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

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