Global Inbound Support Category - Procurement Market Intelligence Report

  • Published: Feb 2019
  • Pages: 107
  • SKU: IRCMSTR10834-1
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Key findings: Inbound support


This Inbound support procurement market intelligence report offers a predictive analysis of the critical cost drivers that are influencing the supplier cost structure in the current market. Additional information includes an analysis of the regional spend potential, negotiation strategies while purchasing Inbound support, and supplier selection criteria.


Buyers are adopting customer-centric business models in their attempts to improve the quality of service rendered to the customers. While doing so, the buyers have been observed to outsource a range of support service activities to boost their ROI. This is accelerating the category spend momentum to a significant extent. Implementation of technologies such as the virtual agents is known to functionally curtail the requirement for manual intervention in inbound support and offer cost-saving opportunities to the buyers. This will further fuel the category demand. However, in recent times, a peak in the attrition rate is posing as a significant procurement challenge for buyers to whom supply assurance for inbound support imperative from the perspective of their regular production cycle.

For more information on the year-over-year spend growth rate, and the list of the top category vendors download a free sample report.

Insights delivered


Enterprises looking to procure Inbound support can leverage this report to better plan their category spend and identify avenues to reduce excess spend. An overview of the pricing models, supply chain margins, supplier cost structure, and regional spend dynamics are also offered in this procurement market intelligence report.

Our portfolio of reports on the professional services category help buyers understand:

  • Global and regional spend potential for Inbound support for the period of 2018-2023
  • Top suppliers and their cost structure
  • US supply market scenario
  • Incumbent supplier evaluation metrics

Analyze the global category spend for Inbound support


The outsourced customer service segment of the global inbound support market is headed for exponential growth. This growth is accredited to an increasing rate of outsourcing pre-sales and post-sales services by companies to shift their focus from consumer relationship handling responsibilities to the core competencies. End-user industries such as hotel and healthcare are exhibiting a demand for helpdesk outsourcing to minimize costs while boosting the productivity and efficiency of helpdesk operations.  This is expected to accelerate the category spend growth rate in the coming years.

To know more about the exact spend growth rate of this market until 2023, download a free sample.

This Inbound support procurement research report offers coverage of:

  • Regional and global spend dynamics
  • Cost drivers impacting pricing
  • Market favorability index for suppliers


Optimize category spend for Inbound support


Adoption of the multi-channel communication platforms has been observed to have improved the quality of customer service while also creating cost-saving opportunities. Buyers are advised to partner with service providers who can deliver via the gamut of communication channels that are ruling the market. Such omni-channel service providers can offer customers with the option to select the most convenient and readily available channel, which ensures service continuity during instances of service snags in any particular channel. Also, this gives buyers the liberty to offer support services cost-effectively.

This procurement market intelligence report on Inbound support also offers coverage of:

  • Cost drivers impacting pricing
  • Total cost of ownership
  • Overview of pricing models and their cost structure


Assess category spend for the US region


The rapid popularity of telehealth services in the US is creating a substantial demand for helpdesk and tech support to cater to online patient consultation. This is improving the scopes of category growth to a significant extent. Consumer electronics, apparel, and FMCD industries in the US are strengthening their focus on boosting their brand image by improving the quality of resolution offered against customer queries and improving communication to build customer relationships. This is acting as a catalyst in accelerating the category spend momentum in the region.

Additional information offered in this Inbound support procurement market intelligence report will help buyers analyze:

  • Category cost drivers in the US
  • Margins of suppliers in the US
  • Price outlook and forecasts until 2023

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Build strategies for effective supplier selection


Adoption of advanced technologies is one of the significant supplier selection criteria that marks a successful inbound support procurement. A sound technological infrastructure empowers the service providers to handle customer queries efficiently, consequently helping buyers enhance call resolution rates. Efficient routing systems, automatic call distribution systems, and automatic lead steering systems are some of the technological capabilities which, a service provider is expected to exhibit.

