Abstract
Overview
Introduction
A discussion of India's evolution as an offshore contact center location and an analysis of its potential going forward.
Scope
- India's evolution as a contact center outsourcing location of choice;
- Key competitive issues facing outsourcers located in India;
- The direction of the Indian contact center industry from the standpoint of demand and vertical markets.
Report Highlights
India's contact center outsourcing sector continues to grow, but is slowing notably through 2010;
Indian contact center investors are looking at the numerous on-the-ground challenges including attrition, and weighing them against other locations;
India's agent-related costs continue to grow, which could act as a dis-incentive for future expansion by western companies looking for offshore customer care.
Reasons to Purchase
- Understand why India's outsourcing market continues to grow;
- Identify new market opportunities in terms of vertical markets;
- Understand the growth opportunities in the Indian domestic market.
- DATAMONITOR VIEW
- CATALYST
- SUMMARY
- METHODOLOGY
- ANALYSIS
- How investors can profit from India's growing market size
- India's offshore outsourcing market is still a viable offshore location for English speaking services
- India's domestic market presents real revenue opportunities in this expanding market
- Why Indiastill offers investors avery low-cost business environment in the medium term
- India has a lower cost-per-agent than western locations.
- India also compares favorably on price with many offshore locations
- India has a sizeable pool of labor from which outsourcing investors can draw
- Investors can profit from low property and facilities costs in India
- India's ongoing stability isa major advantage for investors
- India's continued economic reform means investor confidence
- Ongoing political stability means limited risk for investors
- Beware of potential erosion of India's value proposition over long term
- India is susceptible to rising contact center agent costs
- Incentives are slowly disappearing in India
- Global offshore competition is likely to hurt India's value proposition
- Inter-industry competition for labor means increased wage escalation
- Infrastructure concerns abound in many of India's commercial centers
- APPENDIX
- Further reading
- Ask the analyst
- List of Tables
- Table 1: Indian outsourced APs, 2005 - 2010
- Table 2: Key Indian economic indicators, 2003 - 2005
- List of Figures
- Figure 1: Indian outsourced APs, 2005 - 2010
- Figure 2: Indian outsourced offshore APs, 2005 - 2010
- Figure 3: Indian offshore outsourced demand, 2005 - 2010
- Figure 4: Indian domestic outsourced APs, 2005 - 2010
- Figure 5: Global agent pricing survey, 2005
- Figure 6: Labor force and unemployment levels - selected offshore locations, 2005
- Figure 7: Gross office rents - selected cities, 20050
