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市場調查報告書

偉大的遊戲:北美的顧客服務外包市場上的爭奪主導權

The Great Game: The Struggle for North America Leadership in Customer Care Outsourcing

出版商 Frost & Sullivan 商品編碼 316320
出版日期 內容資訊 英文 93 Pages
商品交期: 最快1-2個工作天內
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偉大的遊戲:北美的顧客服務外包市場上的爭奪主導權 The Great Game: The Struggle for North America Leadership in Customer Care Outsourcing
出版日期: 2014年10月10日 內容資訊: 英文 93 Pages
簡介

本報告提供業務流程外包(BPO)產業調查分析、主要的產業課題、推動市場要素、目前趨勢驗證、北美的外包供應商的基本評估與能力、前20大企業的企業簡介等相關的系統性資訊。

第1章 市場趨勢

  • 商務課題
    • 目前提供、人員模式

第2章 企業簡介

  • 概要、焦點等
    • AEGIS Limited
    • ALORICA
    • CONCENTRIX
    • CONVERGYS
    • EXPERT GLOBAL SOLUTIONS (EGS)
    • FIRSTSOURCE SOLUTIONS
    • GENPACT
    • HP Enterprise Services
    • MINACS
    • SITEL
    • STARTEK
    • SUTHERLAND GLOBAL SERVICES
    • SYKES
    • TELEPERFORMANCE GROUP
    • ELETECH
    • WEST
    • XEROX

第3章 結論

  • 市場課題

第4章 附錄

  • 外包商的選擇、調查資料樣品

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關於Frost&Sullivan

目錄
Product Code: ND54-01-00-00-00

2014 North America Contact Center Outsourcing Buyer's Guide

This research provides an updated overview of the subset of the business process outsourcing (BPO) industry. It includes a complete analysis of key industry challenges, market drivers, and current trends that are affecting client decisions to outsource customer care. The study is based on in-depth interviews with the executive management of leading outsourcing providers that service the North American market. This extensive insight, conducted by senior analysts, will provide enterprise organizations with a fundamental assessment of North American outsourcing providers and their capabilities in a single report. The study includes a profile of top 20 of the market leaders. The report's study period covers 2013 and 2014.

Table of Contents

Purpose

Introduction

SECTION ONE: MARKET TRENDS

  • Business Challenges
    • Current Delivery and Staffing Models
      • Analyst Observations: Consumer Behaviors and the Impact on Customer Care Service Delivery
      • The Game Changer: BPO Innovation up and across the Value Chain
      • An 'Always on' Omni-channel Consumer
      • One Possible Difference Maker: Domain Expertise
      • Unrelenting Pressure on Operational Excellence
      • Healthcare Reform: Impacts on the Customer Care Market
      • The New face of Customer Care: Shifting from Treating Sickness to Promoting Patient Wellness
      • Frost & Sullivan Best Practice Awards for Customer Care Outsourcing
      • Pricing Models and Stability in the Market
      • A Distributed Workforce and Work at Home Agent (WAHA) Growth
      • The Rise of Nearshore Destinations

SECTION TWO: COMPANY PROFILES

  • AEGIS Limited
    • Overview
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • ALORICA
    • Overview
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • CONCENTRIX
    • Overview
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • CONVERGYS
    • Overview
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • EXPERT GLOBAL SOLUTIONS (EGS)
    • Overview
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • FIRSTSOURCE SOLUTIONS
    • Overview
      • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • GENPACT
    • Overview
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • HP Enterprise Services
    • Overview
    • HP Customer Engagement Management Services
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • MINACS
    • Overview
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • SITEL
    • Overview
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • STARTEK
    • Overview
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • SUTHERLAND GLOBAL SERVICES
    • Overview
      • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • SYKES
    • Overview
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • TELEPERFORMANCE GROUP
    • Overview
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • ELETECH
    • Overview
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • WEST
    • Overview
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • XEROX
    • Overview
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers

SECTION THREE: CONCLUSIONS

  • Market Challenges 2014-2017
    • Caveat Emptor: Buyer Beware

SECTION FOUR: APPENDIX

  • Outsourcer Selection 2014 Survey Data Samples
    • Methodology

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