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The Future Of Contact Center Outsourcing In India And The Philippines
Datamonitor, Feb 2005, Pages: 71
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.
Report 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.
Highlights
We 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 our latest and most comprehensive market studies on the worlds two most important offshore markets.
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