• English
  • Korean
  • Chinese
市場調査レポート - 240660

世界および米国におけるアウトソースの顧客ケアサービス市場:予測

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

発行 IDC
出版日 ページ情報 英文 25 Pages
電子版即納可
価格
世界および米国におけるアウトソースの顧客ケアサービス市場:予測 Worldwide and U.S. Outsourced Customer Care Services 2014-2018 Forecast
出版日: 2014年05月20日 ページ情報: 英文 25 Pages
概要

世界におけるアウトソース(外部委託)の顧客ケアサービス市場は、5年間のCAGRで5.9%の成長が見込まれ、2018年には813億米ドルの規模に達すると予測されています。

当レポートでは、世界および米国におけるアウトソースの顧客ケアサービス市場について調査分析し、予測の前提条件、市場成長促進要因などに焦点を当てて、市場予測を提供し、概略以下の構成でお届けいたします。

IDCの見解

調査概要

  • 調査手法

概況

将来の展望

  • 予測と前提条件
    • 世界におけるアウトソースの顧客ケアサービス支出
      • 世界におけるアウトソースの顧客ケアサービス&相互サービス支出:サービス活動別
      • 米国におけるアウトソースの顧客ケアサービス&相互サービス支出:サービス活動別
  • 市場の背景

主な提言

  • 考慮すべき活動
  • 調査手法

参考資料

  • 関連調査
  • 要約

図表

このページに掲載されている内容は最新版と異なる場合があります。詳細はお問い合わせください。

目次

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

List of Tables

  • 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 (%)

List of Figures

  • 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
Back to Top