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.

Report 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.
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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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