- Overview
- 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
- 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
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