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Targeting Growth in Mature Markets: USA and Western Europe (Review Report)

Published Date: November 2006
Published By: Datamonitor
Page Count: 115
Order Code: R313-18283
 
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DATAMONITOR VIEW
CATALYST
SUMMARY
METHODOLOGY


EXECUTIVE SUMMARY
Introduction
Vertical analysis - How Much is the US Losing to Offshore? (Strategy Focus)
Vertical Analysis - How Much is Europe Losing to Offshore? (Strategy Focus)
Established Contact Center Outsorucing Markets (Databook)
Summary
All verticals are expanding offshore except those with disincentives
Verticals moving offshore
Telecommunications
Manufacturing
Financial services
Retail, wholesale, and distribution
Travel and transport
Media and entertainment, professional services, and life sciences
Verticals staying onshore
Healthcare
Public sector
Energy and utilities
Nonprofits
India and the Philippines remain strong, but alternate locations are proving attractive
India and the Philippines: the heavyweight contenders:
CALA: a growing opportunity
Importance of the US Hispanic market
Automation is a viable option for keeping costs low
Outsourcers should continue to examine speech technology as an alternative solution for their customers.
Outsourcers should explore home agents as a supplement to brick-and-mortar centers.
Outsourcers should look at lower-cost states with Hispanic populations
Outsourcers should look at lower-cost states to serve resistant verticals.


VERTICAL ANALYSIS - HOW MUCH IS EUROPE LOSING TO OFFSHORE? (STRATEGY FOCUS)
Summary
The number of onshore APs in Western Europe are growing as a whole
Though nearshore locations are expanding, there is an eventual cap on capacity
Pragmatist verticals continue to be unwilling to move offshore
Verticals with offshore potential
Onshore verticals


ESTABLISHED CONTACT CENTER OUTSOURCING MARKETS (DATABOOK)
SUMMARY
FRANCE
Total France outsourced agent positions 2005 - 2010
Vertical distribution of offshore outsourced APs in France 2005 - 2010
Vertical distribution of domestic outsourced APs in France 2005 - 2010
Outsourced offshore APs in France by contact center sizeband 2005 - 2010
Outsourced domestic APs in France by contact center sizeband 2005 - 2010
Geographic markets served by France outsourced APs 2005 - 2010
GERMANY
Total Germany outsourced agent positions 2005 - 2010
Vertical distribution of offshore outsourced APs in Germany 2005 - 2010
Vertical distribution of domestic outsourced APs in Germany 2005 - 2010
Outsourced offshore APs in Germany by contact center sizeband 2005 - 2010
Outsourced domestic APs in Germany by contact center sizeband 2005 - 2010
Geographic markets served by Germany outsourced APs 2005 - 2010
UK
Total UK outsourced agent positions 2005 - 2010
Vertical distribution of offshore outsourced APs in UK 2005 - 2010
Vertical distribution of domestic outsourced APs in UK 2005 - 2010
Outsourced offshore APs in UK by contact center sizeband 2005 - 2010
Outsourced domestic APs in UK by contact center sizeband 2005 - 2010
Geographic markets served by UK outsourced APs 2005 - 2010
ITALY
Total Italy outsourced agent positions 2005 - 2010
Vertical distribution of offshore outsourced APs in Italy 2005 - 2010
Vertical distribution of domestic outsourced APs in Italy 2005 - 2010
Outsourced offshore APs in Italy by contact center sizeband 2005 - 2010
Outsourced domestic APs in Italy by contact center sizeband 2005 - 2010
Geographic markets served by Italy outsourced APs 2005 - 2010
SPAIN
Total Spain outsourced agent positions 2005 - 2010
Vertical distribution of offshore outsourced APs in Spain 2005 - 2010
Vertical distribution of domestic outsourced APs in Spain 2005 - 2010
Outsourced offshore APs in Spain by contact center sizeband 2005 - 2010
Outsourced domestic APs in Spain by contact center sizeband 2005 - 2010
Geographic markets served by Spain outsourced APs 2005 - 2010
Benelux
Total Benelux outsourced agent positions 2005 - 2010
Vertical distribution of offshore outsourced APs in Benelux 2005 - 2010
Vertical distribution of domestic outsourced APs in Benelux 2005 - 2010
Outsourced offshore APs in Benelux by contact center sizeband 2005 - 2010
Outsourced domestic APs in Benelux by contact center sizeband 2005 - 2010
Geographic markets served by Benelux outsourced APs 2005 - 2010
USA
Total USA outsourced agent positions 2005 - 2010
Vertical distribution of offshore outsourced APs in USA 2005 - 2010
Vertical distribution of domestic outsourced APs in Spain 2005 - 2010
Outsourced offshore APs in USA by contact center sizeband 2005 - 2010
Outsourced domestic APs in USA by contact center sizeband 2005 - 2010
Geographic markets served by USA outsourced APs 2005 - 2010

