This IDC study provides IDC's forecast for the worldwide outsourced customer care services market for 2014-2018. 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 5.9%, reaching $81.3 billion in 2018.
"The customer care business process outsourcing (BPO) services market has reached a high level of maturity, yet the dynamics of customer interactions are causing a fundamental shift in the demand for and delivery of these services," said Melissa O'Brien, research analyst, Worldwide Customer Care BPO Services at IDC. "The dynamic changes in the way that customers connect with companies combined with companies' newly focused look at customer experience (CX) are pushing customer care BPO service providers to move deeper into their clients' operations and have a greater impact on how they operate. Customer care BPO service providers are using IDC's four pillars of the '3rd Platform' - cloud, social, mobile, and big data - to help transform and modernize the way their clients approach their customer engagement and drive growth in this market."