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Home > Computers and Information Technology > Software > CRM & Customer Service
Onshore Contact Center Pricing (Market Focus)
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| Published Date:
December 2006
Published By:
Datamonitor
Page Count:
11
Order Code:
R313-18777
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DATAMONITOR VIEW 1
CATALYST 1
The outsourced contact center business is very cost sensitive and competition seems to intensify on an annual basis, especially with new locations constantly emerging with their own selection of local vendors. This series examines the positioning of players in the outsourced contact center sector, in addition to an in-depth analysis of input costs and vendor prices from a regional and global perspective. 1
SUMMARY 1
METHODOLOGY 1
ANALYSIS 2
Domestic agent pricing shows heavy variance between region and country 2
Human resource costs account for the bulk of domestic agent expense 4
Agent wages 4
Benefits 5
Property agent allocations tend to be flat across in domestic economies 7
Telephony and technology vary depending on domestic market 9
APPENDIX 11
Further reading 11
Ask the analyst 11
List of Tables
Table 1: Inbound agent pricing in selected onshore locations, 2006 3
Table 2: Wages as a % of total onshore outsourced agent cost, 2006 5
Table 3: Benefits as a % of total onshore outsourced agent cost, 2006 7
Table 4: Property as a % of total onshore outsourced agent cost, 2006 8
Table 5: Telephony / technology as a % of total onshore outsourced agent cost, 2006 10
List of Figures
Figure 1: Inbound agent pricing in selected onshore locations, 2006 3
Figure 2: Wages as a % of total onshore outsourced agent cost, 2006 5
Figure 3: Benefits as a % of total onshore outsourced agent cost, 2006 6
Figure 4: Property as a % of total onshore outsourced agent cost, 2006 8
Figure 5: Telephony / technology as a % of total onshore outsourced agent cost, 2006 9
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