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Contact Center Outsourcing - Pricing (Review Report)Product Type: Market Research ReportPublished by: Datamonitor Published: January 2007 Product Code: R313-19367 Description IntroductionScope Highlights Reasons to Purchase Table of Contents DATAMONITOR VIEW 1
CATALYST 1
SUMMARY 1
METHODOLOGY 1
EXECUTIVE SUMMARY 2
Introduction 2
Offshore outsourced contact center pricing (Market Focus) 2
Onshore outsourced contact center pricing (Market Focus) 2
Emerging Contact Center Outsourcing Markets (Databook) 2
Summary 9
Agent wages 11
Agent benefits 14
Property price appreciation growth continues to impact agent costs 16
Telephony/technology costs are greatly impacted by the outsourcing location 18
ONSHORE OUTSOURCED CONTACT CENTER PRICING (MARKET FOCUS) 21
Summary 21
Domestic agent pricing shows heavy variance between region and country 21
Agent wages 23
Benefits 24
Telephony and technology vary depending on domestic market 29
EMERGING CONTACT CENTER OUTSOURCING MARKETS (DATABOOK) 31
Introduction 31
Argentina 32
CCOS services in Argentina in comparison to other countries, 2006 32
Wage rates for inbound/outboud voice services in Argentina, 2006 33
Percentage share of different agent cost components in Argentina, 2006 35
Canada 37
CCOS services in Canada in comparison to other countries, 2006 37
Wage rates for inbound/outboud voice services in Canada, 2006 38
Percentage share of different agent cost components in Canada, 2006 40
Chile 43
CCOS services in Chile in comparison to other countries, 2006 43
Wage rates for inbound/outboud voice services in Chile, 2006 44
Percentage share of different agent cost components in Chile 46
Costa Rica 49
CCOS services in Costa Rica in comparison to other countries, 2006 49
Wage rates for inbound/outboud voice services in Costa Rica, 2006 50
Percentage share of different agent cost components in Costa Rica, 2006 52
Czech Republic 55
CCOS services in Czech Republic in comparison to other countries, 2006 55
Wage rates for inbound/outboud voice services in Czech Republic, 2006 56
Percentage share of different agent cost components in Czech Republic, 2006 58
Egypt 61
CCOS services in Egypt in comparison to other countries, 2006 61
Wage rates for inbound/outboud voice services in Egypt, 2006 62
Percentage share of different agent cost components in Egypt, 2006 64
France 67
CCOS services in France in comparison to other countries, 2006 67
Wage rates for inbound/outboud voice services in France, 2006 68
Percentage share of different agent cost components in France, 2006 70
Germany 73
CCOS services in Germany in comparison to other countries, 2006 73
Wage rates for inbound/outboud voice services in Germany, 2006 74
Percentage share of different agent cost components in Germany, 2006 76
India 79
CCOS services in India in comparison to other countries, 2006 79
Wage rates for inbound/outboud voice services in India, 2006 80
Percentage share of different agent cost components in India, 2006 83
Italy 85
CCOS services in Italy in comparison to other countries, 2006 85
Wage rates for inbound/outboud voice services in Italy, 2006 86
Percentage share of different agent cost components in Italy, 2006 88
Kenya 91
CCOS services in Kenya in comparison to other countries, 2006 91
Wage rates for inbound/outboud voice services in Kenya, 2006 92
Percentage share of different agent cost components in Kenya, 2006 95
Malaysia 97
CCOS services in Malaysia in comparison to other countries, 2006 97
Wage rates for inbound/outboud voice services in Malaysia, 2006 98
Percentage share of different agent cost components in Malaysia, 2006 101
Mexico 103
CCOS services in Mexico in comparison to other countries, 2006 103
Wage rates for inbound/outboud voice services in Mexico, 2006 104
Percentage share of different agent cost components in Mexico, 2006 107
The Netherlands 109
CCOS services in the Netherlands in comparison to other countries, 2006 109
Wage rates for inbound/outboud voice services in the Netherlands, 2006 110
Percentage share of different agent cost components in the Netherlands, 2006 113
Panama 115
CCOS services in Panama in comparison to other countries, 2006 115
Wage rates for inbound/outboud voice services in Panama, 2006 116
Percentage share of different agent cost components in Panama, 2006 118
Philippines 121
