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The Future of Vertical Investment in Contact Center Outsourcing (Review Report)
Market Report, March 2007, 2716  €


Description

IntroductionThis report analyzes vertical outsourcing trends from the standpoint of contact centers, and provides the reader with insight in how to profit from both emerging and mature segments.
It also looks at regional variance and provides strategies on how to develop a global strategy designed for one or more verticals.ScopeOverview of regional variances in contact center vertical outsourcing A discussion of mature vertical markets and their needs in contact center outsourcing A discussion of emerging vertical markets and their needs in contact center outsourcing A quantitative overview of the global and regional contact center outsourcing landscape from the standpoint of vertical investmentHighlightsThe regional and global growth in vertical contact center outsourcing Market pain points being felt by players in emerging and mature verticals that can be captured by contact center outsourcersReasons to PurchaseLearn about how contact center outsourcing will shift in vertical adoption Understand the key strategies needed to win outsourcing business from niche industries Gain knowledge on the evolution of vertical-based contact center outsourcing

Sommaire
 
DATAMONITOR VIEW 1
CATALYST 1
SUMMARY 1
METHODOLOGY 2
EXECUTIVE SUMMARY 3
Introduction 3
Regional Variances in Vertical Outsourcing (Market Focus) 3
Mature Vertical Markets - Profiting from Established Contact Center Outsourcing (Strategy Focus) 3
Emerging Outsourcing Customers - How To Attack New Industry Customers (Strategy Focus) 4
Trends in Vertical Contact Center Outsourcing Investment (Databook) 4
REGIONAL VARIANCES IN VERTICAL OUTSOURCING (MARKET FOCUS) 8
Summary 8
North American vertical investment will be consistent across the region 8
Geographic split 8
North American emerging markets - potential in health care and government 8
North American mature markets - growth in US financial services 9
North American mature markets - growth in US financial services 11
EMEA's diverse nature means varied degrees of vertical investment 13
Geographic split 13
EMEA emerging markets - consistent levels of investment 13
EMEA mature markets - opportunities in financial services and manufacturing 15
APAC - domestic economic growth means diversified vertical investment 17
Geographic split 17
APAC emerging markets - growth across the region 17
APAC mature markets - new growth in manufacturing and retail 19
New realities mean new vertical offshore investment in CALA 21
Geographic split 21
CALA emerging markets - revenue potential in health care and travel & tourism 21
CALA mature markets - possibilities in manufacturing, financial services and retail 23
MATURE VERTICAL MARKETS - PROFITING FROM ESTABLISHED CONTACT CENTER OUTSOURCING (STRATEGY FOCUS) 26
Summary 26
Mature vertical markets continue outsourcing but growth will slow 26
Mature contact center outsourcing - total market size 26
Mature market contact center outsourcing - vertical breakout 28
Pricing and quality issues will dominate telco outsourcing investment decisions 29
Segment telco prospects into distinct markets 30
Provide telcos with diversified location strategies 31
Cross-sell / upsell capabilities 31
Emphasize integration services 31
Financial services outsourcing wins will be based on data protection and cost 31
Recognize the diversity of the financial services sector 32
Emphasize data protection capabilities 32
Offer flexible location strategies 33
Leverage self-service options 33
Technology manufacturers need outsourcing partners that are cost and culture sensitive 33
Ensure services are price-sensitive 34
Emphasize staff quality 34
Understand the differences among technology clients 34
Retail channel diversification means new investment opportunities 35
Emphasize cost savings 35
Attack emerging retail channels 35
EMERGING OUTSOURCING CUSTOMERS - HOW TO ATTACK NEW INDUSTRY CUSTOMERS (STRATEGY FOCUS) 37
Summary 37
New verticals will continue to invest in contact center outsourcing 37
Emerging vertical outsourcing investors - total market 37
Emerging vertical outsourcing investors - breakout 39
New commercial realities mean opportunities in travel & hospitality 40
Concentrate on price sensitivity 41
Focus on commercialization 41
Look for new opportunities driven by new contact channels 42
Hotels may be the source of hidden value 42
Health care outsourcing remains complex but potentially profitable 42
Emphasize customer service levels 43
Provide automated service options 43
Partner with existing health care non-CC BPO providers 43
Sell offshore as a niche solution 44
Public sector outsourcing is an open market for outsourcers 44
Emphasize agent quality / cost relationship 44
Engage government procurement specialists 45
Target key government agencies for outsourcing business 45
Embrace E-government opportunities 45
Changing utilities markets mean need for outsourced customer service 45
Emphasize opportunities to build customer satisfaction 46
Cost management potential 46
Product / service integration services 46
TRENDS IN VERTICAL CONTACT CENTER OUTSOURCING INVESTMENT (DATABOOK) 48
Introduction 48
Vertical contact center outsourcing trends in Canada, 2006 - 2012 49
Vertical contact center outsourcing trends in the USA, 2006 - 2012 51
Vertical contact center outsourcing trends in Western Europe, 2006 - 2012 53
