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Horizontal Contact Center Outsourcing Trends to 2012 (Review Report)

Published by: Datamonitor

Published: Jul. 9, 2007 - 83 Pages


Table of Contents


Overview
Catalyst
Summary
Methodology
Executive Summary
Introduction
Sales & Marketing - Is there a future for outsourced outbound calling? (Market Focus)
Outsourced customer care - how best to meet shifting investor needs (Strategy Focus)
How to profit in a multifunctional outsourcing environment (Strategy Focus)
Contact center outsourcing functionality - trends to 2012 (Databook)
Table of Contents
Table of figures
Table of tables
Sales & marketing: is there a future for outsourced outbound calling?
Summary
Outbound calling faces more challenges than ever
Consumer hostility
Legislative challenges
High costs
Poor quality perception
However, outsourced outbound calling is set to increase
Global analysis
Regional analysis
Outsourced outbound investors need savings, quality and commercial opportunities
Cost savings
Professional approach
Increased commercial opportunities
Outsourcers can leverage a number of strategies to increase outbound revenues
Emphasize professional nature of services to prospective investors
Show real cost savings
Emphasize abilities in value-added services
Warm-calling
Debt collection
Charity work
Political contracts
outsourced customer care: how best to meet shifting investor needs (Strategy Focus)
Summary
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
how to profit in a multifunctional outsourcing environment (strategy Focus)
Summary
The importance of internal capabilities and exogenous factors
Horizontal market dynamics
Geographic and vertical opportunity identification
Internal suitability
Geographic & vertical markets and their impact on long-term opportunity
Geographic growth patterns
North America
Western Europe
Eastern Europe, Middle East and Africa
APAC
CALA
Vertical opportunities
Functional dynamics can pose obstacles or opportunity
Customer service
Marketing & sales
Technical support
B2E
Internal operations impact long-term horizontal strategies
Agent sophistication
Technology capabilities
Offshore / onshore mix
Outsourcer's horizontal pedigree
contact center outsourcing functionality - trends to 2012 (Databook)
Introduction
Introduction
Canadian horizontal contact center outsourcing, 2006 - 2012
US horizontal contact center outsourcing, 2006 - 2012
Benelux horizontal contact center outsourcing, 2006 - 2012
Bulgaria horizontal contact center outsourcing, 2006 - 2012
Czech Republic horizontal contact center outsourcing, 2006 - 2012
Egyptian horizontal contact center outsourcing, 2006 - 2012
Estonian horizontal contact center outsourcing, 2006 - 2012
French horizontal contact center outsourcing, 2006 - 2012
German horizontal contact center outsourcing, 2006 - 2012
Hungarian horizontal contact center outsourcing, 2006 - 2012
Italian horizontal contact center outsourcing, 2006 - 2012
Kenyan horizontal contact center outsourcing, 2006 - 2012
Latvian horizontal contact center outsourcing, 2006 - 2012
Lithuanian horizontal contact center outsourcing, 2006 - 2012
Moroccan horizontal contact center outsourcing, 2006 - 2012
Polish horizontal contact center outsourcing, 2006 - 2012
Romanian horizontal contact center outsourcing, 2006 - 2012
Russian horizontal contact center outsourcing, 2006 - 2012
South African horizontal contact center outsourcing, 2006 - 2012
Spanish horizontal contact center outsourcing, 2006 - 2012
Tunisian horizontal contact center outsourcing, 2006 - 2012
UK horizontal contact center outsourcing, 2006 - 2012
Australian horizontal contact center outsourcing, 2006 - 2012
Chinese horizontal contact center outsourcing, 2006 - 2012
Indian horizontal contact center outsourcing, 2006 - 2012
Malaysian horizontal contact center outsourcing, 2006 - 2012
New Zealand horizontal contact center outsourcing, 2006 - 2012
