Customer Relationship Management Outsourcing in India to 2015

Date: February 1, 2011
Pages: 26
Price:
US$ 795.00
Publisher: Datamonitor
Report type: Data Base
Delivery: E-mail Delivery (PDF)
ID: CFC8FD1E6C8EN
Leaflet:

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Introduction

Provides data on domestic and offshore agent positions. Analyzes positions by vertical, including energy / utilities, financial services, healthcare, manufacturing, media & entertainment, public sector, retail, wholesale, telecoms, travel, transportation and logistics, and others. Also gives the split by function and by the offshore markets serviced. Concludes with a country comparison section.

Scope
  • Agent positions - Split by vertical, function, and location
  • Offshore delivery - Split by geographic market serviced
  • Country comparison - Comparison of CRM outsourcing agent positions with the leading countries

Highlights
  • The total number of CRM outsourcing agent positions in India is expected to grow at a compound annual growth rate (CAGR) of 6.3% over the period 2009-15. Domestic location service agent positions are expected to grow at a CAGR of 11.5% from 2009-15, followed by offshore location with a CAGR of 2.7% over the period 2009-15.
  • Financial services constitutes the largest agent position when compared across all verticals in India, with a 40% share in 2009. This is followed by manufacturing and telecommunications with 23.0% and 12.0% shares, respectively.

Reasons to Purchase
  • Provides a comprehensive and granular view of agent positions in the CRM outsourcing sector
  • Comprehend the quantitative trends in the CRM outsourcing sector in India
  • Analyze agent positions across diverse geographies
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Overview
Catalyst
Summary

TABLE OF CONTENTS

List of Figures
List of Tables
Introduction
Reasons to purchase
CRM Outsourcing in India
Overview
Agent positions by location
Agent positions by vertical
Agent positions by function
Offshore Delivery
Agent positions by geographic market serviced
Country Comparison
Offshore delivery agent position
Domestic delivery agent positions
Appendix
Definitions
Agent position
Contact center
Vertical markets
Functions
Methodology
Primary research
Secondary research
Existing Ovum research
Further reading
Contact details
Disclaimer

LIST OF TABLES

Table 1: CRM outsourcing in India, number of agent positions (000s), 2009-15
Table 2: CRM outsourcing in India, number of agent positions by offshore and domestic location (000s), 2009-15
Table 3: CRM outsourcing in India, number of agent positions by vertical (000s), 2009
Table 4: CRM outsourcing in India, number of agent positions by vertical (000s), 2009-15
Table 5: CRM outsourcing in India, number of agent positions by function (000s), 2009
Table 6: CRM outsourcing in India, number of agent positions by function (000s), 2009-15
Table 7: CRM outsourcing in India, number of offshore delivery agent positions by geographic market serviced (000s), 2009-15
Table 8: CRM outsourcing offshore delivery agent positions, India versus top countries (000s), 2009
Table 9: CRM outsourcing domestic delivery agent positions, India versus top countries (000s), 2009

LIST OF FIGURES

Figure 1: CRM outsourcing in India, number of agent positions (000s), 2009-15
Figure 2: CRM outsourcing in India, number of agent positions by offshore and domestic location (000s), 2009-15
Figure 3: CRM outsourcing in India, agent positions by vertical (%), 2009
Figure 4: CRM outsourcing in India, number of agent positions by vertical (000s), 2009-15
Figure 5: CRM outsourcing in India, agent positions by function (%), 2009
Figure 6: CRM outsourcing in India, number of agent positions by function (000s), 2009-15
Figure 7: CRM outsourcing in India, number of offshore delivery agent positions by geographic market serviced (000s), 2009-15
Figure 8: CRM outsourcing offshore delivery agent positions, India versus top countries (000s), 2009
Figure 9: CRM outsourcing domestic delivery agent positions, India versus top countries (000s), 2009

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