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SUMMARY
Overview
Introduction
A review of pricing in offshore and onshore pricing in contact center
outsourcing.
Scope
- Contact center outsourcing pricing across major offshore and onshore
locations of choice.
- Cost breakouts for each location, examining agent-related expenses as well
as those related to telcos, property and other.
Highlights
human-resource related costs will account for the bulk of agent costs over the
coming 12 months.
However, telco and technology costs will remain relatively stable, as more
locations seek to deregulate communications.
Property will appreciate in sheer dollars, but as a proportion of agent cost
will remain stable.
Reasons to Purchase
- Understand the direction of contact center pricing across regional markets.
- Learn about the cost breakouts that outsourcers must contend with in
different geographies.
- Find out what regions will remain the most stable and those that will see
rapid escalation in prices.
TABLE OF CONTENTS
- CATALYST
- SUMMARY
- METHODOLOGY
- EXECUTIVE SUMMARY
- Introduction
- Offshore outsourced contact center pricing (Market Focus)
- Onshore outsourced contact center pricing (Market Focus)
- Emerging Contact Center Outsourcing Markets (Databook)
- Summary
- Agent wages
- Agent benefits
- Property price appreciation growth continues to impact agent costs
- Telephony/technology costs are greatly impacted by the outsourcing
location
- ONSHORE OUTSOURCED CONTACT CENTER PRICING (MARKET FOCUS)
- Summary
- Domestic agent pricing shows heavy variance between region and country
- Telephony and technology vary depending on domestic market
- EMERGING CONTACT CENTER OUTSOURCING MARKETS (DATABOOK)
- Introduction
- Argentina
- CCOS services in Argentina in comparison to other countries, 2006
- Wage rates for inbound/outboud voice services in Argentina, 2006
- Percentage share of different agent cost components in Argentina, 2006
- Canada
- CCOS services in Canada in comparison to other countries, 2006
- Wage rates for inbound/outboud voice services in Canada, 2006
- Percentage share of different agent cost components in Canada, 2006
- Chile
- CCOS services in Chile in comparison to other countries, 2006
- Wage rates for inbound/outboud voice services in Chile, 2006
- Percentage share of different agent cost components in Chile
- Costa Rica
- CCOS services in Costa Rica in comparison to other countries, 2006
- Wage rates for inbound/outboud voice services in Costa Rica, 2006
- Percentage share of different agent cost components in Costa Rica, 2006
- Czech Republic
- CCOS services in Czech Republic in comparison to other countries, 2006
- Wage rates for inbound/outboud voice services in Czech Republic, 2006
- Percentage share of different agent cost components in Czech Republic,
2006
- Egypt
- CCOS services in Egypt in comparison to other countries, 2006
- Wage rates for inbound/outboud voice services in Egypt, 2006
- Percentage share of different agent cost components in Egypt, 2006
- France
- CCOS services in France in comparison to other countries, 2006
- Wage rates for inbound/outboud voice services in France, 2006
- Percentage share of different agent cost components in France, 2006
- Germany
- CCOS services in Germany in comparison to other countries, 2006
- Wage rates for inbound/outboud voice services in Germany, 2006
- Percentage share of different agent cost components in Germany, 2006
- India
- CCOS services in India in comparison to other countries, 2006
- Wage rates for inbound/outboud voice services in India, 2006
- Percentage share of different agent cost components in India, 2006
- Italy
- CCOS services in Italy in comparison to other countries, 2006
- Wage rates for inbound/outboud voice services in Italy, 2006
- Percentage share of different agent cost components in Italy, 2006
- Kenya
- CCOS services in Kenya in comparison to other countries, 2006
- Wage rates for inbound/outboud voice services in Kenya, 2006
- Percentage share of different agent cost components in Kenya, 2006
- Malaysia
- CCOS services in Malaysia in comparison to other countries, 2006
- Wage rates for inbound/outboud voice services in Malaysia, 2006
- Percentage share of different agent cost components in Malaysia, 2006
- Mexico
- CCOS services in Mexico in comparison to other countries, 2006
- Wage rates for inbound/outboud voice services in Mexico, 2006
