Enterprise Priorities in North America

Contact Center Outsourcing

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Regular Price: USD 10,000

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The overall research objective of this research service was to investigate the current and future outsourcing trends in the North American contact centers. Nearly half of the respondents outsource some customer care activities. Large contact center organizations are greater users of outsourcing than medium and small contact center organizations. Companies that outsource have about half of their outsourced agents in North America, and India has the highest share of outsourced offshore agents. On the whole, companies that outsource contact center functions use an average of 3 outsourcers. For companies that do not outsource and do not plan to outsource, quality and security concerns are the top restraining factors.

Table of Contents

Research Background, Objectives, and MethodologyResearch Background and ObjectivesMethodologyMethodology (continued)Overall Firmagraphic DetailsExecutive SummaryExecutive SummaryCustomer Care Functions OutsourcedCustomer Care Outsourcing AdoptionCustomer Care Functions Currently Outsourced and Planned to be OutsourcedCurrently Outsourced Customer Care Functions by CountryCurrently Outsourced Customer Care Functions y Contact Center SizeCurrently Outsourced Customer Care Functions by IndustryCustomer Care Functions Planned to be Outsourced by Country Customer Care Functions Planned to be Outsourced by Contact Center Size Customer Care Functions Planned to be Outsourced by Industry Outsourcing Customer Contact ChannelsContact Channels/Interactions Currently Handled and Planned to be Handled by OutsourcersContact Channels/Interactions Currently Handled by Outsourcers by CountryContact Channels/Interactions Currently Handled by Outsourcers by Contact Center SizeContact Channels/Interactions Currently Handled by Outsourcers by IndustryContact Channels/Interactions Planned to be Handled by Outsourcers by CountryContact Channels/Interactions Planned to be Handled by Outsourcers by Contact Center SizeContact Channels/Interactions Planned to be Handled by Outsourcers by IndustryPriority of Consistent and Seamless Customer Experiences Current and Future Level of Priority to Deliver Consistent and Seamless Customer ExperiencesCurrent Level of Priority to Deliver Consistent and Seamless Customer ExperiencesExpected Level of Priority to Deliver Consistent and Seamless Customer ExperiencesOutsourced Contact Center Seats/AgentsCurrent and Future Proportions of Outsourced Contact Center Seats/AgentsCurrent and Future Proportions of Outsourced Contact Center Seats/Agents (continued)Outsourcing LocationsLocations of Current and Expected OutsourcingLocations of Currently Outsourced Contact Centers by Country Locations of Currently Outsourced Contact Centers by Contact Center Size Locations of Currently Outsourced Contact Centers by Industry Locations of Contact Centers Planned to be Outsourced by Country Locations of Contact Centers Planned to be Outsourced by Contact Center SizeLocations of Contact Centers Planned to be Outsourced by IndustryNumber of Outsourcers UsedAverage Number of Outsourcers Currently Used and Planned to be UsedImportant Factors in Outsourcer SelectionCurrent and Future Factors in Outsourcer SelectionImportant Factors in Current Outsourcer Selection by Country Important Factors in Current Outsourcer by Contact Center Size Important Factors in Current Outsourcer Selection by Industry Important Factors in Future Outsourcer Selection by CountryImportant Factors in Future Outsourcer Selection by Contact Center SizeImportant Factors in Future Outsourcer Selection by IndustryRestraints to Using OutsourcersRestraints to Using Outsourcers by CountryRestraints to Using Outsourcers by Contact Center SizeRestraints to Using Outsourcers by IndustryLegal DisclaimerAppendixBusiness FunctionsThe Frost & Sullivan StoryThe Frost & Sullivan StoryValue Proposition: Future of Your Company & CareerGlobal PerspectiveIndustry Convergence360º Research PerspectiveImplementation ExcellenceOur Blue Ocean Strategy




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