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Outsourced Customer Care Services Market in CRM Technology Hosting is Excepted to Grow Exponentially by 2024 | Key Players Accenture, Aegis Global, Alorica, Amdocs, Convergys, Sitel, STARTEK, SYNNEX, TTEC, Transcom, West Corporation
Outsourced Customer Care Services Market
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Outsourced Customer Care Services Market is set to reach USD 110 billion by 2024. Rising demand for interaction via non-voice mediums will be the key driver for this industry. Customer relationship management is garnering importance from the industry owing to provide business support. Customized and personalized communications for an enhanced experience has pushed the companies to outsource these tasks in order to shift the management focus on core competencies of the organization. Pre-sales and post sales services are outsourced by the companies to reduce consumer relationship handling responsibilities.
Outsourcing customer care services to third party agencies can lead to degradation in quality of handling client grievances and requirements thus creating a bad reputation of the company. Continuous assessment of tasks is required to ensure quality delivery by third party service providers. These factors hamper the growth and act as restraints to the outsourced customer care services market.
The key players covered in this study: -
1. Accenture
2. Aegis Global
3. Alorica
4. Amdocs
5. Convergys
6. Expert Global Solutions (now Alorica)
7. Infosys
8. Sitel
9. SPi Global
10. STARTEK
11. Sykes Enterprises, Incorporated
12. SYNNEX
13. Teleperformance
14. TTEC
15. Transcom
16. West Corporation
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Rising social media trends owing to internet proliferation and providing support to client queries through this platform is expected to benefit the industry. Call center outsourcing, increasing use of social media platforms are some of the opportunities available for outsourced customer care services market participants. Redistribution of client management tasks aid the companies to cater to consumer needs without managing human resource and infrastructure facilities.
North America is one of the most lucrative business grounds for outsourced customer care services. Pertaining to huge demand for high quality consumer care and the rise in the infrastructural facilities, North America outsourced customer care services industry is anticipated to grow remarkably over 2017-2024. Besides, pertaining to the presence of skilled labor at low costs, companies have been outsourcing their operations to Asian countries such as India and Philippines, which will substantially propel North America outsourced customer care services market. Besides, the high cost of resources in the continent is further stimulating the regional demand. The U.S. is slated to be one of the key revenue contributors.
Business players have been continuously working to improve the quality of customer care by complying with myriad consumer demands and increasing the feasibility of multichannel solutions. Market players are focusing on strategic acquisitions to sustain their business positions over the years ahead. The key participants in outsourced customer care services market are Accenture, Aegis Limited, Amdocs, Synnex Corporation, StarTek, Transcom Worldwide, Expert Global Solutions, and Convergys Corporation.
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Global Market Insights, Inc., headquartered in Delaware, U.S., is a global market research and consulting service provider; offering syndicated and custom research reports along with growth consulting services. Our business intelligence and industry research reports offer clients with penetrative insights and actionable market data specially designed and presented to aid strategic decision making. These exhaustive reports are designed via a proprietary research methodology and are available for key industries such as chemicals, advanced materials, technology, renewable energy and biotechnology.
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