Frost & Sullivan, May 2011
the foreign customers outside the country where each contactcenter is located. This study shows the data for outsourcingoffshore services alone, thereby excluding those offshore operations performed in house
Frost & Sullivan, Nov 2010, Pages: 122
of Revenues by Service Type (Latin America), 2009-2015
ContactCenterOutsourcing Services Market: Revenues by Service Type (Latin America), 2009-2015
ContactCenterOutsourcing Services Market: Offshore
Frost & Sullivan, May 2011, Pages: 77
), 2009-2015
- ContactCenterOutsourcing Services Market: Revenues by Service Type (Central America and the Caribbean), 2009-2015
- ContactCenterOutsourcing Services Market: Forecasts for Offshore
Frost & Sullivan, April 2011, Pages: 77
and offshorecontactcenter services will continue to grow throughout the forecast period (2009-2015) in the Chilean and Argentinean market. Even as call volumes decrease, the unit prices (revenues per agent
Frost & Sullivan, April 2011, Pages: 60
prices and revenue generation. Outsourcers must transform the contactcenter environment from a cost focused to a profit-focused one. Traditional end-user concerns over risk and loss of operational control
Frost & Sullivan, Dec 2009, Pages: 63
This research study looks at market trends, drivers, and restraints for the North American contactcenteroutsourcing market. Contactcenter services provided by outsourcers include customer service
Frost & Sullivan, Nov 2009, Pages: 97
(Latin America), 2008-2014
- ContactCenterOutsourcing Services Market: Revenues by Service Type (Latin America), 2008-2014
- ContactCenterOutsourcing Services Market: Offshore Service Revenues (Latin America
Business Insights, Oct 2007, Pages: 168
.
-The primary requirements enterprises look for in a contactoutsourcer include language capabilities, political/economic
stability of the contactcenter location and price.
-India will remain the leading
Ovum, Feb 2011, Pages: 51
- Trends in current contactcenter operations and CRM budgets
- Contactcenter managers' views on operational issues, including pricing, offshoring, and home agents
- Insight into current social media
Global Industry Analysts, Inc., Oct 2009, Pages: 153
6
3. ENGINEERING SERVICES OUTSOURCING 7
Offshoring of Engineering Services - An Introduction 7
Market Outlook
Datamonitor, Sep 2009, Pages: 66
on strategic issues including their willingness to outsource operations and preferred pricing models
- In addition, this survey contains contactcenter managers views on offshore delivery location preference
Datamonitor, Sep 2008, Pages: 85
of this title
Contactcenteroutsourcing clients have identified quality of labor and price as key determinants of vendor selection
Key determinants of offshore location selection include stability, cost
Datamonitor, Dec 2009, Pages: 31
centeroutsourcing
Bad economic times mean stable onshore price points
Growth in client pressure for onshore outsourcing
Limited plans to offshorecontactcenter work
Offshore not currently seen
Business Insights, Aug 2007, Pages: 144
and tourism
Offshoring – is India still the offshore destination of choice?
Competitive issues facing Indian contactcenters
Attrition
Pricing
Sophistication levels
Recruitment
Incentives
Ongoing
Global Industry Analysts, Inc., Oct 2010, Pages: 908
11
From ‘Call’ Centers to ‘Contact’ Centers 11
Multiple Outsourced Call Centers - Order of the Day 11
From CRM to eRM - Multichannel
Datamonitor, Dec 2008, Pages: 11
, as well as broaden their base of revenues
- An analysis of how Datamonitor sees the outsourcedcontactcenter space changing over the long term.
Highlights
Price sensitivity will be a major challenge
Business Insights, Feb 2005, Pages: 156
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 centeroutsourcing using
