Global Contact Center Outsourcing Category - Procurement Market Intelligence Report
About Contact Center Outsourcing Market
According to industry experts, the need to improve business processes in terms of expertise, cost, flexibility, quality and speed, and multi-channel strategy to provide 24/7 customer support is driving the market growth.
Covered in this report
The report provides actionable insights to improve source-to-contract cycle performance in the contact center outsourcing market. It helps sourcing professionals formulate better category strategies, enhance savings, understand supplier and market challenges, and implement sourcing best practices.
SpendEdge’s report, Contact Center Outsourcing Market, provides up-to-date information about market shifts and potential risks, as well as in-depth knowledge of products and services, which can help in planning and executing category management activities. It focuses on the cost-saving aspects of procurement and on providing insights that can lead to optimization of category spend.
Category driver
- Growth in demand from buyers to deliver high levels of customer satisfaction
- For a full, detailed list, view our report
- Mishandling of sensitive data
- For a full, detailed list, view our report
- Adopting integrated project delivery
- For a full, detailed list, view our report
- What are the market dynamics?
- What are the key market trends?
- What are the category growth drivers ?
- What are the constraints to category growth?
- Who are the suppliers in this market?
- What are the demand-supply shifts?
- What are the major category requirements?
- What are the procurement best practices in this market?
Press Release
SpendEdge Announces the Publication of its Procurement Research Report – Global Contact Center Outsourcing Market Procurement Market Intelligence Report 2017-2021
SpendEdge recognizes the following companies as the key suppliers in the Global Contact Center Outsourcing Market:
- Teleperformance
- Convergys
- Xerox
- Concentrix
- TeleTech
According to the report, growth in demand from buyers to deliver high levels of customer satisfaction is one of the key reason driving the growth of the overall contact center outsourcing market.
Further, the report states that mishandling of sensititive data tends to be a major challenge in this market.
- PART 1: SUMMARY
- Research Objectives and Methodology
- Category Definition
- PART 2: CATEGORY AT A GLANCE
- Market Overview
- Category Maturity by Regions
- Preferred Procurement Models and Major Service Providers
- Cost-saving Opportunities
- Major Category Requirements
- Major Procurement Pain Points
- PART 3: MARKET INSIGHTS
- Category Spend Analysis
- Demand-Supply Shifts
- Regional Demand-Supply Snapshot
- Key Market Developments
- Regional Impact of Trends
- Key Category Growth Drivers and Corresponding Regional Impacts
- Major Category Growth Constraints and Corresponding Regional Impacts
- Procurement Best Practices
- History of Innovation
- Key Current Technological Innovations
- Major Regulatory Frameworks
- Strategic Sustainability Practices
- Porter’s Five Forces
- SWOT Analysis
- PESTLE Analysis
- PART 4: SUPPLY MARKET INSIGHTS
- Supplier Operational Capability Matrix
- Regional Supplier Operational Capability Matrix
- Supplier Functional Capability Matrix
- Regional Supplier Functional Capability Matrix
- Key Clients
- Supplier Cost Breakup
- Supplier Positioning Matrix
- Supplier Selection Criteria
- PART 5: PRICING INSIGHTS
- Pricing Models Snapshot
- Pricing Model Pros and Cons
- Indicative Pricing
- Category Negotiation Strategies
- PART 6: CATEGORY ESSENTIALS
- SLA Terms
- Supplier Evaluation Criteria
- Category Risk Analysis
- Category Sourcing Evolution Matrix
- PART 7: TOP FIVE SUPPLIERS
- Teleperformance
- Convergys
- Xerox
- Concentrix
- TeleTech
- PART 8: APPENDIX
- Glossary
- Key Notes
- About Us
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