Contact Center Outsourcing Pricing (Databook)

Publication Date	January 2007
Publisher	Datamonitor
Product Type	Report
Pages	138
ISBN Number	not applicable
Product Code	DAT03460

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Summary

Introduction

Pricing and cost overview of the contact center outsourcing market in mature and emerging locations.

Scope

Contact center outsourcing pricing across major offshore and onshore locations of choice.
Cost breakouts for each location, examining agent-related expenses as well as those related to telcos, property and other.

Highlights

Datamonitor estimates that human-resource related costs will account for the bulk of agent costs over the coming 12 months.

However, telco and technology costs will remain relatively stable, as more locations seek to deregulate communications.

Property will appreciate in sheer dollars, but as a proportion of agent cost will remain stable.

Reasons to Purchase

Understand the direction of contact center pricing across regional markets.
Learn about the cost breakouts that outsourcers must contend with in different geographies.
Find out what regions will remain the most stable and those that will see rapid escalation in prices.

Content

Chapter 1 Introduction
- 1.1 CATALYST
- 1.2 SUMMARY
- 1.3 METHODOLOGY
Chapter 2 Argentina Ccos Services
- 2.1 CCOS services in Argentina in comparison to other countries, 2006
- 2.2 Wage rates for inbound/outboud voice services in Argentina, 2006
- 2.3 Percentage share of different agent cost components in Argentina, 2006
Chapter 3 Canada Ccos Services
- 3.1 CCOS services in Canada in comparison to other countries, 2006
- 3.2 Wage rates for inbound/outboud voice services in Canada, 2006
- 3.3 Percentage share of different agent cost components in Canada, 2006
Chapter 4 Chile Ccos Services
- 4.1 CCOS services in Chile in comparison to other countries, 2006
- 4.2 Wage rates for inbound/outboud voice services in Chile, 2006
- 4.3 Percentage share of different agent cost components in Chile
Chapter 5 Costa Rica Ccos Services
- 5.1 CCOS services in Costa Rica in comparison to other countries, 2006
- 5.2 Wage rates for inbound/outboud voice services in Costa Rica, 2006
- 5.3 Percentage share of different agent cost components in Costa Rica, 2006
Chapter 6 Czech Republic Ccos Services
- 6.1 CCOS services in Czech Republic in comparison to other countries, 2006
- 6.2 Wage rates for inbound/outboud voice services in Czech Republic, 2006
- 6.3 Percentage share of different agent cost components in Czech Republic, 2006
Chapter 7 Egypt Ccos Services
- 7.1 CCOS services in Egypt in comparison to other countries, 2006
- 7.2 Wage rates for inbound/outboud voice services in Egypt, 2006
- 7.3 Percentage share of different agent cost components in Egypt, 2006
Chapter 8 France Ccos Services
- 8.1 CCOS services in France in comparison to other countries, 2006
- 8.2 Wage rates for inbound/outboud voice services in France, 2006
- 8.3 Percentage share of different agent cost components in France, 2006
Chapter 9 Germany Ccos Services
- 9.1 CCOS services in Germany in comparison to other countries, 2006
- 9.2 Wage rates for inbound/outboud voice services in Germany, 2006
- 9.3 Percentage share of different agent cost components in Germany, 2006
Chapter 10 India Ccos Services
- 10.1 CCOS services in India in comparison to other countries, 2006
- 10.2 Wage rates for inbound/outboud voice services in India, 2006
- 10.3 Percentage share of different agent cost components in India, 2006
Chapter 11 Italy Ccos Services
- 11.1 CCOS services in Italy in comparison to other countries, 2006
- 11.2 Wage rates for inbound/outboud voice services in Italy, 2006
- 11.3 Percentage share of different agent cost components in Italy, 2006
Chapter 12 Kenya Ccos Services
- 12.1 CCOS services in Kenya in comparison to other countries, 2006
- 12.2 Wage rates for inbound/outboud voice services in Kenya, 2006
- 12.3 Percentage share of different agent cost components in Kenya, 2006
Chapter 13 Malaysia Ccos Services
- 13.1 CCOS services in Malaysia in comparison to other countries, 2006
