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Targeting Growth in Mature Markets: USA and Western Europe (Review Report)
Market Report, November 2006, 2885  €


Description

IntroductionA statistical overview of contact center outsourcing in Western Europe and the US.ScopeAnalysis of the US and Western European contact center outsourcing marketsA discussion of how offshoring is affecting domestic demand for contact center outsourcingThe impact of IVR and self-service technologies on domestic outsourcingNumerical and graphical descriptions of these mature marketsReport HighlightsTotal market sizes for the major mature contact center outsourcing markets contained in this reportAnnual rates of growth for each individual market analyzed in this reportAnalysis that will permit investors to learn how to profit from each of these marketsReasons to PurchaseUnderstand how the mature contact center outsourcing markets are likely to evolve through 2010Learn about what investors need to do so as to use these markets for quality and cost effective customer careIdentify any emerging opportunities for domestic customer service in each of these locations

Sommaire
 
DATAMONITOR VIEW 1
CATALYST 1
SUMMARY 1
METHODOLOGY 1
EXECUTIVE SUMMARY 3
Introduction 3
Vertical analysis - How Much is the US Losing to Offshore? (Strategy Focus) 3
Vertical Analysis - How Much is Europe Losing to Offshore? (Strategy Focus) 3
Established Contact Center Outsorucing Markets (Databook) 3
Summary 9
All verticals are expanding offshore except those with disincentives 9
Verticals moving offshore 12
Telecommunications 12
Manufacturing 12
Financial services 13
Retail, wholesale, and distribution 13
Travel and transport 13
Media and entertainment, professional services, and life sciences 13
Verticals staying onshore 13
Healthcare 14
Public sector 14
Energy and utilities 14
Nonprofits 14
India and the Philippines remain strong, but alternate locations are proving attractive 15
India and the Philippines: the heavyweight contenders: 15
CALA: a growing opportunity 16
Importance of the US Hispanic market 16
Automation is a viable option for keeping costs low 18
Outsourcers should continue to examine speech technology as an alternative solution for their customers. 19
Outsourcers should explore home agents as a supplement to brick-and-mortar centers. 19
Outsourcers should look at lower-cost states with Hispanic populations 19
Outsourcers should look at lower-cost states to serve resistant verticals. 20
VERTICAL ANALYSIS - HOW MUCH IS EUROPE LOSING TO OFFSHORE? (STRATEGY FOCUS) 21
Summary 21
The number of onshore APs in Western Europe are growing as a whole 21
Though nearshore locations are expanding, there is an eventual cap on capacity 22
Pragmatist verticals continue to be unwilling to move offshore 25
Verticals with offshore potential 25
Onshore verticals 26
ESTABLISHED CONTACT CENTER OUTSOURCING MARKETS (DATABOOK) 30
SUMMARY 30
FRANCE 31
Total France outsourced agent positions 2005 - 2010 31
Vertical distribution of offshore outsourced APs in France 2005 - 2010 33
Vertical distribution of domestic outsourced APs in France 2005 - 2010 35
Outsourced offshore APs in France by contact center sizeband 2005 - 2010 37
Outsourced domestic APs in France by contact center sizeband 2005 - 2010 39
Geographic markets served by France outsourced APs 2005 - 2010 41
GERMANY 43
Total Germany outsourced agent positions 2005 - 2010 43
Vertical distribution of offshore outsourced APs in Germany 2005 - 2010 45
Vertical distribution of domestic outsourced APs in Germany 2005 - 2010 47
Outsourced offshore APs in Germany by contact center sizeband 2005 - 2010 49
Outsourced domestic APs in Germany by contact center sizeband 2005 - 2010 51
Geographic markets served by Germany outsourced APs 2005 - 2010 53
UK 55
Total UK outsourced agent positions 2005 - 2010 55
Vertical distribution of offshore outsourced APs in UK 2005 - 2010 57
Vertical distribution of domestic outsourced APs in UK 2005 - 2010 59
Outsourced offshore APs in UK by contact center sizeband 2005 - 2010 61
Outsourced domestic APs in UK by contact center sizeband 2005 - 2010 63
Geographic markets served by UK outsourced APs 2005 - 2010 65
ITALY 67
Total Italy outsourced agent positions 2005 - 2010 67
Vertical distribution of offshore outsourced APs in Italy 2005 - 2010 69
Vertical distribution of domestic outsourced APs in Italy 2005 - 2010 71
Outsourced offshore APs in Italy by contact center sizeband 2005 - 2010 73
Outsourced domestic APs in Italy by contact center sizeband 2005 - 2010 75
Geographic markets served by Italy outsourced APs 2005 - 2010 77
SPAIN 79
Total Spain outsourced agent positions 2005 - 2010 79
