The Call Center Outsourcing Outlook: Developing opportunities in a commodity market

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The Call Center Outsourcing Outlook: Developing opportunities in a commodity market
Market Report, February 2005, 1224 €

Description

The call center outsourcing market is a fast, maturing industry that many people now regard as a commodity business, ‘The Call Center Outsourcing Market Outlook: Developing opportunities in a commodity market’ is a technology management report that will help outsourcing service providers to identify growth opportunities and develop strategies to successfully target them.
This report provides in-depth analysis of key market drivers and inhibitors and forecasts to 2008 by region and vertical industry.
The competitive landscape is examined in detail including the strengths of key vendors, and strategies for growth including new destinations, expanded service portfolios, evolving pricing models, offshore and near shore, and the emergence of the ‘quality sell’.

Sommaire

Table of Contents

The Call Center Outsourcing Outlook

Executive summary 12

Key drivers 12

The EMEA call center outsourcing market 12

The US call center outsourcing market 13

Offshore outsourcing: India not the only destination 14

Call center outsourcing services 15

Competitive advantage: succeeding in a commodity market 16

Chapter 1 Introduction 20

What is this report about 20

Who is the target reader 20

Definitions 21

Agent position (AP) 21

ASP (application service provider) 21

Call center 22

Contact center 22

CRM 22

IP-architected call center 22

Multimedia contact center 23

Outsourcing 23

Chapter 2 Key drivers 26

Summary 26

Why outsource? 26

Vendor recommendations 27

What should I look for in an outsourcer? 28

Key future trends 29

Chapter 3 The EMEA call center outsourcing

market 32

Summary 32

Market sizing 33

Outsourced APs in EMEA 33

Country insight 34

Outsourcing traffic 36

Inbound and outbound traffic 36

Vertical focus 37

Introduction 37

Communications 39

Propensity to outsource 41

Distribution and wholesale 41

Propensity to outsource 41

Entertainment, media and leisure 42

Propensity to outsource 43

Financial services 43

Propensity to outsource 45

Healthcare 46

Propensity to outsource 46

Manufacturing 47

Propensity to outsource 47

Public sector 47

Propensity to outsource 49

Retail 49

Propensity to outsource 50

Technology 50

Propensity to outsource 50

Travel and tourism 51

Propensity to outsource 51

Utilities 52

Propensity to outsource 52

Competitive dynamics 53

Traditional outsourcing competitors 54

Non-traditional competitors 55

Strategic recommendations 56

Chapter 4 The US call center outsourcing

market 58

Summary 58

Market sizing 59

Country insight 60

Impact of the TSR on outsourcers 61

Outsourcing traffic 63

Inbound activity will increase as a proportion of total call center activity 63

Impediments to outsourcing growth in the US 64

Vertical focus 65

Introduction 65

Communications 66

Education 66

Entertainment 67

Financial services 67

Retail banking 67

Insurance 67

Investments and securities 67

Healthcare and pharmaceutical 68

Manufacturing 68

Public sector 68

Federal government 69

State and local government 69

Retail 70

Technology 70

Transport and logistics 70

Travel and tourism 70

Utilities 71

Other vertical markets 72

Competitive dynamics 72

Systems integrators 72

Outsourcing providers 74

Strategic recommendations 74

Adding more value-add services 74

Penetrating new vertical markets 75

Use technology as a competitive differentiator 76

Establish a global network of call centers in offshore/near shore locations 76

Chapter 5 Offshore outsourcing: India not

the only destination 80

Summary 80

Introduction 81

Definitions 81

Near shore 81

Offshore 81

The evolution of offshore and near shore outsourcing 82

Moving from capital expenditure to operational expenditure 82

More demand for multilingual services 83

Demand is growing and shifting eastward 83

Specific country requirements 84

