Introduction

An agglomeration of all qualitative and statistical research conducted through Theme 3

Scope

Overview 1
Catalyst 1
Summary 1
Methodology 1
Executive Summary 2
Introduction 2
Profiting from at-home agents in contact center outsourcing (Market Focus) 2
How to profit from emerging contact channels (Strategy Focus) 2
Leveraging the IVR Self-service Phenomenon in Contact Center Outsourcing (Strategy Focus) 2
Table of Contents 3
Table of figures 4
Table of tables 5
Deriving value from at-home agents (Market Focus) 6
Summary 6
At-home APs will grow through the coming five years 6
Overall market size 6
Regional concentration and trends 7
At-home agents are a compelling option to potential and existing outsourcing clients 8
Added-value to end-user interactions 8
Alternative to offshoring 8
Lower cost than domestic agents 8
Positive publicity 9
Outsourcing vendors can profit from at-home agents 9
Vertical specialization 10
Business contingency planning 11
Reduced overheads 11
Facilities 11
Contractor model and agent empowerment 11
New pool of quality agents 12
Different demographic 12
Unlimited geographic pool 12
Stay-at-home parents 13
Senior citizens 13
Professional qualification 13
Individuals with reduced mobility 13
Lower rates of attrition 14
Different demographic 14
Entrepreneurial attitude 14
New regional opportunities 14
Established markets 14
Developing markets 15
Environmental positioning 15
However, vendors need to address ongoing home agent concerns 15
Agent monitoring 15
Data protection / fraud 16
Lack of team atmosphere 16
Home environment distractions 16
How to profit from emerging contact channels (Strategy Focus) 18
Summary 18
Voice remains the key customer service channel of choice 18
Immediacy 18
Pervasiveness of telephony 18
Comfort 19
Cost perception 19
Email is emerging as a preferred method of contact for non-critical issues 20
Rapid response times 20
Specific functions targeted 20
Standardized contact forms 20
Web-chat is an excellent alternative for technical support 20
Limitations may limit deployments 21
Expense 21
Agent ratios 21
Security concerns 21
SMS is regionally and demographically limited, but has the chance to grow globally 21
Age demographic 22
Regional limitations 22
Functionality 22
Actions 23
Promote multichannel capabilities as a means of customer satisfaction 23
Let clients drive multichannel mix 23
Anticipate changes in the channel mix 24
Avoid agent blending 24
Provide efficient email services 24
Explore new uses for web chat 24
Deploy SMS based on targeted demand 24
Leveraging the IVR self-service phenomenon in contact center outsourcing (strategy Focus) 25
Summary 25
Speech automation continues to grow as a means of customer care 25
Global analysis 25
Regional analysis 26
Reasons for growth 27
Reduced costs 28
Reduced complexity 28
Better functionality 28
Pervasiveness 28
IVR can help outsourcers increase quality interaction 28
Effective routing 28
Shorter call times 29
Alternative to offshoring 29
Brand re-enforcement 29
IVR can reduce outsourcing costs and improve efficiencies 30
Reduced AP count 30
Fewer agents 30
Check against rising agent costs 31
Automation of basic tasks 31
Outsourcers need to be conscious of IVR's limitations 31
Client push-back 31
End-user resistance 31
Commercial opportunities 32
Simple tasks 32
APPENDIX 33
Methodology 33
Further reading 33
Datamonitor consulting 33
Disclaimer 33
List of Tables
Table 1: Global at-home agent positions, 2006 - 2012 7
Table 2: At-home versus onshore bricks-and-mortar agent - characteristic differences 12
Table 3: Global voice business value chain revenues, 2005 - 2010 26
Table 4: Global voice business value chain revenues: regional analysis, 2005 - 2010 27
List of Figures
Figure 1: Global at-home agent position growth, 2006 - 2012 7
Figure 2: US in-bound agent comparison, facility versus at-home: 2006 9
Figure 3: Mobile and fixed line telephony penetration, selected countries: 2006 19
Figure 4: Mobile telephony versus internet penetration, selected countries: 2006 23
Figure 5: Global voice business value chain revenues, 2005 - 2010 26
Figure 6: Global voice business value chain revenues: regional analysis, 2005 - 2010 27
Figure 7: What are your major headaches with regard to your call centre? (1 - Smallest Headache; 4 - Biggest Headache) 30