APPENDIX
Definitions
Further reading
Ask the analyst


List of Tables
Table 1: Outsourced agent positions in the United States, 2005-2010
Table 2: Vertical distribution of outsourced APs in the US, 2005-2010
Table 3: Global distribution of offshore APs serving the US, 2005-2010
Table 4: Distribution of outsourced APs within EMEA
Table 5: Agent positions serving selected Western European nations, 2005-2010
Table 6: Vertical distribution of outsourced APs (000s) in EMEA, 2005-2010
Table 7: Total France outsourced agent positions (000s) 2005 - 2010
Table 8: Vertical distribution of offshore outsourced APs (000s) in France 2005 - 2010
Table 9: Vertical distribution of domestic outsourced APs (000s) in France 2005 - 2010
Table 10: Outsourced offshore APs (000s) in France by contact center sizeband 2005 - 2010
Table 11: Outsourced domestic APs (000s) in France by contact center sizeband 2005 - 2010
Table 12: Geographic markets served by France outsourced APs 2005 - 2010
Table 13: Total Germany outsourced agent positions (000s)2005 - 2010
Table 14: Vertical distribution of offshore outsourced APs (000s) in Germany 2005 - 2010
Table 15:     Vertical distribution of domestic outsourced APs (000s) in Germany 2005 - 2010
Table 16: Outsourced offshore APs (000s) in Germany by contact center sizeband 2005 - 2010
Table 17: Outsourced domestic APs (000s) in Germany by contact center sizeband 2005 - 2010
Table 18: Geographic markets served by Germany outsourced APs 2005 - 2010
Table 19: Total UK outsourced agent positions (000s) 2005 - 2010
Table 20: Vertical distribution of offshore outsourced APs (000s) in UK 2005 - 2010
Table 21: Vertical distribution of domestic outsourced APs (000s) in UK 2005 - 2010
Table 22: Outsourced offshore APs (000s) in UK by contact center sizeband 2005 - 2010
Table 23: Outsourced domestic APs (000s) in UK by contact center sizeband 2005 - 2010
Table 24: Geographic markets served by UK outsourced APs 2005 -2010
Table 25: Total Italy outsourced agent positions (000s) 2005 - 2010
Table 26: Vertical distribution of offshore outsourced APs (000s) in Italy 2005 - 2010
Table 27: Vertical distribution of domestic outsourced APs (000s) in Italy 2005 - 2010
Table 28:   Outsourced offshore APs (000s) in Italy by contact center sizeband 2005 - 2010
Table 29: Outsourced domestic APs (000s) in Italy by contact center sizeband 2005 - 2010
Table 30: Geographic markets served by Italy outsourced APs 2005 - 2010
Table 31: Total Spain outsourced agent positions (000s) 2005 - 2010
Table 32: Vertical distribution of offshore outsourced APs (000s) in Spain 2005 - 2010
Table 33: Vertical distribution of domestic outsourced APs (000s) in Spain 2005 - 2010
Table 34: Outsourced offshore APs (000s) in Spain by contact center sizeband 2005 - 2010
Table 35: Outsourced domestic APs (000s) in Spain by contact center sizeband 2005 - 2010
Table 36: Geographic markets served by Spain outsourced APs 2005 - 2010
Table 37: Total Benelux outsourced agent positions (000s)2005 - 2010
Table 38: Vertical distribution of offshore outsourced APs (000s) in Benelux 2005 - 2010
Table 39: Vertical distribution of domestic outsourced APs (000s) in Benelux 2005 - 2010
Table 40: Outsourced offshore APs (000s) in Benelux by contact center sizeband 2005 - 2010
Table 41: Outsourced domestic APs (000s) in Benelux by contact center sizeband 2005 - 2010
Table 42: Geographic markets served by Benelux outsourced APs 2005 - 2010
Table 43: Total USA outsourced agent positions (000s) 2005 - 2010
Table 44: Vertical distribution of offshore outsourced APs (000s) in USA 2005 - 2010
Table 45: Vertical distribution of domestic outsourced APs (000s) in USA 2005 - 2010
Table 46: Outsourced offshore APs (000s) in USA by contact center sizeband 2005 - 2010
Table 47: Outsourced domestic APs (000s) in USA by contact center sizeband 2005 - 2010
Table 48:   Geographic markets served by USA outsourced APs 2005 - 2010
Table 49: Contact Center definitions