Vertical contact center outsourcing trends in Central & Eastern Europe, 2006 - 2012 55
Vertical contact center outsourcing trends in North Africa, 2006 - 2012 57
Vertical contact center outsourcing trends in Sub-Saharan Africa, 2006 - 2012 59
Vertical contact center outsourcing trends in India, 2006 - 2012 61
Vertical contact center outsourcing trends in the Philippines, 2006 - 2012 63
Vertical contact center outsourcing trends in China, 2006 - 2012 65
Vertical contact center outsourcing trends in Malaysia, 2006 - 2012 67
Vertical contact center outsourcing trends in Australia / New Zealand, 2006 - 2012 69
Vertical contact center outsourcing trends in Mexico, 2006 - 2012 71
Vertical contact center outsourcing trends in South America, 2006 - 2012 73
Vertical contact center outsourcing trends in Central America, 2006 - 2012 75
APPENDIX 77
Ask the analyst 77
List of Tables
Table 1: Emerging North American vertical investment in contact center outsourcing services, 2005 - 2012 11
Table 2: Mature North American vertical investment in contact center outsourcing services, 2005 - 2012 13
Table 3: Emerging EMEA vertical investment in contact center outsourcing services, 2005 - 2012 15
Table 4: Mature EMEA vertical investment in contact center outsourcing services, 2005 - 2012 17
Table 5: Emerging APAC vertical investment in contact center outsourcing services, 2005 - 2012 19
Table 6: Mature APAC vertical investment in contact center outsourcing services, 2005 - 2012 21
Table 7: Emerging CALA vertical investment in contact center outsourcing services, 2005 - 2012 23
Table 8: Emerging CALA vertical investment in contact center outsourcing services, 2005 - 2012 25
Table 9: Total market size: mature vertical outsourcing markets, 2006 - 2012 28
Table 10: Total market size: emerging vertical outsourcing investors, 2006 - 2012 39
Table 11: Vertical contact center outsourcing trends in Canada, 2006 - 2012 50
Table 12: Vertical contact center outsourcing trends in the USA, 2006 - 2012 52
Table 13: Vertical contact center outsourcing trends in Western Europe, 2006 - 2012 54
Table 14: Vertical contact center outsourcing trends in Central & Eastern Europe, 2006 - 2012 56
Table 15: Vertical contact center outsourcing trends in North Africa, 2006 - 2012 58
Table 16: Vertical contact center outsourcing trends in Sub-Saharan Africa, 2006 - 2012 60
Table 17: Vertical contact center outsourcing trends in India, 2006 - 2012 62
Table 18: Vertical contact center outsourcing trends in the Philippines, 2006 - 2012 64
Table 19: Vertical contact center outsourcing trends in China, 2006 - 2012 66
Table 20: Vertical contact center outsourcing trends in Malaysia, 2006 - 2012 68
Table 21: Vertical contact center outsourcing trends in Australia / New Zealand, 2006 - 2012 70
Table 22: Vertical contact center outsourcing trends in Mexico, 2006 - 2012 72
Table 23: Vertical contact center outsourcing trends in South America, 2006 - 2012 74
Table 24: Vertical contact center outsourcing trends in Central America, 2006 - 2012 76
List of Figures
Figure 1: Emerging North American vertical investment in contact center outsourcing services, 2005 - 2012 10
Figure 2: Mature North American vertical investment in contact center outsourcing services, 2005 - 2012 12
Figure 3: Emerging EMEA vertical investment in contact center outsourcing services, 2005 - 2012 14
Figure 4: Mature EMEA vertical investment in contact center outsourcing services, 2005 - 2012 16
Figure 5: Emerging APAC vertical investment in contact center outsourcing services, 2005 - 2012 18
Figure 6: Mature APAC vertical investment in contact center outsourcing services, 2005 - 2012 20
Figure 7: Emerging CALA vertical investment in contact center outsourcing services, 2005 - 2012 22
Figure 8: Emerging CALA vertical investment in contact center outsourcing services, 2005 - 2012 24
Figure 9: Total market size: mature vertical outsourcing markets, 2006 - 2012 27
Figure 10: Breakout of mature outsourcing verticals, 2006 - 2012 29
Figure 11: Total number of online shoppers in the UK, 1998 - 2005 36
Figure 12: Total market size: emerging vertical outsourcing investors, 2006 - 2012 38
Figure 13: Breakout of emerging vertical outsourcing investors, 2006 - 2012 40
Figure 14: Vertical contact center outsourcing trends in Canada, 2006 - 2012 49
Figure 15: Vertical contact center outsourcing trends in the USA, 2006 - 2012 51
Figure 16: Vertical contact center outsourcing trends in Western Europe, 2006 - 2012 53
Figure 17: Vertical contact center outsourcing trends in Central & Eastern Europe, 2006 - 2012 55
Figure 18: Vertical contact center outsourcing trends in North Africa, 2006 - 2012 57
Figure 19: Vertical contact center outsourcing trends in Sub-Saharan Africa, 2006 - 2012 59
Figure 20: Vertical contact center outsourcing trends in India, 2006 - 2012 61
Figure 21: Vertical contact center outsourcing trends in the Philippines, 2006 - 2012 63
Figure 22: Vertical contact center outsourcing trends in China, 2006 - 2012 65
Figure 23: Vertical contact center outsourcing trends in Malaysia, 2006 - 2012 67
Figure 24: Vertical contact center outsourcing trends in Australia / New Zealand, 2006 - 2012 69
Figure 25: Vertical contact center outsourcing trends in Mexico, 2006 - 2012 71
Figure 26: Vertical contact center outsourcing trends in South America, 2006 - 2012 73
Figure 27: Vertical contact center outsourcing trends in Central America, 2006 - 2012 75
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