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2010 Trends to Watch: Customer Relationship Outsourcing (BPO) Product Image

2010 Trends to Watch: Customer Relationship Outsourcing (BPO)

  • Published: December 2009
  • 17 pages
  • Datamonitor

The recession has impacted the needs of customer relationship management service clients, changing the way vendors are expected to deliver these functions. This brief will outline the major challenges and opportunities that Ovum has identified in relation to this element of BPO in 2010.

Scope

- An overview of key pain points facing contact center players in 2009, and how these will translate into 2010

- Key vertical opportunities aimed at the CRM vendor community as the recovery continues

- New CRM outsourcing business models and how these can positively impact profitability

Highlights of this title

There are a number of recession-related challenges that will push in-house contact center managers to outsourcing vendors

These will have particular vertical flavours, and in some instances will be driven through functional opportunities

The challenge in 2010 will be for CRM outsourcing vendors to embrace the economic recovery and tailor strategies to the new business priorities of their clients

Key reasons to purchase this title

- Learn about key CRM outsourcing trends that are likely to emerge in 2010

- Understand READ MORE >

Overview
CATALYST
SUMMARY
OVUM VIEW
analysis
In 2010, revenue growth and customer satisfaction will be key enterprise goals
Tight CRM budgets and agent-related challenges will make 2010 business goals hard to achieve
Pain points in retail, financial services, and utilities and energy signify CRM outsourcing opportunities
Financial services
Retail
Utilities and energy
Outsourcers are likely to make more acquisitions of in-house facilities in 2010
Ongoing pressure for domestic contact centre delivery through 2010
Cost pressures in domestic North American delivery could emerge
Ongoing consolidation in contact centre services looks likely in 2010
ACTIONS
RECOMMENDATIONS FOR CLIENTS OF CRM OUTSOURCERS
Engage a CRM outsourcer that understands enterprise business priorities
Remain vigilant of ongoing CRM outsourcing delivery trends
Find an outsourcing partner that has multi-shore delivery
RECOMMENDATIONS FOR CRM OUTSOURCERS
Emphasise revenue generation and customer satisfaction capabilities
Compete sensibly yet aggressively on price
Aim to innovate onshore delivery
Where appropriate, consolidate competitive positioning with acquisitions
APPENDIX
METHODOLOGY
FURTHER READING
LEAD AUTHOR
OVUM CONSULTING
DISCLAIMER
List of Figures
Figure 1: What are your major headaches with regard to your in-house call centre? (Rate 1-4, with 1 not being a headache, 4 being 'a big headache')
Figure 2: In-house CRM budget evolution, 2007-2010
Figure 3: How important are the following goals to your company in 2010?
Figure 4: In what timescale do you plan to offshore your call centre functions?
Figure 5: North American real GDP growth, 2009-2010

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