Mature Vertical Markets - profiting from established contact center outsourcing investors (Strategy Focus)

Published by: Datamonitor

Published: Mar. 20, 2007 - 13 Pages

Table of Contents

DATAMONITOR VIEW

CATALYST

SUMMARY

METHODOLOGY

ANALYSIS

Mature vertical markets continue outsourcing but growth will slow

Mature contact center outsourcing - total market size

Mature market contact center outsourcing - vertical breakout

Pricing and quality issues will dominate telco outsourcing investment decisions

Segment telco prospects into distinct markets

Provide telcos with diversified location strategies

Cross-sell / upsell capabilities

Emphasize integration services

Financial services outsourcing wins will be based on data protection and cost

Recognize the diversity of the financial services sector

Emphasize data protection capabilities

Offer flexible location strategies

Leverage self-service options

Technology manufacturers need outsourcing partners that are cost and culture sensitive

Ensure services are price-sensitive

Emphasize staff quality

Understand the differences among technology clients

Retail channel diversification means new investment opportunities

Emphasize cost savings

Attack emerging retail channels

APPENDIX

Further reading

Ask the analyst

List of Tables

Table 1: Total market size: mature vertical outsourcing markets, 2006 - 2012

List of Figures

Figure 1: Total market size: mature vertical outsourcing markets, 2006 - 2012

Figure 2: Breakout of mature outsourcing verticals, 2006 - 2012

Figure 3: Total number of online shoppers in the UK, 1998 - 2005

Abstract

Introduction

Contact center outsourcing has long been a tool used by many verticals in lowering overheads while at the same time increasing end-user satisfaction. This brief will provide insight into what investors are looking for in a partner and how outsourcers can profit over the long-term from these steady markets.

Scope

• A comprehensive market size of mature vertical markets investing in contact center outsourcing.
• An analysis of the pain points facing these verticals.
• A description of what outsourcers need to do in order to win business from prospects in these verticals

Highlights

Mature vertical markets will continue to invest in contact center outsourcing through 2012 Financial services and telcos will remain the two largest single customers for these services Retail and technology investors will also augment their investment in contact center outsourcing, based on a number of commercial pain points

Reasons to Purchase

• Learn about how to win business from mature vertical investors.
• Understand the commercial pain points experienced by mature vertical markets.
• Determine the market sizes associated with investment by mature verticals in contact center outsourcing

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