- Percentage share of different agent cost components in Mexico, 2006
- The Netherlands
- CCOS services in the Netherlands in comparison to other countries, 2006
- Wage rates for inbound/outboud voice services in the Netherlands, 2006
- Percentage share of different agent cost components in the Netherlands,
2006
- Panama
- CCOS services in Panama in comparison to other countries, 2006
- Wage rates for inbound/outboud voice services in Panama, 2006
- Percentage share of different agent cost components in Panama, 2006
- Philippines
- CCOS services in Philippines in comparison to other countries, 2006
- Wage rates for inbound/outboud voice services in Philippines, 2006
- Percentage share of different agent cost components in Philippines, 2006
- Poland
- CCOS services in Poland in comparison to other countries, 2006
- Wage rates for inbound/outboud voice services in Poland, 2006
- Percentage share of different agent cost components in Poland, 2006
- Singapore
- CCOS services in Singapore in comparison to other countries, 2006
- Wage rates for inbound/outboud voice services in Singapore, 2006
- Percentage share of different agent cost components in Singapore, 2006
- South Africa
- CCOS services in South Africa in comparison to other countries, 2006
- Wage rates for inbound/outboud voice services in South Africa, 2006
- Percentage share of different agent cost components in South Africa, 2006
- Spain
- CCOS services in Spain in comparison to other countries, 2006
- Wage rates for inbound/outboud voice services in Spain
- Percentage share of different agent cost components in Spain, 2006
- UK
- CCOS services in the UK in comparison to other countries, 2006
- Wage rates for inbound/outboud voice services in the UK, 2006
- Percentage share of different agent cost components in the UK, 2006
- US
- CCOS services in the US in comparison to other countries, 2006
- Wage rates for inbound/outboud voice services in the US, 2006
- Percentage share of different agent cost components in the US, 2006
- APPENDIX
- Definitions
- Further reading
- Ask the analyst
- Datamonitor consulting
- List of Tables
- Table 1: Inbound agent pricing in selected offshore locations, 2006
- Table 2: Inbound agent pricing in selected offshore locations, 2006
(continued)
- Table 3: Wages as a % of total offshore outsourced agent cost, 2006
- Table 4: Wages as a % of total offshore outsourced agent cost, 2006
(continued)
- Table 5: Benefits as a % of total offshore outsourced agent cost, 2006
- Table 6: Benefits as a % of total offshore outsourced agent cost, 2006
(continued)
- Table 7: Property as a % of total offshore outsourced agent cost, 2006
- Table 8: Property as a % of total offshore outsourced agent cost, 2006
(continued)
- Table 9: Telephony/technology as a % of total offshore outsourced
agent cost, 2006
- Table 10: Telephony/technology as a % of total offshore outsourced
agent cost, 2006 (continued)
- Table 11: Inbound agent pricing in selected onshore locations, 2006
- Table 12: Wages as a % of total onshore outsourced agent cost, 2006
- Table 13: Benefits as a % of total onshore outsourced agent cost, 2006
- Table 14: Property as a % of total onshore outsourced agent cost, 2006
- Table 15: Telephony / technology as a % of total onshore outsourced
agent cost, 2006
- Table 16: Wage rates for inbound voice services in Argentina, 2006
- Table 17: Wage rates for outbound voice services in Argentina, 2006
- Table 18: Wage rates for Team leader / Supervisor designation in
Argentina, 2006
- Table 19: Percentage share of different agent cost components in
Argentina, 2006
- Table 20: Wage rates for inbound voice services in Canada, 2006
- Table 21: Wage rates for outbound voice services in Canada, 2006
- Table 22: Wage rates for Team leader / Supervisor designation in
Canada, 2006
- Table 23: Percentage share of different agent cost components in
Canada, 2006
- Table 24: Wage rates for inbound voice services in Chile, 2006
- Table 25: Wage rates for outbound voice services in Chile, 2006
- Table 26: Wage rates for Team leader / Supervisor designation in
Chile, 2006
- Table 27: Percentage share of different agent cost components in
Chile, 2006
- Table 28: Wage rates for inbound voice services in Costa Rica, 2006
- Table 29: Wage rates for outbound voice services in Costa Rica, 2006
- Table 30: Wage rates for Team leader / Supervisor designation in Costa
Rica, 2006
- Table 31: Percentage share of different agent cost components in Costa