CCOS services in Philippines in comparison to other countries, 2006 121
Wage rates for inbound/outboud voice services in Philippines, 2006 122
Percentage share of different agent cost components in Philippines, 2006 124
Poland 127
CCOS services in Poland in comparison to other countries, 2006 127
Wage rates for inbound/outboud voice services in Poland, 2006 128
Percentage share of different agent cost components in Poland, 2006 131
Singapore 133
CCOS services in Singapore in comparison to other countries, 2006 133
Wage rates for inbound/outboud voice services in Singapore, 2006 134
Percentage share of different agent cost components in Singapore, 2006 136
South Africa 139
CCOS services in South Africa in comparison to other countries, 2006 139
Wage rates for inbound/outboud voice services in South Africa, 2006 140
Percentage share of different agent cost components in South Africa, 2006 142
Spain 145
CCOS services in Spain in comparison to other countries, 2006 145
Wage rates for inbound/outboud voice services in Spain 146
Percentage share of different agent cost components in Spain, 2006 149
UK 151
CCOS services in the UK in comparison to other countries, 2006 151
Wage rates for inbound/outboud voice services in the UK, 2006 152
Percentage share of different agent cost components in the UK, 2006 154
US 157
CCOS services in the US in comparison to other countries, 2006 157
Wage rates for inbound/outboud voice services in the US, 2006 158
Percentage share of different agent cost components in the US, 2006 160
APPENDIX 163
Definitions 163
Further reading 163
Ask the analyst 163
Datamonitor consulting 163
List of Tables
Table 1: Inbound agent pricing in selected offshore locations, 2006 10
Table 2: Inbound agent pricing in selected offshore locations, 2006 (continued) 11
Table 3: Wages as a % of total offshore outsourced agent cost, 2006 13
Table 4: Wages as a % of total offshore outsourced agent cost, 2006 (continued) 14
Table 5: Benefits as a % of total offshore outsourced agent cost, 2006 15
Table 6: Benefits as a % of total offshore outsourced agent cost, 2006 (continued) 16
Table 7: Property as a % of total offshore outsourced agent cost, 2006 17
Table 8: Property as a % of total offshore outsourced agent cost, 2006 (continued) 18
Table 9: Telephony/technology as a % of total offshore outsourced agent cost, 2006 20
Table 10: Telephony/technology as a % of total offshore outsourced agent cost, 2006 (continued) 20
Table 11: Inbound agent pricing in selected onshore locations, 2006 22
Table 12: Wages as a % of total onshore outsourced agent cost, 2006 24
Table 13: Benefits as a % of total onshore outsourced agent cost, 2006 26
Table 14: Property as a % of total onshore outsourced agent cost, 2006 28
Table 15: Telephony / technology as a % of total onshore outsourced agent cost, 2006 30
Table 16: Wage rates for inbound voice services in Argentina, 2006 33
Table 17: Wage rates for outbound voice services in Argentina, 2006 34
Table 18: Wage rates for Team leader / Supervisor designation in Argentina, 2006 34
Table 19: Percentage share of different agent cost components in Argentina, 2006 35
Table 20: Wage rates for inbound voice services in Canada, 2006 38
Table 21: Wage rates for outbound voice services in Canada, 2006 39
Table 22: Wage rates for Team leader / Supervisor designation in Canada, 2006 39
Table 23: Percentage share of different agent cost components in Canada, 2006 41
Table 24: Wage rates for inbound voice services in Chile, 2006 44
Table 25: Wage rates for outbound voice services in Chile, 2006 45
Table 26: Wage rates for Team leader / Supervisor designation in Chile, 2006 45
Table 27: Percentage share of different agent cost components in Chile, 2006 47
Table 28: Wage rates for inbound voice services in Costa Rica, 2006 50
Table 29: Wage rates for outbound voice services in Costa Rica, 2006 51
Table 30: Wage rates for Team leader / Supervisor designation in Costa Rica, 2006 51
Table 31: Percentage share of different agent cost components in Costa Rica, 2006 53
Table 32: Wage rates for inbound voice services in Czech Republic, 2006 56
Table 33: Wage rates for outbound voice services in Czech Republic, 2006 57
Table 34: Wage rates for Team leader / Supervisor designation in Czech Republic, 2006 57
Table 35: Percentage share of different agent cost components in Czech Republic, 2006 59
Table 36: Wage rates for inbound voice services in Egypt, 2006 62
