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Worldwide and U.S. Outsourced Customer Care Services 2013---2017 Forecast

  • Published:
  • 36 Pages
  • IDC

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."

Table of Contents

IDC Opinion

In This Study

  • Methodology

Situation Overview

Future Outlook

  • Forecast and Assumptions
    • Worldwide Outsourced Customer Care Services Spending
      • Worldwide Outsourced Customer Care Services and Interaction Services Spending by Service Activity
      • U.S. Outsourced Customer Care Services and Interaction Services Spending by Service Activity
  • Market Context

Essential Guidance

Learn More

  • Related Research
  • Methodology
    • Historical Market Values and Exchange Rates
  • Synopsis

List of Tables

  • Table: Top 3 Assumptions for the Worldwide and U.S. Outsourced Customer Care Services Market, 2013---2017
  • Table: Key Forecast Assumptions for the Worldwide and U.S. Outsourced Customer Care Services Market, 2013---2017
  • Table: Worldwide Outsourced Customer Care Services Spending by Region, 2007---2017 ($M)
  • Table: Worldwide Outsourced Customer Care Services Spending by Service Activity, 2007---2017 ($M)
  • Table: Worldwide Outsourced Customer Care Interaction Services Spending by Service Activity, 2007---2017 ($M)
  • Table: U.S. Outsourced Customer Care Services Spending by Service Activity, 2007---2017 ($M)
  • Table: U.S. Outsourced Customer Care Interaction Services Spending by Service Activity, 2007---2017 ($M)
  • Table: Worldwide Outsourced Customer Care Services Spending, 2007---2017: Comparison of May 2012 and May 2013 Forecasts ($M)
  • Table: Exchange Rates, 2003---2012 (%)

List of Figures

  • Figure: Demand for Mobility Services for Customer Care
  • Figure: Worldwide Outsourced Customer Care Services Spending Share by Region, 2012 and 2017
  • Figure: Worldwide Outsourced Customer Care Services Spending Growth by Region, 2007---2017
  • Figure: Worldwide Outsourced Customer Care Services Spending, 2007---2017: Comparison of May 2012 and May 2013 Forecasts
  • Figure: Worldwide Outsourced Customer Care Services Spending Growth, 2007---2017: Comparison of May 2012 and May 2013 Forecasts
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