Growth Verticals: Customer Care Outsourcing North America

Challenges and Keys to Driving Greater Market Penetration
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Published: 4 Feb 2015

The market for outsourcing customer care in North America is fragmented and competitive. There are less than a dozen global Tier-I outsourcing firms that continue to dominate the industry. Our studies have concluded that in the next 3-5 years customer-care providers will be laser-focused on vertical growth. This Market Insight will focus on the top verticals forecasted to have the fastest growth from 2014 to 2018. In preparing this report, Frost & Sullivan conducted interviews with executives from the following BPO companies: Alorica, Concentrix, Firstsource, The Minacs Groupa, and TeleTech.



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