The North American contact center outsourcing market continues to see impressive growth. This is especially true given the strategic, financial and technological factors fuelling the thirst for outsourced contact center services. Organizations today are increasingly looking to focus on core competencies, while also striving to improve service quality by building brand equity and loyalty through exceptional customer interactions.
New analysis from Frost & Sullivan (contactcenters.frost.com), North American Contact Center Outsourcing Markets, finds that this market earned revenues of $20.7 billion in 2006 and estimates this to reach $27.5 billion in 2013.
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"On the whole, outsourcing providers continue to prove their mettle by managing customer interactions at a lower cost with consistently better results than in-house contact centers," notes Frost & Sullivan Strategic Analyst Michael DeSalles. "Work-at-home agent (WAHA) providers play an important role in engagements that span the full spectrum of industry verticals including financial services, retail, travel and hospitality."
The current positive U.S. economic climate, coupled with greater acceptance of call center outsourcing across business verticals, will give rise to promising market growth in the future. Outsourcing firms must contain cost, improve agent efficiencies and deliver high quality interactions in order to remain competitive in this market. Outsourcing has been a way for companies to subcontract business functions that are outside of their core competency and can be done at a lower cost. This movement is fueled by industry participants' ability to use a mix of on-shore, near-shore, and offshore facilities to provide continuous, round-the-clock coverage for their clients in every corner of the world.
However, the most evident challenge in call centers today is one of complexity. Frost & Sullivan believes that there are a myriad of factors that have contributed to this in blended inbound and outbound call centers. While increasingly diverse and complex products and services are now being offered, there is also sharp increase in consumer demand for speed and multi-channel media touches.
"In this highly competitive market, organizations are looking to drive process improvements by moving the needle on service quality to enhance brand equity," says DeSalles. "Meeting end-user demand for quality and speed in a multi-channel environment is a challenge for even the most experienced outsourcers."
The real market opportunity lies in gaining more wallet share from existing client engagements and from prospects that operate in-house contact centers. Providers looking to add new logos to their client list must address all aspects of risk mitigation in order to attract these potential customers. In some cases, it could mean an internal re-design of the sales and service delivery channel to align more closely with what the client's objectives and goals. New clients are looking for industry-centric solutions from providers that have a history of measurable results.
North American Outsourced Contact Center Services Market, part of the Contact Center Services Subscription, provides an overview of this subset of the business process outsourcing (BPO) industry. It includes a complete analysis of key market challenges, drivers, restraints and trends that are impacting market penetration as well as growth. In this research service, Frost & Sullivan's expert analysis thoroughly outlines market size, market share of major providers, and pricing strategies. Interviews are available to the press.
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