Table 37: Wage rates for outbound voice services in Egypt, 2006 63
Table 38: Wage rates for Team leader / Supervisor designation in Egypt, 2006 63
Table 39: Percentage share of different agent cost components in Egypt, 2006 65
Table 40: Wage rates for inbound voice services in France, 2006 68
Table 41: Wage rates for outbound voice services in France, 2006 69
Table 42: Wage rates for Team leader / Supervisor designation in France, 2006 69
Table 43: Percentage share of different agent cost components in France, 2006 71
Table 44: Wage rates for inbound voice services in Germany, 2006 74
Table 45: Wage rates for outbound voice services in Germany, 2006 75
Table 46: Wage rates for Team leader / Supervisor designation in Germany, 2006 75
Table 47: Percentage share of different agent cost components in Germany, 2006 77
Table 48: Wage rates for inbound voice services in India, 2006 80
Table 49: Wage rates for outbound voice services in India, 2006 81
Table 50: Wage rates for Team leader / Supervisor designation in India, 2006 82
Table 51: Percentage share of different agent cost components in India, 2006 84
Table 52: Wage rates for inbound voice services in Italy, 2006 86
Table 53: Wage rates for outbound voice services in Italy, 2006 87
Table 54: Wage rates for Team leader / Supervisor designation in Italy, 2006 87
Table 55: Percentage share of different agent cost components in Italy, 2006 89
Table 56: Wage rates for inbound voice services in Kenya, 2006 92
Table 57: Wage rates for outbound voice services in Kenya, 2006 93
Table 58: Wage rates for Team leader / Supervisor designation in Kenya, 2006 93
Table 59: Percentage share of different agent cost components in Kenya, 2006 95
Table 60: Wage rates for inbound voice services in Malaysia, 2006 98
Table 61: Wage rates for outbound voice services in Malaysia, 2006 99
Table 62: Wage rates for Team leader / Supervisor designation in Malaysia, 2006 100
Table 63: Percentage share of different agent cost components in Malaysia, 2006 101
Table 64: Wage rates for inbound voice services in Mexico, 2006 104
Table 65: Wage rates for outbound voice services in Mexico, 2006 105
Table 66: Wage rates for Team leader / Supervisor designation in Mexico, 2006 105
Table 67: Percentage share of different agent cost components in Mexico, 2006 107
Table 68: Wage rates for inbound voice services in the Netherlands, 2006 110
Table 69: Wage rates for outbound voice services in the Netherlands, 2006 111
Table 70: Wage rates for Team leader / Supervisor designation in the Netherlands, 2006 112
Table 71: Percentage share of different agent cost components in the Netherlands, 2006 114
Table 72: Wage rates for inbound voice services in Panama, 2006 116
Table 73: Wage rates for outbound voice services in Panama, 2006 117
Table 74: Wage rates for Team leader / Supervisor designation in Panama, 2006 117
Table 75: Percentage share of different agent cost components in Panama, 2006 119
Table 76: Wage rates for inbound voice services in Philippines, 2006 122
Table 77: Wage rates for Team leader / Supervisor designation in Philippines, 2006 123
Table 78: Wage rates for Team leader / Supervisor designation in Philippines, 2006 124
Table 79: Percentage share of different agent cost components in Philippines, 2006 125
Table 80: Wage rates for inbound voice services in Poland, 2006 128
Table 81: Wage rates for outbound voice services in Poland, 2006 129
Table 82: Wage rates for Team leader / Supervisor designation in Poland, 2006 130
Table 83: Percentage share of different agent cost components in Poland, 2006 132
Table 84: Wage rates for inbound voice services in Singapore, 2006 134
Table 85: Wage rates for outbound voice services in Singapore, 2006 135
Table 86: Wage rates for Team leader / Supervisor designation in Singapore, 2006 135
Table 87: Percentage share of different agent cost components in Singapore, 2006 137
Table 88: Wage rates for inbound voice services in South Africa, 2006 140
Table 89: Wage rates for outbound voice services in South Africa, 2006 141
Table 90: Wage rates for Team leader / Supervisor designation in South Africa, 2006 141
Table 91: Percentage share of different agent cost components in South Africa, 2006 143
Table 92: Wage rates for inbound voice services in Spain, 2006 146
Table 93: Wage rates for outbound voice services in Spain, 2006 147
