Horizontal Contact Center Outsourcing Trends to 2012 (Review Report): Industry Report

Horizontal Contact Center Outsourcing Trends to 2012 (Review Report)

Product Type: Market Research Report
Published by: Datamonitor
Published: July 2007
Product Code: R313-23961

Description

Introduction

This report analyzes horizontal outsourcing trends from the standpoint of contact centers. It also provides a statistical overview of the industry by major outsourcing market.

Scope

Overview of regional variances in contact center functional outsourcing

In-depth analysis of the future of inbound customer services and outbound marketing & sales

Strategic recommendations related to developing an optimal horizontal service mix

Highlights

Market pain points being felt by vendors in the inbound and outbound contact center space

Strategic opportunities related to vertical and geographic markets

Insight into developing an optimal horizontal function market mix

Reasons to Purchase

Learn about the future of outbound marketing sales contact center outsourcing

Understand how to migrate an inbound customer service center into a profit-making enterprise

Gain insight into the dynamics of each outsourced contact center horizontal function

Table of Contents

Overview: Catalyst; Summary; Methodology; Executive Summary; Introduction; Sales & Marketing - Is there a future for outsourced outbound calling? (Market Focus); Outsourced customer care - how best to meet shifting investor needs (Strategy Focus); How to profit in a multifunctional outsourcing environment (Strategy Focus); Contact center outsourcing functionality - trends to 2012 (Databook); Table of Contents; Table of figures; Table of tables; Sales & marketing: is there a future for outsourced outbound calling?; Summary; Outbound calling faces more challenges than ever; Consumer hostility; Legislative challenges; High costs; Poor quality perception; However, outsourced outbound calling is set to increase; Global analysis; Regional analysis; Outsourced outbound investors need savings, quality and commercial opportunities; Cost savings; Professional approach; Increased commercial opportunities; Outsourcers can leverage a number of strategies to increase outbound revenues; Emphasize professional nature of services to prospective investors; Show real cost savings; Emphasize abilities in value-added services; Warm-calling; Debt collection; Charity work; Political contracts; outsourced customer care: how best to meet shifting investor needs (Strategy Focus); Summary; 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; how to profit in a multifunctional outsourcing environment (strategy Focus); Summary; The importance of internal capabilities and exogenous factors; Horizontal market dynamics; Geographic and vertical opportunity identification; Internal suitability; Geographic & vertical markets and their impact on long-term opportunity; Geographic growth patterns; North America; Western Europe; Eastern Europe, Middle East and Africa; APAC; CALA; Vertical opportunities; Functional dynamics can pose obstacles or opportunity; Customer service; Marketing & sales; Technical support; B2E; Internal operations impact long-term horizontal strategies; Agent sophistication; Technology capabilities; Offshore / onshore mix; Outsourcer's horizontal pedigree; contact center outsourcing functionality - trends to 2012 (Databook); Introduction; Introduction; Canadian horizontal contact center outsourcing, 2006 - 2012; US horizontal contact center outsourcing, 2006 - 2012; Benelux horizontal contact center outsourcing, 2006 - 2012; Bulgaria horizontal contact center outsourcing, 2006 - 2012; Czech Republic horizontal contact center outsourcing, 2006 - 2012; Egyptian horizontal contact center outsourcing, 2006 - 2012; Estonian horizontal contact center outsourcing, 2006 - 2012; French horizontal contact center outsourcing, 2006 - 2012; German horizontal contact center outsourcing, 2006 - 2012; Hungarian horizontal contact