Introduction

This brief will provide outsourcers with strategies to develop an optimal mix of horizontal functions so as to act as a one-stop shop for prospects.

Scope

A discussion on the dynamics of each outsourced horizontal contact center function An analysis of the geographic market opportunities currently available to contact center outsourcers An overview of vertical requirements pertaining to outsourced contact center functions A discussion of key internal operational considerations vendors need to take into account when determining their optimal mix of horizontal services

Highlights

Contact center outsourcing vendors need to identify what services they wish to provide by analyzing all vertical and geographic opportunities available Vendors also need to consider the dynamics of customer service, marketing & sales, technical support and B2E as each is unique and carry their own set of challenges An internal analysis is also required to determine what the vendor is able to accommodate in terms of horizontal services now and in the future

Reasons to Purchase

Learn about the dynamics of each horizontal outsourced contact center function Understand the internal considerations vendors should analyze when determining their abilities to provide outsourced contact center functions Identify geographic and vertical opportunities for outsourced contact center functions when determining an optimal horizontal mix

DATAMONITOR VIEW 1
CATALYST 1
SUMMARY 1
ANALYSIS 2
THE IMPORTANCE OF INTERNAL CAPABILITIES AND EXOGENOUS FACTORS 2
Horizontal market dynamics 2
Geographic and vertical opportunity identification 2
Internal suitability 2
GEOGRAPHIC & VERTICAL MARKETS AND THEIR IMPACT ON LONG-TERM OPPORTUNITY 3
Geographic growth patterns 3
North America 4
Western Europe 5
Eastern Europe, Middle East and Africa 5
APAC 5
CALA 5
Vertical opportunities 5
FUNCTIONAL DYNAMICS CAN POSE OBSTACLES OR OPPORTUNITY 7
Customer service 7
Marketing & sales 7
Technical support 8
B2E 8
INTERNAL OPERATIONS IMPACT LONG-TERM HORIZONTAL STRATEGIES 8
Agent sophistication 9
Technology capabilities 10
Offshore / onshore mix 10
Outsourcer's horizontal pedigree 11
APPENDIX 12
Methodology 12
Further reading 12
Ask the analyst 12
Datamonitor consulting 12
Disclaimer 12
List of Tables
Table 1: Vertical opportunities by horizontal outsourced contact center functions - mature industries 6
Table 2: Vertical opportunities by horizontal outsourced contact center functions - emerging industries 6
List of Figures
Figure 1: Internal and exogenous considerations impacting horizontal contact center outsourcing strategies 3
Figure 2: Worldwide outsourced contact center functional growth patterns, 2006 - 2012 4
Figure 3: Internal capability parameter assessment for horizontal contact center outsourcing 9
Figure 4: Outsourced contact center wages by horizontal function, 2006 11