Table 94: Wage rates for Team leader / Supervisor designation in Spain, 2006 147
Table 95: Percentage share of different agent cost components in Spain, 2006 150
Table 96: Wage rates for inbound voice services in the UK, 2006 152
Table 97: Wage rates for outbound voice services in the UK 153
Table 98: Wage rates for Team leader / Supervisor designation in the UK 154
Table 99: Percentage share of different agent cost components in the UK, 2006 155
Table 100: Wage rates for inbound voice services in the US, 2006 158
Table 101: Wage rates for outbound voice services in the US, 2006 159
Table 102: Wage rates for Team leader / Supervisor designation in the US, 2006 159
Table 103: Percentage share of different agent cost components in the US, 2006 162
List of Figures
Figure 1: Inbound agent pricing in selected offshore locations, 2006 10
Figure 2: Wages as a % of total offshore outsourced agent cost, 2006 13
Figure 3: Benefits as a % of total offshore outsourced agent cost, 2006 15
Figure 4: Property as a % of total offshore outsourced agent cost, 2006 17
Figure 5: Telephony/technology as a % of total offshore outsourced agent cost, 2006 19
Figure 6: Inbound agent pricing in selected onshore locations, 2006 22
Figure 7: Wages as a % of total onshore outsourced agent cost, 2006 24
Figure 8: Benefits as a % of total onshore outsourced agent cost, 2006 26
Figure 9: Property as a % of total onshore outsourced agent cost, 2006 28
Figure 10: Telephony / technology as a % of total onshore outsourced agent cost, 2006 30
Figure 11: Overview of price per agent per hour in Argentina in comparison to other countries, 2006 32
Figure 12: Wage rates for inbound voice services in Argentina, 2006 33
Figure 13: Wage rates for outbound voice services in Argentina, 2006 34
Figure 14: Percentage share of different agent cost components in Argentina, 2006 35
Figure 15: Overview of price per agent per hour in Canada in comparison to other countries, 2006 37
Figure 16: Wage rates for inbound voice services in Canada, 2006 38
Figure 17: Wage rates for outbound voice services in Canada, 2006 39
Figure 18: Percentage share of different agent cost components in Canada, 2006 40
Figure 19: Overview of price per agent per hour in Chile in comparison to other countries, 2006 43
Figure 20: Wage rates for inbound voice services in Chile, 2006 44
Figure 21: Wage rates for outbound voice services in Chile, 2006 44
Figure 22: Percentage share of different agent cost components in Chile, 2006 46
Figure 23: Overview of price per agent per hour in Costa Rica in comparison to other countries, 2006 49
Figure 24: Wage rates for inbound voice services in Costa Rica, 2006 50
Figure 25: Wage rates for outbound voice services in Costa Rica, 2006 50
Figure 26: Percentage share of different agent cost components in Costa Rica, 2006 52
Figure 27: Overview of price per agent per hour in Czech Republic in comparison to other countries, 2006 55
Figure 28: Wage rates for inbound voice services in Czech Republic, 2006 56
Figure 29: Wage rates for outbound voice services in Czech Republic, 2006 57
Figure 30: Percentage share of different agent cost components in Czech Republic, 2006 58
Figure 31: Overview of price per agent per hour in Egypt in comparison to other countries, 2006 61
Figure 32: Wage rates for inbound voice services in Egypt, 2006 62
Figure 33: Wage rates for outbound voice services in Egypt, 2006 63
Figure 34: Percentage share of different agent cost components in Egypt, 2006 64
Figure 35: Overview of price per agent per hour in France in comparison to other countries, 2006 67
Figure 36: Wage rates for inbound voice services in France, 2006 68
Figure 37: Wage rates for outbound voice services in France, 2006 68
Figure 38: Percentage share of different agent cost components in France, 2006 70
Figure 39: Overview of price per agent per hour in Germany in comparison to other countries, 2006 73
Figure 40: Wage rates for inbound voice services in Germany, 2006 74
Figure 41: Wage rates for outbound voice services in Germany, 2006 74
Figure 42: Percentage share of different agent cost components in Germany, 2006 76
Figure 43: Overview of price per agent per hour in India in comparison to other countries, 2006 79
Figure 44: Wage rates for inbound voice services in India, 2006 80
Figure 45: Wage rates for outbound voice services in India, 2006 81
