Product Type: Market Research Report
Published by: Datamonitor
Published: March 2007
Product Code: R313-20796Description Introduction
Contact center outsourcers are now faced with a multitude of new prospects from late-adopting verticals. This brief provides the insight needed to help outsourcers learn what new industrial clients are emerging and how best to service their unique and diverse needs.
Scope
- A discussion of the market size for emerging verticals investing in contact center outsourcing.
- An overview of the proportionate split among emerging verticals and their individual rates of adoption of contact center outsourcing.
- The key business pain points facing emerging verticals looking at investing in contact center outsourcing.
- Strategies outsourcing vendors can follow to win business from emerging verticals
Highlights
Emerging verticals are expected to continue their rapid adoption of contact center outsourcing services through 2012 The largest individual markets will be travel & hospitality, utilities and the public sector Success in each of these verticals will be dependent on tailoring specific strategies for individual verticals
Reasons to Purchase
- Learn about the potential growth of emerging verticals in the space of contact center outsourcing
- Understand the main pain points being felt by emerging verticals
- Develop a knowledge of the best way for vendors to take advantage of these pain points when looking to emerging markets for revenue
Table of Contents - DATAMONITOR VIEW
- CATALYST
- SUMMARY
- METHODOLOGY
- ANALYSIS
- New verticals will continue to invest in contact center outsourcing
- Emerging vertical outsourcing investors - total market
- Emerging vertical outsourcing investors - breakout
- New commercial realities mean opportunities in travel & hospitality
- Concentrate on price sensitivity
- Focus on commercialization
- Look for new opportunities driven by new contact channels
- Hotels may be the source of hidden value
- Health care outsourcing remains complex but potentially profitable
- Emphasize customer service levels
- Provide automated service options
- Partner with existing health care non-CC BPO providers
- Sell offshore as a niche solution
- Public sector outsourcing is an open market for outsourcers
- Emphasize agent quality / cost relationship
- Engage government procurement specialists
- Target key government agencies for outsourcing business
- Embrace E-government opportunities
- Changing utilities markets mean need for outsourced customer service
- Emphasize opportunities to build customer satisfaction
- Cost management potential
- Product / service integration services
- APPENDIX
- Further reading
- Ask the analyst
- List of Tables
- Table 1: Total market size: emerging vertical outsourcing investors, 2006 - 2012
- List of Figures
- Figure 1: Total market size: emerging vertical outsourcing investors, 2006 - 2012
- Figure 2: Breakout of emerging vertical outsourcing investors, 2006 - 2012
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