Profiting From Onshore Contact Center Outsourcing During the Recovery (Strategic Focus)

Profiting From Onshore Contact Center Outsourcing During the Recovery (Strategic Focus) published by Datamonitor in December, 2009. This report consists of 31 pages and the price starts from US $ 3395.

Introduction

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

• Catalyst
• Summary

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
  • Regional breakout

• 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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