Introduction
Boundaries separating contact center providers from other business process outsourcers are dissolving as the market enters a second stage of maturity. The major market sectors are saturated, and competition is driving firms to invade each others territories. Outsourcers will be forced to reinvent themselves as the market contracts through 2009.
Scope of this report
- Complete market sizing and forecasts across verticals, number of contact centers, agent positions and services provided.
- Key trends in technology, strategy and business drivers are identified and discussed.
- Direct strategic recommendations for outsourcers in the US market.
Research and analysis highlights
Market maturation, comparatively high labor costs, the Do-Not-Call (DNC) legislation, increased use of self-service technologies and concerns about commoditization of contact center services are working together to cause the US market to contract.
The value of the US outsourcing market will drop $800 million, from $14.2 million in 2004 to $13.4 billion by 2009.
Outsourcers should reduce costs and improve operational efficiencies by continuing to move operations offshore and investing in VoIP, automation and workforce optimization.
Key reasons to read this report
- Stay competitive through a deeper understanding of the core change and development drivers in the outsourcing market.
- Identify the opportunities for growth in a tightening market.
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