The global
outsourced
customer care services market is growing to fulfill new
expectations of end client. Companies are realizing customer
experience as the real differentiator rather than the product and
services offered by the companies. This makes it difficult for
companies to achieve competitive differentiation. In addition,
customers are becoming more connected than ever. This acts as a
driver for market growth. Modernizing customer experience differ from
the traditional customer relationship management (CRM). New
opportunities are developing owing to more customization offered by
customer care BPO service providers to use their expertise. This is
intended for modernizing the customer experience.
The global
outsourced customer care services market is likely to have double
digit market growth in near future. Shift towards cloud-based
services is likely to profit small and large businesses and assist in
entering emerging markets. High demand for mobility is estimated to
stimulate the demand for optimization of mobile customer care. This
is expected to have a optimistic effect on the market in the next few
years.
The need of
multi-channel solution development is mounting owing to the rising
need for non voice channels in addition with other means of
communication. Social customer care channels are expected to offer
sizable opportunities for revenue generation to market players.
security concerns and data privacy amid end users are vital for
driving the adoption of host based customer care such as home agents.
Factors such as growing technological advancements and change in
consumer behavior are stimulating the need of efficient outsourced
customer care services.
The market is
segmented by customer care service activity, which includes
logistics, Customer relationship management and customer interaction.
Customer interaction includes customer care, sales, marketing,
technical support and product support. Customer interaction services
are widely used by the companies for retaining the customers.
Activities in customer interaction service include inbound and
outbound calls, email and chat support, lead generation,
telemarketing (up selling/ cross selling), technical support,
customer helpdesk, billing and collection among others. In present
business world, running a customer interaction center is complex
owing to involvement of continuously increasing equipment costs,
recruiting problems and rapidly changing technological issues. Call
center outsourcing offers many companies with the huge opportunities
for better customer experience and satisfaction.
Call center
outsourcing is able to remove these obstacles which allow a company
to pay attention on its primary business activities. Customer
interaction services outsourcing help companies to better manage
customer relationships, utilize high quality services at cheaper
rates, provide 24/7 customer service, decrease costs, manage,
maintain and increase market coverage.
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Industry players are
focusing at ensuring customer loyalty and customer retention in order
to sustain in the market with substantial profit margins. Complying
with changing customer requirements effectively and providing
multichannel solutions are some of the major criteria for
sustainability in the market. Some of the key market players include
Teleperformance SA, Stream Global Services, Convergys Corporation,
West Corporation and Sykes Enterprises among others.
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