The global outsourced
customer care services market is growing to fulfill new expectations of end
client. Companies are realizing customer experience as the real differentiator
rather than the product and services offered by the companies. This makes it
difficult for companies to achieve competitive differentiation. In addition,
customers are becoming more connected than ever. This acts as a driver for
market growth. Modernizing customer experience differ from the traditional
customer relationship management (CRM). New opportunities are developing owing
to more customization offered by customer care BPO service providers to use
their expertise. This is intended for modernizing the customer experience.
The global outsourced
customer care services market is likely to have double digit market growth in
near future. Shift towards cloud-based services is likely to profit small and
large businesses and assist in entering emerging markets. High demand for
mobility is estimated to stimulate the demand for optimization of mobile
customer care. This is expected to have a optimistic effect on the market in
the next few years.
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The need of
multi-channel solution development is mounting owing to the rising need for non
voice channels in addition with other means of communication. Social customer
care channels are expected to offer sizable opportunities for revenue
generation to market players. security concerns and data privacy amid end users
are vital for driving the adoption of host based customer care such as home
agents. Factors such as growing technological advancements and change in
consumer behavior are stimulating the need of efficient outsourced customer
care services.
The market is segmented
by customer care service activity, which includes logistics, Customer
relationship management and customer interaction. Customer interaction includes
customer care, sales, marketing, technical support and product support.
Customer interaction services are widely used by the companies for retaining
the customers. Activities in customer interaction service include inbound and
outbound calls, email and chat support, lead generation, telemarketing (up
selling/ cross selling), technical support, customer helpdesk, billing and
collection among others. In present business world, running a customer
interaction center is complex owing to involvement of continuously increasing
equipment costs, recruiting problems and rapidly changing technological issues.
Call center outsourcing offers many companies with the huge opportunities for
better customer experience and satisfaction.
Call center outsourcing
is able to remove these obstacles which allow a company to pay attention on its
primary business activities. Customer interaction services outsourcing help
companies to better manage customer relationships, utilize high quality
services at cheaper rates, provide 24/7 customer service, decrease costs,
manage, maintain and increase market coverage.
Industry players are
focusing at ensuring customer loyalty and customer retention in order to
sustain in the market with substantial profit margins. Complying with changing
customer requirements effectively and providing multichannel solutions are some
of the major criteria for sustainability in the market. Some of the key market
players include Teleperformance SA, Stream Global Services, Convergys
Corporation, West Corporation and Sykes Enterprises among others.
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This
research report analyzes this market depending on its market segments, major
geographies, and current market trends. Geographies analyzed under this
research report include
- North America
- Asia Pacific
- Europe
- Rest of the World
This
report provides comprehensive analysis of
- Market growth drivers
- Factors limiting market growth
- Current market trends
- Market structure
- Market projections for upcoming
years
This
report is a complete study of current trends in the market, industry growth
drivers, and restraints. It provides market projections for the coming years.
It includes analysis of recent developments in technology, Porter’s five force
model analysis and detailed profiles of top industry players. The report also
includes a review of micro and macro factors essential for the existing market
players and new entrants along with detailed value chain analysis.
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assessed on the basis of how the market is predicted to grow
· It helps in making informed business
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