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
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