center outsourcing, 2006 - 2012; Italian horizontal contact center outsourcing, 2006 - 2012; Kenyan horizontal contact center outsourcing, 2006 - 2012; Latvian horizontal contact center outsourcing, 2006 - 2012; Lithuanian horizontal contact center outsourcing, 2006 - 2012; Moroccan horizontal contact center outsourcing, 2006 - 2012; Polish horizontal contact center outsourcing, 2006 - 2012; Romanian horizontal contact center outsourcing, 2006 - 2012; Russian horizontal contact center outsourcing, 2006 - 2012; South African horizontal contact center outsourcing, 2006 - 2012; Spanish horizontal contact center outsourcing, 2006 - 2012; Tunisian horizontal contact center outsourcing, 2006 - 2012; UK horizontal contact center outsourcing, 2006 - 2012; Australian horizontal contact center outsourcing, 2006 - 2012; Chinese horizontal contact center outsourcing, 2006 - 2012; Indian horizontal contact center outsourcing, 2006 - 2012; Malaysian horizontal contact center outsourcing, 2006 - 2012; New Zealand horizontal contact center outsourcing, 2006 - 2012; Philippine horizontal contact center outsourcing, 2006 - 2012; Argentine horizontal contact center outsourcing, 2006 - 2012; Brazilian horizontal contact center outsourcing, 2006 - 2012; Chilean horizontal contact center outsourcing, 2006 - 2012; Costa Rican horizontal contact center outsourcing, 2006 - 2012; Mexican horizontal contact center outsourcing, 2006 - 2012; Panamanian horizontal contact center outsourcing, 2006 - 2012
APPENDIX: Methodology; Further reading; Ask the analyst; Datamonitor consulting; Disclaimer
List of Tables: Table 1: Global APs in outbound sales & marketing functions, 2006 - 2012; Table 2: Global customer care market size (APs), 2006 - 2012; Table 3: Regional breakout of customer care APs, 2006 - 2012; Table 4: Selected examples of cross-selling / upselling by contact center agents; Table 5: Vertical opportunities by horizontal outsourced contact center functions - mature industries; Table 6: Vertical opportunities by horizontal outsourced contact center functions - emerging industries; Table 7: Canadian horizontal contact center outsourcing, 2006 - 2012; Table 8: US horizontal contact center outsourcing, 2006 - 2012; Table 9: Benelux horizontal contact center outsourcing, 2006 - 2012; Table 10: Bulgarian horizontal contact center outsourcing, 2006 - 2012; Table 11: Czech Republic horizontal contact center outsourcing, 2006 - 2012; Table 12: Egyptian horizontal contact center outsourcing, 2006 - 2012; Table 13: Estonian horizontal contact center outsourcing, 2006 - 2012; Table 14: French horizontal contact center outsourcing, 2006 - 2012; Table 15: German horizontal contact center outsourcing, 2006 - 2012; Table 16: Hungarian horizontal contact center outsourcing, 2006 - 2012; Table 17: Italian horizontal contact center outsourcing, 2006 - 2012; Table 18: Kenyan horizontal contact center outsourcing, 2006 - 2012; Table 19: Latvian horizontal contact center outsourcing, 2006 - 2012; Table 20: Lithuanian horizontal contact center outsourcing, 2006 - 2012; Table 21: Moroccan horizontal contact center outsourcing, 2006 - 2012; Table 22: Polish horizontal contact center outsourcing, 2006 - 2012; Table 23: Romanian horizontal contact center outsourcing, 2006 - 2012; Table 24: Russian horizontal contact center outsourcing, 2006 - 2012; Table 25: South African horizontal contact center outsourcing, 2006 - 2012; Table 26: Spanish horizontal contact center outsourcing, 2006 - 2012; Table 27: Tunisian horizontal contact center outsourcing, 2006 - 2012; Table 28: UK horizontal contact center outsourcing, 2006 - 2012; Table 29: Australian horizontal contact center outsourcing, 2006 - 2012; Table 30: Chinese horizontal contact center outsourcing, 2006 - 2012; Table 31: Indian horizontal contact center outsourcing, 2006 - 2012; Table 32: Malaysian horizontal contact center outsourcing, 2006 - 2012; Table 33: New Zealand horizontal contact center outsourcing, 2006 - 2012; Table 34: Philippine horizontal contact center outsourcing, 2006 - 2012; Table 35: Argentine horizontal contact center outsourcing, 2006 - 2012; Table 36: Brazilian horizontal contact center outsourcing, 2006 - 2012; Table 37: Chilean horizontal contact center outsourcing, 2006 - 2012; Table 38: Costa Rican horizontal contact center outsourcing, 2006 - 2012; Table 39: Mexican horizontal contact center outsourcing, 2006 - 2012; Table 40: Panamanian horizontal contact center outsourcing, 2006 - 2012
