Outsourced Customer Care Services Market Growth and Analysis Report 2020: Radiant Insights, Inc Global outsourced customer care services market is projected to reach USD 84.7 billion by 2020, as per a new research report by Radiant Insights, Inc. Swelling need for interaction through non-voice channels is estimated to boost global demand over the forecast period. Customer service was the leading customer interaction activity segment and was valued USD 22.3 billion in 2014. It is expected to observe significant gains, with estimate of USD 30.4 billion by 2020 at 5.3% over the coming years. It takes care of the customers need by delivering professional high quality service and continues to help before and after the customer's necessities are met. This is expected to help leaders gain industry share on account of growing awareness regarding personalization and promptness in service delivery. Sales service is projected to reach USD 19.1 billion by 2020, at an estimated CAGR of 4.1% from 2014 to 2020. The focus on efficient and effective mobile customer care is increasing, with buyers looking for mobility services across various platforms. Growing cloud and host-based services, along with trends such as social media and big data are expected to strengthen industry competition over the forecast period. Aging workforce in developed market coupled with escalating demand from Asia Pacific region is acting as growth opportunities. View Full Report with TOC http://www.radiantinsights.com/research/outsourced-customer-care-servicesmarket
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Key report insights suggest: • Global outsourced customer care services market was valued USD 62.5 billion in 2014, with estimation of USD 84.7 billion by 2020, growing at 5.2% from 2014 to 2020 • Global demand in customer interactive service activity was USD 51.6 billion in 2014 which is probable to exceed USD 68.6 billion by 2020, growing at a CAGR of 12.1% from 2014 to 2020. It consists of communications across various channels such as e-mail, instant messaging, telephone, social media and SMS.
• North America outsourced customer care services leads the regional demand with industry share of 55.1% in 2014. Mounting infrastructure facilities and delivering active customer care services has boost the demand in the region. In addition, it is expected to observe an increased demand for CRM hosting services and tech support services, which can be attributed to technological sound and sophisticated population. • Asia Pacific is expected grow at high rates as compared to all the other regions. The region is expected to grow at a CAGR of 7.4% up to 2020 owing to the accessibility of cost effective labor, fluent in English. • Major portion of the industry share was help by top ten key industry participants in 2013. Chief manufacturers include Accenture, Infosys, Aegis, Amdocs, Convergys Corporation, Expert Global Solutions, Synnex Corporation, Transcom Worldwide and StarTek Inc among others. For the purpose of this report, Radiant Insights has segmented the outsourced customer care services market on the basis of service activity and region: View Full Report with TOC http://www.radiantinsights.com/research/outsourced-customer-care-servicesmarket
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Global Outsourced Customer Care Services Activity Overview (Revenue, USD Million, 2012 - 2020) • CRM Technology Hosting • Fulfillment/Logistics • Customer Interaction Global Outsourced Customer Care Services Regional Overview (Revenue, USD Million, 2012 - 2020) • North America • EMEA • Asia Pacific • South America
Table of Contents Chapter 1
Executive Summary
Chapter 2 Outsourced Customer Care Services Industry Overview 2.1 Market segmentation 2.2 Market Size and growth prospects, 2012 - 2020 2.3 Outsourced Customer Care Services – Value Chain Analysis 2.4 Outsourced Customer Care Services – Market Dynamics 2.5 Key opportunities - Prioritized 2.6 Industry Analysis – Porter’s 2.7 Outsourced Customer Care Services – Key Company Analysis 2.8 Outsourced Customer Care Services – PESTEL Analysis Chapter 3 Outsourced Customer Care Service Activity Overview 3.1 Outsourced customer service market share by activity, 2013 & 2020 3.2 Customer Interaction 3.2.1 Customer Service 3.2.2 Sales 3.2.3 Marketing 3.2.4 Technical Support/Help Desk 3.3 Fulfillment/Logistics 3.4 CRM Technology Hosting View Full Report with TOC http://www.radiantinsights.com/research/outsourced-customer-care-servicesmarket
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Chapter 4 Outsourced Customer Care Service Regional Overview 4.1 Outsourced customer care services market share by region, 2013 & 2020 4.2 North America 4.2.1 North America market by activity, 2012 – 2020 4.2.1.1 North America outsourced customer interaction service market by activity, 2012 – 2020 4.3 EMEA 4.3.1 EMEA market by activity, 2012 – 2020 4.3.1.1 EMEA outsourced customer interaction service market by activity, 2012 – 2020 4.4 Asia Pacific 4.4.1 Asia Pacific market by activity, 2012 – 2020
4.4.1.1 2020 4.5 4.5.1 4.5.1.1 2020
Asia Pacific outsourced customer interaction service market by activity, 2012 – South America South America market by activity, 2012 – 2020 South America outsourced customer interaction service market by activity, 2012 –
Chapter 5 Competitive Landscape 5.1 Accenture 5.1.1 Company Overview 5.1.2 Financial Performance 5.1.3 Product Benchmarking 5.1.4 Strategic Initiatives 5.2 Aegis 5.2.1 Company Overview 5.2.2 Financial Performance 5.2.3 Product Benchmarking 5.2.4 Strategic Initiative 5.3 Alorica 5.3.1 Company Overview 5.3.2 Financial Performance 5.3.3 Product Benchmarking View Full Report with TOC http://www.radiantinsights.com/research/outsourced-customer-care-servicesmarket 5.3.4 5.4 5.4.1 5.4.2 5.4.3 5.4.4 5.5 5.5.1 5.5.2 5.5.3 5.5.4 5.6
Strategic Initiatives Amdocs Company Overview Financial Performance Product Benchmarking Strategic Initiatives Convergys Corporation Company Overview Financial Performance Product Benchmarking Strategic Initiatives Expert Global Solutions (APAC Customer Services, Inc.)
