In today’s scenario outsourcing is an emerging phenomenon in different sectors. The outsourced customer care services market is providing several opportunities for businesses and companies to produce revenue and meet requirements. These services enable companies to better manage their consumers and cater to their requirements in an efficient manner. It also aids the firms in concentrating on their core competencies accompanied by offering cost benefits. Increasing technological innovations and variations in consumer behavior are stimulating the demand for an efficient market.This growth is primarily driven by Growing Competition, Customer Satisfaction and Customer-Centric Services are of Prime Importance for an Organization and Rising Demand for Outsourcing for Minimizing Overhead Cost, Enhancing Operational Flexibility and Increasing Service Levels.
Globally, a noticeable market trend is evident Using Host-based Delivery such as with Home Agents to Host-based Call Center Services. Major Players, such as Sykes Enterprises (United States), Synnex Corporation (United States), TeleTech Holdings Inc. (United States), Teleperformance SE (France), Transcom WorldWide AB (Sweden), West Corporation (United States), Infosys (India), StarTek Inc. (United States), Expert Global Solutions (United States), Accenture plc (Ireland) and Amdocs (United States) etc have either set up their manufacturing facilities or are planning to start new provision in the dominated region in the upcoming years.
Key Developments in the Market:
In Aug 2020, TTEC Holdings, Inc.announced that it agreed to acquire VoiceFoundry, a global partner of Amazon Web Services, creating an end-to-end CX delivery solution for Amazon Connect.
In Aug 2020, Intrado Corporation, a global leader in technology-enabled services, announced today that it has acquired Junction Networks, Inc. d.b.a. OnSIP, a provider of Unified Communications as a Service (“UCaaS”) and collaboration.
- Growing Competition, Customer Satisfaction and Customer-Centric Services are of Prime Importance for an Organization
- Rising Demand for Outsourcing for Minimizing Overhead Cost, Enhancing Operational Flexibility and Increasing Service Levels
- Using Host-based Delivery such as with Home Agents to Host-based Call Center Services
Growing Number of Industries Around the Globe and Rising Spendings on IT & Telecommunication Industry
Hidden costs associated with outsourcing
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