Frost & Sullivan

Information & Communication Technologies


North American Contact Center Outsourcing Markets

This research study looks at market trends, drivers, and restraints for the North American contact center outsourcing market. Contact center services provided by outsourcers include customer service, tech support/help-desk, sales, collections, and other BPO services. This study provides market size, revenue forecasts and breakdown of the market by industry vertical, business function, and live agent versus automated interactions. Market shares for the leading outsourcers are also provided. The study also profiles about 30 customer care outsourcers, including large global outsourcers, smaller work-at-home agent (WAHA) providers, and some of the leading offshore providers.
Published: 9 Feb 2012

1. Market Overview

1.1 Summary of Major Findings

a. Market Overview

b. Market Trends

c. Market Update: Home Agent Growth and Best Practices

d. Market Drivers

e. Market Restraints

2. Market Analysis

2.1 Market Forecasts

a. Revenue Forecast

b. Market Pricing Models

3. Competitive Analysis

3.1 Market Share Analysis

a. Competitive Analysis

b. Market Share Analysis

c. Outsourcer Profiles

3.2 Growth Strategies

a. Growth Strategies

b. Growth Strategies for Outsourcing Providers

c. Provide Social Media Solutions

d. Meet and Exceed Current Security and Compliance Standards

e. Continually Improve Work-at-home Agent (WAHA) Model

f. Offer a Variety of Solutions and Choices

Features of this Research

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