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5.6.1 5.6.2 5.6.3 5.6.4 5.7 5.7.1 5.7.2 5.7.3 5.7.4 5.8 5.8.1 5.8.2 5.8.3 5.8.4 5.9 5.9.1 5.9.2 5.9.3
Company Overview Financial Performance Product Benchmarking Strategic Initiatives Infosys Company Overview Financial Performance Product Benchmarking Strategic Initiatives Sitel Worldwide Corporation Company Overview Financial Performance Product Benchmarking Strategic Initiatives SPi Global Company Overview Financial Performance Product Benchmarking
View Full Report with TOC http://www.radiantinsights.com/research/outsourced-customer-care-servicesmarket 5.9.4 5.10 5.10.1 5.10.2 5.10.3 5.10.4 5.11 5.11.1 5.11.2 5.11.3 5.12 5.12.1 5.12.2 5.12.3 5.12.4 5.13
Strategic Initiatives StarTek Inc. Company Overview Financial Performance Product Benchmarking Strategic Initiatives Sykes Enterprises Company Overview Financial Performance Product Benchmarking Synnex Corporation Company Overview Financial Performance Product Benchmarking Strategic Initiatives Teleperformance
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5.13.1 5.13.2 5.13.3 5.13.4 5.14 5.14.1 5.14.2 5.14.3 5.14.4 5.15 5.15.1 5.15.2 5.15.3 5.15.4 5.16 5.16.1 5.16.2 5.16.3 5.16.4
Company Overview Financial Performance Product Benchmarking Strategic Initiatives TeleTech Holdings Inc. Company Overview Financial Performance Product Benchmarking Strategic Initiatives Transcom Worldwide Company Overview Financial Performance Product Benchmarking Strategic Initiatives West Corporation Company Overview Financial Performance Product Benchmarking Strategic Initiatives
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Chapter 6 Methodology and Scope 6.1 Research Methodology 6.2 Research Scope & Assumptions 6.3 List of Data Sources List of Tables TABLE 1 Outsourced Customer Care Services – Industry Summary & Critical Success Factors (CSFs) TABLE 2 Global outsourced customer care services market revenue, 2012 - 2020 TABLE 3 Global outsourced customer care services market revenue by region, (USD Million), 2012 - 2020 TABLE 4 Global outsourced customer care services market revenue by service activity, (USD Million), 2012 - 2020
TABLE 5 Global customer interaction market revenue by service activity, (USD Million), 2012 - 2020 TABLE 6 Key company analysis TABLE 7 Global customer interaction market demand (USD Million), 2012 – 2020 TABLE 8 Global customer interaction demand by region (USD Million), 2012 - 2020 TABLE 9 Global customer service demand by region (USD Million), 2012 - 2020 TABLE 10 Global customer interaction sales demand by region (USD Million), 2012 - 2020 TABLE 11 Global customer interaction demand in marketing by region (USD Million), 2012 - 2020 TABLE 12 Global technical support demand by region (USD Million), 2012 - 2020 TABLE 13 Global fulfillment/logistics market demand (Revenue), 2012 – 2020 TABLE 14 Global fulfillment/logistics demand by region (USD Million), 2012 - 2020 TABLE 15 Global CRM technology hosting market demand (USD Million), 2012 – 2020 View Full Report with TOC http://www.radiantinsights.com/research/outsourced-customer-care-servicesmarket
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TABLE 16 Global CRM technology hosting demand by region (USD Million), 2012 2020 TABLE 17 North America market by activity (USD Million), 2012 – 2020 TABLE 18 North America customer interaction service market by activity (USD Million), 2012 – 2020 TABLE 19 EMEA market by activity (USD Million), 2012 – 2020 TABLE 20 EMEA customer interaction service market by activity (USD Million), 2012 – 2020 TABLE 21 Asia Pacific market by activity (USD Million), 2012 – 2020 TABLE 22 Asia Pacific customer interaction service market by activity (USD Million), 2012 – 2020 TABLE 23 South America market by activity (USD Million), 2012 – 2020 TABLE 24 South America customer interaction service market by activity (USD Million), 2012 – 2020
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