List of Figures
Figure 1: Outsourced agent positions in the United States, 2005-2010
Figure 2: Vertical distribution of outsourced APs in the US, 2005-2010
Figure 3: US Hispanic population relative to total population, 2000 & 2004
Figure 4: US Hispanic household income, 1992 - 2004
Figure 5: Distribution of outsourced APs within EMEA
Figure 6: Offshore APs serving selected EMEA nations, 2004-2010
Figure 7: Vertical propensity to move offshore
Figure 8: Vertical distribution of APs in EMEA, 2005-2010
Figure 9: Total France outsourced agent positions 2005 - 2010
Figure 10: Vertical distribution of offshore outsourced APs in France 2005 - 2010
Figure 11: Vertical distribution of domestic outsourced APs in France 2005 - 2010
Figure 12: Outsourced offshore APs in France by contact center sizeband 2005 - 2010
Figure 13: Outsourced domestic APs in France by contact center sizeband 2005 - 2010
Figure 14: Geographic markets served by France outsourced APs 2005 - 2010
Figure 15: Total Germany outsourced agent positions 2005 - 2010
Figure 16: Vertical distribution of offshore outsourced APs in Germany 2005 - 2010
Figure 17: Vertical distribution of domestic outsourced APs in Germany 2005 - 2010
Figure 18: Outsourced offshore APs in Germany by contact center sizeband 2005 - 2010
Figure 19: Outsourced domestic APs in Germany by contact center sizeband 2005 - 2010
Figure 20: Geographic markets served by Germany outsourced APs 2005 - 2010
Figure 21: Total UK outsourced agent positions 2005 - 2010
Figure 22: Vertical distribution of offshore outsourced APs in UK 2005 - 2010
Figure 23: Vertical distribution of domestic outsourced APs in UK 2005 - 2010
Figure 24: Outsourced offshore APs in UK by contact center sizeband 2005 - 2010
Figure 25: Outsourced domestic APs in UK by contact center sizeband 2005 - 2010
Figure 26: Geographic markets served by UK outsourced APs 2005 - 2010
Figure 27: Total Italy outsourced agent positions 2005 - 2010
Figure 28: Vertical distribution of offshore outsourced APs in Italy 2005 - 2010
Figure 29: Vertical distribution of domestic outsourced APs in Italy 2005 - 2010
Figure 30: Outsourced offshore APs in Italy by contact center sizeband 2005 - 2010
Figure 31: Outsourced domestic APs in Italy by contact center sizeband 2005 - 2010
Figure 32:   Geographic markets served by Italy outsourced APs 2005 - 2010
Figure 33: Total Spain outsourced agent positions 2005 - 2010
Figure 34: Vertical distribution of offshore outsourced APs in Spain 2005 - 2010
Figure 35: Vertical distribution of domestic outsourced APs in Spain 2005 - 2010
Figure 36: Outsourced offshore APs in Spain by contact center sizeband 2005 - 2010
Figure 37: Outsourced domestic APs in Spain by contact center sizeband 2005 - 2010
Figure 38: Geographic markets served by Spain outsourced APs 2005 - 2010
Figure 39: Total Benelux outsourced agent positions 2005 - 2010
Figure 40: Vertical distribution of offshore outsourced APs in Benelux 2005 - 2010
Figure 41: Vertical distribution of domestic outsourced APs in Benelux 2005 - 2010
Figure 42: Outsourced offshore APs in Benelux by contact center sizeband 2005 - 2010
Figure 43: Outsourced domestic APs in Benelux by contact center sizeband 2005 - 2010
Figure 44: Geographic markets served by Benelux outsourced APs 2005 - 2010
Figure 45: Total USA outsourced agent positions 2005 - 2010
Figure 46: Vertical distribution of offshore outsourced APs in USA 2005 - 2010
Figure 47: Vertical distribution of domestic outsourced APs in Spain 2005 - 2010
Figure 48: Outsourced offshore APs in USA by contact center sizeband 2005 - 2010
Figure 49: Outsourced domestic APs in USA by contact center sizeband 2005 - 2010
Figure 50: Geographic markets served by USA outsourced APs 2005 - 2010
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