发布时间：2008.5

摘要

Introduction

An overview of the ongoing shifts in global contact center outsourcing attrition trends, as well as an analysis of pricing and cost issues.

Scope

• An overview of the key factors inducing attrition in outsourced contact centers globally

• A regional discussion outlining key contact center delivery markets, and local attrition related issues on the ground

• A discussion on pricing and cost related issues in global outsourced contact centers

• The impact of attrition and price rises on the clients of outsourced contact centers

Report Highlights

Outsourced contact centers face considerable challenges from agent turnover, which results in lost profitability

Agent related costs form the largest problem for outsourcers seeking to maintain margin, but challenges related to organic inflation and foreign exchange are also proving to be at issue for vendors of these services.

Clients of outsourcers need to be conscious of the challenges that their vendor partners are facing in regard to escalating costs and agent churn, as it can lead to increased prices as well as quality erosion.

Reasons to Purchase

• Learn about the major attrition-related challenges facing outsourced contact centers globally, and in key delivery markets

• Understand the evolution of outsourced contact center pricing, and the variables that may be affecting vendor inputs

• Determine the right strategies for dealing with attrition and cost increases, without sacrificing profitability and delivery quality

目录及图表

Overview	1
Catalyst	1
Summary	1
Key Messages	2
Agent attrition and price increases are becoming more interdependent	2
Attrition is hurting contact centers globally	2
Outsourced pricing is being impacted by operational and exogenous factors	2
Agent attrition and cost rises have the potential to hurt outsourcing business	2
Table of Contents	3
Table of figures	4
Table of tables	4
Market Opportunity	5
Why are we writing about pricing and attrition?	5
Agent attrition is rising globally	5
Contact center prices continue to rise	5
Pricing and attrition pressures are interconnected	5
Client satisfaction is affected by agent churn and price increases	5
What is causing agent attrition?	6
Organic inflation	6
Inter-vertical competition for talent	6
Overheated contact center sectors	6
Poor management and supervision	7
Contact center functions	7
Lack of career progression opportunities	8
Regional attrition discussion	9
Onshore markets	9
US and Western Europe	9
Mature offshore markets	10
Canada	10
India	10
Philippines	10
Mexico	11
Emerging offshore locations	12
European nearshore	12
South Africa	12
Outsourced contact center pricing	13
Rising prices	13
Agent-related costs	14
Foreign Exchange Volatility	15
Pricing survey	15
Domestic outsourced pricing	16
Mature offshore markets	16
Emerging offshore markets	17
Customer Impact: how pricing and attrition affects outsourcing clients	18
Attrition and price hikes are already affecting clients and prospects	18
Higher price points	19
Quality concerns	20
The possibility of alternative business models	20
Go to Market	22
Recommendations	22
Understand issues in the local market affecting pricing and attrition	22
Culture	22
Local economic issues	22
Macro-level challenges	23
Develop clear career paths for agents	23
Ensure realistic and value-added benefit packages	23
Fulfilling work atmosphere	24
Preventative recruitment measures	25
Frequent feedback sessions	26
Augment supervisor training	26
Explore blended business models	26
Mitigate cost rise risks through financial instruments	27
APPENDIX	28
Methodology	28
Further reading	28
Ask the analyst	28
Datamonitor consulting	28
Disclaimer	28
List of Tables
Table 1: Onshore inbound customer care hourly fully-loaded pricing: 2008	16
Table 2: Onshore inbound customer care hourly fully-loaded pricing: 2008	16
Table 3: Emerging offshore inbound customer care hourly fully-loaded pricing: 2008	17
List of Figures
Figure 1: Factors leading to attrition in outsourced contact centers	9
Figure 2: Inflation rises across selected offshore delivery locations: 2007	13
Figure 3: USD versus Euro: 2004 - 2008	15
Figure 4: Major contact center headaches among in-house providers	19