Global Outbound Telemarketing Category - Procurement Market Intelligence Report

  • Published: Mar 2019
  • Pages: 106
  • SKU: IRCMSTR10836-1
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Key findings: Outbound telemarketing

This outbound telemarketing procurement intelligence report offers granular insights into the supply chain margins, category pricing strategies, category management objectives, and risk assessment strategies. An analysis of the top suppliers and current market landscape is also offered in this report.

Enterprises are deepening their focus on securing more direct communication with the customers through cost-effective marketing channels. Tapping into this growing requirement, telemarketing service providers are improving their technology by adopting soundboard and VoIP services to cater to the buyers unique needs. These factors are expected to offer a significant boost to the spend momentum of the outbound telemarketing market. Despite predictions of growth, stringent regulations, lack of skilled workforce, and high attrition rates pose as some of the critical procurement risks faced in the current market.

To access complete details on the annual spend growth rate until 2023, download a free sample.

Insights delivered

Our reports from the marketing category offer buyers with actionable data on the current and future supply market scenario. Coverage of the US market, including category spend analysis, pricing strategies, and supplier cost structure, among others, is also offered in this outbound telemarketing procurement intelligence report. Additional information includes an analysis of the cost and volume drivers, top suppliers, category management, and risk assessment strategies.

Insights offered in this outbound telemarketing procurement intelligence report will help the buyers understand:

  • Global and regional spend potential for the period of 2018-2023
  • Pricing models and the factors influencing them
  • Pricing strategies to achieve cost-savings
  • Category management objectives

Analyze the global category spend for outbound telemarketing

In terms of category spend, the IT and telecom sector is predicted to contribute the largest share followed by BFSI and consulting sectors. To boost sales, buyers from these industries are leveraging outbound telemarketing services to improve customer services related to connectivity and quality of communication. Adoption of call data analytics, omnichannel strategies, agent-assisted automated technology, and non-invasive strategies by category service providers will significantly propel the demand for outbound telemarketing campaigns across significant business sectors, thereby; increasing the category spend growth rate.

Access the complete year-over-year spend growth rate and category spend details by downloading a free sample copy.

This outbound telemarketing sourcing and procurement report offers coverage of:

  • Regional spend opportunity for suppliers
  • Global and regional spend segmentation
  • Cost drivers impacting pricing strategies


Optimize category spend for outbound telemarketing

Collaborating with service providers that specialize in offering marketing automation services will enable buyers to increase their conversion rates, thereby; boosting sales. Marketing automation will aid buyers by evaluating market trends and analyze customer behavior data. Such information will help to identify potential customers who are likely to convert into qualifying leads.

This outbound telemarketing procurement intelligence report also offers coverage of:

  • Total cost of ownership
  • Supply chain margins and outlook for input costs
  • Overview and comparison of pricing strategies


Assess category spend for the US region

To boost sales while concentrating more on the core competencies, buyers in the US are outsourcing outbound telemarketing services. Outsourcing of this service is benefiting buyers with qualified leads through warm/cold calling and improve the visibility of their products. The growing popularity of smartphones is giving telemarketing firms the liberty to leverage omnichannel such as e-mail, SMS, and social media to ensure maximum end consumer reach. However, stringent regulations, high rejection rate, and increase in DNC registration are impeding the category growth in the US to a significant extent.

Additional information offered in this outbound telemarketing procurement intelligence report will help buyers analyze:

  • Supplier cost structure in the US               
  • Margins of suppliers and risk assessment strategies insights
  • Category spend potential in the US

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Build strategies for effective supplier selection

Strategic selection of suppliers will aid buyers in securing maximum result without overriding the procurement budget. The viability of suppliers must be assessed based on their ability to use omnichannel such as chats, face-to-face, telephones, video communication, e-mails, and social networks for outbound telemarketing services. Such omnichannel communication facilitates better customer engagement, thereby; increasing the probability of getting more leads.

This outbound telemarketing sourcing and procurement report identifies the major costs incurred by suppliers and provides additional information on:

  • Supplier ecosystem
  • Buyer and supplier KPIs
  • Incumbent supplier evaluation criteria


Devise effective category management strategies for outbound telemarketing services

Category managers are prioritizing supply base rationalization to select the best-fit service provider that will aid in reducing the overall procurement cost. Infrastructure and staffing, technology adoption, accurate prospect list are some of the strategies that must be considered by the buyers.

Key insights offered in this outbound telemarketing sourcing and procurement report will help the buyers identify:

  • Critical KPIs for buyers and suppliers
  • Category management objectives and risk management strategies
  • Pricing strategies across various geographies


Determine the spend dynamics for key geographies

Increasing demand for outbound telemarketing services from countries like UK, Germany, and France will drive the category growth in Western Europe. Currently, APAC is emerging as one of the fastest growing regions in the global outbound telemarketing market. An influx of outsourced outbound telemarketing services because of the availability of low-cost workforce is primarily driving the category growth in the region. Increasing adoption of technologies such as VoIP and agent-assisted automation by service providers will drive the category spend momentum in South America.

Key geographies analyzed in this outbound telemarketing procurement intelligence report include the following:

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

Information on the top outbound telemarketing services suppliers, actionable insights into pricing strategies, category management objectives, and major risks faced while procuring Outbound telemarketing services is offered in this procurement 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


Outbound Telemarketing - Category Spend Analysis

According to SpendEdge analysts, one of the key growth contributors for the global outbound telemarketing market is the growing use of call data analytics. The market is witnessing a major shift in the dialer strategy for making calls. To ensure better response rates, call data analytics and historical trend analyses are conducted to improve the productivity of the campaign.


Outbound Telemarketing – Procurement Best Practices

Buyers should engage with suppliers that offer multi-channel marketing services for better customer engagement. Due to the effectiveness of digital communication channels, it is important to have an omni-channel strategy to reap the benefits of telemarketing. Buyers should look for suppliers that can seamlessly offer consistent customer experience across all media channels.


Outbound Telemarketing - Procurement Challenges

Based on the analysis in this report, a major procurement pain point experienced by the buyers are not able to determine the agents' skillsets due to their limited interaction with the telemarketing team. SpendEdge’s procurement specialists predict that the buyers must check for the telemarketing team's certifications.

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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: MarketOne
  • Profile: TeleContact
  • Profile: Atento
  • Profile: SYNNEX (Concentrix)
  • Profile: Alorica
  • Profile: MarketMakers

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: Procurement model
  • Category enablers: Technology
  • RFx questions
  • Phase I RFI considerations
  • SLA terms
  • Supplier performance benchmarking criteria
  • Supplier operational capability matrix
  • Supplier positioning matrix
  • MarketOne – Key information dashboard
  • TeleContact – Key information dashboard
  • Atento – Key information dashboard
  • SYNNEX (Concentrix) – Key information dashboard
  • Alorica – Key information dashboard
  • MarketMakers – 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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