|Frost & Sullivan Research Service||Published: 9 Feb 2012|
This Frost & Sullivan research service titled North American Contact Center Outsourcing Markets provides an updated and current overview of this subset of the business process outsourcing (BPO) industry. It includes a complete analysis of key industry challenges, market drivers, market restraints, and current trends that are affecting client decisions to outsource customer care. In this research service, Frost & Sullivan's offers expert analysis, commentary and strategic direction. This study is based on in-depth interviews with the executive management of a large number of leading outsourcing providers that service the North American market.
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Revenue Challenges and Future Growth
Admittedly, 2010 was a difficult year for the customer care outsourcing industry. Frost & Sullivan has estimated that overall revenues for 2010 decreased by about 2 percent when compared to 2009. This is largely due to reduced call volumes from key clients and the trend toward vendor consolidation in the market. However, Frost & Sullivan believes that despite the sluggish economy, market demand for customer care outsourcing will continue to grow by 3.5 percent from 2010 to 2017, to $27.4 billion. It is important note that vendor pricing is expected to remain stable during this period.
“The good news is that, despite the difficulties in 2010 and 2011, market participants have expressed high expectations for multi-year engagements with new and existing clients into 2012 going forward,” says Principal Analyst, Michael DeSalles.
Customer Care Outsourcing Outside of the U.S.
DeSalles adds, “We believe that the bulk of high-value and complex customer interactions will remain onshore or nearshore. High-volume work with standardized processes, on the other hand, will continue to be performed offshore to help reduce support costs.”
It will be quite common for companies to continue to manage their own contact centers but expand with an outsourcer’s nearshore facilities in Canada, Latin America and the Caribbean. This ‘blended mode’ allows clients to benchmark performance within and between different contact centers.
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LIST OF FIGURES
|Table Of Contents|
1. Market Overview
1.1 Summary of Major Findings
a. Market Overview
b. Market Trends
c. Market Update: Home Agent Growth and Best Practices
d. Market Drivers
e. Market Restraints
2. Market Analysis
2.1 Market Forecasts
a. Revenue Forecast
b. Market Pricing Models
3. Competitive Analysis
3.1 Market Share Analysis
a. Competitive Analysis
b. Market Share Analysis
c. Outsourcer Profiles
3.2 Growth Strategies
a. Growth Strategies
b. Growth Strategies for Outsourcing Providers
c. Provide Social Media Solutions
d. Meet and Exceed Current Security and Compliance Standards
e. Continually Improve Work-at-home Agent (WAHA) Model
f. Offer a Variety of Solutions and Choices
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