- 13.2 Wage rates for inbound/outboud voice services in Malaysia, 2006
- 13.3 Percentage share of different agent cost components in Malaysia, 2006
Chapter 14 Mexico Ccos Services
- 14.1 CCOS services in Mexico in comparison to other countries, 2006
- 14.2 Wage rates for inbound/outboud voice services in Mexico, 2006
- 14.3 Percentage share of different agent cost components in Mexico, 2006
Chapter 15 The Netherlands Ccos Services
- 15.1 CCOS services in the Netherlands in comparison to other countries, 2006
- 15.2 Wage rates for inbound/outboud voice services in the Netherlands, 2006
- 15.3 Percentage share of different agent cost components in the Netherlands, 2006
Chapter 16 Panama Ccos Services
- 16.1 CCOS services in Panama in comparison to other countries, 2006
- 16.2 Wage rates for inbound/outboud voice services in Panama, 2006
- 16.3 Percentage share of different agent cost components in Panama, 2006
Chapter 17 Philippines Ccos Services
- 17.1 CCOS services in Philippines in comparison to other countries, 2006
- 17.2 Wage rates for inbound/outboud voice services in Philippines, 2006
- 17.3 Percentage share of different agent cost components in Philippines, 2006
Chapter 18 Poland Ccos Services
- 18.1 CCOS services in Poland in comparison to other countries, 2006
- 18.2 Wage rates for inbound/outboud voice services in Poland, 2006
- 18.3 Percentage share of different agent cost components in Poland, 2006
Chapter 19 Singapore Ccos Services
- 19.1 CCOS services in Singapore in comparison to other countries, 2006
- 19.2 Wage rates for inbound/outboud voice services in Singapore, 2006
- 19.3 Percentage share of different agent cost components in Singapore, 2006
Chapter 20 South Africa Ccos Services
- 20.1 CCOS services in South Africa in comparison to other countries, 2006
- 20.2 Wage rates for inbound/outboud voice services in South Africa, 2006
- 20.3 Percentage share of different agent cost components in South Africa, 2006
Chapter 21 Spain Ccos Services
- 21.1 CCOS services in Spain in comparison to other countries, 2006
- 21.2 Wage rates for inbound/outboud voice services in Spain
- 21.3 Percentage share of different agent cost components in Spain, 2006
Chapter 22 UK Ccos Services
- 22.1 CCOS services in the UK in comparison to other countries, 2006
- 22.2 Wage rates for inbound/outboud voice services in the UK, 2006
- 22.3 Percentage share of different agent cost components in the UK, 2006
Chapter 23 Us Ccos Services
- 23.1 CCOS services in the US in comparison to other countries, 2006
- 23.2 Wage rates for inbound/outboud voice services in the US, 2006
- 23.3 Percentage share of different agent cost components in the US, 2006
Chapter 24 Appendix
- 24.1 Definitions
- 24.2 Further reading
- 24.3 Ask the analyst
- 24.4 Datamonitor consulting
List Of Tables
- Table 1: Wage rates for inbound voice services in Argentina, 2006
- Table 2: Wage rates for outbound voice services in Argentina, 2006
- Table 3: Wage rates for Team leader / Supervisor designation in Argentina, 2006
- Table 4: Percentage share of different agent cost components in Argentina, 2006
- Table 5: Wage rates for inbound voice services in Canada, 2006
- Table 6: Wage rates for outbound voice services in Canada, 2006
- Table 7: Wage rates for Team leader / Supervisor designation in Canada, 2006
- Table 8: Percentage share of different agent cost components in Canada, 2006
- Table 9: Wage rates for inbound voice services in Chile, 2006
- Table 10: Wage rates for outbound voice services in Chile, 2006
- Table 11: Wage rates for Team leader / Supervisor designation in Chile, 2006
- Table 12: Percentage share of different agent cost components in Chile, 2006
- Table 13: Wage rates for inbound voice services in Costa Rica, 2006
- Table 14: Wage rates for outbound voice services in Costa Rica, 2006
- Table 15: Wage rates for Team leader / Supervisor designation in Costa Rica, 2006
- Table 16: Percentage share of different agent cost components in Costa Rica, 2006
- Table 17: Wage rates for inbound voice services in Czech Republic, 2006
