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Worldwide and U.S. Outsourced Customer Care Services 2015–2019 Forecast: Using the Four Pillars to Drive Customer Experience

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.


IDC Opinion
In This Study
Methodology
Situation Overview
Future Outlook
Forecast and Assumptions
Worldwide Outsourced Customer Care Services Spending
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, 2015–2019
Table: Key Forecast Assumptions for the Worldwide and U.S. Outsourced Customer Care Services Market, 2015–2019
Table: Worldwide Outsourced Customer Care Services Spending by Region, 2010–2019 ($M)
Table: U.S. Outsourced Customer Care Services Spending by Service Activity, 2010–2019 ($M)
Table: U.S. Outsourced Customer Care Interaction Services Spending by Service Activity, 2010–2019 ($M)
Table: Worldwide Outsourced Customer Care Services Spending, 2010–2019: Comparison of May 2014 and May 2015 Forecasts ($M)
Table: Exchange Rates, 2006–2014 (%)
Figure: U.S. Preferred Customer Channels by Interaction Type
Figure: Share of Customer Care Interactions by Channel
Figure: Worldwide Outsourced Customer Care Services Spending Share by Region, 2014 and 2019
Figure: Worldwide Outsourced Customer Care Services Spending Growth by Region, 2011–2019
Figure: U.S. Outsourced Customer Care Interaction Services Spending by Service Activity, 2014 and 2019
Figure: Worldwide Outsourced Customer Care Services Spending, 2010–2019: Comparison of May 2014 and May 2015 Forecasts
Figure: Worldwide Outsourced Customer Care Services Spending Growth, 2010–2019: Comparison of May 2014 and May 2015 Forecasts

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