Worldwide and U.S. Outsourced Customer Care Services 2014-2018 Forecast

  • May 2014
  • By IDC
  • 25 pages

Worldwide and U.S. Outsourced Customer Care Services 2014-2018 Forecast

  • May 2014
  • By IDC
  • 25 pages

This IDC study provides IDC's forecast for the worldwide outsourced customer care services market for 2014-2018. 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 5.9%, reaching $81.3 billion in 2018.

"The customer care business process outsourcing (BPO) services market has reached a high level of maturity, yet the dynamics of customer interactions are causing a fundamental shift in the demand for and delivery of these services," said Melissa O'Brien, research analyst, Worldwide Customer Care BPO Services at IDC. "The dynamic changes in the way that customers connect with companies combined with companies' newly focused look at customer experience (CX) are pushing customer care BPO service providers to move deeper into their clients' operations and have a greater impact on how they operate. Customer care BPO service providers are using IDC's four pillars of the '3rd Platform' -- cloud, social, mobile, and big data -- to help transform and modernize the way their clients approach their customer engagement and drive growth in this market."

Table of Contents

IDC Opinion

In This Study

Methodology

Situation Overview

Future Outlook

Forecast and Assumptions

Worldwide Outsourced Customer Care Services Spending

Worldwide Outsourced Customer Care Services Spending by Service Activity

U.S. Outsourced Customer Care Services and Interaction Services Spending by Service Activity

Market Context

Essential Guidance

Learn More

Related Research

Methodology

Historical Market Values and Exchange Rates

Synopsis

Table: Top 3 Assumptions for the Worldwide and U.S. Outsourced Customer Care Services Market, 2014-2018

Table: Key Forecast Assumptions for the Worldwide and U.S. Outsourced Customer Care Services Market, 2014-2018

Table: Worldwide Outsourced Customer Care Services Spending by Region, 2008-2018 ($M)

Table: Worldwide Outsourced Customer Care Services Spending by Service Activity, 2008-2018 ($M)

Table: U.S. Outsourced Customer Care Services Spending by Service Activity, 2008-2018 ($M)

Table: U.S. Outsourced Customer Care Interaction Services Spending by Service Activity, 2008-2018 ($M)

Table: Worldwide Outsourced Customer Care Services Spending, 2008-2018: Comparison of May 2013 and May 2014 Forecasts ($M)

Table: Exchange Rates, 2006-2013 (%)

Figure: The Customer Experience Shift

Figure: Worldwide Outsourced Customer Care Services Spending Share by Region, 2013 and 2018

Figure: Worldwide Outsourced Customer Care Services Spending Growth by Region, 2008-2018

Figure: Worldwide Outsourced Customer Care Services Spending, 2008-2018: Comparison of May 2013 and May 2014 Forecasts

Figure: Worldwide Outsourced Customer Care Services Spending Growth 2009-2018: Comparison of May 2013 and May 2014 Forecasts