• 1-800-526-8630U.S. (TOLL FREE)
  • 1-917-300-0470EAST COAST U.S.
  • +353-1-416-8900REST OF WORLD
North American Contact Center Outsourcing Markets 2012 Product Image

North American Contact Center Outsourcing Markets 2012

  • ID: 2079281
  • February 2012
  • Region: North America, United States
  • 58 Pages
  • Frost & Sullivan

This research study looks at market trends, drivers, and restraints for the North American contact center outsourcing market. Contact center services provided by outsourcers include customer service, tech support/help-desk, sales, collections, and other BPO services. This study provides market size, revenue forecasts and breakdown of the market by industry vertical, business function, and live agent versus automated interactions. Market shares for the leading outsourcers are also provided. The study also profiles about 30 customer care outsourcers, including large global outsourcers, smaller work-at-home agent (WAHA) providers, and some of the leading offshore providers.

C h a p t e r 1
Market Overview
Summary of Major Findings
Market Overview
Delivery and Staffing Models
Market Trends
The Challenge of Complexity in Contact Centers
Frost & Sullivan Research Findings: Factors Influencing Vendor Selection
Forces Driving Vendor Consolidation
Economic Improvement: Net Effect on the Industry
Quality: The Single-Best Differentiator
Hosted Contact Center in the Cloud: Software-as-a-Service (SaaS)
Increased Use of Analytics
Vertical Expertise and a Balanced Portfolio
Outsourcing Choices and Market Concerns
Market Update: Home Agent Growth and Best Practices
Recruiting and Hiring
Skills Assessment Testing
Background Checking
Training Remote/Home Agents
The Right Strategic Imperative
The Challenge in 2011 and Beyond
Market Drivers
Market Restraints

C h a p t e r 2
Market Analysis
Market Forecasts
Revenue Forecast
Market Pricing Models

C h a p t e r 3
Competitive Analysis
Market Share Analysis
Competitive Analysis
Market Share Analysis
Outsourcer Profiles A-G
ACS
Aditya Birla Minacs
Aegis Limited
Afni Incorporated (Inc.)
Alorica
Alpine Access
APAC Global Services
Arise Virtual Solutions
Computer Generated Solutions (CGS) Inc.
Center Partners
Contact Centers of America
Convergys Corporation
EXL
Firstsource
Genpact
Outsourcer Profiles H-P
Hinduja Global Solutions
HP Enterprise Services
IBM
LiveOps
NCO
Outsourcer Profiles Q-Z
Sitel
StarTek
Stream Global Services
Sutherland Global Services
Sykes Enterprises Incorporated
Teleperformance
TeleTech
Telvista
Transcom
Vertex
VIPdesk
West Corporation
WNS Global Services
Working Solutions

Growth Strategies

Growth Strategies
Growth Strategies for Outsourcing Providers
Provide Social Media Solutions
Meet and Exceed Current Security and Compliance Standards
Continually Improve Work-at-home Agent (WAHA) Model
Offer a Variety of Solutions and Choices

List of Figures

C h a p t e r 1
Market Overview
1-1 Contact Center Outsourcing Market:
Market Drivers Ranked in Order of Impact (North America), 2011-2017
1-2 Contact Center Outsourcing Market:
Market Restraints Ranked in Order of Impact (North America), 2011-2017

C h a p t e r 2
Market Analysis
2-1 Contact Center Outsourcing Market:
Revenue Forecasts (North America), 2009-2017
2-2 Contact Center Outsourcing Market:
Percent of Revenues by Industry Vertical (North America), 2010-2017
2-3 Contact Center Outsourcing Market:
Percent of Revenues by BPO Function (North America), 2010-2017

C h a p t e r 3
Competitive Analysis
3-1 Contact Center Outsourcing Market:
Competitive Structure (North America), 2010
3-2 Contact Center Outsourcing Market:
Company Market Share by Revenue—Re-stated (North America), 2009
3-3 Contact Center Outsourcing Market:
Company Market Share by Revenue (North America), 2010

List of Charts

C h a p t e r 1
Market Overview
1.1 Contact Center Outsourcing Market:
Market Engineering Measurements (North America), 2010
1.2 Contact Center Outsourcing Market:
Proportion of Customer Care Outsourced (North America), 2010
1.3 Contact Center Outsourcing Market:
Location of Outsourced Agents (North America), 2010
1.4 Contact Center Outsourcing Market:
Factors of Importance in Outsourcer Selection (North America), 2010
1.5 Contact Center Outsourcing Market:
Number of Outsourcers Used (North America), 2010
1.6 Contact Center Outsourcing Market:
Major Outsourcer KPIs (North America), 2010
1.7 Contact Center Outsourcing Market:
Expected Changes in Outsourced Agent Location (North America), 2010

C h a p t e r 2
Market Analysis
2.1 Contact Center Outsourcing Market:
Revenue Forecasts (North America), 2009-2017
2.2 Contact Center Outsourcing Market:
Percent of Revenues by Industry Vertical (North America), 2010-2017
2.3 Contact Center Outsourcing Market:
Percent of Revenues by BPO Function (North America), 2010-2017

C h a p t e r 3
Competitive Analysis
3.1 Contact Center Outsourcing Market:
Company Market Share by Revenue—Re-stated (North America), 2009
3.2 Contact Center Outsourcing Market:
Company Market Share by Revenue (North America), 2010

Note: Product cover images may vary from those shown

RELATED PRODUCTS

Our Clients

Our clients' logos