This Inbound support procurement research report identifies the significant costs incurred by suppliers and provides additional information on:

  • Cost-benefit analysis of pricing models
  • Supplier relationship management practices
  • Technology-facilitated procurement metrics


Devise effective category management strategies for Inbound support


The nature of this service is subject to continuous improvement. This makes it essential for category managers to project and analyze the customer support interactions to identify the critical concerns of customers while using any specific product or service. This offers visibility on the area of improvement based on the queries.

Critical insights offered in this market intelligence report on Inbound support will help the buyers identify:

  • Supplier margins and selection criteria
  • Buyer ecosystem and factors influencing the procurement process
  • Strategic sourcing and category management strategies


Determine the spend dynamics for key geographies


The proliferation of global companies from industries such as apparel, telecommunication, and healthcare in APAC will create requirements for inbound support activities such as inbound sales, customer service, and helpdesk support in the region. The rapid rate of adoption of cloud-based contact centers by buyers in Europe will accelerate the category growth momentum in the years to come. In MEA, factors like economic development, favorable economic policies will pave the way for the growth of the retail segment which will consequently increase the demand for a range of inbound support services.

Key geographies analyzed in this Inbound support procurement research report include the following:

  • APAC
  • MEA
  • Europe
  • North America
  • South America

Information on the top Inbound support suppliers and significant risks faced while procuring Inbound support is offered in this market intelligence report. Download a free sample to access the reports complete scope of coverage.

Key Features of Report

Supply Market Insights
Procurement Best Practices
Cost Saving Opportunities
Pricing Models
Negotiation Strategies
Category Risk Analysis
Key Supplier Analysis
Supplier Capability Matrix


Inbound Support - Category Spend Analysis

According to SpendEdge analysts, one of the key growth contributors for the global inbound support market is an increasing focus of businesses on developing customer-centric models that help improve engagement and satisfaction levels. In addition, buyers focus on outsourcing support service activities to maximize cost benefits, decrease in control over operations, security and privacy concerns, and language and cultural barriers will further drive the growth of inbound support.


Inbound Support – Procurement Best Practices

Buyers must engage with suppliers capable of providing support services via various channels, given the proliferation of communication channels available. In addition, the use of Omni-channels for support services provides customers with the option to select the most convenient and available channel, given a particular support channel is down; thus, serving as a damage-control technique.


Inbound Support - Procurement Challenges

Based on the analysis in this report, a major procurement pain point experienced by the buyers is evaluating suppliers’ technology and software integration. To mitigate the challenge, SpendEdge’s procurement specialists predict that the buyers must procure adequate details on the software systems and technologies implemented by suppliers. They should also evaluate the relevance of integrated systems to business requirements.

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PART 01: Executive Summary

PART 02: Market Insights

  • Global category spend
  • Category spend growth
  • Spend segmentation by region
  • Regional spend dynamics
  • Regional influence on global spend
  • Regional spend opportunity for suppliers

PART 03: Category Pricing Insights

  • Pricing outlook
  • Supplier cost structure
  • Outlook for input costs
  • Total cost of ownership analysis
  • Overview of pricing models
  • Comparison of pricing models
  • Supply chain margins
  • Cost drivers impacting pricing
  • Volume drivers impacting pricing

PART 04: Cost-Saving Opportunities

  • Supplier-side levers
  • Buyer-side levers
  • Quantifying cost-saving opportunities
  • Quantifying cost savings by negotiation strategies

PART 05: Best Practices

  • Innovation and success stories
  • Procurement excellence best practices
  • Procurement best practices
  • Sustainability practices

PART 06: Category Ecosystem

  • Market favorability index for suppliers
  • Competitiveness index for suppliers
  • Buyer power
  • Supplier power
  • Threat of new entrants
  • Threat of substitutes
  • Buyer ecosystem
  • Supplier ecosystem

PART 07: Category Management Strategy

  • Category management objectives
  • Supplier and buyer KPIs
  • Outsourcing category management activities
  • Risk management

PART 08: Category Management Enablers

  • Procurement organization
  • Category enablers

PART 09: Suppliers Selection

  • RFx essentials
  • Supplier selection criteria
  • Service level agreement
  • Incumbent supplier evaluation metrics

