Decision Matrix: Selecting a Contact Center Outsourcing Vendor

This publication has been discontinued on July 19, 2011.

Introduction

Abstract

Overview

Introduction

This project details the principal contact center outsourcing vendors, and provides analysis on their capacities.

Scope

• An analysis of nine contact center outsourcers related to their market impact
• An analysis of nine contact center outsourcers related to their end user satisfaction scores
• An analysis of nine contact center outsourcers related to their services & technologies offerings
• Datamonitor' s recommendations based on shortlist, consider and explore categories

Report Highlights

The current contact center outsourcing vendor market is extremely competitive, especially among top-tier vendors

In addition, key differentiators include multishoring capabilities, vertical expertise and horizontal functionality

End user sentiment among vendors analyzed varied significantly

Reasons to Purchase

• Learn about the vendors Datamonitor categorizes among shortlisted outsourcers
• Understand what to look for in a contact center outsourcing partner and what the nine vendors profiled have to offer
• Know the capacities of each vendor profiled, based upon end user sentiment, market impact and services & technologies

Table of Contents

• DATAMONITOR VIEW
  • CATALYST
  • SUMMARY
• MARKET DEVELOPMENTS
  • Margin pressure due to the declining USD
  • Rise of home-based agents
  • Move toward ' rightshoring'
  • Agent attrition
  • Contact center outsourcing decision matrix
    • Market leaders: Teleperformance, Sitel, Convergys, EDS and Teletech
    • The challengers: Minacs, ICT Group GROUP, Stream and Sykes
      • Consider
      • Explore
• MARKET LEADERS
  • Market leaders- services and technologies
  • Market leaders - End user sentiment
  • Market leaders - Impact
• VENDOR ANALYSIS
  • Convergys
    • Recommendation: Shortlist
  • EDS
    • Recommendation: Shortlist
  • ICT Group
    • Recommendation: Explore
  • Minacs
    • Recommendation: Consider
  • Sitel
    • Recommendation: Shortlist
  • Stream
    • Recommendation: Explore
  • Sykes
    • Recommendation: Consider
  • TeleTech
    • Recommendation: Shortlist
  • Teleperformance
    • Recommendation: Shortlist
  • Other notable CCOS vendors
    • Atento
    • Dimension Data CIS ¥ Merchants
    • Telvista
    • Transcom
    • Xceed
• APPENDIX
  • Summary scores
  • Methodology
  • Extended methodology
    • End user sentiment
    • Market impact
    • Services & technologies
  • Ask the analyst
  • Datamonitor consulting
  • Disclaimer
  • List of Tables
    • Table 1: The CCOS Decision Matrix
    • Table 2: CCOS Decision Matrix - vendor scores summary
  • List of Figures
    • Figure 1: USD versus CAD, 2006 - 2008
    • Figure 2: Global home agent growth, 2006 - 2012
    • Figure 3: The CCOS Decision Matrix
    • Figure 4: Market leaders: services & technologies
    • Figure 5: Market leaders: end user sentiment
    • Figure 6: Market leaders: market impact
    • Figure 7: The Convergys CCOS radars
    • Figure 8: The EDS CCOS radars
    • Figure 9: The ICT CCOS radars
    • Figure 10: The Minacs CCOS radars
    • Figure 11: The Sitel CCOS radars
    • Figure 12: The Stream CCOS radars
    • Figure 13: The Sykes CCOS radars
    • Figure 14: The TeleTech CCOS radars
    • Figure 15: The Teleperformance CCOS radars

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