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The Great Game: The Struggle for North America Leadership in Customer Care Outsourcing

  • October 2014
  • 93 pages
  • Frost & Sullivan
Report ID: 2432015

Summary

Table of Contents

2014 North America Contact Center Outsourcing Buyer’s Guide

This study is divided into four sections:

A. Section 1 provides analyst commentary on the most important market forces affecting outsourcing trends for 2014. This is based on extensive primary and secondary research. Given the maturity of the North American market, we expect that these trends will extend well into 2017.
B. Section 2 highlights the top-performing global BPO providers (as measured by their North America revenues specifically). The purpose is to provide enterprise organizations with a fundamental assessment of these providers and their capabilities in a single report. Each one of these companies strives to deliver excellent customer care and many have unique outsourcing solutions. Service providers are listed in alphabetical order.
C. Conclusion
D. Appendix and Exhibits

Note that the context of this report considers customer contacts (via both voice and non-voice channels) that originate in North America, regardless of whether the providers’ agent and automated services are delivered from onshore, near shore, or offshore sites (ie, revenues are derived from the activity of client customers that are based in North America, regardless of the fulfillment model).

Introduction

The ongoing jostle for pre-eminence in customer care BPO in the region of North America is entering an important new phase. Like the original “Great Game” – a foreign policy term associated with the geopolitical machinations of the Great Powers and regional powers vying for geopolitical standing and influence in Central Asia – the business struggle sketched out in this Frost & Sullivan research guide is perhaps only slightly less colorful. Rising regional powers such as Teleperformance, Qualfon, and Alorica now face an alliance of Convergys and Stream Global Services, while South Asia-headquartered players such as Firstsource and Aegis only grow in confidence and aggression. A gallery of leaders of varied backgrounds and their staffs map out plans for victory – some coming, many going, a choice few staying – as the landscape flickers with the fog of battle and the heat of their ambitions.

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