Contact Center Outsourcing in the US

CHAPTER 1 EXECUTIVE SUMMARY

• Introduction
• Market context
• Vertical market focus
• Competitive dynamics
• Action points
  • Outsourcers should reduce costs and improve operational efficiencies by investing in technology and continuing to move operations offshore;
  • Outsourcers should become more deeply involved with client strategy by expanding BPO offerings and leveraging analytical CRM.

CHAPTER 2 INTRODUCTION

• What is this report about?
• Who is the target reader?
• How to use this report
• Revisiting of previous Datamonitor market sizing
• A note on outsourced contact center services and BPO services

CHAPTER 3 MARKET CONTEXT

• Introduction
• Key findings
• Market size
  • Agent positions (APs)
  • US outsourcing market value
  • Outsourced contact centers in the US
  • Outsourced and in-house APs
  • Outsourced APs by US region
  • Outsourced agent tasks
• Latest trends in the US contact center outsourcing industry
  • Closing US facilities and expanding to offshore and nearshore locations:
  • Adding more value-add services
  • Increasing investment in speech automation technology
  • Transitioning from outbound to inbound services
• Reasons to outsource
  • Cost containment
  • Offshore capability
  • Access to outsourcers resources and flexibility
  • Access to outsourcers experience and expertise
  • External delegation of staffing responsibilities
  • Concentration on core competency
• Conclusions

CHAPTER 4 VERTICAL MARKET FOCUS

• Introduction
• Key findings
  • Communications - 101,000 APs
  • Distribution and wholesale - 6,000 APs
  • Entertainment, media and leisure - 3,000 APs
  • Financial services - 64,000 APs
    • Retail banking - 44,160 APs
    • Insurance - 16,640 APs
    • Investments & securities - 3,200 APs
  • Healthcare - 6,000 APs Manufacturing - 13,000 APs Other - 6,000 APs Public Sector - 9,000 APs
    • Government
  • Retail - 41,000 APs Technology - 44,000 APs Travel and tourism - 6,000 APs Utilities - 16,000 APs
• Propensity to outsource in the US by vertical market

CHAPTER 5 COMPETITIVE DYNAMICS

• Introduction
• Key findings
• Offshore competitors
• Competitive profiles
  • ACS
  • Aegis
  • APAC
  • ClientLogic
  • Convergys
  • Dial America
  • Electronic Data Services (EDS)
  • Harte-Hanks
  • IBM
  • ICT
  • Infocision
  • NCO
  • Precision Response Corporation (PRC)
  • SITEL
  • Stream
  • Startek
  • Sykes
  • Teletech
  • Teleperformance
  • Telvista
  • West
• Conclusions

CHAPTER 6 ACTION POINTS

• Outsourcers should reduce costs and improve operational efficiencies by investing in technology and continuing to move operations offshore
  • Investing in IP, automation and workforce optimization
  • Continuing offshore expansion to engage in competitive pricing
• Outsourcers should become more deeply involved with client strategy by expanding BPO offerings and leveraging analytical CRM
  • BPO offerings
  • Analytical support for client strategy

CHAPTER 7 APPENDIX

• Definitions
  • Vertical markets
• Research methodology
• Future readings
• A note on revenue figures
  • Yearly figures
  • Compound annual growth rate
  • Rounding errors
• Relevant links
• SPP writing team
  • Report author
  • Report manager
• How to contact experts in your industry
• List of Tables
  • Table 1: Total outsourced APs in the US, 2004-2009
  • Table 2: US outsourcing market value, 2004-2009
  • Table 3: Outsourced US contact centers by size-band, 2005
  • Table 4: Outsourced vs. in-house APs, 2004-2009
  • Table 5: Outsourced APs by region, 2005
  • Table 6: AP segmentation by task, 2005
  • Table 7: Inbound/outbound splits for outsourced APs, 2004-2009
  • Table 8: Vertical market segmentation of outsourced APs, 2004 & 2009
  • Table 9: Financial services sub-verticals, 2004 & 2009
• List of Figures
  • Figure 1: US outsourcing market value, 2004-2009
  • Figure 2: Vertical market segmentation of outsourced APs, 2004
  • Figure 3: Total outsourced APs in the US, 2004-2009
  • Figure 4: US outsourcing market value, 2004-2009
  • Figure 5: Outsourced US contact centers by size-band, 2005
  • Figure 6: Outsourced vs. in-house APs, 2004-2009
  • Figure 7: Outsourced APs by Region, 2005
  • Figure 8: AP segmentation by task, 2005
  • Figure 9: Expansion of competitive landscape
  • Figure 10: Inbound/outbound splits for outsourced APs, 2004-2009
  • Figure 11: Vertical market segmentation of outsourced APs, 2004
  • Figure 12: Vertical market segmentation of outsourced APs, 2009
  • Figure 13: Financial services sub-verticals, 2004 & 2009
  • Figure 14: Propensity to outsource in the US by vertical market, 2004