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The Future of Vertical Investment in Contact Center Outsourcing (Review Report)

Published by: Datamonitor

Published: Mar. 27, 2007 - 77 Pages


Table of Contents


DATAMONITOR VIEW
CATALYST
SUMMARY
METHODOLOGY
EXECUTIVE SUMMARY
Introduction
Regional Variances in Vertical Outsourcing (Market Focus)
Mature Vertical Markets - Profiting from Established Contact Center Outsourcing (Strategy Focus)
Emerging Outsourcing Customers - How To Attack New Industry Customers (Strategy Focus)
Trends in Vertical Contact Center Outsourcing Investment (Databook)
REGIONAL VARIANCES IN VERTICAL OUTSOURCING (MARKET FOCUS)
Summary
North American vertical investment will be consistent across the region
Geographic split
North American emerging markets - potential in health care and government
North American mature markets - growth in US financial services
North American mature markets - growth in US financial services
EMEA's diverse nature means varied degrees of vertical investment
Geographic split
EMEA emerging markets - consistent levels of investment
EMEA mature markets - opportunities in financial services and manufacturing
APAC - domestic economic growth means diversified vertical investment
Geographic split
APAC emerging markets - growth across the region
APAC mature markets - new growth in manufacturing and retail
New realities mean new vertical offshore investment in CALA
Geographic split
CALA emerging markets - revenue potential in health care and travel & tourism
CALA mature markets - possibilities in manufacturing, financial services and retail
MATURE VERTICAL MARKETS - PROFITING FROM ESTABLISHED CONTACT CENTER OUTSOURCING (STRATEGY FOCUS)
Summary
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
EMERGING OUTSOURCING CUSTOMERS - HOW TO ATTACK NEW INDUSTRY CUSTOMERS (STRATEGY FOCUS)
Summary
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
TRENDS IN VERTICAL CONTACT CENTER OUTSOURCING INVESTMENT (DATABOOK)
Introduction
Vertical contact center outsourcing trends in Canada, 2006 - 2012
Vertical contact center outsourcing trends in the USA, 2006 - 2012
Vertical contact center outsourcing trends in Western Europe, 2006 - 2012
Vertical contact center outsourcing trends in Central & Eastern Europe, 2006 - 2012
Vertical contact center outsourcing trends in North Africa, 2006 - 2012
Vertical contact center outsourcing trends in Sub-Saharan Africa, 2006 - 2012
Vertical contact center outsourcing trends in India, 2006 - 2012
Vertical contact center outsourcing trends in the Philippines, 2006 - 2012
Vertical contact center outsourcing trends in China, 2006 - 2012
Vertical contact center outsourcing trends in Malaysia, 2006 - 2012
Vertical contact center outsourcing trends in Australia / New Zealand, 2006 - 2012
Vertical contact center outsourcing trends in Mexico, 2006 - 2012
Vertical contact center outsourcing trends in South America, 2006 - 2012
Vertical contact center outsourcing trends in Central America, 2006 - 2012
APPENDIX
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List of Tables


Table 1: Emerging North American vertical investment in contact center outsourcing services, 2005 - 2012
Table 2: Mature North American vertical investment in contact center outsourcing services, 2005 - 2012
Table 3: Emerging EMEA vertical investment in contact center outsourcing services, 2005 - 2012
Table 4: Mature EMEA vertical investment in contact center outsourcing services, 2005 - 2012
Table 5: Emerging APAC vertical investment in contact center outsourcing services, 2005 - 2012
Table 6: Mature APAC vertical investment in contact center outsourcing services, 2005 - 2012
Table 7: Emerging CALA vertical investment in contact center outsourcing services, 2005 - 2012
Table 8: Emerging CALA vertical investment in contact center outsourcing services, 2005 - 2012
Table 9: Total market size: mature vertical outsourcing markets, 2006 - 2012
Table 10: Total market size: emerging vertical outsourcing investors, 2006 - 2012
Table 11: Vertical contact center outsourcing trends in Canada, 2006 - 2012
Table 12: Vertical contact center outsourcing trends in the USA, 2006 - 2012
Table 13: Vertical contact center outsourcing trends in Western Europe, 2006 - 2012
Table 14: Vertical contact center outsourcing trends in Central & Eastern Europe, 2006 - 2012
Table 15: Vertical contact center outsourcing trends in North Africa, 2006 - 2012
Table 16: Vertical contact center outsourcing trends in Sub-Saharan Africa, 2006 - 2012
Table 17: Vertical contact center outsourcing trends in India, 2006 - 2012
Table 18: Vertical contact center outsourcing trends in the Philippines, 2006 - 2012
Table 19: Vertical contact center outsourcing trends in China, 2006 - 2012
Table 20: Vertical contact center outsourcing trends in Malaysia, 2006 - 2012
Table 21: Vertical contact center outsourcing trends in Australia / New Zealand, 2006 - 2012
Table 22: Vertical contact center outsourcing trends in Mexico, 2006 - 2012
Table 23: Vertical contact center outsourcing trends in South America, 2006 - 2012
Table 24: Vertical contact center outsourcing trends in Central America, 2006 - 2012


