How To Understand The Future Of Contact Center Outsourcing In India And The Philippines

Transcription

1 A Datamonitor report The Future of Contact Center Outsourcing in India and the Philippines Published: Feb-05 Product Code: DMTC1035 Providing you with: Comprehensive forecasts for offshore outsourced, offshore in-house (captive) and domestic agent positions in India and the Philippines through 2009 Use this report to... Understand why the number of offshore outsourced agent positions (APs) threaten to surpass offshore in-house (captive) seats in the next few years Breakdown of markets being served, processes being outsourced and vertical splits compared across both countries Analysis of the business drivers that will affect demand for outsourcing in each market, along with discussion of any obstacles for future success Actionable strategic recommendations for service providers to help grow revenues in these expanding markets and ride a new wave of outsourcing

2 The Future of Contact Center Outsourcing in India and the Philippines DMTC1035 Introduction Mainstream adoption of offshore call center outsourcing beckons. India continues to dominate the landscape, but the Philippines threatens to poach some activity as its own market grows in strength. Almost quarter of a million new agent positions will be added in India and Philippines through This report explains why and provides strategic recommendations on how to succeed in these two markets. This report provides a wealth of new data on these two markets, as well as analysis of the latest business issues that could hinder future growth. The recommendations in the report are aimed at helping firms make the most of their offshore operations in India and the Philippines. Key findings and highlights Datamonitor forecasts that mainstream adoption of offshoring from the USA and UK lies just around the corner, which means the call center markets of India and the Philippines are set to see further expansion through Datamonitor believes the balance between offshore in-house (captive) operations and offshore outsourced operations will tend to move in favor of the outsourcers over the next few years as firms that have locked in the value for their shareholders by moving offshore seek to further leverage the labor arbitrage argument. As business process outsourcing becomes evermore prolific, so the complexity of the work being undertaken by third parties evolves. Outsourcing providers are competing to run entire customer processes for their clients, rather than merely the voice-based call center part. There is a move towards transformational outsourcing amongst leading firms. Reasons to buy Understand why the number of offshore outsourced agent positions (APs) threaten to surpass offshore in-house (captive) seats in the next few years Learn how offshore call center markets in third world countries tend to mature and understand how to prepare your business for success Obtain Datamonitor's latest and most comprehensive market studies on the world's two most important offshore markets Contact us... From Europe: tel: fax: tcmarketing@datamonitor.com From Germany: tel: fax: deinfo@datamonitor.com From the US: tel: fax: ustcmarketing@datamonitor.com From Asia Pacific: tel: fax: apinfo@datamonitor.com

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4 The Future of Contact Center Outsourcing in India and the Philippines DMTC1035 Table of contents EXECUTIVE SUMMARY INTRODUCTION Mainstream adoption of offshore beckons INDIAN MARKET UPDATE Background Drivers for offshoring to India - Labor arbitrage - Established call center market - Quality assurance and security - The labor pool Obstacles to offshoring to India - Staff attrition - Public backlash in target markets - Distance from target markets - Middle management capabilities still an issue Indian call center market forecasts - Definitions - Comprehensive market view - Offshore outsourcing in depth - Offshore outsourced agent positions market sizing - Offshore outsourced call center market sizing - Demand for outsourcing in India - Offshore AP splits by process type - Competitive landscape the OSPs' view - Outlook PHILIPPINES MARKET UPDATE Background Drivers for offshoring to the Philippines - Diversifying offshore portfolios - Large number of OSPs and MNCs already there - US military legacy and cultural affinity - Superior literacy rate - In-region language capabilities - Governmental support for the industry Obstacles to offshoring to the Philippines - Limited real-estate and suitable locations - Political tension and environmental risks - Higher labor costs than in India - Long way away again - Competitor to India? The Philippines call center market forecasts - Comprehensive market view - Offshore outsourcing in depth - Offshore outsourced agent positions market sizing - Offshore outsourced call center market sizing - Demand for outsourcing in the Philippines - Offshore AP splits by process type - Competitive landscape the OSPs' view - Outlook OFFSHORE IS MATURING Introduction The offshore call center maturity model Market consolidation in India Moving beyond Tier 1 locations - Introduction - Definitions - Location Lists - India - The Philippines Increasing seat utilization Moving up the value chain Vertical market developments Quality control Multisourcing and global delivery frameworks - Moving to new markets - Global delivery - Diversifying risk profiles - Final thought ACTION POINTS Address agent attrition and the customer experience Increase utilization of offshore resources Establish a global delivery framework Move towards transformational outsourcing...increasing seat utilization in offshore call center and BPO operations will provide service providers with a new source of competitive advantage... Ryan Powell, Datamonitor Technology Analyst

