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The global pricing guide to offshore outsourcingProduct Type: Market Research ReportPublished by: Datamonitor Published: September 2004 Product Code: R313-7143 Description IntroductionGiven the growth of offshore outsourcing over the last few years, low-cost nations other than India have begun to aggressively pursue a portion of offshore-outsourcing. Outsourcers and end users focus on the savings made in the move offshore but hidden costs and other risks can complicate the decision to move offshore. This report compares and contrasts the major offshore and nearshore locations. Scope Wages of customer care agents in Argentina, Brazil, Canada, Germany, Hungary, India, Jamaica, Mexico, the Philippines, Poland, South Africa, UK & US Average prices for outsourced collections, direct response, telemarketing, voice-based and multi-media customer care and technical support agents Each country chapter includes a qualitative discussion of the risks and rewards that outsourcers and end-users face in these ten offshore markets Draws on interviews and data compiled over Datamonitor's focus on the call center outsourcing industry Highlights Following the devaluation of the peso, Argentina is now the least expensive market for an outsourced voice-based customer care agent and also one of the least expensive labor markets in the world. Although cost of labor and the price of an outsourced agent is definitely an issue, in some markets the risks associated with moving call center operations overseas outweigh the benefits gained from labor arbitrage. Outsourcers and end-users need to consider the risks of a particular country, but more importantly, the benefits of the workforce. Datamonitor predicts that some offshore markets will experience wage inflation due to increasing maturity of the outsourcing industry while the popularity of offshore outsourcing will result in wage deflation in Germany, the UK and US. Reasons to Purchase Understand the current state of offshore outsourcing in the major outsourcing markets. For outsourcers and end-users, benchmark labor costs and pricing against national averages Identify developing outsourcing destinations to broaden the scope of offerings Table of Contents TABLE OF CONTENTSCHAPTER 1 INTRODUCTION 3 What is this report about? 3 What information does this report provide? 3 Who is the target reader? 4 CHAPTER 2 MARKET CONTEXT 9 Introduction 9 Relative levels of risk and cost 9 CHAPTER 3 ARGENTINA 11 Where is the market today? 11 Risk vs rewards 11 CHAPTER 4 BRAZIL 14 What is the market like today? 14 Risk vs rewards 14 CHAPTER 5 CANADA 17 Where is the market today? 17 Risk vs rewards 17 CHAPTER 6 HUNGARY 19 What is the market today? 19 Risk vs rewards 19 CHAPTER 7 INDIA 21 What is the market today? 21 Risk vs rewards 21 CHAPTER 8 JAMAICA 23 What is the market today? 23 Risk vs rewards 23 CHAPTER 9 MEXICO 25 What is the market today? 25 Risk vs rewards 25 CHAPTER 10 PHILIPPINES 27 Where is the market today? 27 Risk vs rewards 27 CHAPTER 11 POLAND 29 Where is the market today? 29 Risk vs rewards 29 CHAPTER 12 SOUTH AFRICA 31 Where is the market today? 31 Risk vs rewards 31 CHAPTER 13 APPENDIX 33 Additonal information 33 Research methodology 35 Future readings 35 Datamonitor Strategic Planning Programs (SPPs) 35 Related research 36 SPP writing team 37 LIST OF TABLES Table 1: Price per hour or Argentine outsourced agents, 2004 13 Table 2: Price per hour of Brazilian outsourced agents, 2004 16 Table 3: Price per hour of Canadian outsourced agents, 2004 18 Table 4: Price per hour of Hungarian outsourced agents, 2004 20 Table 5: Price per hour of Indian outsourced agents, 2004 22 Table 6: Price per hour of Jamaican outsourced agents, 2004 24 Table 7: Price per hour of Mexican outsourced agents, 2004 26 Table 8: Price per hour of Filipino outsourced agents, 2004 28 Table 9: Price per hour of Polish outsourced agents, 2004 30 Table 10: Price per hour of South African outsourced agents, 2004 32 Table 11: Price per hour of an outsourced voice-based customer care agent, 2004 33 Table 12: Per hour wages of an outsourced voice-based customer care agent, 2004 34 Table 13: Price per hour of German, UK and US outsourced agents, 2004 34 |
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