Studie - 2009 Trends to Watch: Contact Center Outsourcing & Services

Introduction

An overview of key business issues facing outsourced contact centers in 2009, in addition to competitive strategies that may help vendors retain and win clients.

Scope

*An overview of the key issues identified by Datamonitor in the contact center outsourcing sector through 2009

*Competitive strategies that can help contact center vendors overcome aspects of the current economic crisis, as well as broaden their base of revenues

*An analysis of how Datamonitor sees the outsourced contact center space changing over the long term.

Highlights

Price sensitivity will be a major challenge for outsourced contact center providers in the coming 12 months, with clients looking for cheaper rates and high service quality levels.

Onshore contact center deployments could gain traction, due to both political considerations, as well as lower input prices in western markets.

New business models and emerging functional areas could help contact center outsourcers broaden revenue bases, and shield business levels through commercial diversification.

Reasons to Purchase

*Learn about how Datamonitor views the outsourced contact center market through the coming 12 months

*Understand what vendors in this sector need to do in order to remain commercially viable

*Develop a sense of what could limit growth in contact center outsourcing, relative to commercially viable long term business strategies

DATAMONITOR VIEW 1

CATALYST 1

SUMMARY 1

ANALYSIS 2

Client price sensitivity 2

Niche horizontal opportunity: debt collection 3

Resurgence of onshore contact center deployments? 5

Increased penetration of home agent solutions globally 6

ACTIONS 8

Develop quality / price conscious contact center solutions 8

Undertake due diligence prior to embarking on a debt-collection strategy 8

Look for onshore contact center deployment opportunities only where viable 8

Consider expanding home-agent solutions into new markets 9

APPENDIX 10

Methodology 10

Further reading 11

Ask the analyst 11

Datamonitor consulting 11

Disclaimer 11

List of Figures

Figure 1: Most important considerations when choosing a contact center outsourcers: % that answered critical 2

Figure 2: Outstanding US consumer credit: 2003 - 2008 4

Figure 3: USD vs. Euro: 2008 6

Figure 4: Has your company considered using outsourced work-at-home agents as an alternative to offshoring? 7

• Profiting From Onshore Contact Center Outsourcing During the Recovery (Strategic Focus)
• 2009 Top Multilingual/Bilingual Call and Contact Center Outsourcing Vendors, Black Book Survey 2009 Results
• 2009 Top Banking, Financial Services and Credit Card Call and Contact Center Outsourcing Vendors, Black Book Survey 2009 Results
• 2009 Top Non-Profit, Foundations and Charitable Call and Contact Center Outsourcing Vendors, Black Book Survey 2009 Results
• 2009 Top Internet Services, Media and Entertainment Call and Contact Center Outsourcing Vendors, Black Book Survey 2009 Results
• Outsourced Home Agents: Virtual Contact Center Hype Gets Reality Check (Strategic Focus)
• Understanding the TCO of SaaS CRM and KM in the contact centre
• Business Trends 2009 - Knowing Your Contact Center Outsourcing Customer (Customer Focus)
• Decision Matrix: Selecting a Contact Center Analytics Vendor (Competitor Focus)
• Contact Center Outsourcing in Argentina - An alternative for Spanish-speaking markets? (Analyst Brief)
• Routing 2.0: CEBP and BPR Beyond the Contact Center (Strategic Focus)
• Contact Center Outsourcing in Argentina - An alternative for Spanish-speaking markets? (Analyst Brief)
• Routing 2.0: CEBP and BPR Beyond the Contact Center (Strategic Focus)
• Market Share Insight: The Contact Center Universe 2008
• The Recession in Vertical Perspective: North American and European Contact Centers (Strategic Focus)
• Contact Centre Markets and Technologies Forecast in India to 2013
• Global delivery locations - Focus on Egypt (Analyst Insight)
• Deriving Long-Term Value From Mexican Contact Center Outsourcing (Analyst Insight)
• Managing outsourced contact center functions during the economic slowdown (Strategic Focus)
• Contact Centre Markets and Technologies Forecast in Argentina to 2013