產業別客服中心委外市場

本報告已在2011年07月19日停止出版。

簡介

目錄

Abstract

Overview

Introduction

Contact center outsourcing has long been a tool used by many verticals in lowering overheads while at the same time increasing end-user satisfaction. This brief will provide insight into what investors are looking for in a partner and how outsourcers can profit over the long-term from these steady markets.

Scope

• A comprehensive market size of mature vertical markets investing in contact center outsourcing
• An analysis of the pain points facing these verticals
• A description of what outsourcers need to do in order to win business from prospects in these verticals

Report Highlights

Mature vertical markets will continue to invest in contact center outsourcing through 2012

Financial services and telcos will remain the two largest single customers for these services

Retail and technology investors will also augment their investment in contact center outsourcing, based on a number of commercial pain points

Reasons to Purchase

• Learn about how to win business from mature vertical investors
• Understand the commercial pain points experienced by mature vertical markets
• Determine the market sizes associated with investment by mature verticals in contact center outsourcing

Table of Contents

• VIEW
  • CATALYST
  • SUMMARY
  • METHODOLOGY
• ANALYSIS
  • Mature vertical markets continue outsourcing but growth will slow
    • Mature contact center outsourcing - total market size
      • Mature market contact center outsourcing - vertical breakout
  • Pricing and quality issues will dominate telco outsourcing investment decisions
    • Segment telco prospects into distinct markets
    • Provide telcos with diversified location strategies
    • Cross-sell / upsell capabilities
    • Emphasize integration services
  • Financial services outsourcing wins will be based on data protection and cost
    • Recognize the diversity of the financial services sector
    • Emphasize data protection capabilities
    • Offer flexible location strategies
    • Leverage self-service options
  • Technology manufacturers need outsourcing partners that are cost and culture sensitive
    • Ensure services are price-sensitive
    • Emphasize staff quality
    • Understand the differences among technology clients
  • Retail channel diversification means new investment opportunities
    • Emphasize cost savings
    • Attack emerging retail channels
• APPENDIX
  • Further reading
  • Ask the analyst
  • List of Tables
    • Table 1: Total market size: mature vertical outsourcing markets, 2006 - 2012
  • List of Figures
    • Figure 1: Total market size: mature vertical outsourcing markets, 2006 - 2012
    • Figure 2: Breakout of mature outsourcing verticals, 2006 - 2012
    • Figure 3: Total number of online shoppers in the UK, 1998 - 2005

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