Rica, 2006
- Table 32: Wage rates for inbound voice services in Czech Republic, 2006
- Table 33: Wage rates for outbound voice services in Czech Republic,
2006
- Table 34: Wage rates for Team leader / Supervisor designation in Czech
Republic, 2006
- Table 35: Percentage share of different agent cost components in Czech
Republic, 2006
- Table 36: Wage rates for inbound voice services in Egypt, 2006
- Table 37: Wage rates for outbound voice services in Egypt, 2006
- Table 38: Wage rates for Team leader / Supervisor designation in
Egypt, 2006
- Table 39: Percentage share of different agent cost components in
Egypt, 2006
- Table 40: Wage rates for inbound voice services in France, 2006
- Table 41: Wage rates for outbound voice services in France, 2006
- Table 42: Wage rates for Team leader / Supervisor designation in
France, 2006
- Table 43: Percentage share of different agent cost components in
France, 2006
- Table 44: Wage rates for inbound voice services in Germany, 2006
- Table 45: Wage rates for outbound voice services in Germany, 2006
- Table 46: Wage rates for Team leader / Supervisor designation in
Germany, 2006
- Table 47: Percentage share of different agent cost components in
Germany, 2006
- Table 48: Wage rates for inbound voice services in India, 2006
- Table 49: Wage rates for outbound voice services in India, 2006
- Table 50: Wage rates for Team leader / Supervisor designation in
India, 2006
- Table 51: Percentage share of different agent cost components in
India, 2006
- Table 52: Wage rates for inbound voice services in Italy, 2006
- Table 53: Wage rates for outbound voice services in Italy, 2006
- Table 54: Wage rates for Team leader / Supervisor designation in
Italy, 2006
- Table 55: Percentage share of different agent cost components in
Italy, 2006
- Table 56: Wage rates for inbound voice services in Kenya, 2006
- Table 57: Wage rates for outbound voice services in Kenya, 2006
- Table 58: Wage rates for Team leader / Supervisor designation in
Kenya, 2006
- Table 59: Percentage share of different agent cost components in
Kenya, 2006
- Table 60: Wage rates for inbound voice services in Malaysia, 2006
- Table 61: Wage rates for outbound voice services in Malaysia, 2006
- Table 62: Wage rates for Team leader / Supervisor designation in
Malaysia, 2006
- Table 63: Percentage share of different agent cost components in
Malaysia, 2006
- Table 64: Wage rates for inbound voice services in Mexico, 2006
- Table 65: Wage rates for outbound voice services in Mexico, 2006
- Table 66: Wage rates for Team leader / Supervisor designation in
Mexico, 2006
- Table 67: Percentage share of different agent cost components in
Mexico, 2006
- Table 68: Wage rates for inbound voice services in the Netherlands,
2006
- Table 69: Wage rates for outbound voice services in the Netherlands,
2006
- Table 70: Wage rates for Team leader / Supervisor designation in the
Netherlands, 2006
- Table 71: Percentage share of different agent cost components in the
Netherlands, 2006
- Table 72: Wage rates for inbound voice services in Panama, 2006
- Table 73: Wage rates for outbound voice services in Panama, 2006
- Table 74: Wage rates for Team leader / Supervisor designation in
Panama, 2006
- Table 75: Percentage share of different agent cost components in
Panama, 2006
- Table 76: Wage rates for inbound voice services in Philippines, 2006
- Table 77: Wage rates for Team leader / Supervisor designation in
Philippines, 2006
- Table 78: Wage rates for Team leader / Supervisor designation in
Philippines, 2006
- Table 79: Percentage share of different agent cost components in
Philippines, 2006
- Table 80: Wage rates for inbound voice services in Poland, 2006
- Table 81: Wage rates for outbound voice services in Poland, 2006
- Table 82: Wage rates for Team leader / Supervisor designation in
Poland, 2006
- Table 83: Percentage share of different agent cost components in
Poland, 2006
- Table 84: Wage rates for inbound voice services in Singapore, 2006
- Table 85: Wage rates for outbound voice services in Singapore, 2006
- Table 86: Wage rates for Team leader / Supervisor designation in
Singapore, 2006
- Table 87: Percentage share of different agent cost components in
Singapore, 2006
- Table 88: Wage rates for inbound voice services in South Africa, 2006
- Table 89: Wage rates for outbound voice services in South Africa, 2006
- Table 90: Wage rates for Team leader / Supervisor designation in South
