Overview

IBISWorld’s Procurement Research Reports cover thousands of indirect purchasing lines. Our data and analysis help you strategically engage and negotiate with suppliers and give you the credibility to work with internal stakeholders and executives. IBISWorld’s Telephone Support Services procurement research provides price trends and forecasts, supplier benchmarks and negotiation questions all intended to give your company leverage during the sourcing process.
doneBenchmark Price
doneRFP/RFQ/Negotiation Questions
done3 Year Price Forecast
doneSupply Chain Analysis
doneSupplier Intelligence
doneSample Buyer Decision Scorecard
REPORT SNAPSHOT

Telephone Support Services - Recent Price Trend

The average price of telephone support services has grown at an estimated average annual rate of 1.7% during the three years to 2016 to reach $0.80 per minute. Increased overhead costs and demand have driven service prices upward, though a high level of competition in the market has helped to temper growth.Rental costs, suppliers' primary overhead cost, have grown during the period alongside...

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Telephone Support Services - Total Cost of Ownership

There are generally no hidden costs of ownership associated with telephone support services. However, there are some factors that can lead to higher direct and indirect costs once a purchase is made, including training and customer satisfaction. Depending on the amount of time buyers need to train the supplier's employees, training costs can be significant. In addition, new telephone support...

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About this Report

This report is intended to assist buyers of telephone support services. Telephone support services offer over-the-phone customer service and technical support. Typically, buyers outsource telephone support services to handle troubleshooting, customer returns or gather feedback. Telephone support services are used by a wide variety of downstream markets, including manufacturers, commercial banks and insurance providers. This report does not include call forwarding or telemarketing services.

Table of Contents

At a Glance

Executive Summary

Price Environment
 Price Fundamentals
  Benchmark Price
  Pricing Model
 Price Drivers
 Input Cost Drivers
 External Demand Drivers
 Recent Price Trend
 Price Forecast

Product Characteristics
 Product Life Cycle
 Total Cost of Ownership
 Product Specialization
 Related Goods
 Subsitute Goods
 Regulation
 Quality Control
Supply Chain & Vendors
 Supply Chain Dynamics
  Supply Chain Risk
  Geographic Locations
  Imports
 Competitive Environment
  Market Share Concentration
  Vendor Company Types
 Market Profitability
 Switching Cost

Purchasing Process
 Buying Basics
 Buying Lead Time
  Selection Process
  Buying-Decision Scorecard
 Key RFP Elements

Negotiation Questions

Buyer Power Score Components

Jargon & Glossary

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