Outsourced Customer Care Services Market Revenue Analysis to 2024 Profiling Aegis Global, Alorica, Convergys, Sitel, SPi Global, STARTEK, Sykes Enterprises, Incorporated, SYNNEX, Teleperformance, TTEC, Transcom, West Corporation

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.

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Businesses face challenges in terms lack of expertise provided by the customer care services. To overcome this, they are increasingly focusing on choosing an outsourcing partner with extensive experience in the industry the client is serving, enabling the partner to deal effectively with common issues and challenges.

The Key Players in the Market Which Covered in this report are as follows:
• Accenture
• Aegis Global
• Alorica
• Amdocs
• Convergys
• Expert Global Solutions (now Alorica)
• Infosys
• Sitel
• SPi Global
• STARTEK
• Sykes Enterprises, Incorporated
• SYNNEX
• Teleperformance
• TTEC
• Transcom
• West Corporation

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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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.

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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Major Players operating in the outsourced customer care services market include Synnex Corporation, Aegis, Accenture, Amdocs, Expert Global Solutions, StarTek, Convergys Corporation, Transcom Worldwide, Infosys Limited, etc.

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