Africa, 2006
- Table 91: Percentage share of different agent cost components in South
Africa, 2006
- Table 92: Wage rates for inbound voice services in Spain, 2006
- Table 93: Wage rates for outbound voice services in Spain, 2006
- Table 94: Wage rates for Team leader / Supervisor designation in
Spain, 2006
- Table 95: Percentage share of different agent cost components in
Spain, 2006
- Table 96: Wage rates for inbound voice services in the UK, 2006
- Table 97: Wage rates for outbound voice services in the UK
- Table 98: Wage rates for Team leader / Supervisor designation in the UK
- Table 99: Percentage share of different agent cost components in the
UK, 2006
- Table 100: Wage rates for inbound voice services in the US, 2006
- Table 101: Wage rates for outbound voice services in the US, 2006
- Table 102: Wage rates for Team leader / Supervisor designation in the
US, 2006
- Table 103: Percentage share of different agent cost components in the
US, 2006
- List of Figures
- Figure 1: Inbound agent pricing in selected offshore locations, 2006
- Figure 2: Wages as a % of total offshore outsourced agent cost, 2006
- Figure 3: Benefits as a % of total offshore outsourced agent cost, 2006
- Figure 4: Property as a % of total offshore outsourced agent cost, 2006
- Figure 5: Telephony/technology as a % of total offshore outsourced
agent cost, 2006
- Figure 6: Inbound agent pricing in selected onshore locations, 2006
- Figure 7: Wages as a % of total onshore outsourced agent cost, 2006
- Figure 8: Benefits as a % of total onshore outsourced agent cost, 2006
- Figure 9: Property as a % of total onshore outsourced agent cost, 2006
- Figure 10: Telephony / technology as a % of total onshore outsourced
agent cost, 2006
- Figure 11: Overview of price per agent per hour in Argentina in
comparison to other countries, 2006
- Figure 12: Wage rates for inbound voice services in Argentina, 2006
- Figure 13: Wage rates for outbound voice services in Argentina, 2006
- Figure 14: Percentage share of different agent cost components in
Argentina, 2006
- Figure 15: Overview of price per agent per hour in Canada in
comparison to other countries, 2006
- Figure 16: Wage rates for inbound voice services in Canada, 2006
- Figure 17: Wage rates for outbound voice services in Canada, 2006
- Figure 18: Percentage share of different agent cost components in
Canada, 2006
- Figure 19: Overview of price per agent per hour in Chile in comparison
to other countries, 2006
- Figure 20: Wage rates for inbound voice services in Chile, 2006
- Figure 21: Wage rates for outbound voice services in Chile, 2006
- Figure 22: Percentage share of different agent cost components in
Chile, 2006
- Figure 23: Overview of price per agent per hour in Costa Rica in
comparison to other countries, 2006
- Figure 24: Wage rates for inbound voice services in Costa Rica, 2006
- Figure 25: Wage rates for outbound voice services in Costa Rica, 2006
- Figure 26: Percentage share of different agent cost components in
Costa Rica, 2006
- Figure 27: Overview of price per agent per hour in Czech Republic in
comparison to other countries, 2006
- Figure 28: Wage rates for inbound voice services in Czech Republic,
2006
- Figure 29: Wage rates for outbound voice services in Czech Republic,
2006
- Figure 30: Percentage share of different agent cost components in
Czech Republic, 2006
- Figure 31: Overview of price per agent per hour in Egypt in comparison
to other countries, 2006
- Figure 32: Wage rates for inbound voice services in Egypt, 2006
- Figure 33: Wage rates for outbound voice services in Egypt, 2006
- Figure 34: Percentage share of different agent cost components in
Egypt, 2006
- Figure 35: Overview of price per agent per hour in France in
comparison to other countries, 2006
- Figure 36: Wage rates for inbound voice services in France, 2006
- Figure 37: Wage rates for outbound voice services in France, 2006
- Figure 38: Percentage share of different agent cost components in
France, 2006
- Figure 39: Overview of price per agent per hour in Germany in
comparison to other countries, 2006
- Figure 40: Wage rates for inbound voice services in Germany, 2006
- Figure 41: Wage rates for outbound voice services in Germany, 2006
- Figure 42: Percentage share of different agent cost components in
Germany, 2006
- Figure 43: Overview of price per agent per hour in India in comparison
to other countries, 2006
