Business Trends 2009 - Knowing Your Contact Center Outsourcing Customer (Customer Focus)

A Datamonitor end-user survey analyzing trends in contact center outsourcing procurement through 2009

Scope

• Trends in current contact center operations and CRM budgets
• Contact center managers' views on strategic issues including their willingness to outsource operations and preferred pricing models
• In addition, this survey contains contact center managers' views on offshore delivery location preference, self-service deployments and home agents

Highlights

After reasonable growth in 2007 / 2008, CRM budgets in 2009 and beyond are expected to remain flat, at best
The percentage of respondents indicating the use of outsourced agent positions in this year's survey was relatively small. However, this points to potential opportunities of vendors of third-party contact center services.
There was some interest in offshoring contact center services among respondents, however responses were mixed around preferred delivery locations

Reasons to Purchase

• Understand key outsourcing procurement trends among contact center managers in North America, Europe and Australia / New Zealand
• Learn about the evolution of CRM budgets, and preferences for outsourcing pricing models
• Develop insight around contact center managers' preferences for offshoring, home agents and speech self-service