Emerging Outsourcing Verticals - how to attack new industry customers (Strategy Focus)

Published by: Datamonitor

Published: Mar. 22, 2007 - 13 Pages

Table of Contents

DATAMONITOR VIEW

CATALYST

SUMMARY

METHODOLOGY

ANALYSIS

New verticals will continue to invest in contact center outsourcing

Emerging vertical outsourcing investors - total market

Emerging vertical outsourcing investors - breakout

New commercial realities mean opportunities in travel & hospitality

Concentrate on price sensitivity

Focus on commercialization

Look for new opportunities driven by new contact channels

Hotels may be the source of hidden value

Health care outsourcing remains complex but potentially profitable

Emphasize customer service levels

Provide automated service options

Partner with existing health care non-CC BPO providers

Sell offshore as a niche solution

Public sector outsourcing is an open market for outsourcers

Emphasize agent quality / cost relationship

Engage government procurement specialists

Target key government agencies for outsourcing business

Embrace E-government opportunities

Changing utilities markets mean need for outsourced customer service

Emphasize opportunities to build customer satisfaction

Cost management potential

Product / service integration services

APPENDIX

Further reading

Ask the analyst

List of Tables

Table 1: Total market size: emerging vertical outsourcing investors, 2006 - 2012

List of Figures

Figure 1: Total market size: emerging vertical outsourcing investors, 2006 - 2012

Figure 2: Breakout of emerging vertical outsourcing investors, 2006 - 2012

Abstract

Introduction

Contact center outsourcers are now faced with a multitude of new prospects from late-adopting verticals. This brief provides the insight needed to help outsourcers learn what new industrial clients are emerging and how best to service their unique and diverse needs.

Scope

• A discussion of the market size for emerging verticals investing in contact center outsourcing.
• An overview of the proportionate split among emerging verticals and their individual rates of adoption of contact center outsourcing.
• The key business pain points facing emerging verticals looking at investing in contact center outsourcing.
• Strategies outsourcing vendors can follow to win business from emerging verticals

Highlights

Emerging verticals are expected to continue their rapid adoption of contact center outsourcing services through 2012 The largest individual markets will be travel & hospitality, utilities and the public sector Success in each of these verticals will be dependent on tailoring specific strategies for individual verticals

Reasons to Purchase

• Learn about the potential growth of emerging verticals in the space of contact center outsourcing
• Understand the main pain points being felt by emerging verticals
• Develop a knowledge of the best way for vendors to take advantage of these pain points when looking to emerging markets for revenue

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