5 APPENDIX TABLES Table 1: Price per hour of Indian outsourced agents, 2004 Table 2: Distance from US and UK to Mumbai (Bombay), India Table 3: Agent positions in India, Table 4: Offshore outsourced APs and growth rates India, Table 5: Offshore outsourced call centers and growth rates India, Table 6: Population literacy rates in the Philippines and India Table 7: Distance from US and UK to Manila, the Philippines Table 8: Agent positions in the Philippines, Table 9: Offshore outsourced APs and growth rates the Philippines, Table 10: Offshore outsourced call centers and growth rates the Philippines, Table 11: Offshore call center maturity model in third world markets Table 12: Tier 1 call center and BPO locations in India Table 13: Tier 2 call center and BPO locations in India Table 14: Tier 1 call center and BPO locations in the Philippines Table 15: Tier 2 call center and BPO locations in the Philippines Figure 6: Split of India's offshore outsourced APs by activity, 2004 Figure 7: Respondents' most frequent competitors, India 2004 Figure 8: Map of the Philippines Figure 9: Cities in the Metro Manila area Figure 10: Comparison of offshore outsourcing process work in India and the Philippines Figure 11: Agent positions in the Philippines, Figure 12: Offshore outsourced APs and growth rates the Philippines, Figure 13: Demand for offshore outsourcing in the Philippines, 2004 Figure 14: Split of the Philippines' offshore outsourced APs by activity, 2004 Figure 15: Respondents' most frequent competitors, the Philippines, 2004 Figure 16: Most cited obstacles to offshore outsourcing Figure 17: Indian and Filipino outsourced APs by vertical, 2004 FIGURES Figure 1: Comparison of offshore outsourcing process work in India and the Philippines Figure 2: Map of India Figure 3: Agent positions in India, Figure 4: Offshore outsourced APs and growth rates India, Figure 5: Demand for offshore outsourcing in India, The Philippines offers US firms a compelling offshore alternative to India. However, both countries will experience substantial call center market growth now that US presidential elections are out of the way allowing businesses to ramp up their offshore operations... Ryan Powell, Datamonitor Technology Analyst

6 The Future of Contact Center Outsourcing in India and the Philippines DMTC1035 Datamonitor: Your total information solution Datamonitor is a premium business information company helping 5,000 of the world's leading companies across the Automotive, Consumer Markets, Energy, Financial Services, Healthcare and Technology sectors. Our products and services are specifically designed to support our clients key business processes - from corporate strategy to competitive intelligence. We provide an independent and trustworthy source of data, analysis and forecasts to improve these processes and ultimately, to help grow your business. Corporate Strategy & Business Planning Product Development & Commercialization Targeting & Influencing the Market Market & Competitive Intelligence Quality Data Expert Analysis Future Forecasts Make more effective strategic and business decisions Accelerate delivery of commercial success Assess and influence your commercial and market environment Maintain or obtain critical competitive advantage HELPING TO GROW YOUR BUSINESS No-one speaks louder than our clients ACI Atos Origin Avaya Communications Blue Pumpkin BSKYB BT Bull Chello Cisco CMG Computer Associates Convergys CSC Financial Services Deutsche Telekom Diamond Cluster EDS Ericsson Eyretel France Telecom Gemplus Genesys Hewlett Packard IBM Infogrames Intel Intervoice KPN Mobile Manugistics Microsoft Mitel Telecom NCR Nice Systems Oberthur Philips S1 Corporation Samsung SAP Sega Setec Siemens AG Sonera Sony Staffware Sun Microsystems Sungard Telefonica Moviles Teleperformance Thales Thus Unisys Vivendi 89% of our clients use Datamonitor research to develop competitive intelligence Source: Datamonitor Customer Research

7 Datamonitor's Contact Centers Outsourcing and Services Strategic Planning Program (SPP) is a tailored, continuous advisory service combining a number of information sources. Interested in this topic? The emergence of service bureaus in developing markets, which provide high quality labor at low costs, is changing the customer relationship outsourcing market significantly. This SPP provides analysis of global call center and eservices outsourcing in both developed and developing markets. The service identifies business planning and development opportunities by tracking the number of outsourced call centers and agent positions by vertical market globally and regionally. Other reports available in this series The Global Pricing Guide to Offshore Outsourcing Average wages and prices for an outsourced call center agent performing the major call center functions in ten offshore and nearshore outsourcing locations. All data accompanied by qualitative discussions of the risks and rewards of each market. Published: Sep-04 Product code: DMTC1036 Profiting from European Nearshore Outsourcing This report describes the Central and Eastern European and North African contact center nearshore outsourcing industry. It gives a broad market size and two regional SWOT analyses. Strategic recommendations pertaining to each national market follow. Published: Aug-04 Product code: DMTC1029 The Vertical Guide to Contact Centers in North America Growth projections and analysis of the key drivers in the American and Canadian contact center markets. Published: Aug-04 Product code: DMTC1028 Call Center Outsourcing in Latin America and the Caribbean to 2008 This report covers developments in the Latin American call center market, tracking the market by country and vertical with an additional focus on domestic and offshore outsourcing. Published: May-04 Product code: DMTC0975 For more information on reports and briefs go to: Subscribe to Monitor A monthly update of Datamonitor's new products, delivered to you by . monitor@datamonitor.com

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