Outsourced Care Services Market is projected to be around USD 106.23 billion by 2023 | CMR

This study provides insights about the Outsourced Customer Care Services Market in regards to its uses and benefits. We at Crystal Market Research (CMR) provide updated information that is beneficial in decision making regarding business investments.

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Industry Overview and Trend Analysis:
In 2014, the global outsourced Care services market was evaluated around USD 61.89 billion and is expected to reach approximately USD 106.23 billion by 2023 while registering itself at a compound annual growth rate (CAGR) of 6.23% over the forecast period. Market players have conventionally been counting on Customer Relationship Management (CRM) for managing customers. Enhancing general customer experience includes offering personalized and customized interaction and it is a constant process. The utilization of voice as the chosen communication manner has been declining; though, switching to digital channels or self-service remains a dispute. Also, the concentration on efficient mobile customer care is gradually increasing, with costumers searching for mobility services over various platforms. Rising demand for interaction via non-voice channels is anticipated to be a major driver for the global industry. The shift towards host-based customer care service is projected to introduce opportunities, in an attempt to enter developing markets like BRIC countries. So as to get benefit from this trend, market players in the global industry have been concentrating on improving security in an attempt to avert adverse events like security breaches or outages. Rising host-based and cloud services, combined with trends like social media and big data are anticipated to strengthen market competition during the forecast period.

Competitive Outlook and Trend Analysis:
The major market players are West Corporation, Aegis, Accenture, Amdocs, Expert Global Solutions, StarTek, Teleperformance SA, Transcom Worldwide, Stream Global Services, Sykes Enterprises, Convergys Corporation, and Synnex Corporation among others. The major players have been aiming to render expert customer care, as well as cover overall operating fixed cost in a beneficial way. Key market players serve industries like retail, telecom, internet services and financial service providers amongst others. Providers concentrate on offering innovative types of service delivery that ranges from utilizing host-based delivery like host-based call center services is noticed in the telecommunications segment.

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Regional Outlook and Trend Analysis:
Major regional segments are South America, Asia Pacific, EMEA and North America. In 2012, the North American regional market reported for 55.5% of the overall market and is anticipated to be the leading regional market during the forecast years. The existence of several customer care outsources in this region has ended up in extreme competition. Altering communication channels and rise in mobility is one of the major factors stimulating the North American regional market. The wireless subscribers in the United States are likely to continue growing while fueling the regional market growth. Though, assuring data security customers is of grave significance, as they are worried about how companies might track their information in an attempt to protect privacy. In case of these events, clients might decrease cloud-based service implementation, or else boosting uptake of conventional delivery services. Over the forecast period, Asia Pacific region is anticipated to be the top growing market.

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The global outsourced customer care Services market is segmented as follows –

By Service Activity:
Customer Interaction:
Customer Service

Sales

Marketing

Technical Support/Help Desk

Fulfillment/Logistics

By Region: North America: (U.S, Canada & Mexico), Europe: (Germany, France, UK, Italy, Spain & Rest of Europe), Asia-Pacific: (Japan, China, Australia, India, South Korea, Rest of Asia-Pacific) and Rest of the World: (Brazil, South Africa, Saudi Arabia, Turkey, United Arab Emirates & Others)

Major Table of Contents:
Part 1. Introduction
1.1. Report Description
1.2. Research Methodology
1.2.1. Secondary Research
1.2.2. Primary Research

Part 2. Executive Summary
2.1. Key Highlights

Part 3. Market Overview
3.1. Introduction
3.1.1. Market Definition
3.1.2. Market Segmentation
3.2. Market Dynamics
3.2.1. Drivers
3.2.1.1. Growing penetration across furniture industry
3.2.1.2. Rising demands of printing inks
3.2.2. Restraints
3.2.2.1. Rising automotive coating substitutes
3.2.3. Opportunities
3.2.3.1. Development of Advanced printing inks CRM Technology Hosting

…Read Full Table of Contents

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