Introduction
An overview of key business issues facing outsourced contact centers in 2009, in addition to competitive strategies that may help vendors retain and win clients.
Scope
*An overview of the key issues identified in the contact center outsourcing sector through 2009
*Competitive strategies that can help contact center vendors overcome aspects of the current economic crisis, as well as broaden their base of revenues
*An analysis of how the outsourced contact center space changing over the long term.
Highlights
*Price sensitivity will be a major challenge for outsourced contact center providers in the coming 12 months, with clients looking for cheaper rates and high service quality levels.
*Onshore contact center deployments could gain traction, due to both political considerations, as well as lower input prices in western markets.
*New business models and emerging functional areas could help contact center outsourcers broaden revenue bases, and shield business levels through commercial diversification.
Reasons to Purchase
*Learn about how we view the outsourced contact center market through the coming 12 months
*Understand what vendors in this sector need to do in order to remain commercially viable
*Develop a sense of what could limit growth in contact center outsourcing, relative to commercially viable long term business strategies
Report Outline
VIEW
CATALYST
SUMMARY
ANALYSIS
Client price sensitivity
Niche horizontal opportunity: debt collection
Resurgence of onshore contact center deployments?
Increased penetration of home agent solutions globally
ACTIONS
Develop quality / price conscious contact center solutions
Undertake due diligence prior to embarking on a debt-collection strategy
Look for onshore contact center deployment opportunities only where viable
Consider expanding home-agent solutions into new markets
APPENDIX
Methodology
Further reading
Ask the analyst
consulting
Disclaimer
List of Figures
Figure 1: Most important considerations when choosing a contact center outsourcers: % that answered critical
Figure 2: Outstanding US consumer credit: 2003 - 2008
Figure 3: USD vs. Euro: 2008
Figure 4: Has your company considered using outsourced work-at-home agents as an alternative to offshoring?
