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Trends in Offshore Contact Center Services Market

Published by: Everest Research Institute

Published: Feb. 18, 2008 - 63 Pages


Table of Contents


Section I: Summary of key messages

Section II: Market overview

Market definition

Size, growth, and maturity

Key market challenges

Section III: Perspectives on market evolution

Transformation of value proposition

Key enablers of transformation

Section IV: Supply-side trends

Key supplier developments

Location considerations

Section V: Implications for key stakeholders

Implications for buyers

Implications for suppliers

Appendix

Appendix A: Key supplier profiles

Appendix B: Glossary of terms

Appendix C: Additional research recommendations

Abstract

This report provides an overview of current and emerging trends in the contact center services market, with an emphasis on offshoring. The report outlines the emerging shift from Contact Center Outsourcing (CCO) to Customer Management Outsourcing (CMO) including drivers and potential impact on the market. It details current and emerging delivery locations including costs, capabilities and risks, and trade-offs that need to be considered while evaluating contact center locations.

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