|
North American Contact Center Outsourcing Markets
NEW YORK, March 29, 2012 /PRNewswire via COMTEX/ --
Reportlinker.com announces that a new market research report is available in its catalogue:
North American Contact Center Outsourcing Markets
http://www.reportlinker.com/p0236476/North-American-Contact-Center-Outsourcing-Markets.html#utm_source=prnewswire&utm_medium=pr&utm_campaign=Call_Center
This research study looks at market trends, drivers, and restraints for the North American contact center outsourcing market. Contact center services provided by outsourcers include customer service, tech support/help-desk, sales, collections, and other BPO services. This study provides market size, revenue forecasts and breakdown of the market by industry vertical, business function, and live agent versus automated interactions. Market shares for the leading outsourcers are also provided. The study also profiles about 30 customer care outsourcers, including large global outsourcers, smaller work-at-home agent (WAHA) providers, and some of the leading offshore providers.
TABLE OF CONTENTS
C h a p t e r 1
Market Overview
Summary of Major Findings 1-1
Market Overview 1-1
Delivery and Staffing Models 1-2
Market Trends 1-4
The Challenge of Complexity in Contact Centers 1-4
Frost & Sullivan Research Findings: Factors Influencing Vendor Selection 1-4
Forces Driving Vendor Consolidation 1-7
Economic Improvement: Net Effect on the Industry 1-8
Quality: The Single-Best Differentiator 1-9
Hosted Contact Center in the Cloud: Software-as-a-Service (SaaS) 1-9
Increased Use of Analytics 1-9
Vertical Expertise and a Balanced Portfolio 1-10
Outsourcing Choices and Market Concerns 1-10
Market Update: Home Agent Growth and Best Practices 1-12
Recruiting and Hiring 1-14
Skills Assessment Testing 1-15
Background Checking 1-16
Training Remote/Home Agents 1-16
The Right Strategic Imperative 1-17
The Challenge in 2011 and Beyond 1-17
Market Drivers 1-18
Market Restraints 1-19
C h a p t e r 2
Market Analysis
Market Forecasts 2-1
Revenue Forecast 2-1
Market Pricing Models 2-5
C h a p t e r 3
Competitive Analysis
Market Share Analysis 3-1
Competitive Analysis 3-1
Market Share Analysis 3-2
Outsourcer Profiles A-G 3-5
ACS 3-5
Aditya Birla Minacs 3-5
Aegis Limited 3-6
Afni Incorporated (Inc.) 3-6
Alorica 3-6
Alpine Access 3-7
APAC Global Services 3-7
Arise Virtual Solutions 3-7
Computer Generated Solutions (CGS) Inc. 3-8
Center Partners 3-8
Contact Centers of America 3-9
Convergys Corporation 3-9
EXL 3-10
Firstsource 3-10
Genpact 3-11
Outsourcer Profiles H-P 3-11
Hinduja Global Solutions 3-11
HP Enterprise Services 3-11
IBM 3-12
LiveOps 3-13
NCO 3-13
Outsourcer Profiles Q-Z 3-14
Sitel 3-14
StarTek 3-15
Stream Global Services 3-15
Sutherland Global Services 3-16
Sykes Enterprises Incorporated 3-16
Teleperformance 3-17
TeleTech 3-18
Telvista 3-19
Transcom 3-19
Vertex 3-19
VIPdesk 3-19
West Corporation 3-20
WNS Global Services 3-22
Working Solutions 3-23
Growth Strategies 3-23
Growth Strategies 3-23
Growth Strategies for Outsourcing Providers 3-23
Provide Social Media Solutions 3-23
Meet and Exceed Current Security and Compliance Standards 3-24
Continually Improve Work-at-home Agent (WAHA) Model 3-24
Offer a Variety of Solutions and Choices 3-25
List of Figures
C h a p t e r 1
Market Overview
1-1 Contact Center Outsourcing Market:
Market Drivers Ranked in Order of Impact (North America), 2011-2017 1-18
1-2 Contact Center Outsourcing Market:
Market Restraints Ranked in Order of Impact (North America), 2011-2017 1-19
C h a p t e r 2
Market Analysis
2-1 Contact Center Outsourcing Market:
Revenue Forecasts (North America), 2009-2017 2-2
2-2 Contact Center Outsourcing Market:
Percent of Revenues by Industry Vertical (North America), 2010-2017 2-3
2-3 Contact Center Outsourcing Market:
Percent of Revenues by BPO Function (North America), 2010-2017 2-4
C h a p t e r 3
Competitive Analysis
3-1 Contact Center Outsourcing Market:
Competitive Structure (North America), 2010 3-1
3-2 Contact Center Outsourcing Market:
Company Market Share by Revenue--Re-stated (North America), 2009 3-2
3-3 Contact Center Outsourcing Market:
Company Market Share by Revenue (North America), 2010 3-3
List of Charts
C h a p t e r 1
Market Overview
1.1 Contact Center Outsourcing Market:
Market Engineering Measurements (North America), 2010 1-3
1.2 Contact Center Outsourcing Market:
Proportion of Customer Care Outsourced (North America), 2010 1-5
1.3 Contact Center Outsourcing Market:
Location of Outsourced Agents (North America), 2010 1-6
1.4 Contact Center Outsourcing Market:
Factors of Importance in Outsourcer Selection (North America), 2010 1-6
1.5 Contact Center Outsourcing Market:
Number of Outsourcers Used (North America), 2010 1-7
1.6 Contact Center Outsourcing Market:
Major Outsourcer KPIs (North America), 2010 1-8
1.7 Contact Center Outsourcing Market:
Expected Changes in Outsourced Agent Location (North America), 2010 1-14
C h a p t e r 2
Market Analysis
2.1 Contact Center Outsourcing Market:
Revenue Forecasts (North America), 2009-2017 2-3
2.2 Contact Center Outsourcing Market:
Percent of Revenues by Industry Vertical (North America), 2010-2017 2-4
2.3 Contact Center Outsourcing Market:
Percent of Revenues by BPO Function (North America), 2010-2017 2-5
C h a p t e r 3
Competitive Analysis
3.1 Contact Center Outsourcing Market:
Company Market Share by Revenue--Re-stated (North America), 2009 3-3
3.2 Contact Center Outsourcing Market:
Company Market Share by Revenue (North America), 2010 3-4
To order this report:
Call Center Industry: North American Contact Center Outsourcing Markets
More Market Research Report
Check our Industry Analysis and Insights
CONTACT:Nicolas BombourgReportlinkerEmail: nbo@reportlinker.comUS: (805)652-2626Intl: +1 805-652-2626
SOURCE Reportlinker
[ Back To TMCnet.com's Homepage ]
|
Call Center/CRM
Info Tech 
IP Communications 
Mobile 
Green 
Satellite 
Robotics 
Internet Telephony Magazine
Click here to read latest issue
CUSTOMER 
Cloud Computing Magazine
Click here to read latest issue
M2M Evolution Magazine