- Table 18: Wage rates for outbound voice services in Czech Republic, 2006
- Table 19: Wage rates for Team leader / Supervisor designation in Czech Republic, 2006
- Table 20: Percentage share of different agent cost components in Czech Republic, 2006
- Table 21: Wage rates for inbound voice services in Egypt, 2006
- Table 22: Wage rates for outbound voice services in Egypt, 2006
- Table 23: Wage rates for Team leader / Supervisor designation in Egypt, 2006
- Table 24: Percentage share of different agent cost components in Egypt, 2006
- Table 25: Wage rates for inbound voice services in France, 2006
- Table 26: Wage rates for outbound voice services in France, 2006
- Table 27: Wage rates for Team leader / Supervisor designation in France, 2006
- Table 28: Percentage share of different agent cost components in France, 2006
- Table 29: Wage rates for inbound voice services in Germany, 2006
- Table 30: Wage rates for outbound voice services in Germany, 2006
- Table 31: Wage rates for Team leader / Supervisor designation in Germany, 2006
- Table 32: Percentage share of different agent cost components in Germany, 2006
- Table 33: Wage rates for inbound voice services in India, 2006
- Table 34: Wage rates for outbound voice services in India, 2006
- Table 35: Wage rates for Team leader / Supervisor designation in India, 2006
- Table 36: Percentage share of different agent cost components in India, 2006
- Table 37: Wage rates for inbound voice services in Italy, 2006
- Table 38: Wage rates for outbound voice services in Italy, 2006
- Table 39: Wage rates for Team leader / Supervisor designation in Italy, 2006
- Table 40: Percentage share of different agent cost components in Italy, 2006
- Table 41: Wage rates for inbound voice services in Kenya, 2006
- Table 42: Wage rates for outbound voice services in Kenya, 2006
- Table 43: Wage rates for Team leader / Supervisor designation in Kenya, 2006
- Table 44: Percentage share of different agent cost components in Kenya, 2006
- Table 45: Wage rates for inbound voice services in Malaysia, 2006
- Table 46: Wage rates for outbound voice services in Malaysia, 2006
- Table 47: Wage rates for Team leader / Supervisor designation in Malaysia, 2006
- Table 48: Percentage share of different agent cost components in Malaysia, 2006
- Table 49: Wage rates for inbound voice services in Mexico, 2006
- Table 50: Wage rates for outbound voice services in Mexico, 2006
- Table 51: Wage rates for Team leader / Supervisor designation in Mexico, 2006
- Table 52: Percentage share of different agent cost components in Mexico, 2006
- Table 53: Wage rates for inbound voice services in the Netherlands, 2006
- Table 54: Wage rates for outbound voice services in the Netherlands, 2006
- Table 55: Wage rates for Team leader / Supervisor designation in the Netherlands, 2006
- Table 56: Percentage share of different agent cost components in the Netherlands, 2006
- Table 57: Wage rates for inbound voice services in Panama, 2006
- Table 58: Wage rates for outbound voice services in Panama, 2006
- Table 59: Wage rates for Team leader / Supervisor designation in Panama, 2006
- Table 60: Percentage share of different agent cost components in Panama, 2006
- Table 61: Wage rates for inbound voice services in Philippines, 2006
- Table 62: Wage rates for Team leader / Supervisor designation in Philippines, 2006
- Table 63: Wage rates for Team leader / Supervisor designation in Philippines, 2006
- Table 64: Percentage share of different agent cost components in Philippines, 2006
- Table 65: Wage rates for inbound voice services in Poland, 2006
- Table 66: Wage rates for outbound voice services in Poland, 2006
- Table 67: Wage rates for Team leader / Supervisor designation in Poland, 2006
- Table 68: Percentage share of different agent cost components in Poland, 2006
- Table 69: Wage rates for inbound voice services in Singapore, 2006
- Table 70: Wage rates for outbound voice services in Singapore, 2006
- Table 71: Wage rates for Team leader / Supervisor designation in Singapore, 2006
- Table 72: Percentage share of different agent cost components in Singapore, 2006
