2008 Trends to Watch: Contact Center Outsourcing & Services: Industry Research Report

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2008 Trends to Watch: Contact Center Outsourcing & Services

Published Date: February 2008

Published By: Datamonitor

Page Count: 11

Order Code: R313-31093

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DATAMONITOR VIEW
CATALYST
SUMMARY
ANALYSIS: Shifts in contact center agent pricing and attrition are hurting outsourcer profitability; Convergence of contact center outsourcing functions into a converged BPO offering; Ongoing and changing needs of clients in existing and emerging industries; A levelling of the total proportion of outsourced business associated with contact centers; ACTIONS; Datamonitor's take; Combat pricing and attrition concerns with innovative customer service solutions; Contact center outsourcers need to examine moving toward converged BPO service provision; Vertical specialization strategies will be key to winning new importance in 2008; Contact center outsourcers need to expand the share of outsourcing to augment revenues
APPENDIX: Methodology; Further reading; Ask the analyst; Datamonitor consulting; Disclaimer
List of Figures: Figure 1: USD fluctuation, 2007; Figure 2: BPO elements by function, 2007; Figure 3: Outsourced global AP growth as a proportion of total APs, 2008 & 2010; Figure 4: Global home-based agent growth, 2007 - 2012

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