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Market Research Report

Outsourced Customer Care Services Market Size By Service, Industry Analysis Report, Regional Outlook, Growth Potential, Price Trends, Competitive Market Share & Forecast, 2017 - 2024

Published by Global Market Insights Inc. Product code 555463
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Outsourced Customer Care Services Market Size By Service, Industry Analysis Report, Regional Outlook, Growth Potential, Price Trends, Competitive Market Share & Forecast, 2017 - 2024
Published: May 24, 2017 Content info: 120 Pages
Description

Title:
Outsourced Customer Care Services Market Size By Service
(CRM Technology Hosting, Fulfillment/Logistics, Customer Interaction), Industry Analysis Report, Regional Outlook (U.S., Canada, Germany, UK, France, Italy, Czech Republic, Poland, Spain, China, India, Japan, Philippines, Australia, Mexico, Brazil, South Africa), Growth Potential, Price Trends, Competitive Market Share & Forecast, 2017 - 2024.

Outsourced Customer Care Services Market is set to reach USD 110 billion by 2024. Rising demand for interaction via non-voice mediums will be the key driver for this industry. Customer relationship management is garnering importance from the industry owing to provide business support. Customized and personalized communications for an enhanced experience has pushed the companies to outsource these tasks in order to shift the management focus on core competencies of the organization. Pre-sales and post sales services are outsourced by the companies to reduce consumer relationship handling responsibilities.

Outsourcing customer care services to third party agencies can lead to degradation in quality of handling client grievances and requirements thus creating a bad reputation of the company. Continuous assessment of tasks is required to ensure quality delivery by third party service providers. These factors hamper the growth and act as restraints to the outsourced customer care services market.

Rising social media trends owing to internet proliferation and providing support to client queries through this platform is expected to benefit the industry. Call center outsourcing, increasing use of social media platforms are some of the opportunities available for industry participants. Redistribution of client management tasks aid the companies to cater to consumer needs without managing human resource and infrastructure facilities.

Asia Pacific outsourced customer care services market accounted for majority of the revenue in 2016 owing to the presence of countries like India and the Philippines. Availability of skilled and cheap labor are some of the factors boosting the industry growth. The English-speaking population also contributes to the growth prospects. The industry is propelled by rapid infrastructure facilities development and increasing demand for customer care services owing to tech savvy and urban population across the region.

Customer interaction activity will continue to dominate the industry and is the primary service in this segment. Activities such as sales, marketing, technical support, help desk through instant messaging, social media, telephones and e-mails will support the customer interaction segment growth. CRM technology hosting segment growth can be attributed to specialization of services and cost reduction for companies.

The outsourced customer care services market is characterized by the presence of a considerable number of companies providing these services to organizations. Players include Accenture, Aegis, StarTek, Amdocs, Expert Convergys Corporation Synnex Corporation, Transcom Worldwide, etc. Strategies such as mergers and acquisitions are being followed by major companies to enhance their scope of operations worldwide and increase their client base. For instance, in 2015, Microsoft Corporation and Infosys collaborated to provide a suite of solutions to Microsoft Azure.

Table of Contents
Product Code: 126

Table of Contents

Chapter 1: Methodology & Scope

  • 1.1. Methodology
    • 1.1.1. Initial data exploration
    • 1.1.2. Statistical model and forecast
    • 1.1.3. Industry insights and validation
    • 1.1.4. Definition and forecast parameters
  • 1.2. Data Sources
  • 1.2.1. Primary
  • 1.2.2. Secondary

Chapter 2: Executive Summary

  • 2.1. Outsourced customer care services industry 360 degree synopsis, 2013 - 2024
    • 2.1.1. Business trends
    • 2.1.2. Regional trends

Chapter 3: Outsourced Customer Care Services Industry Insights

  • 3.1. Industry segmentation
  • 3.2. Industry size and forecast, 2013 - 2024
  • 3.3. Industry ecosystem analysis
    • 3.3.1. Vendor matrix
  • 3.4. Technology & innovation landscape
  • 3.5. Regulatory landscape
    • 3.5.1. U.S.
    • 3.5.2. Europe
    • 3.5.3. APAC
    • 3.5.4. RoW
  • 3.6. Industry impact forces
    • 3.6.1. Growth drivers
      • 3.6.1.1. Transition towards host based customer service
      • 3.6.1.2. Demand for low cost services
      • 3.6.1.3. Low cost of resources
      • 3.6.1.4. Presence of bilingual and multi lingual agents
      • 3.6.1.5. Rising demand and presence of tax free zones
    • 3.6.2. Industry pitfalls & challenges
      • 3.6.2.1. Lack of transparency
      • 3.6.2.2. Hidden costs associated with outsourcing
  • 3.7. Growth potential analysis
  • 3.8. Competitive landscape, 2016
    • 3.9.1. Strategy dashboard
  • 3.9. Porter's analysis
  • 3.10. PESTEL analysis

