The Future of Vertical Investment in Contact Center Outsourcing (Review Report):

The Future of Vertical Investment in Contact Center Outsourcing (Review Report)

Product Type: Market Research Report
Published by: Datamonitor
Published: March 2007
Product Code: R313-21348

Description

Introduction

This report analyzes vertical outsourcing trends from the standpoint of contact centers, and provides the reader with insight in how to profit from both emerging and mature segments. It also looks at regional variance and provides strategies on how to develop a global strategy designed for one or more verticals.Scope

Overview of regional variances in contact center vertical outsourcing A discussion of mature vertical markets and their needs in contact center outsourcing A discussion of emerging vertical markets and their needs in contact center outsourcing A quantitative overview of the global and regional contact center outsourcing landscape from the standpoint of vertical investmentHighlights

The regional and global growth in vertical contact center outsourcing Market pain points being felt by players in emerging and mature verticals that can be captured by contact center outsourcersReasons to Purchase

Learn about how contact center outsourcing will shift in vertical adoption Understand the key strategies needed to win outsourcing business from niche industries Gain knowledge on the evolution of vertical-based contact center outsourcing

Table of Contents

DATAMONITOR VIEW
CATALYST
SUMMARY
METHODOLOGY
EXECUTIVE SUMMARY: Introduction; Regional Variances in Vertical Outsourcing (Market Focus); Mature Vertical Markets - Profiting from Established Contact Center Outsourcing (Strategy Focus); Emerging Outsourcing Customers - How To Attack New Industry Customers (Strategy Focus); Trends in Vertical Contact Center Outsourcing Investment (Databook)
REGIONAL VARIANCES IN VERTICAL OUTSOURCING (MARKET FOCUS): Summary; North American vertical investment will be consistent across the region; Geographic split; North American emerging markets - potential in health care and government; North American mature markets - growth in US financial services; North American mature markets - growth in US financial services; EMEA's diverse nature means varied degrees of vertical investment; Geographic split; EMEA emerging markets - consistent levels of investment; EMEA mature markets - opportunities in financial services and manufacturing; APAC - domestic economic growth means diversified vertical investment; Geographic split; APAC emerging markets - growth across the region; APAC mature markets - new growth in manufacturing and retail; New realities mean new vertical offshore investment in CALA; Geographic split; CALA emerging markets - revenue potential in health care and travel & tourism; CALA mature markets - possibilities in manufacturing, financial services and retail
MATURE VERTICAL MARKETS - PROFITING FROM ESTABLISHED CONTACT CENTER OUTSOURCING (STRATEGY FOCUS): Summary; Mature vertical markets continue outsourcing but growth will slow; Mature contact center outsourcing - total market size; Mature market contact center outsourcing - vertical breakout; Pricing and quality issues will dominate telco outsourcing investment decisions; Segment telco prospects into distinct markets; Provide telcos with diversified location strategies; Cross-sell / upsell capabilities; Emphasize integration services; Financial services outsourcing wins will be based on data protection and cost; Recognize the diversity of the financial services sector; Emphasize data protection capabilities; Offer flexible location strategies; Leverage self-service options; Technology manufacturers need outsourcing partners that are cost and culture sensitive; Ensure services are price-sensitive; Emphasize staff quality; Understand the differences among technology clients; Retail channel diversification means new investment opportunities; Emphasize cost savings; Attack emerging retail channels
EMERGING OUTSOURCING CUSTOMERS - HOW TO ATTACK NEW INDUSTRY CUSTOMERS (STRATEGY FOCUS): Summary; 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
TRENDS IN VERTICAL CONTACT CENTER OUTSOURCING INVESTMENT (DATABOOK): Introduction; Vertical contact center outsourcing trends in Canada, 2006 - 2012; Vertical contact center outsourcing trends in the USA, 2006 - 2012; Vertical contact center outsourcing trends in Western Europe, 2006 - 2012; Vertical contact center outsourcing trends in Central & Eastern Europe, 2006 - 2012; Vertical contact center outsourcing trends in North Africa, 2006 - 2012; Vertical contact center outsourcing trends in Sub-Saharan Africa, 2006 - 2012; Vertical contact center outsourcing trends in India, 2006 - 2012; Vertical contact center outsourcing trends in the Philippines, 2006 - 2012; Vertical contact center outsourcing trends in China, 2006 - 2012; Vertical contact center outsourcing trends in Malaysia, 2006 - 2012; Vertical contact center outsourcing trends in Australia / New Zealand, 2006 - 2012; Vertical contact center outsourcing trends in Mexico, 2006 - 2012; Vertical contact center outsourcing trends in South America, 2006 - 2012; Vertical contact center outsourcing trends in Central America, 2006 - 2012
