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市場調查報告書

北美的客服中心外包市場

Enterprise Priorities in North America: Contact Center Outsourcing

出版商 Frost & Sullivan 商品編碼 306879
出版日期 內容資訊 英文 68 Pages
商品交期: 最快1-2個工作天內
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北美的客服中心外包市場 Enterprise Priorities in North America: Contact Center Outsourcing
出版日期: 2014年06月23日 內容資訊: 英文 68 Pages
簡介

受訪者約半數外包某些顧客關懷活動,大規模的客服中心企業比中小的客服中心企業還要常利用外包。利用外包的企業約半數利用北美的外包處,在海外印度佔最大的市場佔有率

本報告提供北美的客服中心市場相關調查分析、外包的顧客關懷功能、聯繫流通管道、企業的優先事項、客服中心的規模、場所、選定代理商時的因素等相關彙整。

第1章 背景調查、目的、調查方法

第2章 摘要整理

第3章 被外包的顧客關懷的功能

  • 顧客關懷、外包的引進
  • 現在外包/預定外包的顧客的關懷功能
  • 現在外包的顧客關懷的功能:各國
  • 現在外包的顧客關懷的功能:各客服中心規模
  • 現在外包的顧客關懷的功能:各產業
  • 預定外包的顧客關懷的功能:各國
  • 預定外包的顧客關懷的功能:各客服中心規模
  • 預定外包的顧客關懷的功能:各產業

第4章 聯繫流通管道

  • 現在實施/預定實施的聯繫流通管道/相互關係
  • 現在實施的聯繫流通管道/相互關係:各國
  • 現在實施的聯繫流通管道/相互關係:各客服中心規模
  • 現在實施的聯繫流通管道/相互關係:各產業
  • 預定實施的聯繫流通管道/相互關係:各國
  • 預定實施的聯繫流通管道/相互關係:各客服中心規模
  • 預定實施的聯繫流通管道/相互關係:各產業

第5章 提供一貫性無間斷客戶經驗的優先事項

  • 提供一貫性無間斷客戶經驗的優先事項:現在與未來的水平
  • 提供一貫性無間斷客戶經驗的優先事項:目前水平
  • 提供一貫性無間斷客戶經驗的優先事項:今後預期水平

第6章 客服中心的人數/代理商

  • 外包的客服中心的人數/代理商:現在/未來

第7章 外包的場所

  • 外包的場所:現在/未來
  • 現在外包的客服中心場所:各國
  • 現在外包的客服中心場所:各客服中心規模
  • 現在外包的客服中心場所:各產業
  • 今後預定外包的客服中心場所:各國
  • 今後預定外包的客服中心場所:各客服中心規模
  • 今後預定外包的客服中心場所:各產業

第8章 利用的外包委託企業數量

  • 現在外包/預定外包的外包委託企業的平均數

第9章 外包委託企業選擇的重要因素

  • 現在/未來的外包委託企業選擇的因素
  • 目前外包委託企業選擇的因素:各國
  • 目前外包委託企業選擇的因素:各客服中心規模
  • 目前外包委託企業選擇的因素:各產業
  • 未來的外包委託企業選擇的因素:各國
  • 未來的外包委託企業選擇的因素:各客服中心規模
  • 未來的外包委託企業選擇的因素:各產業

第10章 外包委託企業利用的抑制因素

  • 外包委託企業利用的抑制因素:各國
  • 外包委託企業利用的抑制因素:各客服中心規模
  • 外包委託企業利用的抑制因素:各產業
  • 免責聲明

第11章 附錄

目錄
Product Code: NCD0-01-00-00-00

Contact Center Outsourcing

The overall research objective of this research service was to investigate the current and future outsourcing trends in the North American contact centers. Nearly half of the respondents outsource some customer care activities. Large contact center organizations are greater users of outsourcing than medium and small contact center organizations. Companies that outsource have about half of their outsourced agents in North America, and India has the highest share of outsourced offshore agents. On the whole, companies that outsource contact center functions use an average of 3 outsourcers. For companies that do not outsource and do not plan to outsource, quality and security concerns are the top restraining factors.