Chapter 4: Outsourced Customer Care Services Market, by Service

  • 4.1. Global outsourced customer care services market share by service, 2016 & 2024
  • 4.2. CRM technology hosting
    • 4.2.1. CRM technology hosting market, 2013 - 2024
    • 4.2.2. CRM technology hosting market, by region, 2013 - 2024
  • 4.3. Fulfillment/Logistics
    • 4.3.1. Fulfillment/Logistics market, 2013 - 2024
    • 4.3.2. Fulfillment/Logistics market, by region, 2013 - 2024
  • 4.4. Customer interaction
    • 4.4.1. Customer interaction market, 2013 - 2024
    • 4.4.2. Customer interaction market, by region, 2013 - 2024

Chapter 5: Outsourced Customer Care Services Market, by Region

  • 6.1. Global outsourced customer care services market share by region, 2016 & 2024
  • 6.2. North America
    • 6.2.1. North America outsourced customer care services market, 2013 - 2024
    • 6.2.2. North America market estimates and forecast, by service, 2013 - 2024
    • 6.2.3. U.S.
      • 6.2.3.1. U.S. outsourced customer care services market, 2013 - 2024
      • 6.2.3.2. U.S. market by service, 2013 - 2024
    • 6.2.4. Canada
      • 6.2.4.1. Canada outsourced customer care services market, 2013 - 2024
      • 6.2.4.2. Canada market by service, 2013 - 2024
  • 6.3. Europe
    • 6.3.1. Europe outsourced customer care services market, 2013 - 2024
    • 6.3.2. Europe market estimates and forecast, by service, 2013 - 2024
    • 6.3.3. Germany
      • 6.3.3.1. Germany outsourced customer care services market, 2013 - 2024
      • 6.3.3.2. Germany market by service, 2013 - 2024
    • 6.3.4. UK
      • 6.3.5.1. UK outsourced customer care services market, 2013 - 2024
      • 6.3.5.2. UK market by service, 2013 - 2024
    • 6.3.5. France
      • 6.3.5.1. France outsourced customer care services market, 2013 - 2024
      • 6.3.5.2. France market by service, 2013 - 2024
    • 6.3.6. Italy
      • 6.3.6.1. Italy outsourced customer care services market, 2013 - 2024
      • 6.3.6.3. Italy market by service, 2013 - 2024
    • 6.3.7. Czech Republic
      • 6.3.7.1. Czech Republic outsourced customer care services market, 2013 - 2024
      • 6.3.7.2. Czech Republic market by service, 2013 - 2024
    • 6.3.8. Spain
      • 6.3.8.1. Spain outsourced customer care services market, 2013 - 2024
      • 6.3.8.2. Spain market by service, 2013 - 2024
    • 6.3.9. Poland
      • 6.3.8.1. Poland outsourced customer care services market, 2013 - 2024
      • 6.3.8.2. Poland market by service, 2013 - 2024
  • 6.4. Asia Pacific
    • 6.4.1. Asia Pacific outsourced customer care services market, 2013 - 2024
    • 6.4.2. Asia Pacific market estimates and forecast, by service, 2013 - 2024
    • 6.4.3. China
      • 6.4.4.1. China outsourced customer care services market, 2013 - 2024
      • 6.4.4.2. China market by service, 2013 - 2024
    • 6.4.4. Japan
      • 6.4.4.1. Japan outsourced customer care services market, 2013 - 2024
      • 6.4.4.2. Japan market by service, 2013 - 2024
    • 6.4.5. Philippines
      • 6.4.5.1. Philippines outsourced customer care services market, 2013 - 2024
      • 6.4.5.2. Philippines market by service, 2013 - 2024
    • 6.4.6. India
      • 6.4.6.1. India outsourced customer care services market, 2013 - 2024
      • 6.4.6.3. India market by service, 2013 - 2024
    • 6.4.6. Australia
      • 6.4.6.1. Australia outsourced customer care services market, 2013 - 2024
      • 6.4.6.3. Australia market by service, 2013 - 2024
  • 6.5. Latin America
    • 6.5.1. Latin America outsourced customer care services market, 2013 - 2024
    • 6.5.2. Latin America market estimates and forecast, by service, 2013 - 2024
    • 6.5.3. Brazil
      • 6.5.3.1. Brazil outsourced customer care services market, 2013 - 2024
      • 6.5.3.2. Brazil market by service, 2013 - 2024
    • 6.5.4. Mexico
      • 6.5.4.1. Mexico outsourced customer care services market, 2013 - 2024
      • 6.5.5.2. Mexico market by service, 2013 - 2024
  • 6.6. MEA
    • 6.6.1. MEA outsourced customer care services market, 2013 - 2024
    • 6.6.2. MEA market estimates and forecast, by service, 2013 - 2024
    • 6.5.3. South Africa
      • 6.5.4.1. South Africa outsourced customer care services market, 2013 - 2024
      • 6.5.4.2. South Africa market by service, 2013 - 2024

