The Customer Care Services industry has experienced steady growth in the five years to 2016, as the US economy gradually expanded. Early growth during this five-year period was also driven by federal commitments and incentives. This trend has resulted in a short-term boost for the industry with several companies reshoring operations, and several new operators entering the market. Over the next five years, a large portion of industry operators will continue to offshore operations to emerging economies with lower labor costs. Nevertheless, new broadband technology will continue to increase the competitiveness of US operators, enabling them to attract a greater amount of new clients.
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This report covers the scope, size, disposition and growth of the industry including the key sensitivities and success factors. Also included are five year industry forecasts, growth rates and an analysis of the industry key players and their market shares.