Offshore Outsourced Contact Center Pricing (Market Focus)

Content

• 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