Introduction

The outsourced outbound contact center services market has faced several daunting challenges over the past decade. However, despite a once negative outlook, this segment now appears poised for a comeback and opportunities abound for contact center outsourcers looking to profit in niche areas.

Scope

An overview of key pain points being faced by companies looking to engage in outbound sales & marketing calls Market sizing related to global and regional uptake of sales & marketing outbound calls Differentiators that outsourcers can use when attempting to win outbound sales & marketing business from prospects An outline of niche areas in outbound calling in which outsourcers can find new revenue opportunities

Highlights

Datamonitor expects that the sales & marketing outbound market will increase globally through the coming five years However, the pain points that outbound calling faces to this day are considerable Outsourcers have an excellent opportunity to leverage their cost management capacities and quality emphasis when looking to win outbound sales & marketing business across a number of different areas

Reasons to Purchase

Learn the pain points that outbound sales & marketing customers face on a daily basis Understand how the outbound sales & marketing outsourced segment will grow through the next five years Determine the best strategy of winning new outsourced sales & marketing business and what niche markets offer the best opportunity

DATAMONITOR VIEW 1
CATALYST 1
SUMMARY 1
ANALYSIS 2
Outbound calling faces more challenges than ever 2
Consumer hostility 3
Legislative challenges 3
High costs 3
Poor quality perception 3
However, outsourced outbound calling is set to increase 4
Global analysis 4
Regional analysis 5
Outsourced outbound investors need savings, quality and commercial opportunities 7
Cost savings 7
Professional approach 8
Increased commercial opportunities 8
Outsourcers can leverage a number of strategies to increase outbound revenues 8
Emphasize professional nature of services to prospective investors 9
Show real cost savings 10
Emphasize abilities in value-added services 10
Warm-calling 10
Debt collection 11
Charity work 13
Political contracts 13
APPENDIX 14
Methodology 14
Further reading 14
How to profit in a multifunctional outsourcing environment (Strategy Focus) - BFTC1746 14
Ask the analyst 14
Datamonitor consulting 14
Disclaimer 14
List of Tables
Table 1: Global APs in outbound sales & marketing functions, 2006 - 2012 5
List of Figures
Figure 1: Key challenges faced in outbound calling 2
Figure 2: Global APs in outbound sales & marketing functions, 2006 - 2012 4
Figure 3: Regional breakout of sales & marketing outbound APs, 2006 - 2012 6
Figure 4: Key motivators influencing outbound outsourcing investment decisions 7
Figure 5: Outbound strategic differentiators in outbound calling 9
Figure 6: Outstanding US consumer credit, 2002 - 2006 12