PART 10: Suppliers Under Coverage

  • Overview
  • Supplier positioning
  • Profile: Teleperformance
  • Profile: SYNNEX
  • Profile: Alorica
  • Profile: Atento
  • Profile: TTEC
  • Profile: Transcom

PART 11: US Market Insights

  • Category spend in the US
  • Price outlook
  • Supplier cost structure in the US
  • Margins of suppliers in the US
  • Category cost drivers
  • Category volume drivers
  • Overview of best practices in the US
  • Procurement best practices in the US
  • US supply market overview
  • Supplier positioning for the US
  • Regional category risks

PART 12: Category Definition

  • Category hierarchy
  • Category scope
  • Category map

PART 13: Appendix

  • List of abbreviations
  • Key Notes
  • Global category spend (2018-2023)
  • Category spend growth (2018-2023)
  • Regional spend dynamics
  • Regional spend dynamics
  • Comparison of category maturity across regions
  • Regional spend opportunity for suppliers (2018-2023)
  • Category pricing dynamics
  • Supplier cost breakup
  • Input cost dynamics
  • Total cost of ownership model
  • Benefit comparison of pricing models
  • Pricing models – comparison matrix
  • Supplier margin analysis
  • Margin analysis across supply chain
  • Cost drivers
  • Volume drivers
  • Cost-saving opportunities: Supply-side levers
  • Cost-saving opportunities: Demand-side levers
  • Cost-saving opportunity matrix
  • Negotiation grid
  • Innovation and success stories
  • Procurement excellence summary: Impact on the category
  • Supplier relationship management metrics
  • Strategic sourcing and category management metrics
  • Technology-facilitated procurement metrics
  • Procurement best practices dashboard
  • Sustainability practices: Impact on the category
  • Sustainability best practices
  • Market environment score
  • Market competitiveness score
  • Buyer power score
  • Supplier power score
  • Ease of market entry score
  • Ease of substitution score
  • Buyer ecosystem: Outlook
  • Supplier ecosystem: Outlook
  • Ecosystem disruption threats
  • Key category management objectives
  • Supplier KPI dashboard: Importance for the category
  • Buyer KPI dashboard: Importance for the category
  • Category management enablers
  • Risk management matrix
  • Category enablers: Organization
  • Category enablers: Technology
  • RFx questions
  • Phase I RFI considerations
  • SLA terms
  • Supplier performance benchmarking criteria
  • Supplier operational capability matrix
  • Supplier positioning matrix
  • Teleperformance – Key information dashboard
  • SYNNEX – Key information dashboard
  • Alorica – Key information dashboard
  • Atento – Key information dashboard
  • TTEC – Key information dashboard
  • Transcom – Key information dashboard
  • US category spend (2018-2023)
  • Category pricing dynamics
  • Supplier cost breakup
  • Supplier margin analysis
  • Margin analysis across supply chain
  • Cost drivers
  • Volume drivers
  • Procurement excellence summary: Impact on the category
  • Supplier relationship management
  • Strategic sourcing and category management
  • Technology-facilitated procurement
  • Procurement best practices dashboard
  • Supplier operational capability matrix
  • Supplier positioning matrix
  • Risk management matrix
  • Category definition
  • Category nuances
  • Importance of category relative to other categories

Research Framework

SpendEdge presents a detailed picture of the market by way of study, synthesis, and summation of data from multiple sources. The analysts have presented the various facets of the market with a particular focus on identifying the key category influencers. The data thus presented is comprehensive, reliable, and the result of extensive research, both primary and secondary.


Primary research

  • Procurement heads
  • Category managers
  • Sourcing consortium professionals
  • Industry experts and thought leaders
  • Procurement managers
  • Category heads of suppliers
  • Client account heads/managers
  • Client and industry consultants

Secondary research

  • Industry journals and reports
  • Periodicals and new articles
  • Category webinars
  • Internal categiry playbooks
  • Industry and government websites on regulations and compliance
  • Internal databases
  • Industry blogs/thought leader briefings


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