Horizontal Contact Center Outsourcing Trends to 2012 (Review Report)

Overview 1
Catalyst 1
Summary 1
Methodology 1
Executive Summary 2
Introduction 2
Sales & Marketing - Is there a future for outsourced outbound calling? (Market Focus) 2
Outsourced customer care - how best to meet shifting investor needs (Strategy Focus) 2
How to profit in a multifunctional outsourcing environment (Strategy Focus) 2
Contact center outsourcing functionality - trends to 2012 (Databook) 3
Table of figures 5
Table of tables 6
Sales & marketing: is there a future for outsourced outbound calling? 6
Summary 6
Outbound calling faces more challenges than ever 6
Consumer hostility 7
Legislative challenges 8
High costs 8
Poor quality perception 8
However, outsourced outbound calling is set to increase 9
Global analysis 9
Regional analysis 10
Outsourced outbound investors need savings, quality and commercial opportunities 12
Cost savings 12
Professional approach 13
Increased commercial opportunities 13
Outsourcers can leverage a number of strategies to increase outbound revenues 13
Emphasize professional nature of services to prospective investors 14
Show real cost savings 15
Emphasize abilities in value-added services 15
Warm-calling 15
Debt collection 16
Charity work 18
Political contracts 18
outsourced customer care: how best to meet shifting investor needs (Strategy Focus) 19
Summary 19
In-house customer care services face multiple pain points 19
Cost constraints 20
Quality interactions 21
Product / Service Overload 21
New revenue generation 22
However, the global customer care market continues to grow 22
Global analysis 22
Regional analysis 23
Outsourcing is an attractive option for inbound customer care investors 25
Lower overheads 25
Professionalism 25
Capacity flexibility 26
Traditional and new solutions will win outsourcers new inbound customer care business 26
Concentrate on the investor's core business needs 26
Emphasize cost reduction abilities 27
Profit center migration 28
Examine the viability of commercialization 28
Agent recruitment 28
Leverage CRM technologies to cross-sell / upsell 28
Emphasize commercial abilities but not at the expense of customer service 29
how to profit in a multifunctional outsourcing environment (strategy Focus) 31
Summary 31
The importance of internal capabilities and exogenous factors 31
Horizontal market dynamics 31
Geographic and vertical opportunity identification 31
Internal suitability 31
Geographic & vertical markets and their impact on long-term opportunity 32
Geographic growth patterns 32
North America 33
Western Europe 34
Eastern Europe, Middle East and Africa 34
APAC 34
CALA 34
Vertical opportunities 34
Functional dynamics can pose obstacles or opportunity 35
Customer service 36
Marketing & sales 36
Technical support 36
B2E 37
Internal operations impact long-term horizontal strategies 37
Agent sophistication 38
Technology capabilities 39
Offshore / onshore mix 39
Outsourcer's horizontal pedigree 40
contact center outsourcing functionality - trends to 2012 (Databook) 41
Introduction 41
Introduction 41
Canadian horizontal contact center outsourcing, 2006 - 2012 42
US horizontal contact center outsourcing, 2006 - 2012 43
Benelux horizontal contact center outsourcing, 2006 - 2012 44
Bulgaria horizontal contact center outsourcing, 2006 - 2012 45
Czech Republic horizontal contact center outsourcing, 2006 - 2012 46
Egyptian horizontal contact center outsourcing, 2006 - 2012 47
Estonian horizontal contact center outsourcing, 2006 - 2012 48
French horizontal contact center outsourcing, 2006 - 2012 49
German horizontal contact center outsourcing, 2006 - 2012 50
Hungarian horizontal contact center outsourcing, 2006 - 2012 51
Italian horizontal contact center outsourcing, 2006 - 2012 52
Kenyan horizontal contact center outsourcing, 2006 - 2012 53
Latvian horizontal contact center outsourcing, 2006 - 2012 54
Lithuanian horizontal contact center outsourcing, 2006 - 2012 55
Moroccan horizontal contact center outsourcing, 2006 - 2012 56
