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Moving Up and Across the Value Chain: A Key Strategy for Customer Care BPO Survival

  • September 2013
  • 12 pages
  • Frost & Sullivan
Report ID: 1619078

Summary

Table of Contents

This Market Insight examines current trends and highlights a number of robust, differentiated BPO service solutions. In today’s environment, customer care providers continue to focus on areas where they can add business value while achieving significant cost savings. After all, cutting cost means freeing up cash for clients; cementing the business relationship while giving them the freedom to invest in other parts of the enterprise.

Introduction

Frost & Sullivan continues to research and report on trends in the customer care Business Process

Outsourcing (BPO) space. This is the first in a series of Market Insights for 2013. Our studies have concluded that customer care providers are determined to move up and across the business value chain. How? They are doing it by offering value—add services to their clients in order to stand out in a crowded, mature market. This Market Insight examines current trends and highlights a number of robust, differentiated BPO service solutions. In today's environment, customer care providers continue to focus on areas where they can add business value while achieving significant cost savings. After all, cutting cost means freeing up cash for clients; cementing the business relationship while giving them the freedom to invest in other parts of the enterprise.

The market for the outsourcing of customer care in North America is very fragmented and fiercely competitive. There are fewer than a dozen global Tier I outsourcing firms that continue to dominate the industry. In preparing this report, Frost & Sullivan conducted interviews with executives from the following companies:
• Aegis Global Services—Chandrasekar Venkataraman, Chief Operating Officer
• IBM Global Process Services—Bill Payne, Vice President CRM and Industries
• SYKES—Michael Clarkin, Vice President Marketing
• Sutherland Global Services—Joe Buggy, Vice President of North America Sales
• Teleperformance—Mark Pfieffer, Executive VP -Global Management Team

Please note that the insights and opinions expressed in this assessment are those of Frost & Sullivan and have been developed through our research and analysis. These expressed insights and opinions do not necessarily reflect the views of the company executives cited here.

Beyond Contact Center Seats

Outsourcing providers offer a multitude of benefits to their client base, including minimizing capital outlays, business flexibility, access to qualified labor, reduced costs, advanced management techniques, and the opportunity to gain access to state of the art technology. Service provider solutions help clients acquire retain and increase the lifetime value of their customer relationships.

In the last 2 years, global customer care providers have been forced to differentiate themselves. Long gone is the goal of winning greater wallet share through labor arbitrage and sheer operational excellence alone. It is no longer acceptable to be viewed as a top choice for cheap seats. Simply put, outsourcers have realized that they must put solutions in-place that affect their clients' core business; from strategy, operations and processes to the financial bottom line. Turning the clock forward, Frost & Sullivan is witnessing tremendous investment in internal BPO research and development (R&D). The result is the birth of new internally developed platforms – unique, robust, sophisticated and client—focused.

Domain Expertise

Market participants briefed for this insight tell Frost & Sullivan that their companies have moved forward with plans to better align their sales forces and professional services teams, with client demand for vertical expertise. This is especially true in the dominant financial services and communications verticals, but can been applied to other sectors like consumer goods, travel, energy and healthcare.

Based on Frost & Sullivan's recent end-user research, survey respondents rated the top factors in choosing a provider, in order of importance.

Companies are scrambling to figure out how to better manage customer interactions, protect their brands and drive new revenue by marrying social CRM applications and platforms with agents in contact centers. Clients and prospects are looking to outsourcing service providers for social media strategies, technologies and tactics. Contact centers are being viewed as a hub from which a company's’brand advocates' can manage the customer experience. Agents can also take advantage of the ability to see, measure, and act upon social customer behavior via blogs, customer forums, YouTube, Facebook, Twitter, and Google among others.

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