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What's Driving the Outsourced Customer Care Services Market Growth? Accenture, Aegis Worldwide, Alorica, Amdocs, Convergys, Expert Global Solutions, Infosys, SPi Global, SYKES, Teleperformance, Transcom

What's Driving the Outsourced Customer Care Services Market

Outsourced customer care services market is moderately fragmented and involves the presence of numerous SMBs. In order to sustain their business position, companies have been focusing on enhancing their service portfolio. In addition, the tried-and-tested strategy of acquisitions is also a rage in outsourced customer care services industry, which players have been adopting, in order to gain global prominence. For instance, Infosys and Microsoft Corporation had partnered in 2015 to provide the Finacle solutions suite on the Microsoft Azure, the enterprise-grade, cloud computing platform.

Many companies have been exploiting the numerous opportunities offered by outsourced customer care services market to extend their profit margins and meet client requirements. These services help businesses better manage their consumer base and cater to their requirements in a rather efficient manner. Companies of late, have been adopting cloud technology and big data analytics, which will spur outsourced customer care services industry. In addition, the rising technological advancements and varying customer requirements will propel the business trends.

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Customer interaction accounted for notable revenue contribution in outsourced customer care services market and is anticipated to exhibit considerable annual growth rate over the years ahead. Increasing requirement of rapid problem-solving capabilities will fuel the segment growth. The customer interaction service provides favorable support and services to the customers as per their requirement. The main focus of the organization is to fulfill the needs of the consumers for forging long-term relationships with them. This strategy will help organizations accrue considerable revenue in the future. Most of the companies operating in outsourced customer care services market have been investing significantly to develop a multi-tiered and multi-channel support system, which will help enhance the overall user experience and improve customer retention. This, in turn, will significantly boost outsourced customer care services market share.

To sustain the business position in this competitive market, organizations have been giving preferences to customer centric services and customer satisfaction. Post-sales and pre-sales are the two key services, that favorably enhance the interaction of the organization with customers. The growing penetration of information technology leads to the deployment of software based customer management systems, which will help employees handle multiple communication channels such as SMS, social media, e-mail, and telephone. This is bound to improve the overall efficiency of employees, which in turn, will stimulate outsourced customer care services industry share noticeably.

Surging advancement in technology based services will also fuel outsourced customer care services market over the years ahead. Many of the companies are adopting customer relationship management (CRM) technology to maintain and analyze customer interactions and data. CRM technology hosting service based outsourced customer care services industry will generate substantial revenue over 2017-2024, subject to the growing demand for this technology by various enterprises, owing to its availability at low costs. In addition, this technology helps to increase the problem-solving capability of customer care in addition to assisting in customer retention, which will drive CRM based outsourced customer care services industry noticeably.

LATAM outsourced customer care services market is anticipated to carve out a lucrative growth path over the coming seven years. This growth can be credited to the increasing English-speaking population and the growing penetration of the Internet. Besides, the reduction in telecom rates and the presence of highly educated agents will also spur the regional growth. LATAM also has a significantly large Spanish-speaking population, and offers the advantage of bilingual agents. Besides, the geographic proximity to the U.S. is another driving factor that makes the region a popular outsourcing destination, propelling LATAM outsourced customer care services industry.

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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.

Table of Contents (ToC) of the report:

Chapter 3 Outsourced Customer Care Services Industry 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

Browse complete Table of Contents (ToC) of this research report @ https://www.decresearch.com/toc/detail/outsourced-customer-care-services-market

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