Offshore Outsourced Contact Center Pricing (Market Focus)

Introduction

An analysis of the evolution of the American contact center industry, including market developments and sizing.

Scope

• Offshore contact center locations by price
• Agent wages across offshore outsourcing locations
• Agent benefits across offshore locations
• Property and technology/telephony costs across offshore outsourcing locations

Highlights

Contact center outsourcing price comparison across emerging and established offshore locations

Agent costs broken out by wages, benefits, facilities and networking

Trends in outsourcing costs across regions

Reasons to Purchase

• Learn about pricing across the contact center outsourcing spectrum
• Understand what components make up agent costs in key outsourcing locations
• Develop an understanding about potential cost shifts in major offshore outsourcing locations

• Catalyst
• Summary
• Methodology
  • AnaLYSIS
  • Agent wages
  • Agent benefits
  • Property price appreciation growth continues to impact agent costs
  • Telephony/technology costs are greatly impacted by the outsourcing location
• Appendix
• Further reading
  • Ask the analyst
• List of Tables
  • Table 1: Inbound agent pricing in selected offshore locations, 2006
  • Table 2: Inbound agent pricing in selected offshore locations, 2006 (continued)
  • Table 3: Wages as a % of total offshore outsourced agent cost, 2006
  • Table 4: Wages as a % of total offshore outsourced agent cost, 2006 (continued)
  • Table 5: Benefits as a % of total offshore outsourced agent cost, 2006
  • Table 6: Benefits as a % of total offshore outsourced agent cost, 2006 (continued)
  • Table 7: Property as a % of total offshore outsourced agent cost, 2006
  • Table 8: Property as a % of total offshore outsourced agent cost, 2006 (continued)
  • Table 9: Telephony/technology as a % of total offshore outsourced agent cost, 2006
  • Table 10: Telephony/technology as a % of total offshore outsourced agent cost, 2006 (continued)
• List of Figures
  • Figure 1: Inbound agent pricing in selected offshore locations, 2006
  • Figure 2: Wages as a % of total offshore outsourced agent cost, 2006
  • Figure 3: Benefits as a % of total offshore outsourced agent cost, 2006
  • Figure 4: Property as a % of total offshore outsourced agent cost, 2006
  • Figure 5: Telephony/technology as a % of total offshore outsourced agent cost, 2006