Figure 46: Percentage share of different agent cost components in India, 2006 83
Figure 47: Overview of price per agent per hour in Italy in comparison to other countries, 2006 85
Figure 48: Wage rates for inbound voice services in Italy, 2006 86
Figure 49: Wage rates for outbound voice services in Italy, 2006 87
Figure 50: Percentage share of different agent cost components in Italy, 2006 88
Figure 51: Overview of price per agent per hour in Kenya in comparison to other countries, 2006 91
Figure 52: Wage rates for inbound voice services in Kenya, 2006 92
Figure 53: Wage rates for outbound voice services in Kenya, 2006 93
Figure 54: Percentage share of different agent cost components in Kenya, 2006 95
Figure 55: Overview of price per agent per hour in Malaysia in comparison to other countries, 2006 97
Figure 56: Wage rates for inbound voice services in Malaysia, 2006 98
Figure 57: Wage rates for outbound voice services in Malaysia, 2006 98
Figure 58: Percentage share of different agent cost components in Malaysia, 2006 101
Figure 59: Overview of price per agent per hour in Mexico in comparison to other countries, 2006 103
Figure 60: Wage rates for inbound voice services in Mexico, 2006 104
Figure 61: Wage rates for outbound voice services in Mexico, 2006 105
Figure 62: Percentage share of different agent cost components in Mexico, 2006 107
Figure 63: Overview of price per agent per hour in the Netherlands in comparison to other countries, 2006 109
Figure 64: Wage rates for inbound voice services in the Netherlands, 2006 110
Figure 65: Wage rates for outbound voice services in the Netherlands, 2006 111
Figure 66: Percentage share of different agent cost components in the Netherlands, 2006 113
Figure 67: Overview of price per agent per hour in Panama in comparison to other countries, 2006 115
Figure 68: Wage rates for inbound voice services in Panama, 2006 116
Figure 69: Wage rates for outbound voice services in Panama, 2006 117
Figure 70: Percentage share of different agent cost components in Panama, 2006 118
Figure 71: Overview of price per agent per hour in Philippines in comparison to other countries, 2006 121
Figure 72: Wage rates for inbound voice services in Philippines, 2006 122
Figure 73: Wage rates for outbound voice services in Philippines, 2006 123
Figure 74: Percentage share of different agent cost components in Philippines, 2006 124
Figure 75: Overview of price per agent per hour in Poland in comparison to other countries, 2006 127
Figure 76: Wage rates for inbound voice services in Poland, 2006 128
Figure 77: Wage rates for outbound voice services in Poland, 2006 129
Figure 78: Percentage share of different agent cost components in Poland, 2006 131
Figure 79: Overview of price per agent per hour in Singapore in comparison to other countries, 2006 133
Figure 80: Wage rates for inbound voice services in Singapore, 2006 134
Figure 81: Wage rates for outbound voice services in Singapore, 2006 135
Figure 82: Percentage share of different agent cost components in Singapore, 2006 136
Figure 83: Overview of price per agent per hour in South Africa in comparison to other countries, 2006 139
Figure 84: Wage rates for inbound voice services in South Africa, 2006 140
Figure 85: Wage rates for outbound voice services in South Africa, 2006 141
Figure 86: Percentage share of different agent cost components in South Africa, 2006 142
Figure 87: Overview of price per agent per hour in Spain in comparison to other countries, 2006 145
Figure 88: Wage rates for inbound voice services in Spain, 2006 146
Figure 89: Wage rates for outbound voice services in Spain, 2006 146
Figure 90: Percentage share of different agent cost components in Spain, 2006 149
Figure 91: Overview of price per agent per hour in the UK in comparison to other countries, 2006 151
Figure 92: Wage rates for inbound voice services in the UK, 2006 152
Figure 93: Wage rates for outbound voice services in the UK 153
Figure 94: Percentage share of different agent cost components in the UK, 2006 154
Figure 95: Overview of price per agent per hour in the US in comparison to other countries, 2006 157
Figure 96: Wage rates for inbound voice services in the US, 2006 158
Figure 97: Wage rates for outbound voice services in the US, 2006 158
Figure 98: Percentage share of different agent cost components in the US, 2006 160
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