INTRODUCTION AND PURPOSE
The North American Customer Care Outsourcing market is going through monumental changes that impact service delivery models, locations of delivery centers, and market strategies. Business Process Outsourcers (BPOs) in the customer care, support and sales arena are rapidly expanding their presence around the globe to serve new clients, acquire expanded language expertise and offer services from even more locations. BPOs are accelerating that growth, primarily through mergers and acquisitions (M&A).
This Frost Perspective will highlight a number of large BPO M& transactions that have transpired in the last 6 years to understand the drivers, patterns and trends.
Outsourcers provide customized, high quality customer care services and solutions to market leaders in the communications, retail, healthcare, consumer goods, government, travel & entertainment and financial services industries. Activities include customer service, sales, acquisitions, collections, technical support and help desk.
Customer care outsourcers offer a multitude of benefits to their client base. This includes eliminating capital expenses, flexibility to address new markets, access to qualified call center agents, reduced costs, advanced management techniques and the opportunity to gain access to state-of-the-art technology without massive financial outlays. Service provider solutions help clients increase the lifetime value of their end-user customer relationships.
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