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Profiting From Onshore Contact Center Outsourcing During the Recovery (Strategic Focus)
Datamonitor, Dec 2009, Pages: 31
The onshore contact center outsourcing sector has evolved considerably since the beginning of the recession. This report will analyze trends in major western markets, and will provide insight into the competitive challenges facing outsourcing vendors aiming to provide domestic delivery of services.
Scope
- An overview of what has made onshore outsourcing a more financially viable model over the past 12-18 months
- A discussion of pressures facing vendors to keep as much work domestically-delivered as possible
- Indicators of challenges that outsourcing vendors could face in the economic recovery, related to maintaining or expanding onshore delivery
- Strategic recommendations for vendors on how to maintain commercially-viable onshore outsourced solutions
Highlights of this title
Contact center outsourcers have been well-positioned to undertake domestic delivery of their services, due to stable price points, as well as ongoing pressure to maintain jobs at home.
However, as the recovery becomes more apparent, outsourcers will be challenged to maintain stable price points, putting pressure on this business model
Only through innovative strategies that cut costs without sacrificing quality will succeed in keeping onshore outsourcing a commercially popular strategy
Key reasons to purchase this title
- Learn about the evolution of onshore contact center services during the past 18 months
- Understand the challenges associated with this business model during the economic recovery
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