Philippine horizontal contact center outsourcing, 2006 - 2012
Argentine horizontal contact center outsourcing, 2006 - 2012
Brazilian horizontal contact center outsourcing, 2006 - 2012
Chilean horizontal contact center outsourcing, 2006 - 2012
Costa Rican horizontal contact center outsourcing, 2006 - 2012
Mexican horizontal contact center outsourcing, 2006 - 2012
Panamanian horizontal contact center outsourcing, 2006 - 2012
APPENDIX
Methodology
Further reading
Ask the analyst
Datamonitor consulting
Disclaimer
List of Tables
Table 1: Global APs in outbound sales & marketing functions, 2006 - 2012
Table 2: Global customer care market size (APs), 2006 - 2012
Table 3: Regional breakout of customer care APs, 2006 - 2012
Table 4: Selected examples of cross-selling / upselling by contact center agents
Table 5: Vertical opportunities by horizontal outsourced contact center functions - mature industries
Table 6: Vertical opportunities by horizontal outsourced contact center functions - emerging industries
Table 7: Canadian horizontal contact center outsourcing, 2006 - 2012
Table 8: US horizontal contact center outsourcing, 2006 - 2012
Table 9: Benelux horizontal contact center outsourcing, 2006 - 2012
Table 10: Bulgarian horizontal contact center outsourcing, 2006 - 2012
Table 11: Czech Republic horizontal contact center outsourcing, 2006 - 2012
Table 12: Egyptian horizontal contact center outsourcing, 2006 - 2012
Table 13: Estonian horizontal contact center outsourcing, 2006 - 2012
Table 14: French horizontal contact center outsourcing, 2006 - 2012
Table 15: German horizontal contact center outsourcing, 2006 - 2012
Table 16: Hungarian horizontal contact center outsourcing, 2006 - 2012
Table 17: Italian horizontal contact center outsourcing, 2006 - 2012
Table 18: Kenyan horizontal contact center outsourcing, 2006 - 2012
Table 19: Latvian horizontal contact center outsourcing, 2006 - 2012
Table 20: Lithuanian horizontal contact center outsourcing, 2006 - 2012
Table 21: Moroccan horizontal contact center outsourcing, 2006 - 2012
Table 22: Polish horizontal contact center outsourcing, 2006 - 2012
Table 23: Romanian horizontal contact center outsourcing, 2006 - 2012
Table 24: Russian horizontal contact center outsourcing, 2006 - 2012
Table 25: South African horizontal contact center outsourcing, 2006 - 2012
Table 26: Spanish horizontal contact center outsourcing, 2006 - 2012
Table 27: Tunisian horizontal contact center outsourcing, 2006 - 2012
Table 28: UK horizontal contact center outsourcing, 2006 - 2012
Table 29: Australian horizontal contact center outsourcing, 2006 - 2012
Table 30: Chinese horizontal contact center outsourcing, 2006 - 2012
Table 31: Indian horizontal contact center outsourcing, 2006 - 2012
Table 32: Malaysian horizontal contact center outsourcing, 2006 - 2012
Table 33: New Zealand horizontal contact center outsourcing, 2006 - 2012
Table 34: Philippine horizontal contact center outsourcing, 2006 - 2012
Table 35: Argentine horizontal contact center outsourcing, 2006 - 2012
Table 36: Brazilian horizontal contact center outsourcing, 2006 - 2012
Table 37: Chilean horizontal contact center outsourcing, 2006 - 2012
Table 38: Costa Rican horizontal contact center outsourcing, 2006 - 2012
Table 39: Mexican horizontal contact center outsourcing, 2006 - 2012
Table 40: Panamanian horizontal contact center outsourcing, 2006 - 2012
List of Figures
Figure 1: Key challenges faced in outbound calling
Figure 2: Global APs in outbound sales & marketing functions, 2006 - 2012
Figure 3: Regional breakout of sales & marketing outbound APs, 2006 - 2012
Figure 4: Key motivators influencing outbound outsourcing investment decisions
Figure 5: Outbound strategic differentiators in outbound calling
Figure 6: Outstanding US consumer credit, 2002 - 2006
Figure 7: Pain points faced by in-house customer care investors
Figure 8: Global customer care market size (APs), 2006 - 2012
