The Great Game: The Struggle for North America Leadership in Customer Care Outsourcing
The ongoing jostle for pre-eminence in customer care BPO in the region of North America is entering an important new phase. Like the original “Great Game” – a foreign policy term associated with the geopolitical machinations of the Great Powers and regional powers vying for geopolitical standing and influence in Central Asia – the business struggle sketched out in this Frost & Sullivan research guide is perhaps only slightly less colorful. Rising regional powers such as Teleperformance, Qualfon, and Alorica now face an alliance of Convergys and Stream Global Services, while South Asia-headquartered players such as Firstsource and Aegis only grow in confidence and aggression. A gallery of leaders of varied backgrounds and their staffs map out plans for victory – some coming, many going, a choice few staying – as the landscape flickers with the fog of battle and the heat of their ambitions.
About this report
This research provides an updated overview of the subset of the business process outsourcing (BPO) industry. It includes a complete analysis of key industry challenges, market drivers, and current trends that are affecting client decisions to outsource customer care. The study is based on in-depth interviews with the executive management of leading outsourcing providers that service the North American market. This extensive insight, conducted by senior analysts, will provide enterprise organizations with a fundamental assessment of North American outsourcing providers and their capabilities in a single report. The study includes a profile of top 20 of the market leaders. The report’s study period covers 2013 and 2014.
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