Offshore Outsourced Contact Center Pricing (Market Focus)

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Offshore Outsourced Contact Center Pricing (Market Focus)

Report Code: DB-1472

Date: 12/2006

By: Datamonitor

The outsourced contact center business is very cost sensitive and competition seems to intensify on an annual basis, especially with new locations constantly emerging with their own selection of local vendors. This report examines the positioning of players in the offshore outsourced contact center sector, and provides an in-depth analysis of input costs and vendor prices from a regional and global perspective.

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14 Pages

Immediate delivery of report PDF via e-mail with a single-user license (File Size = 80 KB)
	$1895

No Exchanges Due to the policies of the report‘s author/publisher, this report is not eligible for returns, exchange or credit. Please contact us with any questions or for more information on the report before you purchase.

Abstract:
Introduction

Offshore contact center pricing has shifted over the past 18 months since Datamonitor’s last assessment, with most markets having appreciated organically through this period. As well, inputs associated with agent costs have for the most part shown consistency with last year’s results, and notably agent-related expenses still account for the bulk of per- capita agent spend, while other overheads make up the balance. The following points are covered in detail in this report:

Offshore outsourcing shows pricing variance depending on market maturity
Human-resource related expenses continue to dominate agent costs
Property price appreciation growth continues to impact agent costs
Telephony/technology costs are greatly impacted by the outsourcing location

Scope

Offshore contact center locations by price
Agent wages across offshore outsourcing locations
Agent benefits across offshore locations
Property and technology/telephony costs across offshore outsourcing locations

Highlights

Contact center outsourcing price comparison across emerging and established offshore locations
Agent costs broken out by wages, benefits, facilities and networking
Trends in outsourcing costs across regions

Reasons to Purchase

Learn about pricing across the contact center outsourcing spectrum
Understand what components make up agent costs in key outsourcing locations
Develop an understanding about potential cost shifts in major offshore outsourcing locations