Overview 1
CATALYST 1
SUMMARY 1
OVUM VIEW 2
analysis 3
In 2010, revenue growth and customer satisfaction will be key enterprise goals 3
Tight CRM budgets and agent-related challenges will make 2010 business goals hard to achieve 4
Pain points in retail, financial services, and utilities and energy signify CRM outsourcing opportunities 7
Financial services 7
Retail 7
Utilities and energy 7
Outsourcers are likely to make more acquisitions of in-house facilities in 2010 8
Ongoing pressure for domestic contact centre delivery through 2010 8
Cost pressures in domestic North American delivery could emerge 10
Ongoing consolidation in contact centre services looks likely in 2010 12
ACTIONS 13
RECOMMENDATIONS FOR CLIENTS OF CRM OUTSOURCERS 13
Engage a CRM outsourcer that understands enterprise business priorities 13
Remain vigilant of ongoing CRM outsourcing delivery trends 13
Find an outsourcing partner that has multi-shore delivery 13
RECOMMENDATIONS FOR CRM OUTSOURCERS 14
Emphasise revenue generation and customer satisfaction capabilities 14
Compete sensibly yet aggressively on price 14
Aim to innovate onshore delivery 14
Where appropriate, consolidate competitive positioning with acquisitions 15
APPENDIX 16
METHODOLOGY 16
FURTHER READING 16
LEAD AUTHOR 16
OVUM CONSULTING 16
DISCLAIMER 17
List of Figures
Figure 1: What are your major headaches with regard to your in-house call centre? (Rate 1-4, with 1 not being a headache, 4 being 'a big headache') 3
Figure 2: In-house CRM budget evolution, 2007-2010 5
Figure 3: How important are the following goals to your company in 2010? 6
Figure 4: In what timescale do you plan to offshore your call centre functions? 9
Figure 5: North American real GDP growth, 2009-2010 11