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Market Research Report

Global Contact Center Outsourcing Market - Procurement Market Intelligence Report 2017-2021

Published by TechNavio (Infiniti Research Ltd.) Product code 408617
Published Content info 78 Pages
Delivery time: 1-2 business days
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Global Contact Center Outsourcing Market - Procurement Market Intelligence Report 2017-2021
Published: November 28, 2016 Content info: 78 Pages
Description

About Contact Center Outsourcing

Contact center outsourcing is the practice of shifting functions such as customer service support, multi-channel customer service, telemarketing, and the sale of organizations to third-party service providers that specialize in delivering them.

Technavio's procurement specialist forecast the global contact center outsourcing market to grow at a CAGR of 9% during the period 2017-2021.

Covered in this report

The report covers the present scenario and the growth prospects of the global contact center outsourcing market for 2017-2021. The report contains a comprehensive market and supplier landscape in addition to a SWOT analysis of the key suppliers.

The market is divided into the following segments based on geography:

  • Americas
  • APAC
  • EMEA

Technavio's report, Global Contact Center Outsourcing 2017-2021, has been prepared based on an in-depth market analysis with inputs from industry experts. The report covers the market landscape and its growth prospects over the coming years. The report also includes a discussion of the key suppliers operating in this market.

Key suppliers

  • Teleperformance
  • Convergys
  • Xerox
  • Concentrix
  • TeleTech

Market driver

  • Focus on customer-centric business strategies
  • For a full, detailed list, view our report

Market challenge

  • Language and cultural differences
  • For a full, detailed list, view our report

Key questions answered in this report

  • What will the market size be in 2021 and what will the growth rate be?
  • What is driving this market?
  • What are the challenges to market growth?
  • Who are the key suppliers in this market space?
  • What are the market opportunities and threats faced by the key suppliers?
  • What are the strengths and weaknesses of the key suppliers?

You can request one free hour of our procurement specialist's time when you purchase this market report. Details are provided within the report.

Table of Contents
Product Code: IRCMSTR10930

Table of Contents

PART 1: SUMMARY

  • Research Objectives and Methodology
  • Category Definition

PART 2: CATEGORY AT A GLANCE

  • Market Overview
  • Preferred Procurement Models and Major Service Providers
  • Cost-saving Opportunities
  • Major Category Requirements
  • Major Procurement Pain Points

PART 3: MARKET INSIGHTS

  • Category Spend Analysis
  • Demand-Supply Shifts
  • Key Market Developments
  • Key Category Growth Drivers
  • Major Category Growth Constraints
  • Procurement Best Practices
  • History of Innovation
  • Key Current Technological Innovations
  • Major Regulatory Frameworks
  • Strategic Sustainability Practices
  • SWOT Analysis
  • PESTLE Analysis

PART 4: SUPPLY MARKET INSIGHTS

  • Suppliers' Operational Capability Matrix
  • Supplier Functional Capability Matrix
  • Key Clients
  • Supplier Cost Breakup
  • Supplier Positioning Matrix
  • Supplier Selection Criteria

PART 5: PRICING INSIGHTS

  • Pricing Models Snapshot
  • Pricing Models - Pros and Cons
  • Indicative Wages
  • Category Negotiation Strategies

PART 6: CATEGORY ESSENTIALS

  • SLA Terms
  • Supplier Evaluation Criteria
  • Category Risk Analysis
  • Category Sourcing Evolution Matrix

PART 7: TOP FIVE SUPPLIERS

  • Teleperformance
  • Convergys
  • Xerox
  • Concentrix
  • TeleTech

PART 8: APPENDIX

  • Glossary
  • About Us 4
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