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市場調査レポート

米国における在宅エージェントのカスタマーケアBPOサービス市場:予測

U.S. Home-Based Agent Customer Care BPO Services 2014-2018 Forecast

発行 IDC 商品コード 251823
出版日 ページ情報 英文 22 Pages
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米国における在宅エージェントのカスタマーケアBPOサービス市場:予測 U.S. Home-Based Agent Customer Care BPO Services 2014-2018 Forecast
出版日: 2014年09月10日 ページ情報: 英文 22 Pages

当商品の販売は、2016年10月03日を持ちまして終了しました。

概要

米国における在宅エージェントのカスタマーケアBPO(ビジネスプロセスアウトソーシング)サービス市場は、2018年に71億米ドルに達し、CAGRで21.9%の成長が見込まれています。

当レポートでは、米国における在宅エージェントのカスタマーケアBPOサービス市場について調査分析し、市場の変化と成長を促す前提条件と促進要因に焦点を当てて、市場予測を提供します。

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
    • 在宅エージェントのカスタマーケアBPOサービスの支出予測
    • 在宅エージェントの成長予測
  • 市場の背景

主な提言

参考資料

  • 関連調査
  • 要約

図表

目次
Product Code: 250461

This IDC study provides IDC's forecast for the U.S. home-based agent customer care BPO services market for 2014-2018. IDC estimates that spending on customer care BPO using home-based delivery was $2.6 billion in 2013 and will increase at a CAGR of 21.9% to $7.1 billion in 2018.

"Home-based agents are continuing to play a greater role in delivery of customer care BPO services. Demand for home-based agents and hosted contact services (both are virtual and on-demand models) is affecting the dynamics of the provider ecosystem, providing new challenges and opportunities for established customer care providers and new entrants to the market," said Melissa O'Brien, research analyst, Worldwide Customer Care BPO. "Adoption of home-based agents for customer care is becoming mainstream, with the majority of respondents to a recent demand-side survey indicating that they are using home-based agents in some capacity, whether with internal agents only or outsourced agents or both. IDC believes that the outsourced contingent of agents (the focus of this study) will continue to grow as an important piece of BPO providers' overall delivery capabilities."

Table of Contents

IDC Opinion

In This Study

  • Methodology

Situation Overview

Future Outlook

  • Forecast and Assumptions
    • Home-Based Agent Customer Care BPO Services Spending Forecast
    • U.S. Home-Based Agent Growth Forecast
  • Market Context

Essential Guidance

Learn More

  • Related Research
  • Synopsis

List of Tables

  • Table: Top 3 Assumptions for the U.S. Home-Based Agent Customer Care BPO Services Market, 2014-2018
  • Table: Key Forecast Assumptions for the U.S. Home-Based Agent Customer Care BPO Services Market, 2014-2018
  • Table: U.S. Home-Based Agent Customer Care BPO Services Spending, 2008-2018
  • Table: U.S. Home-Based Agents, 2008-2018
  • Table: U.S. Home-Based Agent Customer Care BPO Services Spending, 2008-2018: Comparison of September 2014 and September 2012 Forecasts ($M)

List of Figures

  • Figure: Home-Based Agent Adoption
  • Figure: Top Benefits of Using Home-Based Agents
  • Figure: U.S. Home-Based Agent Customer Care BPO Services Spending Growth, 2009-2018
  • Figure: U.S. Outsourced Home-Based Agent Customer Care BPO Services Versus Overall Customer Care Interactions Spending Growth, 2009-2018
  • Figure: U.S. Outsourced Home-Based Agent Spending Share, 2013 and 2018
  • Figure: U.S. Home-Based Agent Customer Care BPO Services and Agent Head Count Growth, 2010-2018
  • Figure: U.S. Home-Based Agent Customer Care BPO Services Spending, 2008-2018: Comparison of September 2014 and September 2012 Forecasts
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