Polish horizontal contact center outsourcing, 2006 - 2012 57
Romanian horizontal contact center outsourcing, 2006 - 2012 58
Russian horizontal contact center outsourcing, 2006 - 2012 59
South African horizontal contact center outsourcing, 2006 - 2012 60
Spanish horizontal contact center outsourcing, 2006 - 2012 61
Tunisian horizontal contact center outsourcing, 2006 - 2012 62
UK horizontal contact center outsourcing, 2006 - 2012 63
Australian horizontal contact center outsourcing, 2006 - 2012 64
Chinese horizontal contact center outsourcing, 2006 - 2012 65
Indian horizontal contact center outsourcing, 2006 - 2012 66
Malaysian horizontal contact center outsourcing, 2006 - 2012 67
New Zealand horizontal contact center outsourcing, 2006 - 2012 68
Philippine horizontal contact center outsourcing, 2006 - 2012 69
Argentine horizontal contact center outsourcing, 2006 - 2012 70
Brazilian horizontal contact center outsourcing, 2006 - 2012 71
Chilean horizontal contact center outsourcing, 2006 - 2012 72
Costa Rican horizontal contact center outsourcing, 2006 - 2012 73
Mexican horizontal contact center outsourcing, 2006 - 2012 74
Panamanian horizontal contact center outsourcing, 2006 - 2012 75
APPENDIX 77
Methodology 77
Further reading 77
Ask the analyst 77
Datamonitor consulting 77
Disclaimer 77

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Table 1: Global APs in outbound sales & marketing functions, 2006 - 2012 10
Table 2: Global customer care market size (APs), 2006 - 2012 23
Table 3: Regional breakout of customer care APs, 2006 - 2012 25
Table 4: Selected examples of cross-selling / upselling by contact center agents 29
Table 5: Vertical opportunities by horizontal outsourced contact center functions - mature industries 35
Table 6: Vertical opportunities by horizontal outsourced contact center functions - emerging industries 35
Table 7: Canadian horizontal contact center outsourcing, 2006 - 2012 42
Table 8: US horizontal contact center outsourcing, 2006 - 2012 44
Table 9: Benelux horizontal contact center outsourcing, 2006 - 2012 45
Table 10: Bulgarian horizontal contact center outsourcing, 2006 - 2012 46
Table 11: Czech Republic horizontal contact center outsourcing, 2006 - 2012 47
Table 12: Egyptian horizontal contact center outsourcing, 2006 - 2012 48
Table 13: Estonian horizontal contact center outsourcing, 2006 - 2012 49
Table 14: French horizontal contact center outsourcing, 2006 - 2012 50
Table 15: German horizontal contact center outsourcing, 2006 - 2012 51
Table 16: Hungarian horizontal contact center outsourcing, 2006 - 2012 52
Table 17: Italian horizontal contact center outsourcing, 2006 - 2012 53
Table 18: Kenyan horizontal contact center outsourcing, 2006 - 2012 54
Table 19: Latvian horizontal contact center outsourcing, 2006 - 2012 55
Table 20: Lithuanian horizontal contact center outsourcing, 2006 - 2012 56
Table 21: Moroccan horizontal contact center outsourcing, 2006 - 2012 57
Table 22: Polish horizontal contact center outsourcing, 2006 - 2012 58
Table 23: Romanian horizontal contact center outsourcing, 2006 - 2012 59
Table 24: Russian horizontal contact center outsourcing, 2006 - 2012 60
Table 25: South African horizontal contact center outsourcing, 2006 - 2012 61
Table 26: Spanish horizontal contact center outsourcing, 2006 - 2012 62
Table 27: Tunisian horizontal contact center outsourcing, 2006 - 2012 63
Table 28: UK horizontal contact center outsourcing, 2006 - 2012 64
Table 29: Australian horizontal contact center outsourcing, 2006 - 2012 65
Table 30: Chinese horizontal contact center outsourcing, 2006 - 2012 66
Table 31: Indian horizontal contact center outsourcing, 2006 - 2012 67
Table 32: Malaysian horizontal contact center outsourcing, 2006 - 2012 68
Table 33: New Zealand horizontal contact center outsourcing, 2006 - 2012 69
Table 34: Philippine horizontal contact center outsourcing, 2006 - 2012 70
Table 35: Argentine horizontal contact center outsourcing, 2006 - 2012 71
