The Offshore and Nearshore Outsourcing Outlook

Key locations, outsourcing models and the leading players

Publication Date	July 2005
Publisher	Business Insights
Product Type	Report
Pages	126
ISBN Number	not applicable
Product Code	RBI00092

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Summary

The success of the Indian offshore outsourcing market over the past five years has proven that regardless of location, IT services providers can sell world-class services to major companies across the globe. As a result, there has been a boom in offshore and nearshore outsourcing delivery. The Offshore and Nearshore Outsourcing Outlook: Key locations, outsourcing models and the leading players is a report that analyzes the drivers and inhibitors of offshore and nearshore outsourcing, comparing the pros and cons of each and outlining the strengths and weaknesses of the most significant global outsourcing locations. This report analyzes nearshore locations for Europe and the US by country and profiles the world's 10 most influential offshore service providers. It also provides detailed market forecasts for the call center outsourcing market and analysis of the most successful offshore outsourcing models. Identify the key revenue opportunities for service providers, systems integrators and consultants, and the most effective location and route for CIOs considering near or offshore outsourcing.

Content

Executive summary
- Offshore and nearshore outsourcing
- Emerging models in offshore outsourcing
- The 10 most influential offshore service providers
- Overview of offshore locations
- Nearshore locations (for Western Europe)
- Nearshore locations (for North America)
- Focus on call center offshore outsourcing
Chapter 1 Offshore and nearshore outsourcing
- Summary
- Introduction
- Offshore outsourcing
- Drivers and inhibitors
- Key drivers for offshore outsourcing
- Inhibitors of offshore outsourcing
- Best practice
- Offshore outsourcing models
- Transactional partnering
- Tactical partnering
- Strategic partnering - a joint venture
- Collaborative partnering - Build-Operate-Transfer (BOT)
- Wholly-owned subsidiary
- Build or Buy?
- Buy models
- Offshore staff augmentation
- Project outsourcing
- Offshore dedicated center (ODC)
- Functional outsourcing
- When to buy?
- Offshore resources
- Value add
- Performance
- Cost
- Build models
- Do It Yourself (DIY)
- Build Operate Transfer
- M&A
- When to Build?
- Nearshore outsourcing
- Drivers and inhibitors to nearshore outsourcing
- Drivers
- Risks
Chapter 2 Emerging models in offshore outsourcing
- Summary
- Introduction
- Offshore outsourcing models
- Buy models
- Offshore staff augmentation
- Project outsourcing
- Offshore Dedicated Center (ODC)
- Functional outsourcing
- Tactical partnering
- Strategic partnering - a joint venture
- Build Models
- Do It Yourself (DIY)
- Captive center
- Build Operate Transfer (BOT)
- M&A
- Wholly-owned subsidiary
- Nearshore outsourcing models
- Nearshore
- Western Europe
- North America
- Homeshoring
- Call centers
- Software development
- Insourcing
Chapter 3 The 10 most influential offshore service providers
- Summary
- Vendor selection
- Pick the Country First
- Recommendation
- Domain & technical filtering
- The 10 most influential offshore outsourcing firms
- IBM Global Services
- Infosys Technologies
- Cognizant Technology Solutions
- Convergys
- Accenture
- Tata Consultancy Services
- Hong Kong and Shanghai Banking (HSBC)
- Keane
- General Electric
- Epam
Chapter 4 Overview of offshore locations
- Summary
- Introduction
- Relative levels of risk and cost
- Locations
- Argentina
- Where is the market today?
- Risks
- Rewards
- Conclusion
- Brazil
- Where is the market today?
- Risks
- Rewards
- Conclusion
- Canada
- Where is the market today?
- Risks
- Rewards
- Conclusions
- Hungary
- Where is the market today?
- Risks
- Rewards
- Conclusions
- India
- Where is the market today?
- Risks
- Rewards
- Conclusions
- Jamaica
- Where is the market today?
- Risks
- Rewards
- Conclusion
- Mexico
- What is the market today?
- Risks
- Rewards
- Conclusion
- Philippines
- Where is the market today?
- Risks
- Rewards
- Conclusion
- Poland
- Where is the market today?
- Risks
- Rewards
- Conclusion
- South Africa
- Where is the market today?
- Risks
- Rewards
- Conclusion
Chapter 5 Nearshore locations for Western Europe
- Summary
- Introduction
- Central and Eastern Europe
- Strengths
- Weaknesses
- Opportunities
- Threats
- North Africa
- Strengths
- Weaknesses
- Opportunities
- Threats
Chapter 6 Nearshore locations for North America
- Introduction
- Canada
- Where is the market today?
- Risks vs. rewards
- Central America
- Mexico
- Where is the market?
- Economic assessment
- Nearshore outsourcing
- Labor rates
- Call center activity
- Conclusions
- The Caribbean
- Jamaica
- Government efforts to attract call center investment
- Vertical market distribution
- Labor market
- Call center functions
- Conclusions
Chapter 7 Focus on call center offshore outsourcing
- Summary
- Demand for offshore call centers
- Specific country requirements
- US
- UK
- France
- Germany
- Rest of Europe
- Asia Pacific
- Demand for offshore call center outsourcing by vertical
- Key drivers
- Cutting costs
- More demand for multilingual services
- Barriers to offshore outsourcing
- The distance issue
- Less concern for accents and more an issue of cultural affinity
- Demystifying the threat from global offshore call center outsourcing
- Action points
- Refine sales approaches
- Carve a niche and partner for success
- Allay customers' fears
- Adopt appropriate pricing models
- Exploit shared voice & data network new business opportunities
- Index
List of Figures
- Figure 4.1: Relative risks and costs of nearshore and offshore outsourcing markets
- Figure 5.2: Central and Eastern European nearshore outsourced agent positions, 2003 - 2008
- Figure 5.3: Percentage of population between 20 - 24 years old in tertiary education, 2003
- Figure 5.4: Commercial real estate rents - Selected urban centers, Q1 2004
- Figure 5.5: Selected European unemployment rates: 2003
- Figure 5.6: North African nearshore outsourced agent positions, 2003 - 2008
- Figure 6.7: Mexican offshore and domestic outsourced APs, 2003 - 2008
- Figure 7.8: Vertical offshore outsourced APs available, 2003
- Figure 7.9: Drivers for offshore outsourcing
- Figure 7.10: Barriers to offshore call center outsourcing
- Figure 7.11: Offshore outsourced APs are a threat to onshore outsourced APs
- Figure 7.12: Offshore outsourced APs as a percentage of total global APs and growth rates, 2002- 2007
List of Tables
- Table 3.1: The 10 most influential offshore outsourcing providers
- Table 5.2: Selected travel times and prices for a single-day trip from London to selected outsourcing destinations
- Table 5.3: Corruption Perception Index: 2003
- Table 6.4: Price per hour of Canadian outsourced agents, 2004
- Table 6.5: Mexican call center wages and turnover, compared to Argentina
- Table 7.6: Main offshore and nearshore outsourcing locations for the major outsourcing customer markets