Chapter 7: Company Profiles

  • 7.1. Accenture
    • 7.1.1. Business Overview
    • 7.1.2. Financial Data
    • 7.1.3. Product Landscape
    • 7.1.4. Strategic Outlook
    • 7.1.5. SWOT Analysis
  • 7.2. Aegis
    • 7.2.1. Business Overview
    • 7.2.2. Financial Data
    • 7.2.3. Product Landscape
    • 7.2.4. Strategic Outlook
    • 7.2.5. SWOT Analysis
  • 7.3. Alorica
    • 7.3.1. Business Overview
    • 7.3.2. Financial Data
    • 7.3.3. Product Landscape
    • 7.3.4. Strategic Outlook
    • 7.2.5. SWOT Analysis
  • 7.4. Amdocs
    • 7.4.1. Business Overview
    • 7.4.2. Financial Data
    • 7.4.3. Product Landscape
    • 7.4.4. Strategic Outlook
    • 7.2.5. SWOT Analysis
  • 7.5. Convergys Corporation
    • 7.5.1. Business Overview
    • 7.5.2. Financial Data
    • 7.5.3. Product Landscape
    • 7.5.4. Strategic Outlook
    • 7.2.5. SWOT Analysis
  • 7.6. Expert Global Solutions
    • 7.6.1. Business Overview
    • 7.6.2. Financial Data
    • 7.6.3. Product Landscape
    • 7.6.4. Strategic Outlook
    • 7.2.5. SWOT Analysis
  • 7.7. Infosys
    • 7.7.1. Business Overview
    • 7.7.2. Financial Data
    • 7.7.3. Product Landscape
    • 7.7.4. Strategic Outlook
    • 7.2.5. SWOT Analysis
  • 7.8. Sitel Worldwide Corporation
    • 7.8.1. Business Overview
    • 7.8.2. Financial Data
    • 7.8.3. Product Landscape
    • 7.8.4. Strategic Outlook
    • 7.2.5. SWOT Analysis
  • 7.9. SPi Global
    • 7.9.1. Business Overview
    • 7.9.2. Financial Data
    • 7.9.3. Product Landscape
    • 7.9.4. Strategic Outlook
    • 7.2.5. SWOT Analysis
  • 7.10. StarTek Inc.
    • 7.10.1. Business Overview
    • 7.10.2. Financial Data
    • 7.10.3. Product Landscape
    • 7.10.4. Strategic Outlook
    • 7.2.5. SWOT Analysis
  • 7.11. Sykes Enterprises
    • 7.11.1. Business Overview
    • 7.11.2. Financial Data
    • 7.11.3. Product Landscape
    • 7.11.4. Strategic Outlook
    • 7.2.5. SWOT Analysis
  • 7.12. Synnex Corporation
    • 7.12.1. Business Overview
    • 7.12.2. Financial Data
    • 7.12.3. Product Landscape
    • 7.12.4. Strategic Outlook
    • 7.2.5. SWOT Analysis
  • 7.13. Teleperformance
    • 7.13.1. Business Overview
    • 7.13.2. Financial Data
    • 7.13.3. Product Landscape
    • 7.13.4. Strategic Outlook
    • 7.2.5. SWOT Analysis
  • 7.14. TeleTech Holdings Inc.
    • 7.13.1. Business Overview
    • 7.13.2. Financial Data
    • 7.13.3. Product Landscape
    • 7.13.4. Strategic Outlook
    • 7.2.5. SWOT Analysis
  • 7.15. Transcom Worldwide
    • 7.13.1. Business Overview
    • 7.13.2. Financial Data
    • 7.13.3. Product Landscape
    • 7.13.4. Strategic Outlook
    • 7.2.5. SWOT Analysis
  • 7.16. West Corporation
    • 7.13.1. Business Overview
    • 7.13.2. Financial Data
    • 7.13.3. Product Landscape
    • 7.13.4. Strategic Outlook
    • 7.2.5. SWOT Analysis

