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

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

  • May 2015
  • 33 pages
  • ID: 2975850

Summary

Table of Contents

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."

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