A survey of users of contact center outsourcing services, across a wide variety of geographic and vertical markets.

Scope

150 interviews with outsourcing investors from North America, Western Europe and Australia / New Zealand Respondents from across vertical markets, including financial services, telcos, manufacturing, retail, government and others Provides an overview of the current outsourcing investor market base, including demographic data from Datamonitor's Business Trends primary research Introduces technology adoption trends of outsourcing investors, including self-service adoption, channels and home-agent deployments

Highlights

Outsourcing investors continue to place priority on agent quality and location stability as the major points of concern when choosing an outsourced contact center location in which to do business Respondents in all regions are split in regard to the trends around CRM budgets over the next 12 months A sizable number of respondents stated a willingness to examine home agents as a means of countering offshoring, a remarkable phenomenon for such a new business model

Reasons to Purchase

Effectively map contact center solutions to address outsourcing business pain points Gain firsthand insight on investment priorities and location outlooks for 2007 Target outsourcing prospects more effectively.