Outsourced Customer Care: how best to meet shifting investor needs (Strategy

Outsourced Customer Care: how best to meet shifting investor needs (Strategy Focus)

Product Type: Market Research Report
Published by: Datamonitor
Published: June 2007
Product Code: R313-23944

Description

Introduction

A study on the future of third-party customer care, its current pain points and the best ways for outsourcers to make sure evolving investor requirements are satisfied. Market sizing and projections are also included.

Scope

An analysis of the pain points experienced by in-house contact center customer care investors

Market sizing for the current and future outsourced customer care sector

An analysis of the drivers for outsourced customer care

Strategies for contact outsourcers to increase their customer care revenues

Highlights

There are significant pain points currently faced by in-house customer care contact center investors, mainly revolving around cost, quality assurance and lack of new revenues

The outsourced customer care sector will grow through the coming 5 years, as investors look to enhance end-user interactions and reduce overhead expenses

Datamonitor provides several strategies that outsourcers can use in order to win new business from firms looking to provide high-quality and cost effective contact center-based customer care

Reasons to Purchase

Learn about the challenges facing in-house customer care

Understand how the contact center outsourcing market will grow globally and regionally

Develop an understanding of how outsourcers can use specific strategies to win new business from companies looking to undertake customer care

Table of Contents

DATAMONITOR VIEW
CATALYST
SUMMARY
ANALYSIS: In-house customer care services face multiple pain points; Cost constraints; Quality interactions; Product / Service Overload; New revenue generation; However, the global customer care market continues to grow; Global analysis; Regional analysis; Outsourcing is an attractive option for inbound customer care investors; Lower overheads; Professionalism; Capacity flexibility; Traditional and new solutions will win outsourcers new inbound customer care business; Concentrate on the investor's core business needs; Emphasize cost reduction abilities; Profit center migration; Examine the viability of commercialization; Agent recruitment; Leverage CRM technologies to cross-sell / upsell; Emphasize commercial abilities but not at the expense of customer service
APPENDIX: Methodology; Further reading; How to profit in a multifunctional outsourcing environment (Strategy Focus) - BFTC1746; Ask the analyst; Datamonitor consulting; Disclaimer
List of Tables: Table 1: Global customer care market size (APs), 2006 - 2012; Table 2: Regional breakout of customer care APs, 2006 - 2012; Table 3: Selected examples of cross-selling / upselling by contact center agents
List of Figures: Figure 1: Pain points faced by in-house customer care investors; Figure 2: Global customer care market size (APs), 2006 - 2012; Figure 3: Regional breakout of customer care APs, 2006 - 2012; Figure 4: Prioritization during a customer care call

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