North American Contact Center Outsourcing MarketsFrost & SullivanOctober 9, 2007 46 Pages - SKU: MC1590686 |
| Countries covered: North America This Frost & Sullivan research service titled North American Contact Center Outsourcing provides an overview of this subset of the business process outsourcing (BPO) industry. It includes a complete analysis of key industry challenges, market drivers, restraints, and trends that are impacting market penetration as well as growth. In this research service, Frost & Sullivan's expert analysis thoroughly outlines market size, market share of major providers, and pricing strategies. This analysis is available through our Contact Centers Growth Partnership Service program. With this program, clients receive industry-leading market research such as this, along with technical and econometric data and many interactive features including Analyst Inquiry Time and Client Council. Market Overview Greater Acceptance of Outsourcing across Business Verticals Aiding Growth Spurred on by strategic, financial, and technological forces, the North American contact center outsourcing market continues to see impressive growth. Buoyed by growing demand and stable prices, market participants reported solid organic revenue growth in 2006, with overall revenues increasing by 7 percent year over year. Frost & Sullivan believes that the current positive U.S. economic climate, coupled with greater acceptance of outsourcing across business verticals, will give rise to continued market growth in the next three to five years. However, outsourcing firms must continue to contain cost in the face of high agent turnover and a weakening U.S. dollar, in order remain competitive and profitable. It is becoming increasingly common for clients in North America to require "blended" delivery models, using a combination of onshore, nearshore, and offshore customer contact centers. This strategy not only mitigates risk, but also serves to lend support for multiple language capability and better cultural alignment for specific client requirements. "The offshore option provides clients with lower labor costs and 'follow the sun' service provisioning," notes the analyst of this research service. "Too much agent capacity in a single geography is considered risky. Political instability, reliability of suppliers on the ground, exchange rate fluctuations, infrastructure reliability, labor pool size, and accent neutralization are important offshore considerations." Home Agent Explosion The concept of home agents is fast gaining popularity in the United States, as voice over Internet protocol (VoIP) and Web-based applications make the deployment of work-at-home agents (WAHA) no more difficult than placing them in traditional call centers. Furthermore, workforce management technology and remote monitoring remove barriers for measuring productivity and adherence to key performance indicators (KPIs). Largely due to these technology developments, incoming customer calls can now be routed anytime and anywhere on a large scale. Critical to the mix is high-quality agent training, which can be delivered to the agent’s desktop via e-learning modules, thus eliminating the need for live instructors or training facilities. Going forward, offshore contact center services will continue to grow throughout the forecast period. This will exert a downward effect on margins in the short term, as pricing per agent hour is lower in offshore locations. Offshore services represent a range between 25 and 35 percent of the total North American outsourcing revenues by the end of the forecast period. Growth of offshore services will be mitigated by consumer preferences for domestic services and the increased availability of high quality U.S.-based agents through the increasingly popular WAHA model. "Outsourcing providers in North America must become solution partners that can counsel clients on the best ‘rightshore fit’ to meet market demand, determine agent sourcing, self-service options, and the most favorable site locations," says the analyst. "Enhancing the customer experience, strong data security, and strict regulatory compliance will be vital for market success." |
More North America CRM Reports
Business Analytics & Enterprise Software Publishing in the US - Industry Market Research Report by
IBISWorld
Business Analytics & Enterprise Software Publishing in the US In the works The industry will continue to grow over the next five years, as new technologies in ...
Business Analytics & Enterprise Software Publishing in the US - Industry Risk Rating Report by
IBISWorld
This Industry Risk Ratings report from IBISWorld evaluates the inherent risks associated with the Business Analytics & Enterprise Software Publishing in the US industry. Industry ...
Business Analytics & Enterprise Software Publishing in the US - Industry Market Research Report by
IBISWorld
Business Analytics & Enterprise Software Publishing in the US In the works The industry will continue to grow over the next five years, as new technologies in ...
North American Mobile Sales Force Automation (SFA) Market by
Frost & Sullivan
The current mobile sales force automation (SFA) market in North America is sizeable, yet at the same time is still finding its way. A consensus ...
Customer Relationship Management Outsourcing in the US to 2015 by
Datamonitor
Introduction Provides data on domestic and offshore agent positions. Analyzes positions by vertical, including energy / utilities, financial services, healthcare, manufacturing, media & entertainment, public ...
See all reports like this >>
More North America Reports
Spirits – Mexico – a snapshot (2011) by
Mintel - Snapshots
Spirits in Mexico by Mintel Global Market Navigator provides you with annual year-end market size data, most recently updated in 2011. This market covers all ...
e-Discovery Software Publishing in the US - Industry Market Research Report by
IBISWorld
e-Discovery Software Publishing in the US Finding growth : Electronic discovery (more often known as e-discovery) refers to a data search, location and securing process for use ...
D&B Country RiskLine Report: The United States of America by
Dun & Bradstreet Inc.
This D&B Country RiskLine Report will help you analyze the risks, opportunities and likely payment delays when doing business in this country. It includes ...
D&B Country RiskLine Report: Mexico by
Dun & Bradstreet Inc.
This D&B Country RiskLine Report will help you analyze the risks, opportunities and likely payment delays when doing business in this country. It includes ...
D&B Country RiskLine Report: Canada by
Dun & Bradstreet Inc.
This D&B Country RiskLine Report will help you analyze the risks, opportunities and likely payment delays when doing business in this country. It includes ...
See all reports like this >>
Related Markets
CRM Reports
- Western European Vertical Markets, CRM Applications Spending Forecast, 2010–2015
- Global SaaS-based Customer Relationship Management Software Market 2011-2014
- Healarium Private Vendor Watchlist Profile: A CRM-Like Health and Wellness Management System
- Global Customer Relationship Management Software Market 2011-2014
- LogNet Systems Private Vendor Watchlist Profile: Multiple-Play Customer Care and Billing Solution
