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市場調查報告書
經濟復甦期間客服中心境內委外的優勢：策略分析
Profiting From Onshore Contact Center Outsourcing During the Recovery (Strategic Focus)
| 出版商 |
Datamonitor |
| 出版日期 |
2009年12月 |
商品編碼 |
105135 |
| 內容資訊 |
英文 31 pages |
| 價格 |
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經濟復甦期間客服中心境內委外的優勢：策略分析 是由出版商Datamonitor在2009年12月所出版的。
這份英文市場調查報告書包含31 pages 價格從美金3395起跳。
本報告書內容包括：西歐主要國家之客服中心的境內委外動向調查分析、不景氣時期境內委外的優點、國內策略的長期的展望、委外供應商在國內服務遞送上的課題與建議，內容綱要摘記如下：
概要
主要訊息
- 由於不景氣境內委外成了更廉價的服務遞送選項
- 客戶對於國內遞送需求擴大的壓力：導致國內遞送更加擴大
- 與經濟成長有關的成本壓力：長期來說將成為境內委外的障礙
- 為維持客戶需要的可持續性，將必須有的創新策略
市場機會
- 市場概要：客服中心境內委外的成長
- 客服中心境內委外的事例
- 嚴苛的經濟狀況帶來的穩定的國內價格
- 客戶壓力對於境內委外的擴大
- 在國內執行業務的難易度
- 國內策略潛在的長期影響
對顧客的影響
- 藉由應用國內策略來發展優良服務品質的可能性
- 長期的境內委外課題
- 價格的上昇
- 排隊等待的長時間化
- 替代服務遞送機制
- 國內的消耗的進行
市場參與
- 找出適合國內遞送之標的產業部門
- 追求低成本國內遞送的創新
- 利用境內委外作為獲得新委外客戶的手段
附錄
圖表
Abstract
Introduction
The onshore contact center outsourcing sector has evolved considerably since
the beginning of the recession. This report will analyze trends in major
western markets, and will provide insight into the competitive challenges
facing outsourcing vendors aiming to provide domestic delivery of services.
Scope of this research
- An overview of what has made onshore outsourcing a more financially viable
model over the past 12-18 months
- A discussion of pressures facing vendors to keep as much work
domestically-delivered as possible
- Indicators of challenges that outsourcing vendors could face in the
economic recovery, related to maintaining or expanding onshore delivery
- Strategic recommendations for vendors on how to maintain
commercially-viable onshore outsourced solutions
Research and analysis highlights
Contact center outsourcers have been well-positioned to undertake domestic
delivery of their services, due to stable price points, as well as ongoing
pressure to maintain jobs at home.
However, as the recovery becomes more apparent, outsourcers will be challenged
to maintain stable price points, putting pressure on this business model
Only through innovative strategies that cut costs without sacrificing quality
will succeed in keeping onshore outsourcing a commercially popular strategy
Key reasons to purchase this research
- Learn about the evolution of onshore contact center services during the
past 18 months
- Understand the challenges associated with this business model during the
economic recovery
Table of Contents
OVERVIEW
KEY MESSAGES
- The economic recession made onshoring a more affordable delivery option
- Client pressures for more onshore delivery have also led to more domestic
delivery
- Cost pressures related to economic growth may limit onshoring over the
long-term
- Innovative strategies will be needed to keep onshore outsourcing
sustainable for clients
MARKET OPPORTUNITY
- Market Snapshot - Onshore Contact Center Outsourcing Shows Steady Growth
- The case for onshore contact center outsourcing
- Bad economic times mean stable onshore price points
- Growth in client pressure for onshore outsourcing
- Ease of doing business onshore
- Potential long-term implications of an onshore strategy
- Cost escalations associated with the economic recovery
- Increased viability of offshore
CUSTOMER IMPACT
- Potential for better service quality using onshore strategy?
- Reduction in accent confusion
- Cultural empathy
- Commercial familiarity
- Long term onshoring challenges
- Higher-price points
- Longer queue times
- Alternative service delivery mechanisms
- Increased onshore attrition
GO TO MARKET
- Target the right verticals for onshore delivery
- Innovation for lower-cost onshore delivery
- Use onshoring as means of winning new outsourcing clients
- Methodology
- Further reading
- Ask the analyst
- Datamonitor consulting
- Disclaimer
TABLES
- Table: Onshore outsourced contact center APs, 2008 - 2013
- Table: Onshore outsourced contact center APs by country, 2008 - 2013
- Table: Inflation rates in onshore and selected offshore locations, 2007 -
2009 (annual % change)
- Table: Unemployment rates in selected onshore markets, 2007 - 2009 (% of
total workforce)
- Table: Selected onshore office vacancy rates, 2008-2009 (%)
- Table: 2009 Corruptions Perception Index
- Table: Projected Inflation rates in onshore and selected offshore
locations, 2010 - 2014 (annual % increase)
- Table: Onshore currency shifts relative to offshore currencies, November
2008 - November 2009
FIGURES
- Figure: Onshore outsourced contact center APs, 2008 - 2013
- Figure: Onshore outsourced contact center APs by country, 2008 - 2013
- Figure: In what timescale do you plan to offshore your call centre
functions? - DPTC0063
- Figure: How will you seek to reduce cost in your operations functions in
2009? - DPTC0063
- Figure: To whom would you/do you feel most comfortable outsourcing your
call center functions? (Please rate 1-4, with 4 being the most trustworthy) -
DPTC0063
- Figure: How important are the following goals to your company in 2009? -
DPTC0063
- Figure: Whether you do or do not outsource, please rate the importance of
the following criteria in choosing an outsourcer? (Please rate 1-4: 1 being
unimportant, 4 being ‘critical’) - DPTC0063
- Figure: Onshore and offshore inbound hourly agent pricing, 2008
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