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Offshore Outsourced Contact Center Pricing (Market Focus)

Product Type: Market Research Report
Published by: Datamonitor
Published: December 2006
Product Code: R313-18790
Description
Introduction

An analysis of the evolution of the American contact center industry, including market developments and sizing.

Scope

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

Highlights

Contact center outsourcing price comparison across emerging and established offshore locations

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

Trends in outsourcing costs across regions

Reasons to Purchase

*Learn about pricing across the contact center outsourcing spectrum
*Understand what components make up agent costs in key outsourcing locations
*Develop an understanding about potential cost shifts in major offshore 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 2

ANALYSIS 3

Agent wages 5

Agent benefits 7

Property price appreciation growth continues to impact agent costs 9

Telephony/technology costs are greatly impacted by the outsourcing location 11

APPENDIX 14

Further reading 14

Ask the analyst 14

List of Tables

Table 1: Inbound agent pricing in selected offshore locations, 2006 4

Table 2: Inbound agent pricing in selected offshore locations, 2006 (continued) 4

Table 3: Wages as a % of total offshore outsourced agent cost, 2006 6

Table 4: Wages as a % of total offshore outsourced agent cost, 2006 (continued) 7

Table 5: Benefits as a % of total offshore outsourced agent cost, 2006 8

Table 6: Benefits as a % of total offshore outsourced agent cost, 2006 (continued) 9

Table 7: Property as a % of total offshore outsourced agent cost, 2006 10

Table 8: Property as a % of total offshore outsourced agent cost, 2006 (continued) 11

Table 9: Telephony/technology as a % of total offshore outsourced agent cost, 2006 13

Table 10: Telephony/technology as a % of total offshore outsourced agent cost, 2006 (continued) 13

List of Figures

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

Figure 2: Wages as a % of total offshore outsourced agent cost, 2006 6

Figure 3: Benefits as a % of total offshore outsourced agent cost, 2006 8

Figure 4: Property as a % of total offshore outsourced agent cost, 2006 10

Figure 5: Telephony/technology as a % of total offshore outsourced agent cost, 2006 12
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