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Presentación del disertante de la III Convención Apecco Peter Ryan
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© Copyright Ovum 2010. All rights reserved. Ovum is part of the Datamonitor Group.1
Contact Centers and Beyond
October, 2012
III CONVENCION APECCO 2012
Peter Ryan, Practice Leader – Ovum’s Services Team
© Copyright Ovum 2009. All rights reserved. Ovum is part of the Datamonitor Group.2
Structure of Presentations
Introduction
Outsourced contact center trends
Why move to new service delivery strategies?
Wrap-up
© Copyright Ovum 2009. All rights reserved. Ovum is part of the Datamonitor Group.3
Introduction
Contact centers have been invaluable for developing outsourcer market presence
Technology / service based delivery
Social mobility for workforce
Outsourcing can be so much more
Back-office BPO
Now is the time to seize the initiative
Increased exposure to the world
Perception of higher value
Better margins
Evolving labor skills
© Copyright Ovum 2009. All rights reserved. Ovum is part of the Datamonitor Group.4
Why Outsourced Contact Centers?
Employment
AwarenessStability
Social development
© Copyright Ovum 2009. All rights reserved. Ovum is part of the Datamonitor Group.5
Outsourced Contact Center Requirements for Vendors
Agent pool University graduates
Commercial property Infrastructure
Incentives
© Copyright Ovum 2009. All rights reserved. Ovum is part of the Datamonitor Group.6
Regional outsourced contact center growth 2011 - 16
Wo
rks
tati
on
s
Source: Ovum
© Copyright Ovum 2009. All rights reserved. Ovum is part of the Datamonitor Group.7
Challenges Facing Outsourced Contact Centers - 1
Political Pressure
© Copyright Ovum 2009. All rights reserved. Ovum is part of the Datamonitor Group.8
Challenges Facing Outsourced Contact Centers - 2
Market crowding
© Copyright Ovum 2009. All rights reserved. Ovum is part of the Datamonitor Group.9
Challenges Facing Outsourced Contact Centers - 3
Tightening profits
© Copyright Ovum 2009. All rights reserved. Ovum is part of the Datamonitor Group.10
Challenges Facing Outsourced Contact Centers - 4
Attrition
© Copyright Ovum 2009. All rights reserved. Ovum is part of the Datamonitor Group.11
Challenges Facing Outsourced Contact Centers - 5
Linguistic / Cultural Sensitivities
© Copyright Ovum 2009. All rights reserved. Ovum is part of the Datamonitor Group.12
Moving to the next level of outsourcing…..
Broader BPO
Contact Centers
© Copyright Ovum 2009. All rights reserved. Ovum is part of the Datamonitor Group.13
Why vendors are moving to non-contact center BPO?
Diversification of the outsourcing value proposition
Better margins
Labor pool size
Less exposure to onshore controversy
© Copyright Ovum 2009. All rights reserved. Ovum is part of the Datamonitor Group.14
Global / LATAM BPO market size and growth to 2016B
illi
on
s (
US
D)
Source: Ovum
© Copyright Ovum 2009. All rights reserved. Ovum is part of the Datamonitor Group.15
What is needed to deliver back-office BPO?
Talent pool University graduates
Commercial property Infrastructure
Incentives
© Copyright Ovum 2009. All rights reserved. Ovum is part of the Datamonitor Group.16
But, is it that simple???
© Copyright Ovum 2009. All rights reserved. Ovum is part of the Datamonitor Group.17
Challenges in offering back-office BPO services
Higher education requirements
Increased investment in training
Fighting a call center-only perception
Process familiarization
Standards compliance
© Copyright Ovum 2009. All rights reserved. Ovum is part of the Datamonitor Group.18
Locations That Have Made the BPO Transition
© Copyright Ovum 2009. All rights reserved. Ovum is part of the Datamonitor Group.19
Wrap-up
Contact centers are an attractive way to kick off an outsourcing value proposition
Exposure to enterprises
Straightforward offering
Development of broader skills and marketplace
Back-office BPO an attractive option
Strong levels of growth anticipated by Ovum
But clearly sensitive to challenges
Those firms that can manage to diversify into non-voice outsourcing will secure long-term benefits
© Copyright Ovum 2009. All rights reserved. Ovum is part of the Datamonitor Group.20
Questions?
Peter Ryan
Practice Leader – Ovum’s Services Team