- Table 73: Wage rates for inbound voice services in South Africa, 2006
- Table 74: Wage rates for outbound voice services in South Africa, 2006
- Table 75: Wage rates for Team leader / Supervisor designation in South Africa, 2006
- Table 76: Percentage share of different agent cost components in South Africa, 2006
- Table 77: Wage rates for inbound voice services in Spain, 2006
- Table 78: Wage rates for outbound voice services in Spain, 2006
- Table 79: Wage rates for Team leader / Supervisor designation in Spain, 2006
- Table 80: Percentage share of different agent cost components in Spain, 2006
- Table 81: Wage rates for inbound voice services in the UK, 2006
- Table 82: Wage rates for outbound voice services in the UK
- Table 83: Wage rates for Team leader / Supervisor designation in the UK
- Table 84: Percentage share of different agent cost components in the UK, 2006
- Table 85: Wage rates for inbound voice services in the US, 2006
- Table 86: Wage rates for outbound voice services in the US, 2006
- Table 87: Wage rates for Team leader / Supervisor designation in the US, 2006
- Table 88: Percentage share of different agent cost components in the US, 2006
List Of Figures
- Figure 1: Overview of price per agent per hour in Argentina in comparison to other countries, 2006
- Figure 2: Wage rates for inbound voice services in Argentina, 2006
- Figure 3: Wage rates for outbound voice services in Argentina, 2006
- Figure 4: Percentage share of different agent cost components in Argentina, 2006
- Figure 5: Overview of price per agent per hour in Canada in comparison to other countries, 2006
- Figure 6: Wage rates for inbound voice services in Canada, 2006
- Figure 7: Wage rates for outbound voice services in Canada, 2006
- Figure 8: Percentage share of different agent cost components in Canada, 2006
- Figure 9: Overview of price per agent per hour in Chile in comparison to other countries, 2006
- Figure 10: Wage rates for inbound voice services in Chile, 2006
- Figure 11: Wage rates for outbound voice services in Chile, 2006
- Figure 12: Percentage share of different agent cost components in Chile, 2006
- Figure 13: Overview of price per agent per hour in Costa Rica in comparison to other countries, 2006
- Figure 14: Wage rates for inbound voice services in Costa Rica, 2006
- Figure 15: Wage rates for outbound voice services in Costa Rica, 2006
- Figure 16: Percentage share of different agent cost components in Costa Rica, 2006
- Figure 17: Overview of price per agent per hour in Czech Republic in comparison to other countries, 2006
- Figure 18: Wage rates for inbound voice services in Czech Republic, 2006
- Figure 19: Wage rates for outbound voice services in Czech Republic, 2006
- Figure 20: Percentage share of different agent cost components in Czech Republic, 2006
- Figure 21: Overview of price per agent per hour in Egypt in comparison to other countries, 2006
- Figure 22: Wage rates for inbound voice services in Egypt, 2006
- Figure 23: Wage rates for outbound voice services in Egypt, 2006
- Figure 24: Percentage share of different agent cost components in Egypt, 2006
- Figure 25: Overview of price per agent per hour in France in comparison to other countries, 2006
- Figure 26: Wage rates for inbound voice services in France, 2006
- Figure 27: Wage rates for outbound voice services in France, 2006
- Figure 28: Percentage share of different agent cost components in France, 2006
- Figure 29: Overview of price per agent per hour in Germany in comparison to other countries, 2006
- Figure 30: Wage rates for inbound voice services in Germany, 2006
- Figure 31: Wage rates for outbound voice services in Germany, 2006
- Figure 32: Percentage share of different agent cost components in Germany, 2006
- Figure 33: Overview of price per agent per hour in India in comparison to other countries, 2006
- Figure 34: Wage rates for inbound voice services in India, 2006
- Figure 35: Wage rates for outbound voice services in India, 2006
- Figure 36: Percentage share of different agent cost components in India, 2006
- Figure 37: Overview of price per agent per hour in Italy in comparison to other countries, 2006
