Vertical outsourcing trends - winning new business from mature and emerging verticals (Strategic Focus)

Introduction
An overview of strategies contact center outsourcers can use to win business from firms across industries.

Report Highlights
Mature markets, including financial services, telcos, retail and manufacturing / technology will form the basis of vertical contact center outsourcing investment over the coming five years.
However, significant opportunities exist in emerging verticals, including health care, public sector, utilities and travel / tourism.
Datamonitor believes that outsourcers will need to come to the table with strategies across verticals that incorporate cost management, end-user satisfaction and revenue generation.
[Studien Infos ausblenden]

Overview 1
Catalyst 1
Summary 1
Key Messages 2
Vertical market outsourcing investment will be dominated by mature industries 2
There are significant niche opportunities in emerging vertical markets for outsourcers 2
Satisfying key vertical in-house contact center pain points is a priority to win new business 2
Revenue generation and customer satisfaction are key business priorities across verticals 2
Table of Contents 3
Table of figures 4
Table of tables 4
Market Opportunity 5
Market analysis - outsourced vertical contact center splits 5
Global splits 5
Regional splits 6
North America 7
EMEA 8
APAC 10
CALA 11
Mature vertical markets 13
Mature vertical market outsourcing penetration 13
Financial services 14
Challenges Facing Financial Services Companies 14
Business Priorities in the Financial Services Sector 15
Strategies for Outsourcers in the Financial Services Sector 16
Telecommunications 17
Business Priorities in the Telco Sector 18
Strategies for Outsourcers in the Telco Sector 19
Retail 21
Business Priorities in the Retail Sector 22
Strategies for Outsourcers in the Retail Sector 23
Manufacturing / Technology 25
Business Priorities in the Manufacturing / Technology Sector 26
Strategies for Outsourcers in the Manufacturing / Technology Sector 27
Emerging Vertical Markets 29
Emerging vertical market contact center outsourcing penetration 29
Travel & Tourism 30
Business priorities for travel & tourism players 30
Strategies for Outsourcers in the Travel & Tourism Sector 31
Public Sector 33
Business Priorities of the Public Sector 33
Strategies for Outsourcers Targeting the Public Sector 34
Utilities 35
Business Priorities for Utility Firms 36
Strategies for Outsourcers in the Utilities Sector 36
Health Care 37
Business priorities for health care firms 38
Strategies for Contact Center Outsourcers in the Health Care Sector 38
Customer Impact: improving interactions through outsourcing 40
Mature and emerging in-house contact centers have conflicting pain points 40
Mature vertical contact centers - key pain points 40
Emerging vertical contact centers - key pain points 41
Outsourcing can alleviate in-house contact center pain points 42
Hiring, training and retaining good agents 42
Cost control 43
Technology related challenges 43
Maintaining service levels 43
Go to Market 44
Overview 44
Revenue generation is key 44
Quality interactions are a must 44
Price points are always a consideration 44
Recommendations 44
Assess internal capabilities 44
Target the right vertical segments 45
Understand how outsourcing can alleviate vertical pain points 45
Determine the business priorities of the vertical prospects 45
APPENDIX 46
Methodology 46
Further reading 46
Ask the analyst 46
Datamonitor consulting 46
Disclaimer 46
[Inhaltsverzeichnis ausblenden]

Table 1: TransWorks - Headline Facts 2
Table 2: Top 15 Indian BPO Exporters, Fiscal 2007 3
Table 3: Recent Mergers and Acquisitions 4
Figure 1: Global Vertical Contact Center Outsourcing Market Splits, 2008 & 2013 6
Figure 2: North American Outsourced Vertical AP Splits, 2008 & 2013 7
Figure 3: EMEA Outsourced Vertical AP Splits, 2008 & 2013 9
Figure 4: APAC Outsourced Vertical AP Splits, 2008 & 2013 10
Figure 5: CALA Outsourced Vertical AP Splits, 2008 & 2013 12
Figure 6: Mature Vertical Market Contact Center Outsourcing Penetration, 2008 & 2013 14
Figure 7: Dow Jones US Financials Index, 2007 - 2008 15
Figure 8: How important are the following goals to your company in 2008 - Financial Services? (1: Low importance - 4: High importance) 16
Figure 9: Revenue and Net-Profit Changes Among Selected Telcos, 2005 - 2007 18
Figure 10: How important are the following goals to your company in 2008 - Telcos? (1: Low importance - 4: High importance) 19
Figure 11: Revenues and Sales Among Selected Major Global Retailers, 2005 - 2007 22
Figure 12: How important are the following goals to your company in 2008? (1: Low importance - 4: High importance) 23
Figure 13: Revenues of Selected Online Retailers, 2005 - 2007 25
Figure 14: How important are the following goals to your company in 2008 - Manufacturing / Technology? (1: Low importance - 4: High importance) 27
Figure 15: Emerging Vertical Market Contact Center Outsourcing Penetration, 2008 & 2013 29
Figure 16: How important are the following goals to your company in 2008 - Travel & Tourism? (1: Low importance - 4: High importance) 31
Figure 17: How important are the following goals to your company in 2008 - Public Sector? (1: Low importance - 4: High importance) 34
Figure 18: How important are the following goals to your company in 2008 - Utilities? (1: Low importance - 4: High importance) 36
Figure 19: How important are the following goals to your company in 2008 - Health Care? (1: Low importance - 4: High importance) 38
Figure 20: What are your major headaches with regard to your in-house call centre - mature vertical markets? (1 - Not much of a headache, 4 - A major headache) 41
Figure 21: What are your major headaches with regard to your in-house call centre - emerging vertical markets? (1 - Not much of a headache, 4 - A major headache) 42
[Tabellenverzeichnis ausblenden]