Figure 9: Regional breakout of customer care APs, 2006 - 2012
Figure 10: Prioritization during a customer care call
Figure 11: Internal and exogenous considerations impacting horizontal contact center outsourcing strategies
Figure 12: Worldwide outsourced contact center functional growth patterns, 2006 - 2012
Figure 13: Internal capability parameter assessment for horizontal contact center outsourcing
Figure 14: Outsourced contact center wages by horizontal function, 2006
Figure 15: Canadian horizontal contact center outsourcing, 2006 - 2012
Figure 16: US horizontal contact center outsourcing, 2006 - 2012
Figure 17: Benelux horizontal contact center outsourcing, 2006 - 2012
Figure 18: Bulgarian horizontal contact center outsourcing, 2006 - 2012
Figure 19: Czech Republic horizontal contact center outsourcing, 2006 - 2012
Figure 20: Egyptian horizontal contact center outsourcing, 2006 - 2012
Figure 21: Estonian horizontal contact center outsourcing, 2006 - 2012
Figure 22: French horizontal contact center outsourcing, 2006 - 2012
Figure 23: German horizontal contact center outsourcing, 2006 - 2012
Figure 24: Hungarian horizontal contact center outsourcing, 2006 - 2012
Figure 25: Italian horizontal contact center outsourcing, 2006 - 2012
Figure 26: Kenyan horizontal contact center outsourcing, 2006 - 2012
Figure 27: Latvian horizontal contact center outsourcing, 2006 - 2012
Figure 28: Lithuanian horizontal contact center outsourcing, 2006 - 2012
Figure 29: Moroccan horizontal contact center outsourcing, 2006 - 2012
Figure 30: Polish horizontal contact center outsourcing, 2006 - 2012
Figure 31: Romanian horizontal contact center outsourcing, 2006 - 2012
Figure 32: Russian horizontal contact center outsourcing, 2006 - 2012
Figure 33: South African horizontal contact center outsourcing, 2006 - 2012
Figure 34: Spanish horizontal contact center outsourcing, 2006 - 2012
Figure 35: Tunisian horizontal contact center outsourcing, 2006 - 2012
Figure 36: UK horizontal contact center outsourcing, 2006 - 2012
Figure 37: Australian horizontal contact center outsourcing, 2006 - 2012
Figure 38: Chinese horizontal contact center outsourcing, 2006 - 2012
Figure 39: Indian horizontal contact center outsourcing, 2006 - 2012
Figure 40: Malaysian horizontal contact center outsourcing, 2006 - 2012
Figure 41: New Zealand horizontal contact center outsourcing, 2006 - 2012
Figure 42: Philippine horizontal contact center outsourcing, 2006 - 2012
Figure 43: Argentine horizontal contact center outsourcing, 2006 - 2012
Figure 44: Brazilian horizontal contact center outsourcing, 2006 - 2012
Figure 45: Chilean horizontal contact center outsourcing, 2006 - 2012
Figure 46: Costa Rican horizontal contact center outsourcing, 2006 - 2012
Figure 47: Mexican horizontal contact center outsourcing, 2006 - 2012
Figure 48: Panamanian horizontal contact center outsourcing, 2006 - 2012

Abstract

Introduction

This report analyzes horizontal outsourcing trends from the standpoint of contact centers. It also provides a statistical overview of the industry by major outsourcing market.

Scope

  • Overview of regional variances in contact center functional outsourcing
  • In-depth analysis of the future of inbound customer services and outbound marketing & sales
  • Strategic recommendations related to developing an optimal horizontal service mix


    • Highlights

    Market pain points being felt by vendors in the inbound and outbound contact center space

    Strategic opportunities related to vertical and geographic markets

    Insight into developing an optimal horizontal function market mix

    Reasons to Purchase

  • Learn about the future of outbound marketing sales contact center outsourcing
  • Understand how to migrate an inbound customer service center into a profit-making enterprise
  • Gain insight into the dynamics of each outsourced contact center horizontal function


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