The global contact center outsourcing market was valued at almost USD82 billion in 2016 and is expected to reach around USD126 billion by 2021
Procurement market intelligence analysts have announced its latest market research report on contact center outsourcing for the period 2017-2021. This market analysis discusses the major drivers and key emerging trends that will influence the growth of the contact center outsourcing market during the forecast period. Some of the top vendors listed in this industry analysis include Teleperformance, Convergys, Xerox, Concentrix, and TeleTech.
In terms of geographical analysis, the Americas is the largest shareholder in the global market, with a market share of around 50%. The US and Canada are the key revenue generating countries in the region.
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According to Angad Singh, a category specialist at Technavio for research on category spend intelligence, “The adoption of digital platforms in the global contact center outsourcing market is currently on the rise. Digital channels such as mobile applications and websites offer easy-to-use pre-designed layouts and a standardized look and feel. Digital channels are rapidly becoming popular among customers owing to their user-friendliness.”
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The new procurement market intelligence report analyzes some of the key drivers and trends responsible for the growth of this market and its sub-segments.
Focus on customer-centric business strategies
With the increasing adoption of the customer-centric business approach, organizations not only need to earn better revenue but also need to acquire and retain customers for long periods of time. Third-party contact centers possess the expertise to manage customers efficiently and provide customer-specific insights, which increased organizations’ dependency on them. Such an approach is driving the outsourcing market, which is expected to grow at a CAGR of 9% till 2020.
Lack of in-house platform integration expertise
As the market is witnessing an increased adoption of the omni-channel model, buyers are faced with the need to gain expertise through the smooth integration of various platforms. As a result, buyers are prompted to outsource contact center requirements to third-party service providers that specialize in such integrating activities and offer unified communication platforms.
Innovation in technology
Technological innovations such as omni-channel service delivery, virtual assistance, analytics, and automation are being increasingly adopted by suppliers. The adoption of such innovative technologies reduces the dependency on voice-only mediums, enhances customer satisfaction, and offers greater visibility about the customers’ expectations. Such an approach is encouraging buyers in the market to outsource contact center operations to third-party service providers.
A more detailed analysis is available in the procurement market intelligence report titled, ‘Global Contact Center Outsourcing Market – Procurement Market Intelligence 2017.’
