2009 Trends to Watch: Contact Center Outsourcing & Services

Introduction

An overview of key business issues facing outsourced contact centers in 2009, in addition to competitive strategies that may help vendors retain and win clients.

Scope

• *An overview of the key issues identified by Datamonitor in the contact center outsourcing sector through 2009
• *Competitive strategies that can help contact center vendors overcome aspects of the current economic crisis, as well as broaden their base of revenues
• *An analysis of how Datamonitor sees the outsourced contact center space changing over the long term.

Highlights

• Price sensitivity will be a major challenge for outsourced contact center providers in the coming 12 months, with clients looking for cheaper rates and high service quality levels.
• Onshore contact center deployments could gain traction, due to both political considerations, as well as lower input prices in western markets.
• New business models and emerging functional areas could help contact center outsourcers broaden revenue bases, and shield business levels through commercial diversification.

Reasons to Purchase

• *Learn about how Datamonitor views the outsourced contact center market through the coming 12 months
• *Understand what vendors in this sector need to do in order to remain commercially viable
• *Develop a sense of what could limit growth in contact center outsourcing, relative to commercially viable long term business strategies