trends in crm outsourcing - social media

7/28/2019 Trends in CRM Outsourcing - Social Media

http://slidepdf.com/reader/full/trends-in-crm-outsourcing-social-media 1/24



12y 13 de Junio de 2013 – Buenos Aires - Argentina

Contents

• Introduction

• Overview of contact center trends

• Geographic

• Vertical

• The importance of social media CRM to enterprises and outsourcers

• Emerging trends

• Challenges in measuring ROI

• Conclusion




Setting the scene

• Contact center outsourcing will continue to changeand evolve over the coming years

• Social media as CRM channel continues to grow

• Measuring social media CRM ROI is difficult;

• Outsourcers can deliver value by developinganalytics platforms and social media metrics.




Overview of Outsourced Contact Center Trends




Regional split –2017




North America CRM Outsourcing Forecast 2013-2017

Source: Ovum


http://slidepdf.com/reader/full/trends-in-crm-outsourcing-social-media 7/2412y 13 de Junio de 2013 – Buenos Aires - Argentina

Latin America CRM Outsourcing Forecast 2013-2017

Source: Ovum



EMEA CRM Outsourcing Forecast 2013-2017

Source: Ovum



Asia Pacific CRM Outsourcing Forecast 2013-2017

Source: Ovum



Vertical Trends – FTEs Volume Growth

Source: Ovum



The Importance of Social Media CRM to Enterprisesand Outsourcers



What channels do enterprises currently deploy?

Source: Ovum

What contact center channel capabilities do you currently deploy? (please tick all that apply)



Evolution of social network channels deployed

Source: Ovum

Which social networks do you currently support? (please tick all that apply)



Emerging vertical trends – MAKE IT PRETTIER –less textthe better

Industries with younger customer demographics are more willing toleverage social CRM.

Early adopters of social media include:

Retail

Hospitality

Transportation

Technology

…and they are using it pervasively



Emerging vertical trends (continued)

BFSI and healthcare tend to approach social CRM more reluctantly

…but this is slowly changing.

Organizations with compliance concerns:

Often treat social networks as listening tools

….rather than engagement channels

Tend to look for metrics such as ROI to justify investment



Latin America social media linguistic trends

Social media is becoming the preferred method of communicationfor day-to-day interaction.

It is emerging as a potential labor pool for social media CSRs

Language skillsets becomes particularly important for outsourcers.

Navigating mixed languages used in social networking isincreasingly important

Example: “Spanglish” = Spanish + English



Source: Ovum

What functions do enterprises outsource now within theentire service process?

Which of the following functions do you currently outsource within the entire service process?



How likely are enterprises to outsource their social mediainteractions?

Source: Ovum

For the functions that you do not outsource now, how likely are you to outsource them in the next 12

months for the entire service process? (Please rate 1– 4, with 4 being highly likely to outsource)



Geographic Stability and Contact Centers



Challenges in measuring social CRM ROI



Conclusions




Analytics are key to outsourcers’ end-game

Analytics help enterprises to understand and interpretcustomer activity.

Predictive analytics will become more important andmainstream

Larger players have the advantage of more broadlydeveloped analytics tools and significant expertise acrossmultiple industries.

To develop analytics and metrics, niche firms shouldconsider adding external expertise through acquisitions orpartnerships.



Questions?

Ask the analyst

Margaret Goldberg, Associate Analyst

Email: [email protected]

trends in crm outsourcing - social media

Documents