Outsourced Customer Care Services Market Analysis, Share, Regional Outlook, Industry Trends, Competitive Strategies and Segment Forecast, 2012 to 2020

Hexa Research Inc.

Industry Research,Custom Research & Consulting

Outsourced Customer Care Services Market Analysis,

Share, Regional Outlook, Industry Trends, Competitive

Strategies And Segment Forecast, 2012 To 2020

Industry Overview

Global outsourced customer care services market size is forecast to exceed USD 84.5 billion by 2020, at

5% over next few years. Surging demand for interaction through non-voice channels is expected to be a

key driving force for the global industry. Companies have traditionally been relying on Customer

Relationship Management (CRM) for dealing with customers. Improving overall customer experience

involves offering customized and personalized interaction, which is a continuous process.

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Asia Pacific outsourced customer care services market was valued USD 10 billion in 2013 and is likely to

grow at 7% over the forecast period. Emergence of India and Philippines as preferred outsourcing

destinations owing to the availability of cheap labor and fluency in English have played a pivotal role in

regional demand growth.

Hexa Research Inc.

Industry Research,Custom Research & Consulting

The focus on effective mobile customer care is steadily rising, with buyers looking for mobility services

across different platforms. Growing cloud and host-based services, along with trends such as big data

and social media are expected to intensify market competition over the next few years.

Vendor selection is one of the key deciding factors for the success of an outsourced customer care

services market. Companies conduct several checks to ensure that they are about to commence

business process outsourcing with a trusted vendor. The increasing use of host-based and cloud-based

services has made customer care services affordable and has enabled greater penetration into broader

sets, particularly SMBs resulting in...