List of Tables

  • TABLE 1. Outsourced customer care services industry 360 degree synopsis, 2013 - 2024
  • TABLE 2. Global outsourced customer care services market revenue, 2013 - 2024
  • TABLE 3. Global market revenue by region, (USD Billion), 2013 - 2024
  • TABLE 4. Global market revenue by service, (USD Billion), 2013 - 2024
  • TABLE 5. Key company analysis, 2016
  • TABLE 6. Global customer interaction market demand (USD Billion), 2013 - 2024
  • TABLE 7. Global customer interaction demand by region (USD Billion), 2013 - 2024
  • TABLE 8. Global CRM technology hosting market demand (USD Billion), 2013 - 2024
  • TABLE 9. Global CRM technology hosting market demand by region (USD Billion), 2012 - 2022
  • TABLE 10. Global fulfillment/logistics market demand (USD Billion), 2013 - 2024
  • TABLE 11. Global fulfillment/logistics demand by region (USD Billion), 2013 - 2024
  • TABLE 12. North America market by service (USD Billion), 2013 - 2024
  • TABLE 13. North America customer interaction service market (USD Billion), 2013 - 2024
  • TABLE 14. North America CRM technology hosting market (USD Billion), 2013 - 2024
  • TABLE 15. North America fulfillment/logistics market (USD Billion), 2013 - 2024
  • TABLE 16. Europe market by service (USD Billion), 2013 - 2024
  • TABLE 17. Europe customer interaction service market (USD Billion), 2013 - 2024
  • TABLE 18. Europe CRM technology hosting market (USD Billion), 2013 - 2024
  • TABLE 19. Europe fulfillment/logistics market (USD Billion), 2013 - 2024
  • TABLE 20. Asia Pacific market by service (USD Billion), 2013 - 2024
  • TABLE 21. Asia Pacific customer interaction service market by service (USD Billion), 2013 -2024
  • TABLE 22. Asia Pacific CRM technology hosting market (USD Billion), 2013 - 2024
  • TABLE 23. Asia Pacific fulfillment/logistics market (USD Billion), 2013 - 2024
  • TABLE 24. Latin America market by service (USD Billion), 2013 - 2024
  • TABLE 25. Latin America customer interaction service market by service (USD Billion), 2013 - 2024
  • TABLE 26. Latin America CRM technology hosting market (USD Billion), 2013 - 2024
  • TABLE 27. Latin America fulfillment/logistics market (USD Billion), 2013 - 2024
  • TABLE 28. MEA market by service (USD Billion), 2013 - 2024
  • TABLE 29. MEA customer interaction service market by service (USD Billion), 2013 - 2024
  • TABLE 30. MEA CRM technology hosting market (USD Billion), 2013 - 2024
  • TABLE 31. MEA fulfillment/logistics market (USD Billion), 2013 - 2024

List of Figures

  • FIG. 1. Industry segmentation
  • FIG. 2. Global outsourced customer care services market, 2013 - 2024 (USD Billion)
  • FIG. 3. Industry ecosystem analysis
  • FIG. 4. Industry impact forces
  • FIG. 5. Growth potential analysis
  • FIG. 6. Porter's analysis
  • FIG. 7. PESTEL analysis
  • FIG. 8. Outsourced customer service market share by service, 2013 & 2024
  • FIG. 9. Global customer interaction demand (USD Billion), 2013 - 2024
  • FIG. 10. Global fulfillment/logistics demand (USD Billion), 2013 - 2024
  • FIG. 11. Global CRM technology hosting demand (USD Billion), 2013 - 2024
  • FIG. 12. Outsourced customer care services market share by region, 2013 & 2024
  • FIG. 13. North America market by service (USD Billion), 2013 - 2024
  • FIG. 14. Europe market by service (USD Billion), 2013 - 2024
  • FIG. 15. Asia Pacific market by service (USD Billion), 2013 - 2024
  • FIG. 16. Latin America market by service (USD Billion), 2013 - 2024
  • FIG. 17. MEA market by service (USD Billion), 2013 - 2024
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