2008 Trends to Watch: Contact Center Outsourcing & Services

Table of Contents

• DATAMONITOR VIEW
  • CATALYST
  • SUMMARY
• ANALYSIS
  • Shifts in contact center agent pricing and attrition are hurting outsourcer profitability
  • Convergence of contact center outsourcing functions into a converged BPO offering
  • Ongoing and changing needs of clients in existing and emerging industries
  • A levelling of the total proportion of outsourced business associated with contact centers
• ACTIONS
  • Datamonitor' s take
    • Combat pricing and attrition concerns with innovative customer service solutions
    • Contact center outsourcers need to examine moving toward converged BPO service provision
    • Vertical specialization strategies will be key to winning new importance in 2008
    • Contact center outsourcers need to expand the share of outsourcing to augment revenues
• APPENDIX
  • Methodology
  • Further reading
  • Ask the analyst
  • Datamonitor consulting
  • Disclaimer
  • List of Figures
    • Figure 1: USD fluctuation, 2007
    • Figure 2: BPO elements by function, 2007
    • Figure 3: Outsourced global AP growth as a proportion of total APs, 2008 & 2010
    • Figure 4: Global home-based agent growth, 2007 - 2012