This IDC study provides IDC's forecast for the worldwide outsourced customer care services market for 2015-2019. 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 5.3%, reaching $86.3 billion in 2019.
"While buyer demand for customer care BPO services remains strong, the demand is shifting toward higher-value services including both traditional customer care BPO transactional processes and more strategic-level partnerships that have a significant impact on business outcomes and customer experience," said Melissa O'Brien, research analyst, Worldwide Customer Care BPO Services at IDC. "Consumer communication preferences are driving a lot of changes in the way that BPO providers deliver customer care services, much of which is impacted by IDC's four pillars of social, mobile, analytics, and cloud."