| Home
Conferences DIRECTORY DA/Call Center Optimization Services |
|
|
OPERATOR SERVICES: THE WINDS OF CHANGE. The operator services arena continues to morph. From the largest of incumbent carriers to the smallest of rural telcos, the vaunted operator services business model seems to have fallen into jeopardy. Spawned by the wholesale move among consumers to wireless and VoIP, and complicated by an industry-wide automation trend, a change in calling patterns steadily chips away at operator assisted call volumes. Meanwhile, outsourcing of operator services organizations continues to attract attention as companies struggle to extend the revenue-generating prowess of their pools of experienced agents.
So the questions mount. What is happening to core operator services? Which services will grow, which wither? What can be done to breath new life into traditional offerings? From where will new revenue sources spring? What is it that product planners, business development executives and operator services leaders need to know to help move this market forward?
Since 1992 when The PELORUS Group published its seminal first report on operator services entitled, simply, “Operator Services”, the Firm’s name has been synonymous with excellence in comprehensive industry analysis. Its sweeping assessments enjoy a worldwide audience. Its reputation as one of the few firms relentlessly tracking the operator services arena is virtually unassailable.
“Operator Services: The Shape Of Things To Come” is an exclusive report. It probes each of the major components of operator services -- including toll & assist services, calling cards, prepaid cards, callback services, dial-around services and payphones. (Directory assistance markets are examined separately in The PELORUS Groups’ new companion study, “North American DA Markets: 2004-2008.”). “Operator Services: The Shape Of Things To Come” is uncompromising in its granularity. It digs deeper into the myriad of issues, while delving more thoroughly into opportunities relating to operator services than any report ever generated by this company with a rich history in operator services research. Its findings, insights, and recommendations are the result of three decades of hands-on research into the ever-changing operator services landscape. Much of the data you will find contained in these pages can be found nowhere else. It provides an actionable understanding of the operator services market, enabling companies to develop successful sales and marketing strategies.
|
