The Call Center Outsourcing Outlook

Developing opportunities in a commodity market

Publication Date	February 2005
Publisher	Business Insights
Product Type	Report
Pages	156
ISBN Number	not applicable
Product Code	RBI00097

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Summary

The call center outsourcing market is a fast, maturing industry that many people now regard as a commodity business, 'The Call Center Outsourcing Market Outlook: Developing opportunities in a commodity market' is a technology management report that will help outsourcing service providers to identify growth opportunities and develop strategies to successfully target them. This report provides in-depth analysis of key market drivers and inhibitors and forecasts to 2008 by region and vertical industry. The competitive landscape is examined in detail including the strengths of key vendors, and strategies for growth including new destinations, expanded service portfolios, evolving pricing models, offshore and near shore, and the emergence of the 'quality sell'.

Content

Executive summary
- Key drivers
- The EMEA call center outsourcing market
- The US call center outsourcing market
- Offshore outsourcing: India not the only destination
- Call center outsourcing services
- Competitive advantage: succeeding in a commodity market
Chapter 1 Introduction
- What is this report about
- Who is the target reader
- Definitions
- Agent position (AP)
- ASP (application service provider)
- Call center
- Contact center
- CRM
- IP-architected call center
- Multimedia contact center
- Outsourcing
Chapter 2 Key drivers
- Summary
- Why outsource?
- Vendor recommendations
- What should I look for in an outsourcer?
- Key future trends
Chapter 3 The EMEA call center outsourcing market
- Summary
- Market sizing
- Outsourced APs in EMEA
- Country insight
- Outsourcing traffic
- Inbound and outbound traffic
- Vertical focus
- Introduction
- Communications
- Propensity to outsource
- Distribution and wholesale
- Propensity to outsource
- Entertainment, media and leisure
- Propensity to outsource
- Financial services
- Propensity to outsource
- Healthcare
- Propensity to outsource
- Manufacturing
- Propensity to outsource
- Public sector
- Propensity to outsource
- Retail
- Propensity to outsource
- Technology
- Propensity to outsource
- Travel and tourism
- Propensity to outsource
- Utilities
- Propensity to outsource
- Competitive dynamics
- Traditional outsourcing competitors
- Non-traditional competitors
- Strategic recommendations
Chapter 4 The US call center outsourcing market
- Summary
- Market sizing
- Country insight
- Impact of the TSR on outsourcers
- Outsourcing traffic
- Inbound activity will increase as a proportion of total call center activity
- Impediments to outsourcing growth in the US
- Vertical focus
- Introduction
- Communications
- Education
- Entertainment
- Financial services
- Retail banking
- Insurance
- Investments and securities
- Healthcare and pharmaceutical
- Manufacturing
- Public sector
- Federal government
- State and local government
- Retail
- Technology
- Transport and logistics
- Travel and tourism
- Utilities
- Other vertical markets
- Competitive dynamics
- Systems integrators
- Outsourcing providers
- Strategic recommendations
- Adding more value-add services
- Penetrating new vertical markets
- Use technology as a competitive differentiator
- Establish a global network of call centers in offshore/near shore locations
Chapter 5 Offshore outsourcing: India not the only destination
- Summary
- Introduction
- Definitions
- Near shore
- Offshore
- The evolution of offshore and near shore outsourcing
- Moving from capital expenditure to operational expenditure
- More demand for multilingual services
- Demand is growing and shifting eastward
- Specific country requirements
- US
- UK
- France
- Germany
- Rest of Europe
- Barriers to off shoring
- 'Losing' control
- The distance issue
- Cultural affinity
- Quality of service
- Offshore outsourcing strategies
- Offshore destinations
- The language barrier
- Dutch-speaking markets
- English-speaking markets
- French-speaking markets
- German-speaking markets
- Italian-speaking markets
- Spanish-speaking markets
- Profile of the Americas region
- Latin America
- Canada
- Profile of the Central & Eastern Europe (CEE) region
- Hungary
- Poland
- Baltic States
- Czech Republic
- Profile of the Middle East & Africa (MEA) region
- Morocco and Tunisia (North Africa)
- South Africa
- Turkey
- Profile of the APAC region
- India
- Philippines
- Malaysia
- Others
- Future implications of offshore outsourcing
- One-stop shop for end-to-end BPO
- The shadow infrastructure
- Offshore vs. onshore
- Recommendations for vendors
- The quality sell
- Quality agents
- Quality processes
- Refine sales approach
- Carve a niche and partner for success
- Allay customers' fears
Chapter 6 Call center outsourcing services
- Summary
- What should you outsource?
- Inbound customer care
- Inbound sales
- Inbound technical support
- Outbound cold calling
- Outbound warm calling
- Outbound customer service call-back
- Outbound collections
- New Internet channels
- Vendor strategies
- Expanding service portfolios
- New services
- New delivery models
- Evolving pricing models
- Risk / reward sharing
- Efficiency sharing pricing models
Chapter 7 Competitive advantage:
- succeeding in a commodity market
- Summary
- Introduction
- The bigger picture
- Full service providers (FSPs)
- IT service providers
- Systems integrators
- Telcos
- Telcos with their own outsourcing facilities
- Telcos without their own outsourcing facilities
- Offshore and near shore specialists
- Technology vendors
- Strategic recommendations
- New business generation
- Delivering best practice
- Back office and front office
- Understanding customer concerns
- Procuring outsourcing
- Brand impact
- Managing risk
- Addressing regulatory requirements
- Focus on the Sarbanes-Oxley Act
- Focus on the Basel II accord
- Focus on data protection
- Future market outlook
Chapter 8 Key vendors
- Competitive landscape
- The comfort factor
- Competitive strengths of call center outsourcing vendors
- Accenture
- Service differentiation
- Capgemini
- Service differentiation
- CSC
- Service differentiation
- EDS
- Service differentiation
- HP with BT
- Service differentiation
- IBM Global Services
- Service differentiation
- ICICI-OneSource
- Service differentiation
- Wipro Spectramind
- Service differentiation
- Index
List of Figures
- Figure 3.1: In-house and outsourced APs in EMEA, 2002 - 2007
- Figure 3.2: The EMEA call center solar system
- Figure 3.3: Summary of call handling functions
- Figure 3.4: Outsourced APs in EMEA by vertical market
- Figure 4.5: Proportion of APs in the US, 2003-2008
- Figure 4.6: Vertical market comparison, 2003
- Figure 5.7: Barriers to offshore outsourcing
- Figure 5.8: Risk and reward matrix - the Americas region
- Figure 5.9: Canadian outsourced and in-house APs serving the US market
- Figure 5.10: Risk and reward matrix - CEE region
- Figure 5.11: Risk and reward matrix - MEA region
- Figure 5.12: Risk and reward matrix - Asia Pacific region
- Figure 5.13: Offshore outsourced APs are a threat to onshore outsourced APs
- Figure 7.14: Service offerings: how the pieces fit together
- Figure 8.15: Comparison of profiled vendors' service delivery focus
List of Tables
- Table 2.1: Important factors when outsourcing, by country (EMEA)
- Table 5.2: Main offshore and near shore outsourcing locations for the major outsourcing customer markets