Outsourced Contact Centers Continue to Promise Business Benefits and Market Growth
June 19 2006
care outsourcing is increasingly emerging as a viable option for
companies, both large and small, to realize substantial cost savings as
well as provide a better overall customer experience. Outsourcing
offers an extremely cost-effective alternative to operating large and
expensive in-house contact centers. New analysis from Frost
& Sullivan, North American Outsourced Contact Center Services
Market, reveals that this market earned revenues of $19.5 billion in
2005 and is likely to reach $20.1 billion in 2012.
current economic growth in the United States is spurring companies to
focus on client acquisition and retention programs through telesales
and proactive customer care," notes Frost & Sullivan Industry
Analyst Michael DeSalles. "Employing the expertise of outsourcing
providers allows these companies to grow while reducing capital
expenditures. This means that firms can re-invest savings in other
critical areas of the business."
outsourcers are able to offer fully integrated customer service/sales
bundles, thus enabling companies to eliminate the need to maintain and
manage contact center staff for this purpose. Many of these providers
have the advantage of years of domain experience and offer highly
attractive pricing programs. Combined with around-the-clock global
reach, outsourcers can offer superior customer care and service
solutions that many companies find difficult to resist.
incurring cost savings is not the sole criterion for companies
considering the outsourcing route. There are several other client
requirements that outsourcing vendors have to meet, including an
enhanced customer experience, strong data security, and strict
regulatory compliance. This has led many companies with considerable
call center investments to adopt a "wait- and-watch" attitude.
decision by some companies to delay the move to outsourcing, may be
due, in part, to the tremendous negative publicity in the media. In
some sectors, there are mounting fears that this trend causes Americans
to lose jobs.
Moreover, companies are often very
reluctant to hand over control of their contact center operations to an
offshore facility located far away from their home office in the United
States. As a result, outsourcers are attempting to increase the comfort
level by providing superior technology, integrated services, and a
clearly defined value proposition.
vendors in this space have overcome this resistance by positioning
themselves as solution partners as well as offering clients the optimal
mix of people, technology, geography, and flexible pricing options,"
says DeSalles. "Providers must become solution partners that can
counsel clients on the best 'rightshore fit' to determine agent
sourcing, self-service options, and the most favorable site location."
that are seeking to expand their client base need to implement all
possible steps to ensure risk mitigation for clients, especially to
attract and retain companies that are late adopters. Ultimately, a
robust, integrated platform holds the key to delivering a global,
multi-lingual, multi-site scalable solution that can ensure security
along with business continuity.
Outsourced Contact Center Services Market, part of the Contact Center
Services Subscription, provides an overview of this subset of the
business process outsourcing (BPO) industry. It includes a complete
analysis of key market challenges, drivers, restraints, and trends that
are impacting market penetration as well as growth. In this research
service, Frost & Sullivan's expert analysis thoroughly outlines
market size, market share of major providers, and pricing strategies.
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