List of Figures


Figure 1: Emerging North American vertical investment in contact center outsourcing services, 2005 - 2012
Figure 2: Mature North American vertical investment in contact center outsourcing services, 2005 - 2012
Figure 3: Emerging EMEA vertical investment in contact center outsourcing services, 2005 - 2012
Figure 4: Mature EMEA vertical investment in contact center outsourcing services, 2005 - 2012
Figure 5: Emerging APAC vertical investment in contact center outsourcing services, 2005 - 2012
Figure 6: Mature APAC vertical investment in contact center outsourcing services, 2005 - 2012
Figure 7: Emerging CALA vertical investment in contact center outsourcing services, 2005 - 2012
Figure 8: Emerging CALA vertical investment in contact center outsourcing services, 2005 - 2012
Figure 9: Total market size: mature vertical outsourcing markets, 2006 - 2012
Figure 10: Breakout of mature outsourcing verticals, 2006 - 2012
Figure 11: Total number of online shoppers in the UK, 1998 - 2005
Figure 12: Total market size: emerging vertical outsourcing investors, 2006 - 2012
Figure 13: Breakout of emerging vertical outsourcing investors, 2006 - 2012
Figure 14: Vertical contact center outsourcing trends in Canada, 2006 - 2012
Figure 15: Vertical contact center outsourcing trends in the USA, 2006 - 2012
Figure 16: Vertical contact center outsourcing trends in Western Europe, 2006 - 2012
Figure 17: Vertical contact center outsourcing trends in Central & Eastern Europe, 2006 - 2012
Figure 18: Vertical contact center outsourcing trends in North Africa, 2006 - 2012
Figure 19: Vertical contact center outsourcing trends in Sub-Saharan Africa, 2006 - 2012
Figure 20: Vertical contact center outsourcing trends in India, 2006 - 2012
Figure 21: Vertical contact center outsourcing trends in the Philippines, 2006 - 2012
Figure 22: Vertical contact center outsourcing trends in China, 2006 - 2012
Figure 23: Vertical contact center outsourcing trends in Malaysia, 2006 - 2012
Figure 24: Vertical contact center outsourcing trends in Australia / New Zealand, 2006 - 2012
Figure 25: Vertical contact center outsourcing trends in Mexico, 2006 - 2012
Figure 26: Vertical contact center outsourcing trends in South America, 2006 - 2012
Figure 27: Vertical contact center outsourcing trends in Central America, 2006 - 2012

Abstract

Introduction

This report analyzes vertical outsourcing trends from the standpoint of contact centers, and provides the reader with insight in how to profit from both emerging and mature segments. It also looks at regional variance and provides strategies on how to develop a global strategy designed for one or more verticals.Scope

Overview of regional variances in contact center vertical outsourcing A discussion of mature vertical markets and their needs in contact center outsourcing A discussion of emerging vertical markets and their needs in contact center outsourcing A quantitative overview of the global and regional contact center outsourcing landscape from the standpoint of vertical investmentHighlights

The regional and global growth in vertical contact center outsourcing Market pain points being felt by players in emerging and mature verticals that can be captured by contact center outsourcersReasons to Purchase

Learn about how contact center outsourcing will shift in vertical adoption Understand the key strategies needed to win outsourcing business from niche industries Gain knowledge on the evolution of vertical-based contact center outsourcing

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