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Growth Verticals: Customer Care Outsourcing North America

Growth Verticals: Customer Care Outsourcing North America

The North American contact center outsourcing market - which is quite mature and fragmented - is being driven by inbound customer care, acquisitions, sales, and technical support. Customer care outsourcing firms report to Frost & Sullivan that they face a set of key challenges, including the need to contain cost, drive out agent inefficiencies, deliver high quality interactions for clients, and grow top-line revenues, while still achieving the highest levels of customer satisfaction for clients. Those same clients are seeking Business Process Outsourcing (BPO) solutions in the following vertical industries:


Banking, Financial Services & Insurance

Hi Tech


Retail and Consumer Goods

Travel and Hospitality

Government and Education


Media and Entertainment


The market for the outsourcing of customer care in North America is very fragmented and fiercely competitive. There are fewer than a dozen global Tier I outsourcing firms that continue to dominate the industry. Our studies have concluded, in the next 􂀀3-􂀀 years, that customer care providers are laser-focused on vertical growth. This Market Insight will focus on the top verticals forecasted to grow the most quickly from 2014 to 2018. In preparing this report, Frost & Sullivan conducted interviews with executives from the following BPO companies:

Alorica - Todd Werner, SVP Sales & Marketing

Concentrix- Jyllene Miller, SVP of Client Engagement Strategy

Firstsource - Mike Roy, VP of Strategy, Channels and Advisor Relations

The Minacs Group – Neri Basque, VP Solutions Architecture and IT Governance

TeleTech – Mark Grindeland, Chief Marketing Officer

Please note that the insights and opinions expressed in this assessment are those of Frost & Sullivan and have been developed through our research and analysis. These expressed

  • Introduction
  • Domain Expertise Ranks High
    • Table Contact Center Outsourcing Market: Market Drivers, North America, 2014-2018
  • Vertical Breakout and Revenue Forecast
    • Table Contact Center Outsourcing Market: Revenue Forecast by Industry Vertical, North America, 2012-2018
  • Outsourcing Activities by Vertical
  • Company Profiles
    • Alorica
    • Concentrix
    • Firstsource
    • The Minacs Group
    • TeleTech
  • Vertical Growth Challenges: Analyst Summary
    • Healthcare
    • Hi Tech
    • Banking and Financial Services
    • Telecommunications
  • Concluding Remarks

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