourcing costs across onshore locations

Reasons to Purchase

*Learn about pricing across the contact center outsourcing spectrum
*Understand what components make up agent costs in key onshore outsourcing locations
*Develop an understanding about potential cost shifts in major onshore outsourcing locations

Table of Contents

DATAMONITOR VIEW 1

CATALYST 1

The outsourced contact center business is very cost sensitive and competition seems to intensify on an annual basis, especially with new locations constantly emerging with their own selection of local vendors. This series examines the positioning of players in the outsourced contact center sector, in addition to an in-depth analysis of input costs and vendor prices from a regional and global perspective. 1

SUMMARY 1

METHODOLOGY 1

ANALYSIS 2

Domestic agent pricing shows heavy variance between region and country 2

Human resource costs account for the bulk of domestic agent expense 4

Agent wages 4

Benefits 5

Property agent allocations tend to be flat across in domestic economies 7

Telephony and technology vary depending on domestic market 9

APPENDIX 11

Further reading 11

Ask the analyst 11

List of Tables

Table 1: Inbound agent pricing in selected onshore locations, 2006 3

Table 2: Wages as a % of total onshore outsourced agent cost, 2006 5

Table 3: Benefits as a % of total onshore outsourced agent cost, 2006 7

Table 4: Property as a % of total onshore outsourced agent cost, 2006 8

Table 5: Telephony / technology as a % of total onshore outsourced agent cost, 2006 10

List of Figures

Figure 1: Inbound agent pricing in selected onshore locations, 2006 3

Figure 2: Wages as a % of total onshore outsourced agent cost, 2006 5

Figure 3: Benefits as a % of total onshore outsourced agent cost, 2006 6

Figure 4: Property as a % of total onshore outsourced agent cost, 2006 8

Figure 5: Telephony / technology as a % of total onshore outsourced agent cost, 2006 9

Ordering and More Information

Price and Delivery Options

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