Table of Contents

1. RESEARCH BACKGROUND, OBJECTIVES, AND METHODOLOGY

Research Background, Objectives, and Methodology

  • 1. Research Background and Objectives
  • 2. Methodology
  • 3. Methodology (continued)
  • 4. Overall Firmagraphic Details

2. EXECUTIVE SUMMARY

Executive Summary

  • 1. Executive Summary

3. CUSTOMER CARE FUNCTIONS OUTSOURCED

Customer Care Functions Outsourced

  • 1. Customer Care Outsourcing Adoption
  • 2. Customer Care Functions Currently Outsourced and Planned to be Outsourced
  • 3. Currently Outsourced Customer Care Functions by Country
  • 4. Currently Outsourced Customer Care Functions y Contact Center Size
  • 5. Currently Outsourced Customer Care Functions by Industry
  • 6. Customer Care Functions Planned to be Outsourced by Country
  • 7. Customer Care Functions Planned to be Outsourced by Contact Center Size
  • 8. Customer Care Functions Planned to be Outsourced by Industry

4. OUTSOURCING CUSTOMER CONTACT CHANNELS

Outsourcing Customer Contact Channels

  • 1. Contact Channels/Interactions Currently Handled and Planned to be Handled by Outsourcers
  • 2. Contact Channels/Interactions Currently Handled by Outsourcers by Country
  • 3. Contact Channels/Interactions Currently Handled by Outsourcers by Contact Center Size
  • 4. Contact Channels/Interactions Currently Handled by Outsourcers by Industry
  • 5. Contact Channels/Interactions Planned to be Handled by Outsourcers by Country
  • 6. Contact Channels/Interactions Planned to be Handled by Outsourcers by Contact Center Size
  • 7. Contact Channels/Interactions Planned to be Handled by Outsourcers by Industry

5. PRIORITY OF CONSISTENT AND SEAMLESS CUSTOMER EXPERIENCES

Priority of Consistent and Seamless Customer Experiences

  • 1. Current and Future Level of Priority to Deliver Consistent and Seamless Customer Experiences
  • 2. Current Level of Priority to Deliver Consistent and Seamless Customer Experiences
  • 3. Expected Level of Priority to Deliver Consistent and Seamless Customer Experiences

6. OUTSOURCED CONTACT CENTER SEATS/AGENTS

Outsourced Contact Center Seats/Agents

  • 1. Current and Future Proportions of Outsourced Contact Center Seats/Agents
  • 2. Current and Future Proportions of Outsourced Contact Center Seats/Agents (continued)

7. OUTSOURCING LOCATIONS

Outsourcing Locations

  • 1. Locations of Current and Expected Outsourcing
  • 2. Locations of Currently Outsourced Contact Centers by Country
  • 3. Locations of Currently Outsourced Contact Centers by Contact Center Size
  • 4. Locations of Currently Outsourced Contact Centers by Industry
  • 5. Locations of Contact Centers Planned to be Outsourced by Country
  • 6. Locations of Contact Centers Planned to be Outsourced by Contact Center Size
  • 7. Locations of Contact Centers Planned to be Outsourced by Industry

8. NUMBER OF OUTSOURCERS USED

Number of Outsourcers Used

  • 1. Average Number of Outsourcers Currently Used and Planned to be Used

9. IMPORTANT FACTORS IN OUTSOURCER SELECTION

Important Factors in Outsourcer Selection

  • 1. Current and Future Factors in Outsourcer Selection
  • 2. Important Factors in Current Outsourcer Selection by Country
  • 3. Important Factors in Current Outsourcer by Contact Center Size
  • 4. Important Factors in Current Outsourcer Selection by Industry
  • 5. Important Factors in Future Outsourcer Selection by Country
  • 6. Important Factors in Future Outsourcer Selection by Contact Center Size
  • 7. Important Factors in Future Outsourcer Selection by Industry

10. RESTRAINTS TO USING OUTSOURCERS

Restraints to Using Outsourcers

  • 1. Restraints to Using Outsourcers by Country
  • 2. Restraints to Using Outsourcers by Contact Center Size
  • 3. Restraints to Using Outsourcers by Industry
  • 4. Legal Disclaimer

11. APPENDIX

Appendix

  • 1. Business Functions

12. THE FROST & SULLIVAN STORY

The Frost & Sullivan Story

  • 1. The Frost & Sullivan Story
  • 2. Value Proposition: Future of Your Company & Career
  • 3. Global Perspective
  • 4. Industry Convergence
  • 5. 360° Research Perspective
  • 6. Implementation Excellence
  • 7. Our Blue Ocean Strategy
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