Overview
Introduction
An overview of the ongoing shifts in global contact center outsourcing
attrition trends, as well as an analysis of pricing and cost issues.
Scope
- An overview of the key factors inducing attrition in outsourced contact
centers globally
- A regional discussion outlining key contact center delivery markets, and
local attrition related issues on the ground
- A discussion on pricing and cost related issues in global outsourced
contact centers
- The impact of attrition and price rises on the clients of outsourced
contact centers
Report Highlights
Outsourced contact centers face considerable challenges from agent turnover,
which results in lost profitability
Agent related costs form the largest problem for outsourcers seeking to
maintain margin, but challenges related to organic inflation and foreign
exchange are also proving to be at issue for vendors of these services.
Clients of outsourcers need to be conscious of the challenges that their
vendor partners are facing in regard to escalating costs and agent churn, as
it can lead to increased prices as well as quality erosion.
Reasons to Purchase
- Learn about the major attrition-related challenges facing outsourced
contact centers globally, and in key delivery markets
- Understand the evolution of outsourced contact center pricing, and the
variables that may be affecting vendor inputs
- Determine the right strategies for dealing with attrition and cost
increases, without sacrificing profitability and delivery quality
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