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SUMMARY
IntroductionService differentiation and go-to-market propositions built aroundtransformational outsourcing will enable outsource providers to win new businessin a growing market where an increasing number of clients are looking into callcenter and BPO outsourcing. Scope- Explanation of how the various components offered by service providers fittogether along with a comparison of several different operating models.
- In-depth analysis of a number of firms' operating models and their keyservice differentiators.
- Analysis of trends and drivers that are affecting the demand for outsourcingservices, as well as information on regional and vertical splits.
- A set of strategic recommendations for service providers to help growrevenues in an expanding market.
Report HighlightsTransformational outsourcing is key - merely transferring an existingoperation to an outsourcer is inadequate, which is especially true whenoutsourcing operations offshore. Transformation of processes or entire functionsis undertaken as part of the outsourcing arrangement, delivering an overallimproved service to clients and their customers. Service differentiation wins business - the way in which service providersset out their stall and work with clients during an engagement heavilyinfluences clients and ultimately determines their desire to engage thatprovider again, which directly impacts service provider revenues. A partnershipapproach and transparent communication are key. Portfolios add more value - by developing go-to-market alliances, firms canbetter and more readily compete with full service providers that have developedtheir complex portfolios in an organic manner. This approach demands a sharedvision and approach as well as a proven track record of implementations. Reasons to Purchase- Understand what threat systems integrators and consultancies pose totraditional call center and BPO outsourcers.
- Discover how call center outsourcing fits into the bigger picture oftransformational outsourcing.
- Find out what value different alliances will deliver in an expanding marketwhere customers are looking for a full range of services from providers.
TABLE OF CONTENTS
CHAPTER 1 EXECUTIVE SUMMARY- Introduction
- Adding value in a complicated market
- The competitive landscape
- Addressing outsourcing demand factors
- Action points
CHAPTER 2 INTRODUCTION- What is this report about?
- Who is the target reader?
- How to use this report
CHAPTER 3 ADDING VALUE IN A COMPLICATED MARKET- Introduction
- Market definition
- Value proposition components
- Strategy
- Integration
- Transformation
- Operation
- ITO
- APO
- BPO
- Making sense of the puzzle - vendor operating models
- Full service providers
- IT service providers
- Systems integrators
- Which type of provider are you?
- Market developments
- Business transformation takes off
- Understand the reasons to outsource
- Conclusions
CHAPTER 4 THE COMPETITIVE LANDSCAPE- Introduction
- Competitive landscape
- Service offerings
- Company profiles
- Accenture
- Overview
- Service differentiation
- Capgemini
- Overview
- Service differentiation
- CSC
- Overview
- Service differentiation
- EDS
- Overview
- Service differentiation
- HP with BT
- Overview
- Service differentiation
- IBM Global Services
- Overview
- Service differentiation
- ICICI-OneSource
- Overview
- Service differentiation
- Wipro Spectramind
- Overview
- Service differentiation
- Conclusions
CHAPTER 5 ADDRESSING OUTSOURCING DEMAND FACTORS- Introduction
- Customer identification
- Geographical breakdown
- Industry breakdown
- Outsourcing trends
- The "me too!" factor
- What call center work are firms outsourcing?
- New business generation
- The portfolio approach to outsourcing
- Delivering best practice
- Back office and front office
- Understanding the concerns of your customer
- Procuring outsourcing
- Brand impact
- Managing risk
- Addressing regulatory requirements
- Focus on the Sarbanes-Oxley Act
- Focus on the Basel II accord
- Focus on data protection
- Conclusions
CHAPTER 6 ACTION POINTS- Introduction
- Action point 1 - Service differentiation wins business
- Action point 2 - Transformational outsourcing is key
- Action point 3 - Educate clients and win new business
- Action point 4 - Portfolios will add more value
CHAPTER 7 APPENDIX- Abbreviations
- Future reading
- Relevant links
- SPP writing team
- Report author
- Report manager
- How to contact experts in your industry
List of Tables- Table 1: Outsourced agent positions by region, 2003
List of Figures- Figure 1: Service offerings: how the pieces fit together
- Figure 2: Outsourced agent positions by region, 2003
- Figure 3: Service offerings: how the pieces fit together
- Figure 4: Example offering of a full service provider
- Figure 5: Example offering of an IT service provider
- Figure 6: Example offering of a systems integrator
- Figure 7: Comparison of profiled vendors' service delivery focus
- Figure 8: Accenture's customer contact value proposition
- Figure 9: EDS' client-facing sales structure
- Figure 10: Outsourced agent positions by region, 2003
- Figure 11: Estimated outsourcing revenues by industry sector for profiledvendors, 2003
- Figure 12: Activities that firms are most likely to outsource
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