US 84

UK 85

France 85

Germany 86

Rest of Europe 87

Barriers to off shoring 88

‘Losing’ control 89

The distance issue 90

Cultural affinity 90

Quality of service 91

Offshore outsourcing strategies 91

Offshore destinations 92

The language barrier 92

Dutch-speaking markets 92

English-speaking markets 92

French-speaking markets 93

German-speaking markets 93

Italian-speaking markets 93

Spanish-speaking markets 94

Profile of the Americas region 94

Latin America 95

Canada 99

Profile of the Central & Eastern Europe (CEE) region 102

Hungary 104

Poland 104

Baltic States 105

Czech Republic 106

Profile of the Middle East & Africa (MEA) region 106

Morocco and Tunisia (North Africa) 107

South Africa 108

Turkey 109

Profile of the APAC region 110

India 111

Philippines 111

Malaysia 112

Others 112

Future implications of offshore outsourcing 113

One-stop shop for end-to-end BPO 113

The shadow infrastructure 114

Offshore vs. onshore 114

Recommendations for vendors 116

The quality sell 116

Quality agents 116

Quality processes 116

Refine sales approach 117

Carve a niche and partner for success 117

Allay customers’ fears 118

Chapter 6 Call center outsourcing services 121

Summary 121

What should you outsource? 122

Inbound customer care 122

Inbound sales 122

Inbound technical support 122

Outbound cold calling 123

Outbound warm calling 123

Outbound customer service call-back 123

Outbound collections 123

New Internet channels 124

Vendor strategies 125

Expanding service portfolios 125

New services 126

New delivery models 126

Evolving pricing models 127

Risk / reward sharing 128

Efficiency sharing pricing models 129

Chapter 7 Competitive advantage:

succeeding in a commodity

market 133

Summary 133

Introduction 134

The bigger picture 134

Full service providers (FSPs) 135

IT service providers 136

Systems integrators 136

Telcos 136

Telcos with their own outsourcing facilities 136

Telcos without their own outsourcing facilities 137

Offshore and near shore specialists 137

Technology vendors 138

Strategic recommendations 138

New business generation 138

Delivering best practice 139

Back office and front office 139

Understanding customer concerns 140

Procuring outsourcing 140

Brand impact 140

Managing risk 140

Addressing regulatory requirements 141

Focus on the Sarbanes-Oxley Act 141

Focus on the Basel II accord 142

Focus on data protection 142

Future market outlook 143

Chapter 8 Key vendors 145

Competitive landscape 145

The comfort factor 145

Competitive strengths of call center outsourcing vendors 146

Accenture 147

Service differentiation 148

Capgemini 149

Service differentiation 149

CSC 150

Service differentiation 150

EDS 150

Service differentiation 151

HP with BT 152

Service differentiation 152

IBM Global Services 153

Service differentiation 153

ICICI-OneSource 154

Service differentiation 154

Wipro Spectramind 155

Service differentiation 155

Index 156

List of Figures

Figure 3.1: In-house and outsourced APs in EMEA, 2002 - 2007 33

Figure 3.2: The EMEA call center solar system 34

Figure 3.3: Summary of call handling functions 36

Figure 3.4: Outsourced APs in EMEA by vertical market 39

Figure 4.5: Proportion of APs in the US, 2003-2008 59

Figure 4.6: Vertical market comparison, 2003 66

Figure 5.7: Barriers to offshore outsourcing 89

Figure 5.8: Risk and reward matrix – the Americas region 95

Figure 5.9: Canadian outsourced and in-house APs serving the US market 101

Figure 5.10: Risk and reward matrix – CEE region 103

Figure 5.11: Risk and reward matrix – MEA region 107

Figure 5.12: Risk and reward matrix – Asia Pacific region 110

Figure 5.13: Offshore outsourced APs are a threat to onshore outsourced APs 115

Figure 7.14: Service offerings: how the pieces fit together 135

Figure 8.15: Comparison of profiled vendors’ service delivery focus 147

List of Tables

Table 2.1: Important factors when outsourcing, by country (EMEA) 29

Table 5.2: Main offshore and near shore outsourcing locations for the major outsourcing

customer markets