Proactive customer care programs continue to rise in popularity as companies seek to deliver unique, personalized messages to their consumers. This applies to message alerts, fundraising, collection efforts and traditional up selling/cross-selling telesales campaigns. In fact, the boost in outbound collections calls from contact centers in North America, are being driven by an increase in business and consumer receivables.
New analysis from Frost & Sullivan (contactcenters.frost.com), North America Outbound Dialing Services Market reveals that the market earned revenues of $126.2 million in 2006 and estimates this to reach over $206.7 million in 2013.
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“Although the North American outbound dialing market is mature and largely saturated, it continues to grow,” notes Frost & Sullivan Strategic Analyst Michael DeSalles. “This is largely due to the escalation in debt collection activity and the benefits derived from proactive customer care initiatives.”
To provide outstanding customer experience at a lower cost is a major challenge for contact centers. Competitiveness among outbound vendors compounds the issue as end users struggle to filter through the myriad choices in the market.
Outbound centers in North America use creative ways to enhance the customer experience through high quality agent interactions. Targeted outbound calling, not only to existing customers but also to newly acquired ones, is the key to expanding company value and branding.
Enterprises looking to replace legacy dialing systems look for fully integrated outbound solutions that integrate seamlessly with existing telephony infrastructure and that offer multi-channel contact capabilities. Vendors that can offer the market outbound solutions that support proactive campaigns, manipulate/collate customer data and generate meaningful real-time and historical reports will enjoy greater acceptance.
“The market demand for unified solutions represents a rich, viable opportunity for outbound vendors,” adds DeSalles. “Small and medium-sized business are showing keen interest in hosted outbound offerings, given the low upfront cost, fast implementation and attractive ‘pay-as-you-use’ pricing model.“
IP technology enhancements, along with hosted contact center offerings, have become important drivers for outbound market growth. The market opportunity is greater for recurring revenues and solid margins in hosted solutions and automated outbound notifications, alerts and information access.
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North America Outbound Dialing Services Market