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The Vertical Guide to US Customer Relationship OutsourcingProduct Type: Market Research ReportPublished by: Datamonitor Published: November 2003 Product Code: R313-6166 Description IntroductionThe sluggish economy and mature market conditions in the US have led outsourcers to broaden service offerings, target new verticals and expand offshore/nearshore, in efforts to stimulate revenue and market share growth. In doing so, outsourcers are driving customer relationship outsourcing in the US to evolve gradually from a cost containment to a strategic measure for forward-looking companies. Scope This report provides sizing and segmenting of the customer relationship outsourcing market in the US from 2003 to 2008 It analyzes the latest trends, growth inhibitors, competitive landscape and opportunities for outsourcing providers in different vertical markets It quantifies and forecasts the number of outsourced agent positions and outsourced call centers in the US market from 2003 to 2008 It provides insight into data collected through in-depth interviews with over 20 outsourcing providers, consulting firms and US governmental agencies Reasons to Purchase Identify the latest trends and key opportunities in the US market, and develop go-to-market strategies to target clients in emerging vertical markets. Develop a comprehensive understanding of the market dynamics affecting outsourcing growth in the US customer relationship outsourcing market. Report Highlights At the end of 2003, the US customer relationship outsourcing market will be worth $18.8 billion and will grow at a five-year CAGR of 4.9% to reach roughly $24 billion at the end of 2008. From the end of 2003 to the end of 2008, the proportion of outsourced agent positions to in-house agent positions, in the US, will increase 1.1% from 11.2% to 12.3%, with a CAGR of 2.4%. The two vertical markets that will experience the largest growth in the customer relationship outsourcing market in the US from 2003 to 2008 will be utilities and government, with CAGRs of 11.8% and 11.4% respectively. Reasons to Purchase Gain insight into the US competitive landscape and develop strategy for meaningful alliances to boost top-line revenue and bottom-line productivity. Table of Contents TABLE OF CONTENTSCHAPTER 1 EXECUTIVE SUMMARY 3 Introduction 3 Market context 3 Customer focus 4 Competitor dynamics 6 The future decoded 6 Action points 8 CHAPTER 2 INTRODUCTION 19 What is this report about? 19 Who is the target reader? 19 How to use this report 20 CHAPTER 3 MARKET CONTEXT 21 Introduction 21 Key findings 21 Market size 22 Agent positions 22 US outsourcing market value 22 Outsourced call centers in the US 22 Outsourced agent tasks 25 Types of outsourcing 26 Full outsourcing 26 Insourcing 26 Co-sourcing 28 Reasons to outsource 28 Cost containment 28 Access to outsourcers’ experience and expertise 28 External delegation of staffing responsibilities 29 Concentration on core competency 29 Impediments to outsourcing growth in the US 29 Sluggish economic conditions 30 Maturation in traditional outsourcing vertical markets 30 Expansion outside the US 32 Latest trends in US customer relationship outsourcing 33 Going offshore and nearshore 33 Adding more value-add services 36 Penetrating new vertical markets 37 Transitioning from outbound to inbound services 37 Conclusions 38 CHAPTER 4 CUSTOMER FOCUS 39 Introduction 39 Key findings 39 Technology becomes a competitive differentiator for outsourcers 40 Technology usage by vendor among outsourcers 41 Offshore and nearshore outsourcing 42 Comparison of offshore/nearshore locations 42 Offshore locations 43 Nearshore locations 45 Vertical market comparison 46 Vertical market segmentation 48 Communications - 106,900 APs 49 Financial services - 63,400 APs 49 Technology - 44,100 APs 50 Retail - 42,000 APs 50 Utilities - 16,300 APs 50 Manufacturing - 13,100 APs 50 Government - 6,700 APs 51 Healthcare/Pharmaceuticals - 6,400 APs 51 Travel & tourism - 6,060 APs 51 Transport/Logistics - 4,780 APs 51 Entertainment - 2,860 APs 51 Education - 900 APs 52 Other - 6,500 APs 52 Propensity to outsource in vertical markets 52 Details of outsourced agents 54 Salaries 54 Training 54 Multi-tasking and specialization 54 Turnover rates 55 Sales strategies 55 The decision makers 55 Yesterday’s pricing models 56 Today’s pricing models 58 Conclusion 59 CHAPTER 5 COMPETITIVE DYNAMICS 60 Introduction 60 Key findings 60 Competitor identification 61 Systems integrators 61 Outsourcing providers 62 Outsourcers’ comparative matrices 62 Competitive strengths and sizes 62 Vertical market strengths 64 Conclusions 66 CHAPTER 6 THE FUTURE DECODED 67 Introduction 67 Key findings 67 The US market value for outsourcing will grow to just under $24 billion in 2008, at a CAGR of 4.9% 68 Outsourcing growth will outpace in-house agent position growth 69 Inbound activity will increase as a proportion of total call center activity 71 The utilities and government vertical markets will experience the largest growth in outsourcing 72 Utilities vertical market 76 Government vertical market 77 Communications vertical market 79 Other vertical markets 81 Outsourcers expanding call center operations in the US will continue to do so in the Southern, Midwestern and Western regions 82 The impact and associated costs of the Telemarketing Sales Rule will drive many small-sized outsourcers out of business, and significantly raise fixed costs for mid- to large-sized outsourcers 83 Conclusions 87 CHAPTER 7 ACTION POINTS 88 Introduction 88 Key findings 88 To compete effectively in the US, outsourcers should establish a global network of call centers in offshore/nearshore locations 89 To target the government vertical market, outsourcers should have robust, scaleable call centers, with broad, vertical-specific product and service offerings 89 Targeting the utilities vertical market requires outsourcers to offer a comprehensive utilities vertical-specific solution that encompasses technology, value-add services and core customer care solutions 90 Conclusion 91 CHAPTER 8 APPENDIX 92 Definitions 92 Agents 92 Agent desktop 92 Agent positions (APs) / seats 92 Automatic call distributor (ACD) 92 Call center (CC) 93 Call center revenues 93 Compound annual growth rate (CAGR) 93 Computer telephony integration (CTI) 93 Contact center 93 Dates 93 E-mail capabilities 94 eLearning 94 Horizontal application 94 Interactive voice response (IVR) 94 Outsourcers or outsourcing providers 95 Outsourcing 95 Predictive dialers 95 Private (automatic) branch exchange (PBX) 95 Quality monitoring tools 95 Screen popping 96 Speech recognition 96 Voice over Internet Protocol (VoIP) 96 Web-based self-service 96 Workforce management tools 97 Workforce optimization tools 97 Vertical markets (abbreviations are in parentheses) 97 Units of measurement 100 Research methodology 100 Future readings 101 Relevant links 101 SPP writing team 102 Report author 102 Report manager 102 How to contact experts in your industry 103 |
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