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Worldwide and U.S. Outsourced Customer Care Services 2015-2019 Forecast: Using the Four Pillars to Drive Customer Experience

  • Published:
  • 33 Pages
  • IDC

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."

Table of Contents

IDC Opinion

In This Study

  • Methodology

Situation Overview

Future Outlook

  • Forecast and Assumptions
    • Worldwide Outsourced Customer Care Services Spending
    • 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, 2015-2019
  • Table: Key Forecast Assumptions for the Worldwide and U.S. Outsourced Customer Care Services Market, 2015-2019
  • Table: Worldwide Outsourced Customer Care Services Spending by Region, 2010-2019 ($M)
  • Table: U.S. Outsourced Customer Care Services Spending by Service Activity, 2010-2019 ($M)
  • Table: U.S. Outsourced Customer Care Interaction Services Spending by Service Activity, 2010-2019 ($M)
  • Table: Worldwide Outsourced Customer Care Services Spending, 2010-2019: Comparison of May 2014 and May 2015 Forecasts ($M)
  • Table: Exchange Rates, 2006-2014 (%)

List of Figures

  • Figure: U.S. Preferred Customer Channels by Interaction Type
  • Figure: Share of Customer Care Interactions by Channel
  • Figure: Worldwide Outsourced Customer Care Services Spending Share by Region, 2014 and 2019
  • Figure: Worldwide Outsourced Customer Care Services Spending Growth by Region, 2011-2019
  • Figure: U.S. Outsourced Customer Care Interaction Services Spending by Service Activity, 2014 and 2019
  • Figure: Worldwide Outsourced Customer Care Services Spending, 2010-2019: Comparison of May 2014 and May 2015 Forecasts
  • Figure: Worldwide Outsourced Customer Care Services Spending Growth, 2010-2019: Comparison of May 2014 and May 2015 Forecasts
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