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The Call Center Outsourcing Outlook: Developing Opportunities In A Commodity Market
Business Insights, Feb 2005, Pages: 156
The report provides answers to your questions...
1. Which are the fastest growing vertical markets for call center technology?
2. What are the key drivers behind investment in the call center outsourcing market?
3. How can outsourcing vendors address the key challenges in the call center market?
4. What are the future implications of offshore outsourcing, does it pose a threat to domestic jobs?
Target the fastest growing and most profitable areas of the call center outsourcing market using this report's analysis of key success factors, barriers, competitor profiles and market forecasts.
Examining the Key Issues
- Offshoring. While the concept of offshore outsourcing is maturing and gaining greater traction in boardrooms around the globe, only 5% of the world's 4.78 million agent positions will be outsourced to offshore locations by 2007.
- Regulation. Legislation, such as telemarketing, will impact the proportion of outbound activity in the outsourcing market in the US.
- De-regulation. This will open up the outsourcing market for utilities companies in Europe.
- Verticalized sales strategies. This is no longer a 'nice to have' but a 'must have' for any company selling IT services or products in mature markets, such as call center outsourcing market.
- Economic climate. A rebound in the global economy will help create fresh demand for outsourcing services.
'The transformational component lies at the center of the service offering. Accenture and IBM Global Services are good examples of Full Service Providers (FSPs). They have a wealth of experience from working with clients in different industries around the world. They are familiar with specific industry challenges and have delivered huge numbers of solutions...'
Benefit from 148 pages of expert insight and proprietary data, enabling you to:
- Understand the effects of the growth of offshore and nearshore outsourcing, and the evolution of new types of services
offerings and pricing models.
- Create more successful sales strategies by gaining valuable insight into customer decision factors, drivers and barriers to call center outsourcing.
- Identify partnership opportunities and competitive threats from key outsourcing vendors including Accenture, Capgemini, CSC, EDS, HP, IBM Global Services, ICICI-OneSource and Wipro-Spectramind.
- Assess offshore outsourcing potential by country with the help of this report's analysis of success factors, barriers and ratings in terms of 18 key factors including language availability, infrastructure, pricing and stability.
- Target the fastest growing vertical and offshore markets for call center outsourcing using the market sizing and growth rate forecasts to 2008 contained in this report.
'Mexican near shore outsourcing will undergo substantial growth through 2008. Mexico will overtake Canada as the biggest individual supply market for offshore outsourcing in the Americas in 2005/6. By 2050, the Hispanic population will be the largest minority in the US, nearly a quarter of the US population...'
The call center outsourcing market is a fast maturing industry that many now regard as a commodity business with many purchases now decided on cost alone. In these market conditions outsourcing service providers must identify where growth opportunities exist and the strategies needed to successfully target them.
The Call Center Outsourcing Outlook: Developing opportunities in a commodity market is a management report that analyzes the competitive landscape and future of the call center outsourcing market in the US, Europe, Africa and the Middle East, and makes targeted and actionable strategic recommendations based on these findings.
This report provides market forecasts by region and vertical industry and in-depth analysis of the key market drivers and inhibitors. It details key market trends for the next five years and recommends go-to-market strategies to enable vendors to out-compete their rivals.
Maintain and grow revenues by exploiting new offshore regions and tailoring your sales strategies to customer demands.
Key findings from this report
- Call center outsourcing market growth will be greater in Europe, Africa and the Middle East than North America. By 2007, there will be 286,000 outsourced APs outside the US and the value of the call center outsourcing market will grow to $11.5 billion.
- The US call center outsourcing market will grow to £23.9 billion in 2008 and there will be 361,000 outsourced agent positions.
- Communications and financial services are the largest outsourcing sectors in EMEA and the US, they represent 50% and 53.2% of their respective markets.
- Latin American call center growth is the fastest in the world, the number of agents will grow at a CAGR of 16.8% and its call centers at a CAGR of 18.4% up to 2008.
- Eastern Europe, North Africa and South America offer excellent opportunities for outsourcing services for German, French and Spanish-speaking customers whilst India will remain the largest market serving the US and UK.
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