Diversified Services Essential to Maintaining Revenues in the Outsourced Contact Center Markets.PALO ALTO Palo Alto, city, California Palo Alto (păl`ō ăl`tō), city (1990 pop. 55,900), Santa Clara co., W Calif.; inc. 1894. Although primarily residential, Palo Alto has aerospace, electronics, and advanced research industries. , Calif. -- Service providers in the outsourced contact center markets are beginning to show concern regarding their client's heavy reliance on offshore services. Despite the benefits of cost savings, outsourcers are advising clients to adopt a more selective approach while sending customer service operations offshore. The emerging trend among top-tier contact center outsourcers is RightShoring or BestShoring where only well-defined and routine transactions sent offshore. New analysis from Frost & Sullivan (www.it.frost.com), North American North American named after North America. North American blastomycosis see North American blastomycosis. North American cattle tick see boophilusannulatus. Outsourced Contact Center Markets, reveals that revenue in this market totaled $19.6 billion in 2004. It projects to reach $21.6 billion in 2011. "In RightShoring, each interaction is sent offshore only after a thorough analysis of how best suited it is for a particular locale (programming) locale - A geopolitical place or area, especially in the context of configuring an operating system or application program with its character sets, date and time formats, currency formats etc. Locales are significant for internationalisation and localisation. or region," explains Frost & Sullivan Senior Analyst Katrina Howell. "For example, while India is excellent for technical support queries, sales-oriented interactions can remain in North America North America, third largest continent (1990 est. pop. 365,000,000), c.9,400,000 sq mi (24,346,000 sq km), the northern of the two continents of the Western Hemisphere. ." Since offshoring
Offshoring describes the relocation of business processes from one country to another. reduces the pricing per agent hour, outsourcers are turning toward RightShoring to prevent revenue decline in the market. The distributed contact center capabilities of VoIP allow increased availability of domestic agents in remote locations. This coupled with the inclusion of self-service technologies aid in the reducing of overdependence on offshoring. Acceptance of self-service methods expects to increase as speech technologies integrated with interactive voice recognition systems and consumers seek out the Web for data-intensive services. "Once self-service gains a foothold foot·hold n. 1. A place providing support for the foot in climbing or standing. 2. A firm or secure position that provides a base for further advancement. foothold Noun 1. in the outsourced contact centers market, it is expected to provide a low-cost alternative to offshoring of routine queries," notes Howell. Another trend in the contact centers market is the fall in demand for outbound telemarketing telemarketing, the practice of selling goods or services to customers by means of the telephone or of surveying consumer preferences in telephone conversations. services that is compelling outsourcers to focus on inbound in·bound 1 adj. Bound inward; incoming: inbound commuter traffic. Adj. 1. inbound sales services. Since inbound calls are more expensive than outbound calls, the growing demand for inbound sales services expects to increase the overall average price per agent hour. Revenues from inbound services expects to increase steadily due to the growing use of direct mail campaigns, e-Commerce, and customer relationship management (CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. ) technologies that allow outsourcers to cross-sell and up-sell products more effectively. In the future, high value services are likely to be the mainstay in the contact centers market. Top-tier participants expect to benefit the most from this trend since they possess the consulting expertise necessary for complex end-to-end business process outsourcing Business process outsourcing (BPO) is the contracting of a specific business task, such as payroll, to a third-party service provider. Usually, BPO is implemented as a cost-saving measure for tasks that a company requires but does not depend upon to maintain its position in and the innovative skills to differentiate themselves in a highly competitive market. "Providing value-added services A value-added service (VAS) is a telecommunications industry term for non-core services or, in short, all services beyond standard voice calls and fax transmissions. such as handling of detailed inquiries, including billing, accounting, financial transactions, and technical support, as well as integrated business process outsourcing represents a major growth opportunity for the industry," concludes Howell. North American Outsourced Contact Center Markets, part of the A880 subscription, evaluates key trends that drive and challenge growth in the North American outsourced contact center markets. It provides valuable insights into important developments that are shaping the future of the market. The study also discusses the value propositions that are essential to exploit the emerging growth opportunities. Executive summaries and interviews are available to the press. Frost & Sullivan, an international growth consultancy, has been supporting clients' expansion for more than four decades. Our market expertise covers a broad spectrum of industries, while our portfolio of advisory competencies includes custom strategic consulting, market intelligence, and management training. Our mission is to forge partnerships with our clients' management teams to deliver market insights, create value and drive growth through innovative approaches. Frost & Sullivan's network of consultants, industry experts, corporate trainers A corporate trainer is a specialized skill development position in a corporation where the goal is to help improve the "soft skills" or "people skills" of the workers in the corporation. , and support staff spans the globe with offices in every major country. North American Outsourced Contact Center Markets A880 List of Keywords in this release: outsourced contact centers, North America, RightShoring, Bestshoring, offshoring, business process outsourcing, self-service technologies, pricing per agent hour, interactive voice recognition systems, outbound telemarketing services, inbound sales services, direct mail campaigns, eCommerce, customer relationship management, CRM, research, information, market, trends, technology, service, forecast, market share |
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