This IDC study provides IDC's forecast for the worldwide outsourced customer care services market for 2013-2017. This study highlights key assumptions and drivers that are creating changes and driving growth in this market. IDC expects that at a worldwide level, the outsourced customer care services market will grow at a five-year CAGR of 5.8%, reaching $76.8 billion in 2017.
"IDC observes that the worldwide outsourced customer care services market is evolving to meet new expectations of end customers," said Melissa O'Brien, research analyst, Contact Center Services at IDC. "As competitive differentiation becomes more difficult and customers are more connected than ever, companies are realizing that the experience that their customers have, rather than the company's product or service, becomes the real differentiator. To look at modernizing customer experience is fundamentally different from the traditional customer relationship management (CRM) view that most companies have utilized in interacting with their customers. Customer care BPO service providers are aligning services to use their expertise to aid their clients in modernizing the customer experience and are creating growth opportunities with this expertise."