Table 36: Brazilian horizontal contact center outsourcing, 2006 - 2012 72
Table 37: Chilean horizontal contact center outsourcing, 2006 - 2012 73
Table 38: Costa Rican horizontal contact center outsourcing, 2006 - 2012 74
Table 39: Mexican horizontal contact center outsourcing, 2006 - 2012 75
Table 40: Panamanian horizontal contact center outsourcing, 2006 - 2012 76


Figure 1: Key challenges faced in outbound calling 7
Figure 2: Global APs in outbound sales & marketing functions, 2006 - 2012 9
Figure 3: Regional breakout of sales & marketing outbound APs, 2006 - 2012 11
Figure 4: Key motivators influencing outbound outsourcing investment decisions 12
Figure 5: Outbound strategic differentiators in outbound calling 14
Figure 6: Outstanding US consumer credit, 2002 - 2006 17
Figure 7: Pain points faced by in-house customer care investors 20
Figure 8: Global customer care market size (APs), 2006 - 2012 23
Figure 9: Regional breakout of customer care APs, 2006 - 2012 24
Figure 10: Prioritization during a customer care call 30
Figure 11: Internal and exogenous considerations impacting horizontal contact center outsourcing strategies 32
Figure 12: Worldwide outsourced contact center functional growth patterns, 2006 - 2012 33
Figure 13: Internal capability parameter assessment for horizontal contact center outsourcing 38
Figure 14: Outsourced contact center wages by horizontal function, 2006 40
Figure 15: Canadian horizontal contact center outsourcing, 2006 - 2012 42
Figure 16: US horizontal contact center outsourcing, 2006 - 2012 43
Figure 17: Benelux horizontal contact center outsourcing, 2006 - 2012 44
Figure 18: Bulgarian horizontal contact center outsourcing, 2006 - 2012 45
Figure 19: Czech Republic horizontal contact center outsourcing, 2006 - 2012 46
Figure 20: Egyptian horizontal contact center outsourcing, 2006 - 2012 47
Figure 21: Estonian horizontal contact center outsourcing, 2006 - 2012 48
Figure 22: French horizontal contact center outsourcing, 2006 - 2012 49
Figure 23: German horizontal contact center outsourcing, 2006 - 2012 50
Figure 24: Hungarian horizontal contact center outsourcing, 2006 - 2012 51
Figure 25: Italian horizontal contact center outsourcing, 2006 - 2012 52
Figure 26: Kenyan horizontal contact center outsourcing, 2006 - 2012 53
Figure 27: Latvian horizontal contact center outsourcing, 2006 - 2012 54
Figure 28: Lithuanian horizontal contact center outsourcing, 2006 - 2012 55
Figure 29: Moroccan horizontal contact center outsourcing, 2006 - 2012 56
Figure 30: Polish horizontal contact center outsourcing, 2006 - 2012 57
Figure 31: Romanian horizontal contact center outsourcing, 2006 - 2012 58
Figure 32: Russian horizontal contact center outsourcing, 2006 - 2012 59
Figure 33: South African horizontal contact center outsourcing, 2006 - 2012 60
Figure 34: Spanish horizontal contact center outsourcing, 2006 - 2012 61
Figure 35: Tunisian horizontal contact center outsourcing, 2006 - 2012 62
Figure 36: UK horizontal contact center outsourcing, 2006 - 2012 63
Figure 37: Australian horizontal contact center outsourcing, 2006 - 2012 64
Figure 38: Chinese horizontal contact center outsourcing, 2006 - 2012 65
Figure 39: Indian horizontal contact center outsourcing, 2006 - 2012 66
Figure 40: Malaysian horizontal contact center outsourcing, 2006 - 2012 67
Figure 41: New Zealand horizontal contact center outsourcing, 2006 - 2012 68
Figure 42: Philippine horizontal contact center outsourcing, 2006 - 2012 69
Figure 43: Argentine horizontal contact center outsourcing, 2006 - 2012 70
Figure 44: Brazilian horizontal contact center outsourcing, 2006 - 2012 71
Figure 45: Chilean horizontal contact center outsourcing, 2006 - 2012 72
Figure 46: Costa Rican horizontal contact center outsourcing, 2006 - 2012 73
Figure 47: Mexican horizontal contact center outsourcing, 2006 - 2012 74
Figure 48: Panamanian horizontal contact center outsourcing, 2006 - 2012 75

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