Worldwide and U.S. Outsourced Customer Care Services 2013-2017 Forecast
LONDON, Jan. 6, 2014 /PRNewswire/ -- Reportbuyer.com just published a new market research report:
Worldwide and U.S. Outsourced Customer Care Services 2013-2017 Forecast
This IDC study provides IDC's forecast for the worldwide outsourced customer care services market for 2013-2017. This study highlights key assumptions and drivers that are creating changes and driving growth in this market. IDC expects that at a worldwide level, the outsourced customer care services market will grow at a five-year CAGR of 5.8%, reaching $76.8 billion in 2017.
"IDC observes that the worldwide outsourced customer care services market is evolving to meet new expectations of end customers," said Melissa O'Brien, research analyst, Contact Center Services at IDC. "As competitive differentiation becomes more difficult and customers are more connected than ever, companies are realizing that the experience that their customers have, rather than the company's product or service, becomes the real differentiator. To look at modernizing customer experience is fundamentally different from the traditional customer relationship management (CRM) view that most companies have utilized in interacting with their customers. Customer care BPO service providers are aligning services to use their expertise to aid their clients in modernizing the customer experience and are creating growth opportunities with this expertise."
Table of Contents
IDC Opinion
In This Study
Methodology
Situation Overview
Future Outlook
Forecast and Assumptions
Worldwide Outsourced Customer Care Services Spending
Worldwide Outsourced Customer Care Services and Interaction Services Spending by Service Activity
U.S. Outsourced Customer Care Services and Interaction Services Spending by Service Activity
Market Context
Essential Guidance
Learn More
Related Research
Methodology
Historical Market Values and Exchange Rates
Synopsis
Table: Top 3 Assumptions for the Worldwide and U.S. Outsourced Customer Care Services Market, 2013-2017
Table: Key Forecast Assumptions for the Worldwide and U.S. Outsourced Customer Care Services Market, 2013-2017
Table: Worldwide Outsourced Customer Care Services Spending by Region, 2007-2017 ($M)
Table: Worldwide Outsourced Customer Care Services Spending by Service Activity, 2007-2017 ($M)
Table: Worldwide Outsourced Customer Care Interaction Services Spending by Service Activity, 2007-2017 ($M)
Table: U.S. Outsourced Customer Care Services Spending by Service Activity, 2007-2017 ($M)
Table: U.S. Outsourced Customer Care Interaction Services Spending by Service Activity, 2007-2017 ($M)
Table: Worldwide Outsourced Customer Care Services Spending, 2007-2017: Comparison of May 2012 and May 2013 Forecasts ($M)
Table: Exchange Rates, 2003-2012 (%)
Figure: Demand for Mobility Services for Customer Care
Figure: Worldwide Outsourced Customer Care Services Spending Share by Region, 2012 and 2017
Figure: Worldwide Outsourced Customer Care Services Spending Growth by Region, 2007-2017
Figure: Worldwide Outsourced Customer Care Services Spending, 2007-2017: Comparison of May 2012 and May 2013 Forecasts
Figure: Worldwide Outsourced Customer Care Services Spending Growth, 2007-2017: Comparison of May 2012 and May 2013 Forecasts
Read the full report:
Worldwide and U.S. Outsourced Customer Care Services 2013-2017 Forecast
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