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Global Contact Center Outsourcing Sourcing & Procurement Report, Forecast to 2022 - Key Suppliers are Teleperformance, Convergys, SYNNEX, Sykes, Atento, and TTEC

Dublin, July 23, 2019 (GLOBE NEWSWIRE) -- The "Contact Center Outsourcing Sourcing and Procurement Market Intelligence Report" report has been added to ResearchAndMarkets.com's offering.

The report provides up-to-date information about market shifts and potential risks, as well as in-depth knowledge of products and services, which can help in planning and in executing category management activities. It focuses on the cost-saving aspects of procurement and on providing insights that can lead to optimization of category spend.

The following companies are recognised as the key suppliers: Teleperformance, Convergys, SYNNEX, Sykes, Atento, TTEC.

One of the procurement best practices for buyers is to engage with service providers that are capable of implementing a balanced service delivery model.

According to the report, one of the key growth contributors for the global contact center outsourcing market is the increasing demand from the communications, financial services, and technology industries.

Further, the report states that one of the key category management strategies for the buyers in the global contact center outsourcing market is to focus on quality assurance track-record of service providers as a key engagement parameter.

The study was conducted using an objective combination of primary and secondary information including inputs from key participants in the industry. The report contains actionable insights to improve source-to-contract cycle performance in addition to a PESTLE analysis.

Category driver

Communications, financial services, and technology industries will drive category demand growth

Category management strategy

Engage with service providers that have a high level of adoption of innovative technologies

Procurement best practices

Engage with service providers that can offer bundled services

Key Topics Covered

PART 01: Executive Summary

PART 02: Market Insights

Global category spend



Category spend growth



Spend segmentation by region



Regional spend dynamics



Regional influence on global spend



Regional spend opportunity for suppliers

PART 03: Category Pricing Insights

Pricing outlook



Supplier cost structure



Outlook for input costs



Total cost of ownership analysis



Overview of pricing models



Comparison of pricing models



Supply chain margins



Cost drivers impacting pricing



Volume drivers impacting pricing

PART 04: Cost-Saving Opportunities

Supplier-side levers



Buyer-side levers



Quantifying cost-saving opportunities



Quantifying cost savings by negotiation strategies

PART 05: Best Practices

Innovation and success stories



Procurement excellence best practices



Procurement best practices



Sustainability practices

PART 06: Category Ecosystem

Market favorability index for suppliers



Competitiveness index for suppliers



Buyer power



Supplier power



Threat of new entrants



Threat of substitutes



Buyer ecosystem



Supplier ecosystem

PART 07: Category Management Strategy

Category management objectives



Supplier and buyer KPIs



Outsourcing category management activities



Risk management

PART 08: Category Management Enablers

Procurement organization



Category enablers

PART 09: Suppliers Selection

RFx Essentials



Supplier selection criteria



Service Level Agreement



Incumbent supplier evaluation metrics

PART 10: Suppliers Under Coverage

Overview



Supplier positioning



Profile: Teleperformance



Profile: Convergys



Profile: SYNNEX



Profile: Sykes



Profile: Atento



Profile: TTEC

PART 11: US Market Insights

Category spend in the US



Price outlook



Supplier cost structure in the US



Margins of suppliers in the US



Category cost drivers



Category volume drivers



Overview of best practices in the US



Procurement best practices in the US



US supply market overview



Supplier positioning for the US



Regional category risks

PART 12: Category Definition

Category hierarchy



Category scope



Category map

List of Exhibits

Global category spend (2017-2022)



Category spend growth (2017-2022)



Regional spend dynamics



Regional spend dynamics



Comparison of category maturity across regions



Regional spend opportunity for suppliers (2017-2022)



Category pricing dynamics



Supplier cost breakup



Input cost dynamics



Total cost of ownership model



Benefit comparison of pricing models



Pricing models - comparison matrix



Supplier margin analysis



Margin analysis across supply chain



Cost drivers



Volume drivers



Cost-saving opportunities: Supply-side levers



Cost-saving opportunities: Demand-side levers



Cost-saving opportunity matrix



Negotiation grid



Innovation and success stories



Procurement excellence summary: Impact on the category



Supplier relationship management metrics



Strategic sourcing and category management metrics



Technology-facilitated procurement metrics



Procurement best practices dashboard



Sustainability practices: Impact on the category



Sustainability best practices



Market environment score



Market competitiveness score



Buyer power score



Supplier power score



Ease of market entry score



Ease of substitution score



Buyer ecosystem: Outlook



Supplier ecosystem: Outlook



Ecosystem disruption threats



Key category management objectives



Supplier KPI dashboard: Importance for the category



Buyer KPI dashboard: Importance for the category



Category management enablers



Risk management matrix



Category enablers: Procurement model



Category enablers: Technology



RFx questions



Phase I RFI considerations



SLA terms



Supplier performance benchmarking criteria



Supplier operational capability matrix



Supplier positioning matrix



Teleperformance - Key information dashboard



Convergys - Key information dashboard



SYNNEX - Key information dashboard



Sykes - Key information dashboard



Atento - Key information dashboard



TTEC - Key information dashboard



US category spend (2017-2022)



Category pricing dynamics



Supplier cost breakup



Supplier margin analysis



Margin analysis across supply chain



Cost drivers



Volume drivers



Procurement excellence summary: Impact on the category



Supplier relationship management



Strategic sourcing and category management



Technology-facilitated procurement



Procurement best practices dashboard



Supplier operational capability matrix



Supplier positioning matrix



Risk management matrix



Category definition



Category nuances



Importance of category relative to other categories

For more information about this report visit https://www.researchandmarkets.com/r/eaernw Research and Markets also offers Custom Research services providing focused, comprehensive and tailored research.
See also:
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