Outsourced Customer Care: how best to meet shifting investor needs (Strategy Focus)

A study on the future of third-party customer care, its current pain points and the best ways for outsourcers to make sure evolving investor requirements are satisfied. Market sizing and projections are also included.



Report Highlights
There are significant pain points currently faced by in-house customer care contact center investors, mainly revolving around cost, quality assurance and lack of new revenues The outsourced customer care sector will grow through the coming 5 years, as investors look to enhance end-user interactions and reduce overhead expenses Datamonitor provides several strategies that outsourcers can use in order to win new business from firms looking to provide high-quality and cost effective contact center-based customer care


[Studien Infos ausblenden]

DATAMONITOR VIEW 1
CATALYST 1
SUMMARY 1
ANALYSIS 2
In-house customer care services face multiple pain points 2
Cost constraints 2
Quality interactions 3
Product / Service Overload 3
New revenue generation 4
However, the global customer care market continues to grow 4
Global analysis 4
Regional analysis 5
Outsourcing is an attractive option for inbound customer care investors 7
Lower overheads 7
Professionalism 7
Capacity flexibility 7
Traditional and new solutions will win outsourcers new inbound customer care business 8
Concentrate on the investor's core business needs 8
Emphasize cost reduction abilities 8
Profit center migration 9
Examine the viability of commercialization 9
Agent recruitment 9
Leverage CRM technologies to cross-sell / upsell 10
Emphasize commercial abilities but not at the expense of customer service 10
APPENDIX 13
Methodology 13
Further reading 13
How to profit in a multifunctional outsourcing environment (Strategy Focus) - BFTC1746 13
Ask the analyst 13
Datamonitor consulting 13
Disclaimer 13

[Inhaltsverzeichnis ausblenden]

Table 1: Global customer care market size (APs), 2006 - 2012 5
Table 2: Regional breakout of customer care APs, 2006 - 2012 6
Table 3: Selected examples of cross-selling / upselling by contact center agents 10


Figure 1: Pain points faced by in-house customer care investors 2
Figure 2: Global customer care market size (APs), 2006 - 2012 4
Figure 3: Regional breakout of customer care APs, 2006 - 2012 6
Figure 4: Prioritization during a customer care call 11

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