Contact Center Outsourcing (CCO) has largely been considered a horizontal and industry-agnostic Business Process Outsourcing (BPO) segment. However, developments in the past few years have challenged both CCO buyers and service providers to sit up and sharpen their game. A key development in this current environment involves a growing focus on industry-specific requirements and capabilities. This study looks at the trends shaping the growing interest in industry-specific CCO, and explores what market stakeholders need to know, in order to maximize the opportunities offered by this increasingly important shift in the market.
The report discusses:
Drivers for industry-specificity in CCO
Levels/extent of industry-specificity in CCO solutions
Variation of industry-specificity in different industries
Application of industry-specific CCO concepts in retail, healthcare, and travel & hospitality (illustrated with case studies)
Introduction
The capital markets industry continues to grapple with high regulatory pressures, intense competition, and an uncertain economy. Market participants are adopting disruptive business models to contain costs and improve profitability. As…