Demand Analysis of the BPO and Contact Centre Market within the South African Financial and Retail Sectors
by ReportLinker.com on Jul 10, 2012
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The aim of this research service is to strategically analyse the South African business process outsourcing and contact centre market. It provides the current and future size of the market. The ...
The aim of this research service is to strategically analyse the South African business process outsourcing and contact centre market. It provides the current and future size of the market. The forecasts are done over three scenarios, each with differing levels of success in the outcome: high road, middle road, and low road. The assumptions associated with each scenario are also presented. More pertinently, the study analyses the demand dynamics of the market, which encompasses identifying the key end users in the financial and retail sectors and how to understand user requirements and trends. It also provides strategic recommendations for current and future market participants. Executive Summary'The South African Business Process Outsourcing (BPO) and contact centre market was valued at $x,xxx.x million in 2010, and it is expected to reach $x,xxx.x million by 2016. This represents compound annual growth rate (CAGR) of xx.x per cent from 2010 to 2016.'In the past one to two years, growth in the market had slowed down due to the effects of the recession, and companies were re-strategizing, deferring spending, and adopting cost-optimisation strategies.'However, enterprises are now opting for outsourced services, particularly with regard to their non-core processes, as they seek to improve business efficiencies and cut costs.'End users are seeking vendors that offer a one-stop shop solution in order to lower the costs associated with maintaining multiple service level agreements. Consequently, a great deal of consolidation has taken place in the market.'Some service provider companies are developing integrated suites through acquisitions, which has led to a shift in focus to the SME segment.
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