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
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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.
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.
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
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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
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helping us deliver excellence in all research projects we undertake
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