List of Figures: Figure 1: Key challenges faced in outbound calling; Figure 2: Global APs in outbound sales & marketing functions, 2006 - 2012; Figure 3: Regional breakout of sales & marketing outbound APs, 2006 - 2012; Figure 4: Key motivators influencing outbound outsourcing investment decisions; Figure 5: Outbound strategic differentiators in outbound calling; Figure 6: Outstanding US consumer credit, 2002 - 2006; Figure 7: Pain points faced by in-house customer care investors; Figure 8: Global customer care market size (APs), 2006 - 2012; Figure 9: Regional breakout of customer care APs, 2006 - 2012; Figure 10: Prioritization during a customer care call; Figure 11: Internal and exogenous considerations impacting horizontal contact center outsourcing strategies; Figure 12: Worldwide outsourced contact center functional growth patterns, 2006 - 2012; Figure 13: Internal capability parameter assessment for horizontal contact center outsourcing; Figure 14: Outsourced contact center wages by horizontal function, 2006; Figure 15: Canadian horizontal contact center outsourcing, 2006 - 2012; Figure 16: US horizontal contact center outsourcing, 2006 - 2012; Figure 17: Benelux horizontal contact center outsourcing, 2006 - 2012; Figure 18: Bulgarian horizontal contact center outsourcing, 2006 - 2012; Figure 19: Czech Republic horizontal contact center outsourcing, 2006 - 2012; Figure 20: Egyptian horizontal contact center outsourcing, 2006 - 2012; Figure 21: Estonian horizontal contact center outsourcing, 2006 - 2012; Figure 22: French horizontal contact center outsourcing, 2006 - 2012; Figure 23: German horizontal contact center outsourcing, 2006 - 2012; Figure 24: Hungarian horizontal contact center outsourcing, 2006 - 2012; Figure 25: Italian horizontal contact center outsourcing, 2006 - 2012; Figure 26: Kenyan horizontal contact center outsourcing, 2006 - 2012; Figure 27: Latvian horizontal contact center outsourcing, 2006 - 2012; Figure 28: Lithuanian horizontal contact center outsourcing, 2006 - 2012; Figure 29: Moroccan horizontal contact center outsourcing, 2006 - 2012; Figure 30: Polish horizontal contact center outsourcing, 2006 - 2012; Figure 31: Romanian horizontal contact center outsourcing, 2006 - 2012; Figure 32: Russian horizontal contact center outsourcing, 2006 - 2012; Figure 33: South African horizontal contact center outsourcing, 2006 - 2012; Figure 34: Spanish horizontal contact center outsourcing, 2006 - 2012; Figure 35: Tunisian horizontal contact center outsourcing, 2006 - 2012; Figure 36: UK horizontal contact center outsourcing, 2006 - 2012; Figure 37: Australian horizontal contact center outsourcing, 2006 - 2012; Figure 38: Chinese horizontal contact center outsourcing, 2006 - 2012; Figure 39: Indian horizontal contact center outsourcing, 2006 - 2012; Figure 40: Malaysian horizontal contact center outsourcing, 2006 - 2012; Figure 41: New Zealand horizontal contact center outsourcing, 2006 - 2012; Figure 42: Philippine horizontal contact center outsourcing, 2006 - 2012; Figure 43: Argentine horizontal contact center outsourcing, 2006 - 2012; Figure 44: Brazilian horizontal contact center outsourcing, 2006 - 2012; Figure 45: Chilean horizontal contact center outsourcing, 2006 - 2012; Figure 46: Costa Rican horizontal contact center outsourcing, 2006 - 2012; Figure 47: Mexican horizontal contact center outsourcing, 2006 - 2012; Figure 48: Panamanian horizontal contact center outsourcing, 2006 - 2012

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