2008 Trends to Watch: Contact Center Outsourcing & Services: Industry Report

2008 Trends to Watch: Contact Center Outsourcing & Services

Product Type: Market Research Report
Published by: Datamonitor
Published: February 2008
Product Code: R313-31093

Description

Introduction

The contact center outsourcing sector continues to change, driven by new technology innovations and shifting end-user requirements. This brief will identify the four key trends around these trends, and aims to provide the reader with Datamonitor's view on opportunities and threats in this market.

Scope

An overview of the four main challenges facing the contact center outsourcing sector in 2008. How Datamonitor will address these challenges in its 2008 research streams. Datamonitor's take on the future of contact center outsourcing, from the perspective of both industry and macro-level obstacles and opportunities. Broad strategies to help outsourcing vendors and investors to profit over the long term.

Highlights

Datamonitor believes that both attrition and price issues will be among the most important challenges facing contact center outsourcers in 2008. In addition, knowing the right vertical markets to target for new opportunities will also be of major interest to the outsourcing sector. Finally, many vendors will be looking to expand revenues beyond traditional outsourcing clients and to determine how best to broaden services into other areas of BPO.

Reasons to Purchase

Learn about the hot trends in contact center outsourcing in 2008. Understand what challenges the outsourcing sector will face and how to overcome them. Identify strategies for expanding business in different vertical and horizontal markets.

Table of Contents

DATAMONITOR VIEW
CATALYST
SUMMARY
ANALYSIS: Shifts in contact center agent pricing and attrition are hurting outsourcer profitability; Convergence of contact center outsourcing functions into a converged BPO offering; Ongoing and changing needs of clients in existing and emerging industries; A levelling of the total proportion of outsourced business associated with contact centers; ACTIONS; Datamonitor's take; Combat pricing and attrition concerns with innovative customer service solutions; Contact center outsourcers need to examine moving toward converged BPO service provision; Vertical specialization strategies will be key to winning new importance in 2008; Contact center outsourcers need to expand the share of outsourcing to augment revenues
APPENDIX: Methodology; Further reading; Ask the analyst; Datamonitor consulting; Disclaimer
List of Figures: Figure 1: USD fluctuation, 2007; Figure 2: BPO elements by function, 2007; Figure 3: Outsourced global AP growth as a proportion of total APs, 2008 & 2010; Figure 4: Global home-based agent growth, 2007 - 2012

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