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Call Center Outsourcing in the IT Services and Outsourcing LandscapeProduct Type: Market Research ReportPublished by: Datamonitor Published: August 2004 Product Code: R313-7012 Description IntroductionService differentiation and go-to-market propositions built around transformational outsourcing will enable outsource providers to win new business in a growing market where an increasing number of clients are looking into call center and BPO outsourcing. Scope Explanation of how the various components offered by service providers fit together along with a comparison of several different operating models. In-depth analysis of a number of firms' operating models and their key service differentiators. Analysis of trends and drivers that are affecting the demand for outsourcing services, as well as information on regional and vertical splits. A set of strategic recommendations for service providers to help grow revenues in an expanding market. Highlights Transformational outsourcing is key - merely transferring an existing operation to an outsourcer is inadequate, which is especially true when outsourcing operations offshore. Transformation of processes or entire functions is undertaken as part of the outsourcing arrangement, delivering an overall improved service to clients and their customers. Service differentiation wins business - the way in which service providers set out their stall and work with clients during an engagement heavily influences clients and ultimately determines their desire to engage that provider again, which directly impacts service provider revenues. A partnership approach and transparent communication are key. Portfolios add more value - by developing go-to-market alliances, firms can better and more readily compete with full service providers that have developed their complex portfolios in an organic manner. This approach demands a shared vision and approach as well as a proven track record of implementations. Reasons to Purchase Understand what threat systems integrators and consultancies pose to traditional call center and BPO outsourcers. Discover how call center outsourcing fits into the bigger picture of transformational outsourcing. Find out what value different alliances will deliver in an expanding market where customers are looking for a full range of services from providers. Table of Contents TABLE OF CONTENTSCHAPTER 1 EXECUTIVE SUMMARY 3 Introduction 3 Adding value in a complicated market 3 The competitive landscape 5 Addressing outsourcing demand factors 6 Action points 7 CHAPTER 2 INTRODUCTION 13 What is this report about? 13 Who is the target reader? 14 How to use this report 14 CHAPTER 3 ADDING VALUE IN A COMPLICATED MARKET 15 Introduction 15 Market definition 15 Value proposition components 16 Strategy 16 Integration 17 Transformation 17 Operation 18 ITO 18 APO 18 BPO 18 Making sense of the puzzle - vendor operating models 19 Full service providers 19 IT service providers 20 Systems integrators 21 Which type of provider are you? 22 Market developments 23 Business transformation takes off 24 Understand the reasons to outsource 25 Conclusions 26 CHAPTER 4 THE COMPETITIVE LANDSCAPE 27 Introduction 27 Competitive landscape 27 Service offerings 28 Company profiles 29 Accenture 29 Capgemini 32 CSC 34 EDS 36 HP with BT 38 IBM Global Services 40 ICICI-OneSource 42 Wipro Spectramind 43 Conclusions 44 CHAPTER 5 ADDRESSING OUTSOURCING DEMAND FACTORS 46 Introduction 46 Customer identification 46 Geographical breakdown 46 Industry breakdown 48 Outsourcing trends 50 The “me too!” factor 50 What call center work are firms outsourcing? 51 New business generation 53 The portfolio approach to outsourcing 55 Delivering best practice 55 Back office and front office 56 Understanding the concerns of your customer 57 Procuring outsourcing 57 Brand impact 57 Managing risk 58 Addressing regulatory requirements 59 Conclusions 62 CHAPTER 6 ACTION POINTS 63 Introduction 63 Action point 1 - Service differentiation wins business 63 Action point 2 - Transformational outsourcing is key 64 Action point 3 - Educate clients and win new business 65 Action point 4 - Portfolios will add more value 66 CHAPTER 7 APPENDIX 67 Abbreviations 67 Future reading 68 Relevant links 68 SPP writing team 69 Report author 69 Report manager 69 How to contact experts in your industry 69 LIST OF TABLES Table 1: Outsourced agent positions by region, 2003 48 LIST OF FIGURES Figure 1: Service offerings: how the pieces fit together 4 Figure 2: Outsourced agent positions by region, 2003 6 Figure 3: Service offerings: how the pieces fit together 16 Figure 4: Example offering of a full service provider 19 Figure 5: Example offering of an IT service provider 20 Figure 6: Example offering of a systems integrator 21 Figure 7: Comparison of profiled vendors’ service delivery focus 28 Figure 8: Accenture’s customer contact value proposition 31 Figure 9: EDS’ client-facing sales structure 37 Figure 10: Outsourced agent positions by region, 2003 47 Figure 11: Estimated outsourcing revenues by industry sector for profiled vendors, 2003 49 Figure 13: Activities that firms are most likely to outsource 53 |
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