This IDC study provides IDC's forecast for the worldwide outsourced customer care services market for 2012-2016. 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 5.7%, reaching $73.0 billion in 2016.
"IDC expects that the worldwide customer care services market, aka contact center services, will experience important changes as a result of the different ways companies and consumers are now communicating with one another. The traditional view of a customer care outsourcer is moving from a largely agent- and voice-based service to a strategic, multichannel, and sometimes transformational service," said Melissa O'Brien, research analyst, Contact Center Services at IDC. "Newer delivery models such as hosted contact center services and home-based agents are addressing some of these changes with a flexible and geographically agnostic value proposition, among other elements such as cost effectiveness. As these trends evolve, the ecosystem of providers is shifting along with it, allowing for more options and a broader landscape of providers for customers to choose from. The changing interactions and evolving ecosystem are poised to change the traditional customer care provider's value proposition to one of a more strategic partner and to shake up the provider landscape."
Table of Contents
IDC Opinion
In This Study
Methodology
Situation Overview
Key Market Trends
Social Customer Care
Mobile Customer Care
Home-Based Agent Delivery
Hosted Contact Center Services
Increasing Popularity of Consulting and Analytics Services
Future Outlook
Forecast and Assumptions
Worldwide Outsourced Customer Care Services Spending
Worldwide Outsourced Customer Care Services and Interaction Services Spending by Service Activity
U.S. Outsourced Customer Care Services and Interaction Services Spending by Service Activity
Market Context
Essential Guidance
Actions to Consider
Methodology
Historical Market Values and Exchange Rates
Learn More
Related Research
Synopsis
Table: Top 3 Assumptions for the Worldwide and U.S. Outsourced Customer Care Services Market, 2012-2016
Table: Key Forecast Assumptions for the Worldwide and U.S. Outsourced Customer Care Services Market, 2012-2016
Table: Worldwide Outsourced Customer Care Services Spending by Region, 2006-2016 ($M)
Table: Worldwide Outsourced Customer Care Services Spending by Service Activity, 2006-2016 ($M)
Table: Worldwide Outsourced Customer Care Interaction Services Spending by Service Activity, 2006-2016 ($M)
Table: U.S. Outsourced Customer Care Services Spending by Service Activity, 2006-2016 ($M)
Table: U.S. Outsourced Customer Care Interaction Services Spending by Service Activity, 2006-2016 ($M)
Table: Worldwide Outsourced Customer Care Services Spending, 2006-2016: Comparison of May 2011 and May 2012 Forecasts ($M)
Table: Exchange Rates, 2003-2011 (%)
Figure: Shift in Interaction Types
Figure: Level of Interest in Information-Based Services
Figure: Current and Planned Use of Contact Center Services
Figure: Worldwide Outsourced Customer Care Services Spending Share by Region, 2011 and 2016
Figure: Worldwide Outsourced Customer Care Services Spending Growth by Region, 2006-2016
Figure: Worldwide Outsourced Customer Care Services Spending, 2006-2016: Comparison of May 2011 and May 2012 Forecasts
Figure: Worldwide Outsourced Customer Care Services Spending Growth, 2007-2016: Comparison of May 2011 and May 2012 Forecasts
