Onshore Contact Center Pricing (Market Focus)

Publication Date	December 2006
Publisher	Datamonitor
Product Type	Report
Pages	11
ISBN Number	not applicable
Product Code	DAT04458

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£1,000.00
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Summary

Introduction

An analysis of the onshore outsourced pricing and cost landscape

Scope

Onshore contact center locations by price
Agent wages across onshore outsourcing locations
Agent benefits across onshore locations
Property and technology/telephony costs across onshore outsourcing locations

Highlights

Contact center outsourcing price comparison across onshore locations

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

Trends in outsourcing costs across onshore locations

Reasons to Purchase

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

Content

Catalyst
- The outsourced contact center business is very cost sensitive and competition seems to intensify on an annual basis, especially with new locations constantly emerging with their own selection of local vendors. This series examines the positioning of players in the outsourced contact center sector, in addition to an in-depth analysis of input costs and vendor prices from a regional and global perspective.
- Summary
- Methodology
  - AnaLYSIS
  - Domestic agent pricing shows heavy variance between region and country
  - Human resource costs account for the bulk of domestic agent expense
  - Agent wages
  - Benefits
  - Property agent allocations tend to be flat across in domestic economies
  - Telephony and technology vary depending on domestic market
- Appendix
- Further reading
  - Ask the analyst
- List of Tables
  - Table 1: Inbound agent pricing in selected onshore locations, 2006
  - Table 2: Wages as a % of total onshore outsourced agent cost, 2006
  - Table 3: Benefits as a % of total onshore outsourced agent cost, 2006
  - Table 4: Property as a % of total onshore outsourced agent cost, 2006
  - Table 5: Telephony / technology as a % of total onshore outsourced agent cost, 2006
- List of Figures
  - Figure 1: Inbound agent pricing in selected onshore locations, 2006
  - Figure 2: Wages as a % of total onshore outsourced agent cost, 2006
  - Figure 3: Benefits as a % of total onshore outsourced agent cost, 2006
  - Figure 4: Property as a % of total onshore outsourced agent cost, 2006
  - Figure 5: Telephony / technology as a % of total onshore outsourced agent cost, 2006