Radiant insight Published “Outsourced Customer Care Services Market Size, Share, Report, 2020”
Description
The Report Contains
Outsourced Customer Care Services Market Size By Service Activity (CRM
Technology Hosting, Fulfillment/Logistics, Customer Interaction), Competitive
Analysis & Forecast To 2020
Industry Overview
Global outsourced
customer care services market size is forecast to exceed USD 84.5 billion by
2020, at 5% over next few years. Surging demand for interaction through
non-voice channels is expected to be a key driving force for the global
industry. Companies have traditionally been relying on Customer Relationship
Management (CRM) for dealing with customers. Improving overall customer
experience involves offering customized and personalized interaction, which is
a continuous process.
Asia Pacific
outsourced customer care services market was valued USD 10 billion in 2013 and
is likely to grow at 7% over the forecast period. Emergence of India and
Philippines as preferred outsourcing destinations owing to the availability of
cheap labor and fluency in English have played a pivotal role in regional
demand growth. The focus on effective mobile customer care is steadily rising,
with buyers looking for mobility services across different platforms. Growing
cloud and host-based services, along with trends such as big data and social
media are expected to intensify market competition over the next few years.
Vendor selection
is one of the key deciding factors for the success of an outsourced customer
care services market. Companies conduct several checks to ensure that they are
about to commence business process outsourcing with a trusted vendor. The
increasing use of host-based and cloud-based services has made customer care
services affordable and has enabled greater penetration into broader sets,
particularly SMBs resulting in an increase in industry growth.
North America outsourced customer care
services market size, by service activity,
2012-2020 (USD
million)
Activity Overview
Customer
interaction market size was valued over USD 51 billion in 2014, and was the
foremost service activity segment. It is accountable to observe substantial
gains, with forecast of USD 68.5 billion by 2020. It comprise of communications
across several different channels, such as telephone, e-mail, instant
messaging, social media and SMS. Currently, process-centric service platform
for multi-channel customer communications are being designed to enhance the
quality of customer interaction which in turn drive the industry growth.
Request for Discount - https://www.radiantinsights.com/research/outsourced-customer-care-services-market/request-sample
CRM technology
hosting was likely to achieve USD 7,500 million by 2020, at a CAGR of 11.7%
from 2014 to 2020. It enhances customer satisfaction levels at reduced costs,
as companies need not develop and maintain in-house capabilities, and employ
the services of outsourcing specialists. This is expected to excite the
industry growth over the next six years.
Regional Overview
North America
outsourced customer care services market was valued over USD 32.5 billion in
2013, with gains estimated at over 4% during the forecast period. Developing
infrastructure facilities and delivering dynamic customer care services has
surge the growth in the region. Further, the region is expected to witness an
increased demand for tech support services and CRM hosting services, which can
be attributed to the tech savvy and sophisticated population. EMEA was likely
to attain USD 16 billion by 2020, with gains estimated of over 4% from 2014 to
2020.
Competitive Market Share
The global
outsourced customer care services market share is lead by a few major companies
in 2013. The players are indulged into mergers & acquisitions activities in
order to expand its workforce and operation across the globe. For instance,
infosys announced an extension to its partnership with Microsoft Corp in 2015.
As part of this collaboration, the Finacle suite of solutions will be available
on Microsoft Azure. Other major companies include Accenture, Aegis, Amdocs,
Expert Global Solutions, Convergys Corporation, Synnex Corporation, StarTek Inc
and Transcom Worldwide among others.
About Us
Radiant Insights is a platform for
companies looking to meet their market research and business intelligence
requirements. We assist and facilitate organizations and individuals procure
market research reports, helping them in the decision making process. We have a
comprehensive collection of reports, covering over 40 key industries and a host
of micro markets. In addition to over extensive database of reports, our
experienced research coordinators also offer a host of ancillary services such
as, research partnerships/ tie-ups and customized research solutions.
Contact Us
Michelle Thoras
Corporate Sales Specialist, USA
Radiant Insights, Inc
Phone: 1-415-349-0054
Toll Free: 1-888-202-9519
No comments:
Post a Comment