Decision Matrix: Selecting a Contact Center Outsourcing Vendor

SUMMARY

Abstract

Overview

Introduction

This project details the principal contact center outsourcing vendors, and provides analysis on their capacities.

Scope

• An analysis of nine contact center outsourcers related to their market impact
• An analysis of nine contact center outsourcers related to their end user satisfaction scores
• An analysis of nine contact center outsourcers related to their services & technologies offerings
• Datamonitor's recommendations based on shortlist, consider and explore categories

Report Highlights

The current contact center outsourcing vendor market is extremely competitive, especially among top-tier vendors

In addition, key differentiators include multishoring capabilities, vertical expertise and horizontal functionality

End user sentiment among vendors analyzed varied significantly

Reasons to Purchase

• Learn about the vendors Datamonitor categorizes among shortlisted outsourcers
• Understand what to look for in a contact center outsourcing partner and what the nine vendors profiled have to offer
• Know the capacities of each vendor profiled, based upon end user sentiment, market impact and services & technologies

TABLE OF CONTENTS

Table of Contents

• DATAMONITOR VIEW
  • CATALYST
  • SUMMARY
• MARKET DEVELOPMENTS
  • Margin pressure due to the declining USD
  • Rise of home-based agents
  • Move toward 'rightshoring'
  • Agent attrition
  • Contact center outsourcing decision matrix
    • Market leaders: Teleperformance, Sitel, Convergys, EDS and Teletech
    • The challengers: Minacs, ICT Group GROUP, Stream and Sykes
      • Consider
      • Explore
• MARKET LEADERS
  • Market leaders- services and technologies
  • Market leaders - End user sentiment
  • Market leaders - Impact
• VENDOR ANALYSIS
  • Convergys
    • Recommendation: Shortlist
  • EDS
    • Recommendation: Shortlist
  • ICT Group
    • Recommendation: Explore
  • Minacs
    • Recommendation: Consider
  • Sitel
    • Recommendation: Shortlist
  • Stream
    • Recommendation: Explore
  • Sykes
    • Recommendation: Consider
  • TeleTech
    • Recommendation: Shortlist
  • Teleperformance
    • Recommendation: Shortlist
  • Other notable CCOS vendors
    • Atento
    • Dimension Data CIS \ Merchants
    • Telvista
    • Transcom
    • Xceed
• APPENDIX
  • Summary scores
  • Methodology
  • Extended methodology
    • End user sentiment
    • Market impact
    • Services & technologies
  • Ask the analyst
  • Datamonitor consulting
  • Disclaimer
  • List of Tables
    • Table 1: The CCOS Decision Matrix
    • Table 2: CCOS Decision Matrix - vendor scores summary
  • List of Figures
    • Figure 1: USD versus CAD, 2006 - 2008
    • Figure 2: Global home agent growth, 2006 - 2012
    • Figure 3: The CCOS Decision Matrix
    • Figure 4: Market leaders: services & technologies
    • Figure 5: Market leaders: end user sentiment
    • Figure 6: Market leaders: market impact
    • Figure 7: The Convergys CCOS radars
    • Figure 8: The EDS CCOS radars
    • Figure 9: The ICT CCOS radars
    • Figure 10: The Minacs CCOS radars
    • Figure 11: The Sitel CCOS radars
    • Figure 12: The Stream CCOS radars
    • Figure 13: The Sykes CCOS radars
    • Figure 14: The TeleTech CCOS radars
    • Figure 15: The Teleperformance CCOS radars