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Indian Contact Center Outsourcing: Surviving the ShakeoutProduct Type: Market Research ReportPublished by: Datamonitor Published: July 2003 Product Code: R313-5862 Description IntroductionNewcomers to the Indian outsourcing market are utilizing aggressive strategies, such as significantly discounting services, to grab a piece of the $400 million market, resulting in shrinking margins and questions as to who will survive the inevitable shakeout. This report examines the Indian outsourcing market, focusing particularly on the competitive dynamics of this dynamic marketplace. Scope Forecasts for the Indian outsourced contact center market, given by call centers and agent positions. Key data segmentation and analysis of activity outsourced to India by business function, communication media and vertical market. Competitive analysis of key Indian outsourcing players, including profiles of leading Indian outsourcers, such as Wipro, Infosys and GTL/Global. Actionable recommendations for both outsourcers and technology vendors pitching to outsourcers. Report Highlights Datamonitor expects customer service, helpdesk, collections and sales activity to significantly outpace the growth of back office processing activity for the next two to three years. Datamonitor believes that in two to three years there will be a second Indian outsourcing market shakeout, driven by consulting companies exiting the contact center outsourcing market, by either spinning off their contact center operations or by turning over management of their customer care offering to other third-party outsourcers. Contact center infrastructure technology vendors should pitch advanced call routing and workforce optimization technologies to offshore Indian outsourcers. Reasons to Purchase Local Indian outsourcers can learn how to best compete against onshore outsourcers. Contact center technology vendors can develop successful marketing programs through identification of high-demand technologies for Indian outsourcers. Outsourcers can develop successful vertical strategies through the segmentation of outsourcing demand by vertical. Table of Contents CHAPTER 1 EXECUTIVE SUMMARY Introduction Market context Competitor dynamics Action points CHAPTER 2 INTRODUCTION CHAPTER 3 MARKET CONTEXT Introduction Indian outsourced contact center market Drivers of outsourcing to India Risks to outsourcing to India Trends in the outsourcing market Vertical focus CHAPTER 4 COMPETITIVE DYNAMICS Introduction Local Indian outsourcers Onshore outsourcers Consulting companies Captive players Profiles of Indian outsourcers CHAPTER 5 ACTION POINTS To effectively compete against multinational outsourcers, Indian outsourcers must establish a global operational presence. Indian outsourcers without the resources to expand their global reach must become vertical specialists. Contact center infrastructure technology vendors should pitch advanced call routing and workforce optimization technologies to offshore Indian outsourcers. Consulting companies should be seen as near-term competitors but long-term partners. CHAPTER 6 APPENDIX Relevant Datamonitor products SPP writing team How to contact experts in your industry LIST OF TABLES Table 1: Indian offshore outsourcing contact centers and agent positions Table 2: Indian offshore outsourcing contact centers and agent positions Table 3: Outsourced contact center traffic in India segmented by business function Table 4: Outsourced contact center traffic in India segmented by communication medium Table 5: Outsourced contact center traffic in India segmented by vertical market Table 6: NASSCOM ranking of contact center & BPO players |
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