Worldwide and U.S. Customer Care BPO Services 2009-2013 Forecast

Publication Date	March 2009
Publisher	IDC
Product Type	Report
Pages	28
ISBN Number	not applicable
Product Code	IDC07392

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Summary

This IDC study is a forecast update that examines the impact of today's economy on the market for outsourced customer care.

"Arguably, the unstable business environment IDC spoke of in last year's market forecast and competitive landscape has become even more troubling today. If late 2008 and early 2009 have been the winter of our discontent, what does the future hold for customer care BPO service providers?" - Stephen Loynd, program manager, IDC Contact Center Services program.

Content

IDC Opinion
In This Study
- Methodology
Situation Overview
- Introduction
- Assess Current Situation
Future Outlook
- Forecast and Assumptions
  - Worldwide Market Review
  - Table: Worldwide and U.S. Customer Care Services Revenue, 2006 and 2013 ($M)
  - Table: Key Forecast Assumptions for the Worldwide and U.S. Customer Care Services Market, 2009-2013
  - Worldwide Contact Center Services: Market Forecast by Service Offering
  - Table: Worldwide Customer Care Services Revenue by Service Activity, 2006-2013 ($M)
    - Forecast in Review
    - Outsourcing Services
  - Worldwide Customer Care Services: Market Forecast by Region
  - Table: Worldwide Customer Care Services Revenue by Region, 2006-2013 ($M)
    - Americas
      - Regional Supply Dynamics
    - Asia/Pacific
      - Regional Supply Dynamics
    - EMEA
      - Regional Supply Dynamics
  - Worldwide Customer Care Services: Interaction Services by Service Activity
    - Service Activities
    - Table: Worldwide Customer Care Interaction Services Revenue by Service Activity, 2006-2013 ($M)
    - Campaign Mix
    - Revenue by Service Activity, 2009
  - U.S. Customer Care Services: Market Forecast by Service Offering
    - Forecast in Review
  - U.S. Customer Care Services: Interaction Services by Service Activity
    - Service Activities
    - Table: U.S. Customer Care Services Revenue by Service Activity, 2006-2013 ($M)
    - Campaign Mix
    - Table: U.S. Customer Care Interaction Services Revenue by Service Activity, 2006-2013 ($M)
- Market Context
  - Revenue by Service Activity, 2009 and Beyond
  - Table: Worldwide Customer Care Services Revenue, 2006-2013: Comparison of May 2008 and March 2009 Forecasts ($M)
  - Figure: Worldwide Customer Care Services Revenue, 2006-2013: Comparison of May 2008 and March 2009 Forecasts
Essential Guidance
Learn More
- Related Research
- Methodology
  - Historical Market Values and Exchange Rates
  - Table: Exchange Rates, 2003-2008 (%)
- Synopsis