Abstract
This IDC study assesses today' s contact center outsourcing (CCO) services
market in China and presents IDC' s market forecasts from 2008
to 2013. In addition, it identifies market opportunities and challenges
unique to this growing country. A sample of the competitive
landscape is also provided, as well as recommended strategies for
service providers (SPs).
"China' s CCO services market is a very segmented
one, with a host of players but no dominant providers
to date. Because customers' demands are so complex, providers need
to be prepared to offer real value on top of
simple cost cutting. Also, careful attention to strategy in the
form of good partnerships and the wise location of delivery
centers will help vendors gain market share," says Gloria Li,
senior analyst, Software and Services, IDC China.
Table of Contents
- IDC Opinion
- In This Study
- Methodology
- Scope and Definitions
- Contact Center
- Contact Center Outsourcing
- Situation Overview
- Introduction
- China' s Contact Center Outsourcing Market Road Map
- 2008 Market Dynamics
- Effects of the Global Downturn
- Strong Support from the Central and Local Government
- Intensified Price Pressure
- Various Services Offerings
- China Labor Law Implementation
- China' s Contact Center Outsourcing Services Market Size, 2008
- 2008 Market Breakdown by Service Offering
- Customer Service
- Sales and Marketing
- Technical Support/Help Desk
- Fulfillment and Logistics
- Customer Relationship Management Technology Hosting
- 2008 Market Breakdown by Industry
- 2008 Market Breakdown by Region
- Current Competitive Landscape
- Competitive Analysis
- Very Segmented Market
- Polarized Competition
- Different Types of Vendors, Different Paths
- Sample Vendor Profiles
- Arvato Services
- Company Overview
- Target Markets
- China Data Group
- Company Profile
- Target Markets
- ChinaSoft International
- Company Overview
- Target Markets
- CCID Tong Call Center Company Limited
- Company Overview
- Target Markets
- M&Y Data Solutions
- Company Overview
- Target Markets
- Neusoft
- Company Overview
- Target Markets
- Sykes
- Company Overview
- Target Markets
- Value Communication Services (Shanghai) Inc.
- Company Overview
- Target Markets
- VXI China
- Company Profile
- Target Markets
- Shandong Welsend Telecom Corporation
- Company Overview
- Target Markets
- 800 TeleServices
- Company Overview
- Target Markets
- Additional Examples
- Aspect
- N.E.W. Customer Service Companies Inc.
- Sample Vendors' Summary
- Future Outlook
- Forecast and Assumptions
- Market Assumptions
- 2008–2013 Forecasts
- 2008–2013 Overall Market Forecast
- Market Forecast by Service Offering
- Future Trends
- Essential Guidance
- Learn More
- Related Research
- Definitions
- Synopsis
- Table: China' s Contact Center Outsourcing Services Revenue Market, 2007 and 2008 (US$M)
- Table: Sample Vendors' Summary
- Table: Key Forecast Assumptions for the China Call Outsourcing Services Market, 2008–2013
- Table: China Overall Market Forecast, 2008–2013 (US$M)
- Table: China Contact Center Outsourcing Services Revenue by Service Activity, 2008–2013 (US$M)
- Figure: China Contact Center Outsourcing Market Road Map
- Figure: China' s Contact Center Outsourcing Services by Activities' Growth Rate and Market Share, 2008
- Figure: China' s Contact Center Outsourcing Services by Vertical Growth Rate and Market Share, 2008
- Figure: China' s Contact Center Outsourcing Services Market Spending by Geography, 2008
- Figure: Competitive Landscape
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