Business Trends: Knowing Your Contact Center Outsourcing Customer

Introduction

A survey of users of contact center outsourcings services by end-users across North America, Western Europe and Australia / New Zealand.

Scope

• 150 interviews with outsourcing investors from Western Europe, North America and Australia / New Zealand
• Respondents from across vertical markets, including financial services, telcos, retail and the public sector
• An overview of the current outsourcing investor market base, including demographic data from Datamonitor's Business Trends primary research
• Discusses technology adoption trends of outsourcing investors, including self-service, multichannel and home-agents

Report Highlights

• Outsourcing investors continue to place priority on quality and location stability as the major pain points of concern when choosing a location in which to do business
• Respondents in all regions are split in regard to how CRM budgets are likely to evolve over the course of the next 12 months
• A sizable number of respondents stated a willingness to examine home agents as a means of countering offshoring, a remarkable result for such a new business model

Reasons to Purchase

• Effectively map contact center solutions to address outsourcing pain points
• Gain firsthand insight on investment priorities and location outlooks for 2007
• Learn to target outsourcing prospects more effectively