Datamonitor revealed contact center outsourcing vendors are struggling to adapt industry-specific solutions to both new and established clients. Lloyds TSB for instance, a famous bank in United Kingdom, recently announced plans of moving its contact center operations from Mumbai to the U.K.

Based on the "2007 Trends to Watch: Contact Center Outsourcing and Services" report, the evolution of horizontal functions will also challenge contact center outsourcers, as more investors move toward one-stop-shops for multiple services. In addition, technology shifts will be an area of concern for outsourcing vendors, as end-users rapidly adopt new and sophisticated contact channels.