The Future of Contact Center Outsourcing in India & the Philippines
http://www.chinaccm.com 2005-2-20 16:40
[Key Words]
Contact Center Outsourcing
Published: February 2005
Price (USD): $2,295 /single user
PDF licence
Introduction
Mainstream adoption of offshore call center outsourcing beckons. India continues to dominate the landscape but the Philippines threatens to poach some activity as its own market grows in strength. Almost quarter of a million new agent positions will be added in India & Philippines through 2009. The report explains why and provides strategic recommendations on how to succeed in the two markets.
Scope
- Comprehensive forecasts for offshore outsourced, offshore in-house (captive) and domestic agent positions in India & the Philippines through 2009.
- Breakdown of markets being served, processes being outsourced and vertical splits compared across both countries
- Analysis of the business drivers that will affect demand for outsourcing in each market, along with discussion of any obstacles to future success.
- Actionable strategic recommendations for service providers to help grow revenues in these expanding markets and ride a new wave of outsourcing.
Research & Analysis Highlights
Forecasts that mainstream adoption of offshoring from the USA and UK lies just around the corner, which means the call center markets of India and the Philippines are set to see further expansion through 2009.
We believe the balance between offshore in-house (captive) operations and offshore outsourced operations will tend to move in favor of the outsourcers over the next few years as firms that have locked in the value for their shareholders by moving offshore seek to further leverage the labor arbitrage argument.
As business process outsourcing becomes ever-more prolific, so the complexity of the work being undertaken by third parties evolves. Outsourcing providers are competing to run entire customer processes for their clients, rather than merely the voice-based call center part. There is a move towards transformational outsourcing amongst leading firms.
Reasons to Purchase
- Understand why the number of offshore outsourced agent positions (APs) threaten to surpass offshore in-house (captive) seats in the next few years.
- Learn how offshore call center markets in third world countries tend to mature and understand how to prepare your business for success.
- Obtain the latest and most comprehensive market studies on the world's two most important offshore markets.
Table of Contents
Chapter 1 EXECUTIVE SUMMARY
Introduction
Indian market update
Philippines market update
Offshore is maturing
Action points
Chapter 2 INTRODUCTION
Mainstream adoption of offshore beckons
Chapter 3 INDIAN MARKET UPDATE
Background
Drivers for offshoring to India
Labor arbitrage
Established call center market
Quality assurance and security
The labor pool
Obstacles to offshoring to India
Staff attrition
Public backlash in target markets
Distance from target markets
Middle management capabilities still an issue
Indian call center market forecasts
Definitions
Comprehensive market view
Offshore outsourcing in depth
Offshore outsourced agent positions market sizing
Offshore outsourced call center market sizing
Demand for outsourcing in India
Offshore AP splits by process type
Competitive landscape - the OSPs' view
Outlook
Chapter 4 PHILIPPINES MARKET UPDATE
Background
Drivers for offshoring to the Philippines
Diversifying offshore portfolios
Large number of OSPs and MNCs already there
US military legacy and cultural affinity
Superior literacy rate
In-region language capabilities
Governmental support for the industry
Obstacles to offshoring to the Philippines
Limited real-estate and suitable locations
Political tension and environmental risks
Higher labor costs than in India
Long way away - again
Competitor to India?
The Philippines call center market forecasts
Comprehensive market view
Offshore outsourcing in depth
Offshore outsourced agent positions market sizing
Offshore outsourced call center market sizing
Demand for outsourcing in the Philippines
Offshore AP splits by process type
Competitive landscape - the OSPs' view
Outlook
Chapter 5 OFFSHORE IS MATURING
Introduction
The offshore call center maturity model
Market consolidation in India
Moving beyond Tier 1 locations
Introduction
Definitions
Location Lists
India
The Philippines
Increasing seat utilization
Moving up the value chain
Vertical market developments
Quality control
Multisourcing and global delivery frameworks
Moving to new markets
Global delivery
Diversifying risk profiles
Final thought
Chapter 6 ACTION POINTS
Address agent attrition and the customer experience
Increase utilization of offshore resources
Establish a global delivery framework
Move towards transformational outsourcing
Chapter 7 APPENDIX
Research methodology
Further reading
SPP writing team
Report author
Report manager
How to contact experts in your industry
Tables
Table 1: Price per hour of Indian outsourced agents, 2004
Table 2: Distance from US & UK to Mumbai (Bombay), India
Table 3: Agent positions in India, 2004-2009
Table 4: Offshore outsourced APs & growth rates - India, 2004-2009
Table 5: Offshore outsourced call centers & growth rates - India, 2004-2009
Table 6: Population literacy rates in the Philippines and India
Table 7: Distance from US & UK to Manila, the Philippines
Table 8: Agent positions in the Philippines, 2004-2009
Table 9: Offshore outsourced APs & growth rates - the Philippines, 2004-2009
Table 10: Offshore outsourced call centers & growth rates - the Philippines, 2004-2009
Table 11: Offshore call center maturity model in 3rd world markets
Table 12: Tier 1 call center and BPO locations in India
Table 13: Tier 2 call center and BPO locations in India
Table 14: Tier 1 call center and BPO locations in the Philippines
Table 15: Tier 2 call center and BPO locations in the Philippines
Figures
Figure 1: Comparison of offshore outsourcing process work in India & the Philippines
Figure 2: Map of India
Figure 3: Agent positions in India, 2004-2009
Figure 4: Offshore outsourced APs and growth rates - India, 2004-2009
Figure 5: Demand for offshore outsourcing in India, 2004
Figure 6: Split of India's offshore outsourced APs by activity, 2004
Figure 7: Respondents' most frequent competitors, India 2004
Figure 8: Map of the Philippines
Figure 9: Cities in the Metro Manila area
Figure 10: Comparison of offshore outsourcing process work in India & the Philippines
Figure 11: Agent positions in the Philippines, 2004-2009
Figure 12: Offshore outsourced APs and growth rates - the Philippines, 2004-2009
Figure 13: Demand for offshore outsourcing in the Philippines, 2004
Figure 14: Split of the Philippines' offshore outsourced APs by activity, 2004
Figure 15: Respondents' most frequent competitors, the Philippines, 2004
Figure 16: Most cited obstacles to offshore outsourcing
Figure 17: Indian and Filipino outsourced APs by vertical, 2004
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