Second Round of Super Growth as Offshore Outsourcing Goes Mainstream

CRM Today
Several outsource providers are seeing their order books filling up once again with offshore projects destined for India and the Philippines, says independent market analyst, Datamonitor. In a report just published, " The Future of Contact Center Outsourcing in Indian and the Philippines ," Datamonitor expects more than 127,000 new offshore outsourced call center agent positions (APs) to be added in India and the Philippines over the coming five years. The U.S represents the vast majority of overseas demand, followed by the UK. Whilst India continues to dominate the global offshore call center outsourcing landscape, the Philippines threatens to poach some activity as its own market grows in strength. Firms that have chosen to lock in shareholder value by tapping into the offshore labor arbitrage model via establishing in-house offshore (captive)* centers, will look to deliver further returns, either by selling off their captive offshore operations or by outsourcing the processes to third parties - either large or local start up outsourcing service providers. more...