Past perceptions of loss of control over customer interactions are diminishing as providers in this market deploy successful implementations, offer advanced services, and publish customer success stories.
New analysis from Frost & Sullivan (contactcenter.frost.com), North American Contact Center Outsourcing Markets, finds that the market revenues are estimated to reach $28.70 billion by 2014.
If you are interested in a virtual brochure, which provides manufacturers, end-users, and other industry participants with an overview of the North American contact center outsourcing markets, then send an email to Christina Alfaro, Corporate Communications, at christina.alfaro[.]frost.com, with your full name, company name, title, telephone number, company email address, company website, city, state and country. Upon receipt of the above information, an overview will be sent to you by email.
"Despite the economic downturn, market participants have high expectations for continued expansion plans with new and existing clients into 2009 and beyond," notes Frost & Sullivan Strategic Analyst Michael DeSalles. "Outsourcers offer a multitude of benefits to their client base, including eliminating capital expenses, flexibility, access to qualified labor, reduced costs, advanced management techniques, and the opportunity to gain access to state of the art technology without massive financial outlays."
Several market participants report that they have moved to better align their sales forces with client demand for vertical expertise, especially in the dominant financial services vertical and others, such as, telecomm, travel, and healthcare. Additionally, many leading outsourcers have recognized client plans to accelerate sales and marketing activity in the burgeoning U.S. Hispanic market. In response, they have strategically established a contact center presence to support both English and Spanish-language calls.
The most evident challenge in call centers today is one of complexity. This includes increased diversity and complexity of products and services, offered consumer demand for speed and multi channel media touches, increased emphasis on cross-selling and up-selling, and confusing legislation and regulatory compliance issues.
"It is increasingly common for clients in North America to require 'blended' delivery models, using a combination of onshore, near shore and offshore customer contact centers," explains DeSalles. "The offshore option provides clients with lower labor costs and 'follow the sun' service provisioning, while blended includes the work-at-home model and outbound value messaging."
Those providers offering multiple solutions and agent models, such as client in-house agents, vendor brick-and-mortar agents, self-service options, and work-at-home/remote agents, are in a favorable position to take advantage of the market growth. Outsourcing firms that have CEO support to execute a solid security strategy, by way of an established internal security practice, will be very well prepared to meet these important client demands for data privacy, security certifications, and regulatory compliance.
North American Contact Center Outsourcing Markets is part of the Contact Centers Growth Partnership Service program, which also includes research in the following markets: North America, Europe, Middle East, Africa (EMEA), and Asia Pacific. All research services included in subscriptions provide detailed market opportunities and industry trends that have been evaluated following extensive interviews with market participants.
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North American Contact Center Outsourcing Markets / N477