- Figure 38: Wage rates for inbound voice services in Italy, 2006
- Figure 39: Wage rates for outbound voice services in Italy, 2006
- Figure 40: Percentage share of different agent cost components in Italy, 2006
- Figure 41: Overview of price per agent per hour in Kenya in comparison to other countries, 2006
- Figure 42: Wage rates for inbound voice services in Kenya, 2006
- Figure 43: Wage rates for outbound voice services in Kenya, 2006
- Figure 44: Percentage share of different agent cost components in Kenya, 2006
- Figure 45: Overview of price per agent per hour in Malaysia in comparison to other countries, 2006
- Figure 46: Wage rates for inbound voice services in Malaysia, 2006
- Figure 47: Wage rates for outbound voice services in Malaysia, 2006
- Figure 48: Percentage share of different agent cost components in Malaysia, 2006
- Figure 49: Overview of price per agent per hour in Mexico in comparison to other countries, 2006
- Figure 50: Wage rates for inbound voice services in Mexico, 2006
- Figure 51: Wage rates for outbound voice services in Mexico, 2006
- Figure 52: Percentage share of different agent cost components in Mexico, 2006
- Figure 53: Overview of price per agent per hour in the Netherlands in comparison to other countries, 2006
- Figure 54: Wage rates for inbound voice services in the Netherlands, 2006
- Figure 55: Wage rates for outbound voice services in the Netherlands, 2006
- Figure 56: Percentage share of different agent cost components in the Netherlands, 2006
- Figure 57: Overview of price per agent per hour in Panama in comparison to other countries, 2006
- Figure 58: Wage rates for inbound voice services in Panama, 2006
- Figure 59: Wage rates for outbound voice services in Panama, 2006
- Figure 60: Percentage share of different agent cost components in Panama, 2006
- Figure 61: Overview of price per agent per hour in Philippines in comparison to other countries, 2006
- Figure 62: Wage rates for inbound voice services in Philippines, 2006
- Figure 63: Wage rates for outbound voice services in Philippines, 2006
- Figure 64: Percentage share of different agent cost components in Philippines, 2006
- Figure 65: Overview of price per agent per hour in Poland in comparison to other countries, 2006
- Figure 66: Wage rates for inbound voice services in Poland, 2006
- Figure 67: Wage rates for outbound voice services in Poland, 2006
- Figure 68: Percentage share of different agent cost components in Poland, 2006
- Figure 69: Overview of price per agent per hour in Singapore in comparison to other countries, 2006
- Figure 70: Wage rates for inbound voice services in Singapore, 2006
- Figure 71: Wage rates for outbound voice services in Singapore, 2006
- Figure 72: Percentage share of different agent cost components in Singapore, 2006
- Figure 73: Overview of price per agent per hour in South Africa in comparison to other countries, 2006
- Figure 74: Wage rates for inbound voice services in South Africa, 2006
- Figure 75: Wage rates for outbound voice services in South Africa, 2006
- Figure 76: Percentage share of different agent cost components in South Africa, 2006
- Figure 77: Overview of price per agent per hour in Spain in comparison to other countries, 2006
- Figure 78: Wage rates for inbound voice services in Spain, 2006
- Figure 79: Wage rates for outbound voice services in Spain, 2006
- Figure 80: Percentage share of different agent cost components in Spain, 2006
- Figure 81: Overview of price per agent per hour in the UK in comparison to other countries, 2006
- Figure 82: Wage rates for inbound voice services in the UK, 2006
- Figure 83: Wage rates for outbound voice services in the UK
- Figure 84: Percentage share of different agent cost components in the UK, 2006
- Figure 85: Overview of price per agent per hour in the US in comparison to other countries, 2006
- Figure 86: Wage rates for inbound voice services in the US, 2006
- Figure 87: Wage rates for outbound voice services in the US, 2006
- Figure 88: Percentage share of different agent cost components in the US, 2006