What is Customer Experience Outsourcing Services?
Customer experience is defined by the experiences a person has during their overall journey with a product or service. Customer interaction plays an important role in every business, as it helps to build an emotional bond with a brand throughout the buyer’s journey, from marketing to service and everything in between. Customer experience outsourcing means an organization hires a third party to manage customer interactions and communications. In today’s time, most businesses are transferring part of customer experience to the contact centers or call centers to reduce financial costs and reduce the employees’ burden so that they can focus on other important tasks of an organization. The CX outsourcing service providers use cutting-edge solutions to improve customer experience service.
The market study is broken down and major geographies with country level break-up.
The key manufacturers are targeting the innovations of the products with better quality, better technical characteristics, and also assist in providing and humanizing the after-sale service to the consumers. The key players are probable to keep a stronghold on the market over the anticipated period. The key players are accepting strategic decisions and are thinking upon mergers and acquisitions in order to maintain their presence in the market. Analysts at AMA Research estimates that Players from United Kingdom will contribute to the maximum growth of Global Customer Experience Outsourcing Services market throughout the predicted period. Established and emerging Players should take a closer view at their existing organizations and reinvent traditional business and operating models to adapt to the future.
TELUS International (Canada), LiveOps (United States), UpCall (United States), Sensee (United Kingdom), Working Solutions (United States), Capita (United Kingdom), Sitel (United States), Serco (United Kingdom), Ventrica (United Kingdom), Ascensos (United Kingdom) and Sykes (United Kingdom) are some of the key players that are part of study coverage.
AdvanceMarketAnalytics has segmented the market of Global Customer Experience Outsourcing Services market by Type, Application and Region.
On the basis of geography, the market of Customer Experience Outsourcing Services has been segmented into South America (Brazil, Argentina, Rest of South America), Asia Pacific (China, Japan, India, South Korea, Taiwan, Australia, Rest of Asia-Pacific), Europe (Germany, France, Italy, United Kingdom, Netherlands, Rest of Europe), MEA (Middle East, Africa), North America (United States, Canada, Mexico). If we see Market by Vertical, the sub-segment i.e. BFSI will boost the Customer Experience Outsourcing Services market. Additionally, the rising demand from SMEs and various industry verticals gives enough cushion to market growth. If we see Market by Service, the sub-segment i.e. Customer Care will boost the Customer Experience Outsourcing Services market. Additionally, the rising demand from SMEs and various industry verticals gives enough cushion to market growth.
Market Leaders and their expansionary development strategies
In January 2020, Accenture acquired Maihiro to boost customer experience and experience management capabilities for SAP solutions. Maihiro is a leading SAP-based customer experience and customer relationship management consulting, optimization, and ongoing enhancement services provider. The acquisition will help to strengthen Accenture’s world-class SAP capabilities, create solutions for clients that drive innovation and transformation in marketing, sales, and customer service.
In April 2020, TELUS International announced the launch of Work Anywhere, a holistic customer support solution to connect companies with their customers easily and securely via a highly engaged, remote workforce and the latest cloud-based CX technology.
- Launching Next-generation Intelligent, Automated, and Self-service Solutions to Improve Customer Experience Outsourcing.
- Increasing Focus to Provide Better Customer Experience and Reduce IT cost, Labor Arbitrage, etc.
- To Provide 24x7 Customer Care Support.
- Growing Retail & E-commerce Sector Due to Increasing Preference for Online Shopping.
- Increasing Privacy and Security Concerns.
- Less Quality Control and Standards.
Key Target AudienceNew Entrants/Investors, Analysts and Strategic Business Planners, Customer Experience Outsourcing Service Providers, Omnichannel Contact Centers, Venture Capitalists and Private Equity Firms, Government Regulatory and Research Organizations, End-users and Others
About ApproachTo evaluate and validate the market size various sources including primary and secondary analysis is utilized. AMA Research follows regulatory standards such as NAICS/SIC/ICB/TRCB, to have the better understanding of the market. The market study is conducted on basis of more than 200 companies dealing in the market regional as well as global areas with purpose to understand companys positioning regarding market value, volume and their market share for regional as well as global.
Further to bring relevance specific to any niche market we set and apply number of criteria like Geographic Footprints, Regional Segments of Revenue, Operational Centres, etc. The next step is to finalize a team (In-House + Data Agencies) who then starts collecting C & D level executives and profiles, Industry experts, Opinion leaders etc. and work towards appointment generation.
The primary research is performed by taking the interviews of executives of various companies dealing in the market as well as using the survey reports, research institute, and latest research reports. Meanwhile, analyst team keeps preparing set of questionnaires and after getting appointee list; the target audience are then tapped and segregated with various mediums and channels that are feasible for making connection that includes email communication, telephonic, skype, LinkedIn Group & InMail, Community Forums, Community Forums, open Survey, SurveyMonkey etc.
Frequently Asked Questions (FAQ):
1. What all players are profiled in the study?
The standard version of the report profiles players such as TELUS International (Canada), LiveOps (United States), UpCall (United States), Sensee (United Kingdom), Working Solutions (United States), Capita (United Kingdom), Sitel (United States), Serco (United Kingdom), Ventrica (United Kingdom), Ascensos (United Kingdom) and Sykes (United Kingdom) etc.
2. Can we have customized study for Customer Experience Outsourcing Services Market?
The Study can be customized subject to feasibility and data availability. Please connect with our sales representative for further information.
3. What would be the Market Size of Customer Experience Outsourcing Services Market by 2026?
Analysts at AMA estimates Customer Experience Outsourcing Services Market to reach USD Million by 2026.