APPENDIX: Ask the analyst
List of Tables: Table 1: Emerging North American vertical investment in contact center outsourcing services, 2005 - 2012; Table 2: Mature North American vertical investment in contact center outsourcing services, 2005 - 2012; Table 3: Emerging EMEA vertical investment in contact center outsourcing services, 2005 - 2012; Table 4: Mature EMEA vertical investment in contact center outsourcing services, 2005 - 2012; Table 5: Emerging APAC vertical investment in contact center outsourcing services, 2005 - 2012; Table 6: Mature APAC vertical investment in contact center outsourcing services, 2005 - 2012; Table 7: Emerging CALA vertical investment in contact center outsourcing services, 2005 - 2012; Table 8: Emerging CALA vertical investment in contact center outsourcing services, 2005 - 2012; Table 9: Total market size: mature vertical outsourcing markets, 2006 - 2012; Table 10: Total market size: emerging vertical outsourcing investors, 2006 - 2012; Table 11: Vertical contact center outsourcing trends in Canada, 2006 - 2012; Table 12: Vertical contact center outsourcing trends in the USA, 2006 - 2012; Table 13: Vertical contact center outsourcing trends in Western Europe, 2006 - 2012; Table 14: Vertical contact center outsourcing trends in Central & Eastern Europe, 2006 - 2012; Table 15: Vertical contact center outsourcing trends in North Africa, 2006 - 2012; Table 16: Vertical contact center outsourcing trends in Sub-Saharan Africa, 2006 - 2012; Table 17: Vertical contact center outsourcing trends in India, 2006 - 2012; Table 18: Vertical contact center outsourcing trends in the Philippines, 2006 - 2012; Table 19: Vertical contact center outsourcing trends in China, 2006 - 2012; Table 20: Vertical contact center outsourcing trends in Malaysia, 2006 - 2012; Table 21: Vertical contact center outsourcing trends in Australia / New Zealand, 2006 - 2012; Table 22: Vertical contact center outsourcing trends in Mexico, 2006 - 2012; Table 23: Vertical contact center outsourcing trends in South America, 2006 - 2012; Table 24: Vertical contact center outsourcing trends in Central America, 2006 - 2012
List of Figures: Figure 1: Emerging North American vertical investment in contact center outsourcing services, 2005 - 2012; Figure 2: Mature North American vertical investment in contact center outsourcing services, 2005 - 2012; Figure 3: Emerging EMEA vertical investment in contact center outsourcing services, 2005 - 2012; Figure 4: Mature EMEA vertical investment in contact center outsourcing services, 2005 - 2012; Figure 5: Emerging APAC vertical investment in contact center outsourcing services, 2005 - 2012; Figure 6: Mature APAC vertical investment in contact center outsourcing services, 2005 - 2012; Figure 7: Emerging CALA vertical investment in contact center outsourcing services, 2005 - 2012; Figure 8: Emerging CALA vertical investment in contact center outsourcing services, 2005 - 2012; Figure 9: Total market size: mature vertical outsourcing markets, 2006 - 2012; Figure 10: Breakout of mature outsourcing verticals, 2006 - 2012; Figure 11: Total number of online shoppers in the UK, 1998 - 2005; Figure 12: Total market size: emerging vertical outsourcing investors, 2006 - 2012; Figure 13: Breakout of emerging vertical outsourcing investors, 2006 - 2012; Figure 14: Vertical contact center outsourcing trends in Canada, 2006 - 2012; Figure 15: Vertical contact center outsourcing trends in the USA, 2006 - 2012; Figure 16: Vertical contact center outsourcing trends in Western Europe, 2006 - 2012; Figure 17: Vertical contact center outsourcing trends in Central & Eastern Europe, 2006 - 2012; Figure 18: Vertical contact center outsourcing trends in North Africa, 2006 - 2012; Figure 19: Vertical contact center outsourcing trends in Sub-Saharan Africa, 2006 - 2012; Figure 20: Vertical contact center outsourcing trends in India, 2006 - 2012; Figure 21: Vertical contact center outsourcing trends in the Philippines, 2006 - 2012; Figure 22: Vertical contact center outsourcing trends in China, 2006 - 2012; Figure 23: Vertical contact center outsourcing trends in Malaysia, 2006 - 2012; Figure 24: Vertical contact center outsourcing trends in Australia / New Zealand, 2006 - 2012; Figure 25: Vertical contact center outsourcing trends in Mexico, 2006 - 2012; Figure 26: Vertical contact center outsourcing trends in South America, 2006 - 2012; Figure 27: Vertical contact center outsourcing trends in Central America, 2006 - 2012

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