Report: Trends in Global Contact Center Outsourcing Pricing and Attrition (Strategic Focus) TOC

Overview
- Catalyst
- Summary
Key Messages
- Agent attrition and price increases are becoming more interdependent
- Attrition is hurting contact centers globally
- Outsourced pricing is being impacted by operational and exogenous factors
- Agent attrition and cost rises have the potential to hurt outsourcing business
Table of Contents
Table of figures
Table of tables
Market Opportunity
- Why are we writing about pricing and attrition?
  - Agent attrition is rising globally
  - Contact center prices continue to rise
  - Pricing and attrition pressures are interconnected
  - Client satisfaction is affected by agent churn and price increases
- What is causing agent attrition?
  - Organic inflation
  - Inter-vertical competition for talent
  - Overheated contact center sectors
  - Poor management and supervision
  - Contact center functions
  - Lack of career progression opportunities
- Regional attrition discussion
- Onshore markets
  - US and Western Europe
- Mature offshore markets
  - Canada
  - India
  - Philippines
  - Mexico
- Emerging offshore locations
  - European nearshore
  - South Africa
- Outsourced contact center pricing
  - Rising prices
  - Agent-related costs
  - Foreign Exchange Volatility
- Pricing survey
  - Domestic outsourced pricing
  - Mature offshore markets
  - Emerging offshore markets
Customer Impact: how pricing and attrition affects outsourcing clients
- Attrition and price hikes are already affecting clients and prospects
  - Higher price points
  - Quality concerns
  - The possibility of alternative business models
Go to Market
- Recommendations
  - Understand issues in the local market affecting pricing and attrition
    - Culture
    - Local economic issues
    - Macro-level challenges
  - Develop clear career paths for agents
  - Ensure realistic and value-added benefit packages
  - Fulfilling work atmosphere
  - Preventative recruitment measures
  - Frequent feedback sessions
  - Augment supervisor training
  - Explore blended business models
  - Mitigate cost rise risks through financial instruments
APPENDIX
- Methodology
- Further reading
- Ask the analyst
- Datamonitor consulting
- Disclaimer
List of Tables
- Table 1: Onshore inbound customer care hourly fully-loaded pricing: 2008
- Table 2: Onshore inbound customer care hourly fully-loaded pricing: 2008
- Table 3: Emerging offshore inbound customer care hourly fully-loaded pricing: 2008
List of Figures
- Figure 1: Factors leading to attrition in outsourced contact centers
- Figure 2: Inflation rises across selected offshore delivery locations: 2007
- Figure 3: USD versus Euro: 2004 - 2008
- Figure 4: Major contact center headaches among in-house providers