Research and Markets has announced the addition of the “Global Contact Centre Outsourcing Market – Procurement Market Intelligence Report 2017-2021” report to their offering.
The procurement specialist forecast the global contact centre outsourcing market to grow at a CAGR of 9% during the period 2017-2021.
The report, Global Contact Centre Outsourcing 2017-2021, has been prepared based on an in-depth market analysis with inputs from industry experts. The report covers the market landscape and its growth prospects over the coming years. The report also includes a discussion of the key suppliers operating in this market.
Commenting on the report, a procurement specialist from the team said: With the increasing adoption of the customer-centric business approach, organizations not only need to earn better revenue but also need to acquire and retain customers for long periods of time.
Further, the report states that the industry is experiencing high attrition rates (30% per annum) as agents are dissatisfied with the irregular work hours and related health concerns. Every 10% of the attrition accounts for a 1% loss of end-customers.
Teleperformance – Convergys – Xerox – Concentrix – TeleTech
Focus on customer-centric business strategies
Language and cultural differences – For a full, detailed list, view the full report
Category Spend Analysis – Demand-Supply Shifts – Key Market Developments – Key Category Growth Drivers – Major Category Growth Constraints – Procurement Best Practices – History of Innovation – Key Current Technological Innovations – Major Regulatory Frameworks – Strategic Sustainability Practices – SWOT Analysis – PESTLE Analysis
Supply Market Insights
Suppliers’ Operational Capability Matrix – Supplier Functional Capability Matrix – Key Clients – Supplier Cost Breakup – Supplier Positioning Matrix – Supplier Selection Criteria
Pricing Models Snapshot – Pricing Models – Pros and Cons – Indicative Wages – Category Negotiation Strategies
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