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

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.

Table Of Contents

Growth Verticals: Customer Care Outsourcing North America : Challenges and Keys to Driving Greater Market Penetration
Introduction 3
Domain Expertise Ranks High 4
Vertical Breakout and Revenue Forecast 5
Outsourcing Activities by Vertical 6
Company Profiles 7
Alorica 7
Concentrix 8
Firstsource 9
The Minacs Group 10
TeleTech 11
Vertical Growth Challenges: Analyst Summary 12
Healthcare 12
Hi Tech 13
Banking and Financial Services 13
Telecommunications 14
Concluding Remarks 15
Legal Disclaimer 16
The Frost and Sullivan Story 17

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