Outsourced Customer Care: how best to meet shifting investor needs (Strategy Focus)

Published by: Datamonitor

Published: Jun. 7, 2007 - 13 Pages

Table of Contents

DATAMONITOR VIEW

CATALYST

SUMMARY

ANALYSIS

In-house customer care services face multiple pain points

Cost constraints

Quality interactions

Product / Service Overload

New revenue generation

However, the global customer care market continues to grow

Global analysis

Regional analysis

Outsourcing is an attractive option for inbound customer care investors

Lower overheads

Professionalism

Capacity flexibility

Traditional and new solutions will win outsourcers new inbound customer care business

Concentrate on the investor's core business needs

Emphasize cost reduction abilities

Profit center migration

Examine the viability of commercialization

Agent recruitment

Leverage CRM technologies to cross-sell / upsell

Emphasize commercial abilities but not at the expense of customer service

APPENDIX

Methodology

Further reading

How to profit in a multifunctional outsourcing environment (Strategy Focus) - BFTC1746

Ask the analyst

Datamonitor consulting

Disclaimer

List of Tables

Table 1: Global customer care market size (APs), 2006 - 2012

Table 2: Regional breakout of customer care APs, 2006 - 2012

Table 3: Selected examples of cross-selling / upselling by contact center agents

List of Figures

Figure 1: Pain points faced by in-house customer care investors

Figure 2: Global customer care market size (APs), 2006 - 2012

Figure 3: Regional breakout of customer care APs, 2006 - 2012

Figure 4: Prioritization during a customer care call

Abstract

Introduction

A study on the future of third-party customer care, its current pain points and the best ways for outsourcers to make sure evolving investor requirements are satisfied. Market sizing and projections are also included.

Scope

An analysis of the pain points experienced by in-house contact center customer care investors

Market sizing for the current and future outsourced customer care sector

An analysis of the drivers for outsourced customer care

Strategies for contact outsourcers to increase their customer care revenues

Highlights

There are significant pain points currently faced by in-house customer care contact center investors, mainly revolving around cost, quality assurance and lack of new revenues

The outsourced customer care sector will grow through the coming 5 years, as investors look to enhance end-user interactions and reduce overhead expenses

Datamonitor provides several strategies that outsourcers can use in order to win new business from firms looking to provide high-quality and cost effective contact center-based customer care

Reasons to Purchase

Learn about the challenges facing in-house customer care

Understand how the contact center outsourcing market will grow globally and regionally

Develop an understanding of how outsourcers can use specific strategies to win new business from companies looking to undertake customer care

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