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Growth Verticals: Customer Care Outsourcing North America : Challenges and Keys to Driving Greater Market Penetration

  • February 2015
  • 17 pages
  • Frost & Sullivan
Report ID: 2672046

Summary

Table of Contents

Introduction

The North American contact center outsourcing market - which is quite mature and fragmented - is being driven by inbound customer care, acquisitions, sales, and technical support. Customer care outsourcing firms report to Frost & Sullivan that they face a set of key challenges, including the need to contain cost, drive out agent inefficiencies, deliver high quality interactions for clients, and grow top-line revenues, while still achieving the highest levels of customer satisfaction for clients. Those same clients are seeking Business Process Outsourcing (BPO) solutions in the following vertical industries:
- Telecommunications
- Banking, Financial Services & Insurance
- Hi Tech
- Healthcare
- Retail and Consumer Goods
- Travel and Hospitality
- Government and Education
- Manufacturing
- Media and Entertainment
- Utilities

The market for the outsourcing of customer care in North America is very fragmented and fiercely competitive. There are fewer than a dozen global Tier I outsourcing firms that continue to dominate the industry. Our studies have concluded, in the next 3- years, that customer care providers are laser-focused on vertical growth. This Market Insight will focus on the top verticals forecasted to grow the most quickly from 2014 to 2018. In preparing this report, Frost & Sullivan conducted interviews with executives from the following BPO companies:
- Alorica - Todd Werner, SVP Sales & Marketing
- Concentrix- Jyllene Miller, SVP of Client Engagement Strategy
- Firstsource - Mike Roy, VP of Strategy, Channels and Advisor Relations
- The Minacs Group – Neri Basque, VP Solutions Architecture and IT Governance
- TeleTech – Mark Grindeland, Chief Marketing Officer
Please note that the insights and opinions expressed in this assessment are those of Frost & Sullivan and have been developed through our research and analysis. These expressed insights and opinions do not necessarily reflect the views of the company executives cited here.

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