Outsourced Customer Care Services Market 2020 Outsourced Customer Care Services Market

Outsourced Customer Care Services Market is projected to reach
USD 84.7 billion by 2020: Radiant Insights, Inc
Published on: Nov 17, 2015
Global outsourced customer care services market is projected to reach USD 84.7 billion by 2020, as per a
new research report by Radiant Insights, Inc. Swelling need for interaction through non-voice channels is
estimated to boost global demand over the forecast period.
Customer service was the leading customer interaction activity segment and was valued USD 22.3 billion
in 2014. It is expected to observe significant gains, with estimate of USD 30.4 billion by 2020 at 5.3%
over the coming years. It takes care of the customers need by delivering professional high quality service
and continues to help before and after the customer's necessities are met. This is expected to help leaders
gain industry share on account of growing awareness regarding personalization and promptness in service
delivery. Sales service is projected to reach USD 19.1 billion by 2020, at an estimated CAGR of 4.1%
from 2014 to 2020.
The focus on efficient and effective mobile customer care is increasing, with buyers looking for mobility
services across various platforms. Growing cloud and host-based services, along with trends such as
social media and big data are expected to strengthen industry competition over the forecast period. Aging
workforce in developed market coupled with escalating demand from Asia Pacific region is acting as
growth opportunities.
The report “Outsourced Customer Care Services Market Size, Share, Report, 2020” is available
now to Radiant Insights customers and can also be purchased directly at:
http://www.radiantinsights.com/research/outsourced-customer-care-services-market
Key report insights suggest:
•
Global outsourced customer care services market was valued USD 62.5 billion in 2014, with
estimation of USD 84.7 billion by 2020, growing at 5.2% from 2014 to 2020
•
Global demand in customer interactive service activity was USD 51.6 billion in 2014 which is
probable to exceed USD 68.6 billion by 2020, growing at a CAGR of 12.1% from 2014 to 2020. It
consists of communications across various channels such as e-mail, instant messaging, telephone, social
media and SMS.
•
North America outsourced customer care services leads the regional demand with industry share
of 55.1% in 2014. Mounting infrastructure facilities and delivering active customer care services has
boost the demand in the region. In addition, it is expected to observe an increased demand for CRM
hosting services and tech support services, which can be attributed to technological sound and
sophisticated population.