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Home > Computers and Information Technology > IT Administration & Services > Outsourcing
The Vertical Guide to US Customer Relationship Outsourcing
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| Published Date:
November 2003
Published By:
Datamonitor
Page Count:
102
Order Code:
R313-6166
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TABLE OF CONTENTS
CHAPTER 1 EXECUTIVE SUMMARY 3
Introduction 3
Market context 3
Customer focus 4
Competitor dynamics 6
The future decoded 6
Action points 8
CHAPTER 2 INTRODUCTION 19
What is this report about? 19
Who is the target reader? 19
How to use this report 20
CHAPTER 3 MARKET CONTEXT 21
Introduction 21
Key findings 21
Market size 22
Agent positions 22
US outsourcing market value 22
Outsourced call centers in the US 22
Outsourced agent tasks 25
Types of outsourcing 26
Full outsourcing 26
Insourcing 26
Co-sourcing 28
Reasons to outsource 28
Cost containment 28
Access to outsourcers’ experience and expertise 28
External delegation of staffing responsibilities 29
Concentration on core competency 29
Impediments to outsourcing growth in the US 29
Sluggish economic conditions 30
Maturation in traditional outsourcing vertical markets 30
Expansion outside the US 32
Latest trends in US customer relationship outsourcing 33
Going offshore and nearshore 33
Adding more value-add services 36
Penetrating new vertical markets 37
Transitioning from outbound to inbound services 37
Conclusions 38
CHAPTER 4 CUSTOMER FOCUS 39
Introduction 39
Key findings 39
Technology becomes a competitive differentiator for outsourcers 40
Technology usage by vendor among outsourcers 41
Offshore and nearshore outsourcing 42
Comparison of offshore/nearshore locations 42
Offshore locations 43
Nearshore locations 45
Vertical market comparison 46
Vertical market segmentation 48
Communications - 106,900 APs 49
Financial services - 63,400 APs 49
Technology - 44,100 APs 50
Retail - 42,000 APs 50
Utilities - 16,300 APs 50
Manufacturing - 13,100 APs 50
Government - 6,700 APs 51
Healthcare/Pharmaceuticals - 6,400 APs 51
Travel & tourism - 6,060 APs 51
Transport/Logistics - 4,780 APs 51
Entertainment - 2,860 APs 51
Education - 900 APs 52
Other - 6,500 APs 52
Propensity to outsource in vertical markets 52
Details of outsourced agents 54
Salaries 54
Training 54
Multi-tasking and specialization 54
Turnover rates 55
Sales strategies 55
The decision makers 55
Yesterday’s pricing models 56
Today’s pricing models 58
Conclusion 59
CHAPTER 5 COMPETITIVE DYNAMICS 60
Introduction 60
Key findings 60
Competitor identification 61
Systems integrators 61
Outsourcing providers 62
Outsourcers’ comparative matrices 62
Competitive strengths and sizes 62
Vertical market strengths 64
Conclusions 66
CHAPTER 6 THE FUTURE DECODED 67
Introduction 67
Key findings 67
The US market value for outsourcing will grow to just under $24 billion in 2008, at a CAGR of 4.9% 68
Outsourcing growth will outpace in-house agent position growth 69
Inbound activity will increase as a proportion of total call center activity 71
The utilities and government vertical markets will experience the largest growth in outsourcing 72
Utilities vertical market 76
Government vertical market 77
Communications vertical market 79
Other vertical markets 81
Outsourcers expanding call center operations in the US will continue to do so in the Southern, Midwestern and Western regions 82
The impact and associated costs of the Telemarketing Sales Rule will drive many small-sized outsourcers out of business, and significantly raise fixed costs for mid- to large-sized outsourcers 83
Conclusions 87
CHAPTER 7 ACTION POINTS 88
Introduction 88
Key findings 88
To compete effectively in the US, outsourcers should establish a global network of call centers in offshore/nearshore locations 89
To target the government vertical market, outsourcers should have robust, scaleable call centers, with broad, vertical-specific product and service offerings 89
Targeting the utilities vertical market requires outsourcers to offer a comprehensive utilities vertical-specific solution that encompasses technology, value-add services and core customer care solutions 90
Conclusion 91
CHAPTER 8 APPENDIX 92
Definitions 92
Agents 92
Agent desktop 92
Agent positions (APs) / seats 92
Automatic call distributor (ACD) 92
Call center (CC) 93
Call center revenues 93
Compound annual growth rate (CAGR) 93
Computer telephony integration (CTI) 93
Contact center 93
Dates 93
E-mail capabilities 94
eLearning 94
Horizontal application 94
Interactive voice response (IVR) 94
Outsourcers or outsourcing providers 95
Outsourcing 95
Predictive dialers 95
Private (automatic) branch exchange (PBX) 95
Quality monitoring tools 95
Screen popping 96
Speech recognition 96
Voice over Internet Protocol (VoIP) 96
Web-based self-service 96
Workforce management tools 97
Workforce optimization tools 97
Vertical markets (abbreviations are in parentheses) 97
Units of measurement 100
Research methodology 100
Future readings 101
Relevant links 101
SPP writing team 102
Report author 102
Report manager 102
How to contact experts in your industry 103
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