Sales & Marketing - Is there a future for outsourced outbound calling? (Market Focus)

The outsourced outbound contact center services market has faced several daunting challenges over the past decade. However, despite a once negative outlook, this segment now appears poised for a comeback and opportunities abound for contact center outsourcers looking to profit in niche areas.



Report Highlights
Datamonitor expects that the sales & marketing outbound market will increase globally through the coming five years However, the pain points that outbound calling faces to this day are considerable Outsourcers have an excellent opportunity to leverage their cost management capacities and quality emphasis when looking to win outbound sales & marketing business across a number of different areas


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DATAMONITOR VIEW 1
CATALYST 1
SUMMARY 1
ANALYSIS 2
Outbound calling faces more challenges than ever 2
Consumer hostility 3
Legislative challenges 3
High costs 3
Poor quality perception 3
However, outsourced outbound calling is set to increase 4
Global analysis 4
Regional analysis 5
Outsourced outbound investors need savings, quality and commercial opportunities 7
Cost savings 7
Professional approach 8
Increased commercial opportunities 8
Outsourcers can leverage a number of strategies to increase outbound revenues 8
Emphasize professional nature of services to prospective investors 9
Show real cost savings 10
Emphasize abilities in value-added services 10
Warm-calling 10
Debt collection 11
Charity work 13
Political contracts 13
APPENDIX 14
Methodology 14
Further reading 14
How to profit in a multifunctional outsourcing environment (Strategy Focus) - BFTC1746 14
Ask the analyst 14
Datamonitor consulting 14
Disclaimer 14

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Table 1: Global APs in outbound sales & marketing functions, 2006 - 2012 5


Figure 1: Key challenges faced in outbound calling 2
Figure 2: Global APs in outbound sales & marketing functions, 2006 - 2012 4
Figure 3: Regional breakout of sales & marketing outbound APs, 2006 - 2012 6
Figure 4: Key motivators influencing outbound outsourcing investment decisions 7
Figure 5: Outbound strategic differentiators in outbound calling 9
Figure 6: Outstanding US consumer credit, 2002 - 2006 12

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