Call Center Service Procurement Intelligence Report, 2023 - 2030 (Revenue Forecast, Supplier Ranking & Matrix, Emerging Technologies, Pricing Models, Cost Structure, Engagement & Operating Model, Competitive Landscape)

Every organization and its procurement team look forward to negotiating the best deal while procuring a set of products or subscribing to services. Rate benchmarking involves price/cost comparison of more than one set of products/services to analyze the most efficient combination that can potentially help the procurement team in getting the optimum rate.

In comparison to the Philippines, India has more expensive labor. Indian call center employees are still paid less than their counterparts in many other nations, though. Also more expensive than in the Philippines are the facilities in India. Because rent and utilities are more expensive in India, this is the case. Also more expensive than in the Philippines are technological costs in India. India's IT infrastructure is more advanced than that of the Philippines, which is the cause of this. The labor costs in the United States are significantly higher than in China. This is due to the higher cost of living in the United States and the higher wages that are paid to call center agents in the United States. The facilities costs in the United States are also higher than in China. This is due to the higher cost of rent and utilities in the United States. The technology costs in the United States are also higher than in China. This is due to the fact that the United States has a more developed IT infrastructure and that there are a number of local vendors that can provide call center solutions at a higher cost.

To gain a comprehensive understanding of other aspects of rate benchmarking, please subscribe to our services and get access to the complete report.

Upkeep and maintenance cost is one of the major factors in the overall costs associated with providing a service is cost. Therefore, if a company is offering its services at reasonable pricing, it must decide if the focus category should be kept in-house or outsourced. Before choosing a supplier and creating a bargaining strategy, the firm that decides to outsource must comprehend the variations in the compensation structures of suppliers.

According to our research, supervisor at Genpact  receive a 5% - 10% higher base salary compared to the salary received by supervisors working in companies such as Concentrix and Alorica. However, the year-on-year increment rate in all these companies majorly depends on the Key Result Areas (KRAs).

Organizations may find it cumbersome to continuously track all the latest developments in their supplier landscape. Outsourcing the activities related to gathering intelligence allows organizations to focus on their core offerings. At this juncture, our newsletter service can help organizations stay updated with the latest developments and innovations and subsequently assist in preventing disruptions in the supply chain. We have identified the following developments within the call center category over the last two years:

• In June 2022, 8x8, Inc., an integrated cloud communications platform, announced the 8x8 Elevate Microsoft Partner (MP) Program and the exclusive 8x8 XT edition, allowing businesses to use Microsoft Teams in order to lower communication costs while enhancing employee efficiency through a highly resilient global telephony solution. 8x8 Voice for Teams by Microsoft is a key component of 8x8 XCaaS (Experience Communications as a Service), a single-vendor solution that provides fully integrated cloud-native contact center with voice, team chat, video meetings, and Cloud Platform as an accessible APIs capability.

• In May 2022, Sprinklr, a unified customer experience administration (Unified-CXM) platform, has announced a partnership with Twilio, the customer engagement solution that delivers real-time, tailored interactions. Clients of Sprinklr could create the next generation call centers by integrating Twilio voice and SMS technology with Sprinklr Modern Care - a full, cloud-based platform for true omnichannel customer care.

• In March 2022, Concentrix, a provider of customer experience (CX) solutions, acquired Webhelp, a global provider of customer service and contact center solutions, for $5.5 billion. This acquisition will allow Concentrix to expand its global footprint and offer a wider range of CX solutions to its customers.

• In January 2022, With the acquisition of Diversify, an Australian value-added BPM service provider, HGS has expanded its geographical presence to the Australia and New Zealand region. This acquisition adds 1,100+ domain experts to its existing pool of experts while augmenting four delivery centers in the Philippines, bolstering HGS’ portfolio of back-office and non-voice business.