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市場調査レポート
コンタクトセンターアウトソーシングの産業別市場
Mature Vertical Markets - profiting from established contact center outsourcing investors (Strategy Focus)
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当商品の販売は、2011年07月19日を持ちまして終了しました。
Abstract
Overview
Introduction
Contact center outsourcing has long been a tool used by many verticals in
lowering overheads while at the same time increasing end-user satisfaction.
This brief will provide insight into what investors are looking for in a
partner and how outsourcers can profit over the long-term from these steady
markets.
Scope
- A comprehensive market size of mature vertical markets investing in
contact center outsourcing
- An analysis of the pain points facing these verticals
- A description of what outsourcers need to do in order to win business from
prospects in these verticals
Report Highlights
Mature vertical markets will continue to invest in contact center outsourcing
through 2012
Financial services and telcos will remain the two largest single customers for
these services
Retail and technology investors will also augment their investment in contact
center outsourcing, based on a number of commercial pain points
Reasons to Purchase
- Learn about how to win business from mature vertical investors
- Understand the commercial pain points experienced by mature vertical
markets
- Determine the market sizes associated with investment by mature verticals
in contact center outsourcing
Table of Contents
- VIEW
- CATALYST
- SUMMARY
- METHODOLOGY
- ANALYSIS
- Mature vertical markets continue outsourcing but growth will slow
- Mature contact center outsourcing - total market size
- Mature market contact center outsourcing - vertical breakout
- Pricing and quality issues will dominate telco outsourcing investment
decisions
- Segment telco prospects into distinct markets
- Provide telcos with diversified location strategies
- Cross-sell / upsell capabilities
- Emphasize integration services
- Financial services outsourcing wins will be based on data protection and
cost
- Recognize the diversity of the financial services sector
- Emphasize data protection capabilities
- Offer flexible location strategies
- Leverage self-service options
- Technology manufacturers need outsourcing partners that are cost and
culture sensitive
- Ensure services are price-sensitive
- Emphasize staff quality
- Understand the differences among technology clients
- Retail channel diversification means new investment opportunities
- Emphasize cost savings
- Attack emerging retail channels
- APPENDIX
- Further reading
- Ask the analyst
- List of Tables
- Table 1: Total market size: mature vertical outsourcing markets, 2006
- 2012
- List of Figures
- Figure 1: Total market size: mature vertical outsourcing markets, 2006
- 2012
- Figure 2: Breakout of mature outsourcing verticals, 2006 - 2012
- Figure 3: Total number of online shoppers in the UK, 1998 - 2005
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