The proliferation of new contact-center delivery locations globally has done little to allay fears of widespread price and attrition increases for outsourcing vendors.
In its new report, independent market analyst Datamonitor illustrates some of the key challenges facing outsourcers in key onshore/offshore delivery markets and highlights strategies that may be deployed to counter these problems.
In addition, “Trends in Global Contact Center Outsourcing Pricing and Attrition” presents a survey of contact-center outsourcing prices in a number of locations.
Among the key domestic markets from where contact-center outsourcing services are delivered, Datamonitor estimates that the U.K., the Netherlands and France rank among the most expensive in terms of fully loaded price per agent, per hour (including wages, benefits, telephony/technology, property, markup and other expenses).