Vertical distribution of offshore outsourced APs in Spain 2005 - 2010 81
Vertical distribution of domestic outsourced APs in Spain 2005 - 2010 83
Outsourced offshore APs in Spain by contact center sizeband 2005 - 2010 85
Outsourced domestic APs in Spain by contact center sizeband 2005 - 2010 87
Geographic markets served by Spain outsourced APs 2005 - 2010 89
Benelux 91
Total Benelux outsourced agent positions 2005 - 2010 91
Vertical distribution of offshore outsourced APs in Benelux 2005 - 2010 93
Vertical distribution of domestic outsourced APs in Benelux 2005 - 2010 95
Outsourced offshore APs in Benelux by contact center sizeband 2005 - 2010 97
Outsourced domestic APs in Benelux by contact center sizeband 2005 - 2010 99
Geographic markets served by Benelux outsourced APs 2005 - 2010 101
USA 103
Total USA outsourced agent positions 2005 - 2010 103
Vertical distribution of offshore outsourced APs in USA 2005 - 2010 105
Vertical distribution of domestic outsourced APs in Spain 2005 - 2010 107
Outsourced offshore APs in USA by contact center sizeband 2005 - 2010 109
Outsourced domestic APs in USA by contact center sizeband 2005 - 2010 111
Geographic markets served by USA outsourced APs 2005 - 2010 113
APPENDIX 115
Definitions 115
Further reading 115
Ask the analyst 115
List of Tables
Table 1: Outsourced agent positions in the United States, 2005-2010 10
Table 2: Vertical distribution of outsourced APs in the US, 2005-2010 12
Table 3: Global distribution of offshore APs serving the US, 2005-2010 15
Table 4: Distribution of outsourced APs within EMEA 22
Table 5: Agent positions serving selected Western European nations, 2005-2010 23
Table 6: Vertical distribution of outsourced APs (000s) in EMEA, 2005-2010 29
Table 7: Total France outsourced agent positions (000s) 2005 - 2010 32
Table 8: Vertical distribution of offshore outsourced APs (000s) in France 2005 - 2010 34
Table 9: Vertical distribution of domestic outsourced APs (000s) in France 2005 - 2010 36
Table 10: Outsourced offshore APs (000s) in France by contact center sizeband 2005 - 2010 38
Table 11: Outsourced domestic APs (000s) in France by contact center sizeband 2005 - 2010 40
Table 12: Geographic markets served by France outsourced APs 2005 - 2010 42
Table 13: Total Germany outsourced agent positions (000s)2005 - 2010 44
Table 14: Vertical distribution of offshore outsourced APs (000s) in Germany 2005 - 2010 46
Table 15:     Vertical distribution of domestic outsourced APs (000s) in Germany 2005 - 2010 48
Table 16: Outsourced offshore APs (000s) in Germany by contact center sizeband 2005 - 2010 50
Table 17: Outsourced domestic APs (000s) in Germany by contact center sizeband 2005 - 2010 52
Table 18: Geographic markets served by Germany outsourced APs 2005 - 2010 54
Table 19: Total UK outsourced agent positions (000s) 2005 - 2010 56
Table 20: Vertical distribution of offshore outsourced APs (000s) in UK 2005 - 2010 58
Table 21: Vertical distribution of domestic outsourced APs (000s) in UK 2005 - 2010 60
Table 22: Outsourced offshore APs (000s) in UK by contact center sizeband 2005 - 2010 62
Table 23: Outsourced domestic APs (000s) in UK by contact center sizeband 2005 - 2010 64
Table 24: Geographic markets served by UK outsourced APs 2005 -2010 66
Table 25: Total Italy outsourced agent positions (000s) 2005 - 2010 68
Table 26: Vertical distribution of offshore outsourced APs (000s) in Italy 2005 - 2010 70
Table 27: Vertical distribution of domestic outsourced APs (000s) in Italy 2005 - 2010 72
Table 28:   Outsourced offshore APs (000s) in Italy by contact center sizeband 2005 - 2010 74
Table 29: Outsourced domestic APs (000s) in Italy by contact center sizeband 2005 - 2010 76
Table 30: Geographic markets served by Italy outsourced APs 2005 - 2010 78
Table 31: Total Spain outsourced agent positions (000s) 2005 - 2010 80
Table 32: Vertical distribution of offshore outsourced APs (000s) in Spain 2005 - 2010 82
Table 33: Vertical distribution of domestic outsourced APs (000s) in Spain 2005 - 2010 84
Table 34: Outsourced offshore APs (000s) in Spain by contact center sizeband 2005 - 2010 86
Table 35: Outsourced domestic APs (000s) in Spain by contact center sizeband 2005 - 2010 88
Table 36: Geographic markets served by Spain outsourced APs 2005 - 2010 90
Table 37: Total Benelux outsourced agent positions (000s)2005 - 2010 92
Table 38: Vertical distribution of offshore outsourced APs (000s) in Benelux 2005 - 2010 94
Table 39: Vertical distribution of domestic outsourced APs (000s) in Benelux 2005 - 2010 96
Table 40: Outsourced offshore APs (000s) in Benelux by contact center sizeband 2005 - 2010 98
