Blog

Contract Center Outsourcing Market Gets Better with Age

0
0

0
0
0

The global Contact Center Outsourcing (CCO) market grew at 7 percent in 2013, reaching US$70-75 billion, according to recent research from the Everest Group, according to a new Everest Group report, Contact Center Outsourcing – Annual Report 2014: Changing Times, Evolving Value Proposition.

With buyers maturing in sophistication, the value proposition of CCO has moved beyond labour arbitrage; service providers are increasingly focusing on process improvement and business outcomes to deliver cost savings and revenue growth.

Along with a higher number of new deals, 2013 also witnessed a high number of terminations, highlighting buyers’ intentions to consolidate their portfolio and drive more value from current engagements.

Since 2009, CCO has witnessed steady growth with increasing contract activity. Along with higher number of new deals, 2013 also witnessed high number of terminations, highlighting buyers’ intentions to consolidate their portfolio and also drive more value from their current engagements.

With buyers maturing, CCO value proposition has changed over time to move beyond labor arbitrage. This has brought about a shift in CCO solution characteristics including adoption of multi-channel contact center solution, industry-specific solution, and value-added services to drive process improvement and business outcomes.
July 1, 2014
Comments

Leave a Reply

Your email address will not be published. Required fields are marked *


You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <strike> <strong>

9 + 1 =