Trends in Global Contact Center Outsourcing Pricing and Attrition (Strategic Focus):

Trends in Global Contact Center Outsourcing Pricing and Attrition (Strategic Focus)

Published Date: May 2008

Published By: Datamonitor

Page Count: 8

Order Code: R313-32541

Questions About This Report

E-mail a Colleague

Printable Page

Fax Your Order

Description

Table of Contents

Search Inside
this Report

Similar
Products

Overview: Catalyst; Summary; Key Messages; Agent attrition and price increases are becoming more interdependent; Attrition is hurting contact centers globally; Outsourced pricing is being impacted by operational and exogenous factors; Agent attrition and cost rises have the potential to hurt outsourcing business; Table of Contents; Table of figures; Table of tables; Market Opportunity; Why are we writing about pricing and attrition?; Agent attrition is rising globally; Contact center prices continue to rise; Pricing and attrition pressures are interconnected; Client satisfaction is affected by agent churn and price increases; What is causing agent attrition?; Organic inflation; Inter-vertical competition for talent; Overheated contact center sectors; Poor management and supervision; Contact center functions; Lack of career progression opportunities; Regional attrition discussion; Onshore markets; US and Western Europe; Mature offshore markets; Canada; India; Philippines; Mexico; Emerging offshore locations; European nearshore; South Africa; Outsourced contact center pricing; Rising prices; Agent-related costs; Foreign Exchange Volatility; Pricing survey; Domestic outsourced pricing; Mature offshore markets; Emerging offshore markets; Customer Impact: how pricing and attrition affects outsourcing clients; Attrition and price hikes are already affecting clients and prospects; Higher price points; Quality concerns; The possibility of alternative business models; Go to Market; Recommendations; Understand issues in the local market affecting pricing and attrition; Culture; Local economic issues; Macro-level challenges; Develop clear career paths for agents; Ensure realistic and value-added benefit packages; Fulfilling work atmosphere; Preventative recruitment measures; Frequent feedback sessions; Augment supervisor training; Explore blended business models; Mitigate cost rise risks through financial instruments
APPENDIX: Methodology; Further reading; Ask the analyst; Datamonitor consulting; Disclaimer
List of Tables: Table 1: Onshore inbound customer care hourly fully-loaded pricing: 2008; Table 2: Onshore inbound customer care hourly fully-loaded pricing: 2008; Table 3: Emerging offshore inbound customer care hourly fully-loaded pricing: 2008
List of Figures: Figure 1: Factors leading to attrition in outsourced contact centers; Figure 2: Inflation rises across selected offshore delivery locations: 2007; Figure 3: USD versus Euro: 2004 - 2008; Figure 4: Major contact center headaches among in-house providers