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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By Service Activity:
Customer Interaction
Customer Service
Sales
Marketing
Technical Support/Help Desk
Fulfillment/Logistics
CRM Technology Hosting
Industry 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.
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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Table of Contents:
1.Introduction
2.Executive Summary
3.Market Overview
4.Outsourced Customer Care Services Market, By Service
4.1.Introduction
4.2.Global Outsourced Customer Care Services Sales, Revenue and Market Share By Service (2014-2017)
(2014-2017)
4.3.Outsourced Customer Care Services Market Assessment and Forecast, By Service, 2014-2023
4.4.CRM technology hosting
4.5.Fulfillment/Logistics
4.6.Customer interaction
To be Continued…
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Crystal Market Research is a U.S. based market research and business intelligence company. Crystal offers one stop solution for market research, business intelligence, and consulting services to help clients make more informed decisions. It provides both syndicated as well as customized research studies for its customers spread across the globe. The company offers market intelligence reports across a broad range of industries including healthcare, chemicals & materials, technology, automotive, and energy.
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