- Figure 44: Wage rates for inbound voice services in India, 2006
- Figure 45: Wage rates for outbound voice services in India, 2006
- Figure 46: Percentage share of different agent cost components in
India, 2006
- Figure 47: Overview of price per agent per hour in Italy in comparison
to other countries, 2006
- Figure 48: Wage rates for inbound voice services in Italy, 2006
- Figure 49: Wage rates for outbound voice services in Italy, 2006
- Figure 50: Percentage share of different agent cost components in
Italy, 2006
- Figure 51: Overview of price per agent per hour in Kenya in comparison
to other countries, 2006
- Figure 52: Wage rates for inbound voice services in Kenya, 2006
- Figure 53: Wage rates for outbound voice services in Kenya, 2006
- Figure 54: Percentage share of different agent cost components in
Kenya, 2006
- Figure 55: Overview of price per agent per hour in Malaysia in
comparison to other countries, 2006
- Figure 56: Wage rates for inbound voice services in Malaysia, 2006
- Figure 57: Wage rates for outbound voice services in Malaysia, 2006
- Figure 58: Percentage share of different agent cost components in
Malaysia, 2006
- Figure 59: Overview of price per agent per hour in Mexico in
comparison to other countries, 2006
- Figure 60: Wage rates for inbound voice services in Mexico, 2006
- Figure 61: Wage rates for outbound voice services in Mexico, 2006
- Figure 62: Percentage share of different agent cost components in
Mexico, 2006
- Figure 63: Overview of price per agent per hour in the Netherlands in
comparison to other countries, 2006
- Figure 64: Wage rates for inbound voice services in the Netherlands,
2006
- Figure 65: Wage rates for outbound voice services in the Netherlands,
2006
- Figure 66: Percentage share of different agent cost components in the
Netherlands, 2006
- Figure 67: Overview of price per agent per hour in Panama in
comparison to other countries, 2006
- Figure 68: Wage rates for inbound voice services in Panama, 2006
- Figure 69: Wage rates for outbound voice services in Panama, 2006
- Figure 70: Percentage share of different agent cost components in
Panama, 2006
- Figure 71: Overview of price per agent per hour in Philippines in
comparison to other countries, 2006
- Figure 72: Wage rates for inbound voice services in Philippines, 2006
- Figure 73: Wage rates for outbound voice services in Philippines, 2006
- Figure 74: Percentage share of different agent cost components in
Philippines, 2006
- Figure 75: Overview of price per agent per hour in Poland in
comparison to other countries, 2006
- Figure 76: Wage rates for inbound voice services in Poland, 2006
- Figure 77: Wage rates for outbound voice services in Poland, 2006
- Figure 78: Percentage share of different agent cost components in
Poland, 2006
- Figure 79: Overview of price per agent per hour in Singapore in
comparison to other countries, 2006
- Figure 80: Wage rates for inbound voice services in Singapore, 2006
- Figure 81: Wage rates for outbound voice services in Singapore, 2006
- Figure 82: Percentage share of different agent cost components in
Singapore, 2006
- Figure 83: Overview of price per agent per hour in South Africa in
comparison to other countries, 2006
- Figure 84: Wage rates for inbound voice services in South Africa, 2006
- Figure 85: Wage rates for outbound voice services in South Africa, 2006
- Figure 86: Percentage share of different agent cost components in
South Africa, 2006
- Figure 87: Overview of price per agent per hour in Spain in comparison
to other countries, 2006
- Figure 88: Wage rates for inbound voice services in Spain, 2006
- Figure 89: Wage rates for outbound voice services in Spain, 2006
- Figure 90: Percentage share of different agent cost components in
Spain, 2006
- Figure 91: Overview of price per agent per hour in the UK in
comparison to other countries, 2006
- Figure 92: Wage rates for inbound voice services in the UK, 2006
- Figure 93: Wage rates for outbound voice services in the UK
- Figure 94: Percentage share of different agent cost components in the
UK, 2006
- Figure 95: Overview of price per agent per hour in the US in
comparison to other countries, 2006
- Figure 96: Wage rates for inbound voice services in the US, 2006
- Figure 97: Wage rates for outbound voice services in the US, 2006
- Figure 98: Percentage share of different agent cost components in the
US, 2006
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