Profiting From Onshore Contact Center Outsourcing During the Recovery (Strategic Focus)

Introduction

The onshore contact center outsourcing sector has evolved considerably since the beginning of the recession. This report will analyze trends in major western markets, and will provide insight into the competitive challenges facing outsourcing vendors aiming to provide domestic delivery of services.

Scope

*An overview of what has made onshore outsourcing a more financially viable model over the past 12-18 months

*A discussion of pressures facing vendors to keep as much work domestically-delivered as possible

*Indicators of challenges that outsourcing vendors could face in the economic recovery, related to maintaining or expanding onshore delivery

*Strategic recommendations for vendors on how to maintain commercially-viable onshore outsourced solutions

Highlights

Contact center outsourcers have been well-positioned to undertake domestic delivery of their services, due to stable price points, as well as ongoing pressure to maintain jobs at home.

However, as the recovery becomes more apparent, outsourcers will be challenged to maintain stable price points, putting pressure on this business model

Only through innovative strategies that cut costs without sacrificing quality will succeed in keeping onshore outsourcing a commercially popular strategy

Reasons to Purchase

*Learn about the evolution of onshore contact center services during the past 18 months

*Understand the challenges associated with this business model during the economic recovery


Report Highlights
Contact center outsourcers have been well-positioned to undertake domestic delivery of their services, due to stable price points, as well as ongoing pressure to maintain jobs at home.

However, as the recovery becomes more apparent, outsourcers will be challenged to maintain stable price points, putting pressure on this business model

Only through innovative strategies that cut costs without sacrificing quality will succeed in keeping onshore outsourcing a commercially popular strategy
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DATAMONITOR VIEW 1
CATALYST 1
SUMMARY 1
ANALYSIS 2
Meal kits are a growing offshoot of ready meals that address convenience and connectivity trends 2
Meal kits attract consumers who are looking for ready meals with added qualities 2
Meal kits address the connectivity trend, enabling consumers to spend quality time with their families 4
Meal kits help consumers explore foreign foods with ease, but some ethnic cuisines perform better in this format than others 6
Old El Paso is one of the strongest brands promoting the meal kit concept, addressing the convenience and connectivity trends 7
Old El Paso is one of the oldest established meal kit brands 7
Old El Paso's growth remains strong as it appeals to families on a budget 8
The brand has been marketed extensively in order to encourage regular family dining and a weekly 'taco night' 8
General Mills is working with grocery stores to promote the brand at point of sale 9
Conclusions 10
APPENDIX 11
Case study series 11
Methodology 11
Secondary sources 11
Further reading 11
Ask the analyst 11
Datamonitor consulting 12
Disclaimer 12
List of Tables
Table 1: The leading countries in the ready meals market in North America and Europe ($m), 2003-13 3
Table 2: Old El Paso product line 8
List of Figures
Figure 1: The US is the leading market for meal kit launches 3
Figure 2: Meal kit launches have been sporadic over the past five years 4
Figure 3: Family life achieves a high satisfaction rate around the world 5
Figure 4: Consumers are attempting to cook from scratch more often and be less reliant on ready meals 5
Figure 5: Meal kits have an Asian food focus in their core markets 6
Figure 6: General Mills offers a range of meal kits and related items under the Old El Paso brand 7
Figure 7: General Mills has promoted the Old El Paso brand as being a fun-loving family orientated brand 9

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