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Articles tagged with: Contact Center and Datamonitor
Outsourcers rethink strategies in light of global recession
The current economic crisis is forcing outsourced contact center providers to revisit tried and trusted methods of providing their services to clients, asserts a new Datamonitor report. With prospects and existing clients looking for more creativity than ever in how their products / services are represented, outsourcing vendors need to determine new ways of delivering customer service, marketing & sales, technical support and debt collection. more
Related Tags: data-monitor, outsourcing, ovi, iden, lte
Does Obama 'buy American' plan signal problems for offshore outsourcing?
Opinion by Peter Ryan, Head of Contact Center Outsourcing Analysis, Ovum
Newly elected US president Barack Obama's move to protect American jobs by
mandating local procurement of materials has invited the question of whether
this could also include contact center outsourcing. Given the prospect of
significant legal problems in legislating an outright ban on offshoring contact
center work, Obama is more likely to use tax provisions to maintain equivalent
domestic jobs.
more
Related Tags: ict, edge, outsourcing, ovum, tax, unions, USA
Contact center outsourcers must take strategic view for BPO success
Contact center outsourcing providers are suffering thinning margins and lower contract volumes as the downturn bites, leading to an increasing appetite for diversification into adjacent business processes - claims a report from Datamonitor. The report assesses the ways in which these vendors could move into higher value business process outsourcing (BPO) areas, and warns that without a more long-term strategic approach, they are unlikely to succeed. more
Related Tags: rsa, outsourcing
Asia-Pacific represents exciting growth for all Contact Center Vendors
Dynamic growth is being predicted for both the number of contact centers and customer service agent positions in Asia Pacific. Market analysis firm Datamonitor puts this down to a combination of a growing middle class in China and India, the expansion in demand for products and services and the increase in offshoring. According to the report, which covers India, China, Australia, Japan and South Korea, this will lead to the creation of four times as many new contact center agent positions (APs) in developing markets over the next four years as in developed markets. more
Related Tags: asia-pacific, china-mobile, telefonica, china-netcom, sk-telecom, netcom
Mexico Faces Threats in Offering Bilingual Call Centers
Research by market analyst Datamonitor expects that Mexico will continue to be a location of choice for offshore contact center services for US firms, but will face considerable regional competition from other countries in the region going forward. more
Related Tags: customer-care, compete, call-center, Mexico
The Middle East Offers Huge Opportunity for Contact Center Vendors
Middle Eastern societies are changing. Its consumers expect high levels of customer service and a quick response to queries. The utilization of contact centers to provide customer services has traditionally been seen as a cost burden to organizations in this region; it is a ticked box to show that a firm is looking after its customers. But industrial reform in the Middle East is fast becoming a reality in several industries. For enterprises new to competing in an open market keeping customers loyal is vital and a growing number of companies are beginning to understand the significance of doing so. According to a new report by independent market analyst Datamonitor, this is creating opportunities for contact center technology vendors. more
Related Tags: ibm, hp, call-center