Mature Vertical Markets - profiting from established contact center outsourcing investors (Strategy Focus)

Table of Contents

• VIEW
  • CATALYST
  • SUMMARY
  • METHODOLOGY
• ANALYSIS
  • Mature vertical markets continue outsourcing but growth will slow
    • Mature contact center outsourcing - total market size
      • Mature market contact center outsourcing - vertical breakout
  • Pricing and quality issues will dominate telco outsourcing investment decisions
    • Segment telco prospects into distinct markets
    • Provide telcos with diversified location strategies
    • Cross-sell / upsell capabilities
    • Emphasize integration services
  • Financial services outsourcing wins will be based on data protection and cost
    • Recognize the diversity of the financial services sector
    • Emphasize data protection capabilities
    • Offer flexible location strategies
    • Leverage self-service options
  • Technology manufacturers need outsourcing partners that are cost and culture sensitive
    • Ensure services are price-sensitive
    • Emphasize staff quality
    • Understand the differences among technology clients
  • Retail channel diversification means new investment opportunities
    • Emphasize cost savings
    • Attack emerging retail channels
• APPENDIX
  • Further reading
  • Ask the analyst
  • List of Tables
    • Table 1: Total market size: mature vertical outsourcing markets, 2006 - 2012
  • List of Figures
    • Figure 1: Total market size: mature vertical outsourcing markets, 2006 - 2012
    • Figure 2: Breakout of mature outsourcing verticals, 2006 - 2012
    • Figure 3: Total number of online shoppers in the UK, 1998 - 2005