Worldwide and U.S. Outsourced Customer Care Services 2015–2019 Forecast: Using the Four Pillars to Drive Customer Experience
This IDC study provides IDC's forecast for the worldwide outsourced customer care services market for 2015–2019. 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 5.3%, reaching Please Note: Extended description available upon request.86.3 billion in 2019.
"While buyer demand for customer care BPO services remains strong, the demand is shifting toward higher-value services including both traditional customer care BPO transactional processes and more strategic-level partnerships that have a significant impact on business outcomes and customer experience," said Melissa O'Brien, research analyst, Worldwide Customer Care BPO Services at IDC. "Consumer communication preferences are driving a lot of changes in the way that BPO providers deliver customer care services, much of which is impacted by IDC's four pillars of social, mobile, analytics, and cloud."
Please Note: Extended description available upon request.