Table 41: Outsourced domestic APs (000s) in Benelux by contact center sizeband 2005 - 2010 100
Table 42: Geographic markets served by Benelux outsourced APs 2005 - 2010 102
Table 43: Total USA outsourced agent positions (000s) 2005 - 2010 104
Table 44: Vertical distribution of offshore outsourced APs (000s) in USA 2005 - 2010 106
Table 45: Vertical distribution of domestic outsourced APs (000s) in USA 2005 - 2010 108
Table 46: Outsourced offshore APs (000s) in USA by contact center sizeband 2005 - 2010 110
Table 47:    Outsourced domestic APs (000s) in USA by contact center sizeband 2005 - 2010 112
Table 48:   Geographic markets served by USA outsourced APs 2005 - 2010 114
Table 49: Contact Center definitions 115
List of Figures
Figure 1: Outsourced agent positions in the United States, 2005-2010 10
Figure 2: Vertical distribution of outsourced APs in the US, 2005-2010 11
Figure 3: US Hispanic population relative to total population, 2000 & 2004 17
Figure 4: US Hispanic household income, 1992 - 2004 18
Figure 5: Distribution of outsourced APs within EMEA 22
Figure 6: Offshore APs serving selected EMEA nations, 2004-2010 23
Figure 7: Vertical propensity to move offshore 25
Figure 8: Vertical distribution of APs in EMEA, 2005-2010 28
Figure 9: Total France outsourced agent positions 2005 - 2010 31
Figure 10: Vertical distribution of offshore outsourced APs in France 2005 - 2010 33
Figure 11: Vertical distribution of domestic outsourced APs in France 2005 - 2010 35
Figure 12: Outsourced offshore APs in France by contact center sizeband 2005 - 2010 37
Figure 13: Outsourced domestic APs in France by contact center sizeband 2005 - 2010 39
Figure 14: Geographic markets served by France outsourced APs 2005 - 2010 41
Figure 15: Total Germany outsourced agent positions 2005 - 2010 43
Figure 16: Vertical distribution of offshore outsourced APs in Germany 2005 - 2010 45
Figure 17: Vertical distribution of domestic outsourced APs in Germany 2005 - 2010 47
Figure 18: Outsourced offshore APs in Germany by contact center sizeband 2005 - 2010 49
Figure 19: Outsourced domestic APs in Germany by contact center sizeband 2005 - 2010 51
Figure 20:    Geographic markets served by Germany outsourced APs 2005 - 2010 53
Figure 21: Total UK outsourced agent positions 2005 - 2010 55
Figure 22: Vertical distribution of offshore outsourced APs in UK 2005 - 2010 57
Figure 23: Vertical distribution of domestic outsourced APs in UK 2005 - 2010 59
Figure 24: Outsourced offshore APs in UK by contact center sizeband 2005 - 2010 61
Figure 25: Outsourced domestic APs in UK by contact center sizeband 2005 - 2010 63
Figure 26: Geographic markets served by UK outsourced APs 2005 - 2010 65
Figure 27: Total Italy outsourced agent positions 2005 - 2010 67
Figure 28: Vertical distribution of offshore outsourced APs in Italy 2005 - 2010 69
Figure 29: Vertical distribution of domestic outsourced APs in Italy 2005 - 2010 71
Figure 30: Outsourced offshore APs in Italy by contact center sizeband 2005 - 2010 73
Figure 31: Outsourced domestic APs in Italy by contact center sizeband 2005 - 2010 75
Figure 32:   Geographic markets served by Italy outsourced APs 2005 - 2010 77
Figure 33: Total Spain outsourced agent positions 2005 - 2010 79
Figure 34: Vertical distribution of offshore outsourced APs in Spain 2005 - 2010 81
Figure 35: Vertical distribution of domestic outsourced APs in Spain 2005 - 2010 83
Figure 36: Outsourced offshore APs in Spain by contact center sizeband 2005 - 2010 85
Figure 37: Outsourced domestic APs in Spain by contact center sizeband 2005 - 2010 87
Figure 38: Geographic markets served by Spain outsourced APs 2005 - 2010 89
Figure 39: Total Benelux outsourced agent positions 2005 - 2010 91
Figure 40: Vertical distribution of offshore outsourced APs in Benelux 2005 - 2010 93
Figure 41: Vertical distribution of domestic outsourced APs in Benelux 2005 - 2010 95
Figure 42: Outsourced offshore APs in Benelux by contact center sizeband 2005 - 2010 97
Figure 43: Outsourced domestic APs in Benelux by contact center sizeband 2005 - 2010 99
Figure 44:    Geographic markets served by Benelux outsourced APs 2005 - 2010 101
Figure 45: Total USA outsourced agent positions 2005 - 2010 103
Figure 46: Vertical distribution of offshore outsourced APs in USA 2005 - 2010 105
Figure 47: Vertical distribution of domestic outsourced APs in Spain 2005 - 2010 107
Figure 48: Outsourced offshore APs in USA by contact center sizeband 2005 - 2010 109
Figure 49: Outsourced domestic APs in USA by contact center sizeband 2005 - 2010 111
Figure 50: Geographic markets served by USA outsourced APs 2005 - 2010 113
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