Studie - 2010 Trends to Watch: Customer Relationship Outsourcing (BPO)

Introduction

The recession has impacted the needs of customer relationship management service clients, changing the way vendors are expected to deliver these functions. This brief will outline the major challenges and opportunities that Ovum has identified in relation to this element of BPO in 2010.

Scope

*An overview of key pain points facing contact center players in 2009, and how these will translate into 2010

*Key vertical opportunities aimed at the CRM vendor community as the recovery continues

*New CRM outsourcing business models and how these can positively impact profitability

Highlights

There are a number of recession-related challenges that will push in-house contact center managers to outsourcing vendors

These will have particular vertical flavours, and in some instances will be driven through functional opportunities

The challenge in 2010 will be for CRM outsourcing vendors to embrace the economic recovery and tailor strategies to the new business priorities of their clients

Reasons to Purchase

*Learn about key CRM outsourcing trends that are likely to emerge in 2010

*Understand how best to leverage growth in CRM outsourcing markets, both by function and vertical

*Identify in-house contact center pain points, and how these can be alleviated by outsourced CRM services

Overview 1

CATALYST 1

SUMMARY 1

OVUM VIEW 2

analysis 3

In 2010, revenue growth and customer satisfaction will be key enterprise goals 3

Tight CRM budgets and agent-related challenges will make 2010 business goals hard to achieve 4

Pain points in retail, financial services, and utilities and energy signify CRM outsourcing opportunities 7

Financial services 7

Retail 7

Utilities and energy 7

Outsourcers are likely to make more acquisitions of in-house facilities in 2010 8

Ongoing pressure for domestic contact centre delivery through 2010 8

Cost pressures in domestic North American delivery could emerge 10

Ongoing consolidation in contact centre services looks likely in 2010 12

ACTIONS 13

RECOMMENDATIONS FOR CLIENTS OF CRM OUTSOURCERS 13

Engage a CRM outsourcer that understands enterprise business priorities 13

Remain vigilant of ongoing CRM outsourcing delivery trends 13

Find an outsourcing partner that has multi-shore delivery 13

RECOMMENDATIONS FOR CRM OUTSOURCERS 14

Emphasise revenue generation and customer satisfaction capabilities 14

Compete sensibly yet aggressively on price 14

Aim to innovate onshore delivery 14

Where appropriate, consolidate competitive positioning with acquisitions 15

APPENDIX 16

METHODOLOGY 16

FURTHER READING 16

LEAD AUTHOR 16

OVUM CONSULTING 16

DISCLAIMER 17

List of Figures

Figure 1: What are your major headaches with regard to your in-house call centre? (Rate 1-4, with 1 not being a headache, 4 being 'a big headache') 3

Figure 2: In-house CRM budget evolution, 2007-2010 5

Figure 3: How important are the following goals to your company in 2010? 6

Figure 4: In what timescale do you plan to offshore your call centre functions? 9

Figure 5: North American real GDP growth, 2009-2010 11

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