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

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’.
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Executive summary

Key drivers
The EMEA call center outsourcing market
The US call center outsourcing market
Offshore outsourcing: India not the only destination
Call center outsourcing services
Competitive advantage: succeeding in a commodity market

Chapter 1 Introduction

What is this report about
Who is the target reader
Definitions
Agent position (AP)
ASP (application service provider)
Call center
Contact center
CRM
IP-architected call center
Multimedia contact center
Outsourcing

Chapter 2 Key drivers

Summary
Why outsource?
Vendor recommendations
What should I look for in an outsourcer?
Key future trends

Chapter 3 The EMEA call center outsourcing market

Summary
Market sizing
Outsourced APs in EMEA
Country insight
Outsourcing traffic
Inbound and outbound traffic
Vertical focus
Introduction
Communications
Propensity to outsource
Distribution and wholesale
Propensity to outsource
Entertainment, media and leisure
Propensity to outsource
Financial services
Propensity to outsource

Healthcare
Propensity to outsource
Manufacturing
Propensity to outsource
Public sector
Propensity to outsource
Retail
Propensity to outsource
Technology
Propensity to outsource
Travel and tourism
Propensity to outsource
Utilities
Propensity to outsource
Competitive dynamics
Traditional outsourcing competitors
Non-traditional competitors
Strategic recommendations

Chapter 4 The US call center outsourcing market

Summary
Market sizing
Country insight
Impact of the TSR on outsourcers
Outsourcing traffic
Inbound activity will increase as a proportion of total call center activity
Impediments to outsourcing growth in the US
Vertical focus
Introduction
Communications
Education
Entertainment
Financial services
Retail banking
Insurance
Investments and securities
Healthcare and pharmaceutical
Manufacturing
Public sector
Federal government
State and local government
Retail
Technology
Transport and logistics
Travel and tourism
Utilities
Other vertical markets
Competitive dynamics
Systems integrators
Outsourcing providers
Strategic recommendations
Adding more value-add services
Penetrating new vertical markets
Use technology as a competitive differentiator
Establish a global network of call centers in offshore/near shore locations

Chapter 5 Offshore outsourcing: India not the only destination

Summary
Introduction
Definitions
Near shore
Offshore
The evolution of offshore and near shore outsourcing
Moving from capital expenditure to operational expenditure
More demand for multilingual services
Demand is growing and shifting eastward
Specific country requirements
US
UK
France
Germany
Rest of Europe
Barriers to off shoring
‘Losing’ control
The distance issue
Cultural affinity
Quality of service
Offshore outsourcing strategies
Offshore destinations
The language barrier
Dutch-speaking markets
English-speaking markets
French-speaking markets
German-speaking markets
Italian-speaking markets
Spanish-speaking markets
Profile of the Americas region
Latin America
Canada
Profile of the Central & Eastern Europe (CEE) region
Hungary
Poland
Baltic States
Czech Republic
Profile of the Middle East & Africa (MEA) region
Morocco and Tunisia (North Africa)
South Africa
Turkey
Profile of the APAC region
India
Philippines
Malaysia
Others
Future implications of offshore outsourcing
One-stop shop for end-to-end BPO
The shadow infrastructure
Offshore vs. onshore
Recommendations for vendors
The quality sell
Quality agents
Quality processes
Refine sales approach
Carve a niche and partner for success
Allay customers’ fears

Chapter 6 Call center outsourcing services

Summary
What should you outsource?
Inbound customer care
Inbound sales
Inbound technical support
Outbound cold calling
Outbound warm calling
Outbound customer service call-back
Outbound collections
New Internet channels
Vendor strategies
Expanding service portfolios
New services
New delivery models
Evolving pricing models
Risk / reward sharing
Efficiency sharing pricing models

Chapter 7 Competitive advantage: succeeding in a commodity market

Summary
Introduction
The bigger picture
Full service providers (FSPs)
IT service providers
Systems integrators
Telcos
Telcos with their own outsourcing facilities
Telcos without their own outsourcing facilities
Offshore and near shore specialists
Technology vendors
Strategic recommendations
New business generation
Delivering best practice
Back office and front office
Understanding customer concerns
Procuring outsourcing
Brand impact
Managing risk
Addressing regulatory requirements
Focus on the Sarbanes-Oxley Act
Focus on the Basel II accord
Focus on data protection
Future market outlook

Chapter 8 Key vendors

Competitive landscape
The comfort factor
Competitive strengths of call center outsourcing vendors
Accenture
Service differentiation
Capgemini
Service differentiation
CSC
Service differentiation
EDS
Service differentiation
HP with BT
Service differentiation
IBM Global Services
Service differentiation
ICICI-OneSource
Service differentiation
Wipro Spectramind
Service differentiation

Index
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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 84

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
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