Outsourced Customer Care Services Market Set for Continued Growth till 2024 With Key Players Such as Accenture, Amdocs, Convergys, Infosys, Sitel, Sykes Enterprises, Incorporated, Teleperformance, TTEC, Transcom, West Corporation, Alorica

The outsourced customer care services market is expected to witness steady growth over the forecast timeline, owing to the increase in inclination of organizations towards serving the consumers in the most optimum way. Growing trend of omni-channel retailing is enabling the businesses to mark their presence across multiple channels such as chat, web, voice, and social media. Rising need to integrate the channels to empower the users and boost their confidence through congruent customer experience may propel the outsourced customer care services market size. Additionally, implementation of robotic process automation (RPA) in customer care services is trending among the companies to enable them to improve operational efficiency.

Players operating in the outsourced customer care services market include Accenture, Aegis, Alorica, Amdocs, Convergys Corporation, Expert Global Solutions, Infosys, Sitel Worldwide Corporation, SPi Global, StarTek Inc., Sykes Enterprises, Synnex Corporation, Teleperformance, TeleTech Holdings Inc., Transcom Worldwide, West Corporation

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In 2015, Convergys Corporation announced its collaboration with Nexidia, a customer interaction analytics technology solutions provider. The partnership combines Convergys’ analytics know-how solution with Nexidia’s advanced speech analytics technology to enable a focused insight. Various companies in the outsourced customer care services market are anticipated to enter collaborations to gain the regional presence which will help them to improve their suite of services.

Outsourced Customer Care Services Market size is set to exceed USD 110 billion by 2024; Factors such as language barriers, currency exchanges, and international laws are expected to hamper the outsourced customer care services market growth in countries including India and Philippines. Furthermore, businesses are looking for feasible near-shore service providers. For instance, businesses in the U.S. outsource call center services to countries including El Salvador and Chile. Near-shoring in the outsourced customer care services market is expected to gain momentum in the Eastern Europe as it is becoming more attractive in the UK and Germany. In these countries, it is the most attractive option realized by more skill specific businesses with complex and high-end operations, as they realize the value of keeping the outsourcing process near to the business. This enables the companies to receive multichannel, state-of-art, and multi-lingual services cost-effectively.

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The CRM technology hosting services demand is expected to grow in near future, which is attributed to the demand for low cost services by the enterprises. CRM services offer flexible solutions for various configuring options and enabling customers to use the features that suit the exact requirements. In addition, the enterprises are hesitant to shift the services to new multi-channel modes of communication which drives the adoption of CRM services in the enterprise.

Rising focus of companies on improving customer service interactions at every touchpoint, especially contact centers is anticipated to drive the outsourced customer care services market. The significant levels of interaction are crucial to organizations focused on meeting critical revenue targets and customer retention goals. The service has taken on high strategic value as it helps organizations to interact with clients on an ongoing basis and differentiate themselves from the competition.

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North America is anticipated to increase its focus on outsourcing customer care services due to the rising demand for delivering active customer care and the increasing infrastructure facilities. In addition, the high cost of resources has led to offshoring to various Asian countries such as Philippines and India. The changing consumer behavior and less inbound call volumes will impact the regional outsourced customer care services market growth. The service providers in the region are expanding their technology platforms to cater to the consumers in a more efficient manner.

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