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Outsourced Customer Care Services Market is Projected to Grow AT A CAGR of 6% to Reach USD 110 Billion Milestone by 2024
Outsourced Customer Care Services Market
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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 major players operating in the outsourced customer care services market -
• 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
Major Key Points from Table of Content:
Chapter 3 Outsourced Customer Care Services Market Insights
3.1 Industry segmentation
3.2 Industry size and forecast, 2013 - 2024
3.3 Industry ecosystem analysis
3.3.1 Vendor matrix
3.4 Technology & innovation landscape
3.5 Regulatory landscape
3.5.1 U.S.
3.5.2 Europe
3.5.3 APAC
3.5.4 RoW
3.6 Industry impact forces
3.6.1 Growth drivers
3.6.1.1 Transition towards host based customer service
3.6.1.2 Demand for low cost services
3.6.1.3 Low cost of resources
3.6.1.4 Presence of bilingual and multi lingual agents
3.6.1.5 Rising demand and presence of tax free zones
3.6.2 Industry pitfalls & challenges
3.6.2.1 Lack of transparency
3.6.2.2 Hidden costs associated with outsourcing
3.7 Growth potential analysis
3.8 Competitive landscape, 2016
3.9.1 Strategy dashboard
3.9 Porter’s analysis
3.10 PESTEL analysis
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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 industry participants. Redistribution of client management tasks aid the companies to cater to consumer needs without managing human resource and infrastructure facilities.
Asia Pacific outsourced customer care services market accounted for majority of the revenue in 2016 owing to the presence of countries like India and the Philippines. Availability of skilled and cheap labor are some of the factors boosting the outsourced customer care services market growth. The English-speaking population also contributes to the growth prospects. The industry is propelled by rapid infrastructure facilities development and increasing demand for customer care services owing to tech savvy and urban population across the region.
Customer interaction activity will continue to dominate the outsourced customer care services market and is the primary service in this segment. Activities such as sales, marketing, technical support, help desk through instant messaging, social media, telephones and e-mails will support the customer interaction segment growth. CRM technology hosting segment growth can be attributed to specialization of services and cost reduction for companies.
Browse Complete Report Summary @ https://www.gminsights.com/industry-analysis/outsourced-customer-care-services-market
The outsourced customer care services market is characterized by the presence of a considerable number of companies providing these services to organizations. Players include Accenture, Aegis, StarTek, Amdocs, Expert Convergys Corporation Synnex Corporation, Transcom Worldwide, etc. Strategies such as mergers and acquisitions are being followed by major companies to enhance their scope of operations worldwide and increase their client base. For instance, in 2015, Microsoft Corporation and Infosys collaborated to provide a suite of solutions to Microsoft Azure.
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Arun Hegde
Corporate Sales, USA
Global Market Insights, Inc.
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About Global Market Insights
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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