Global outsourced consumer care services are expected to witness a significant growth over the forecast period owing to increased direct involvement of customers with the products and the companies. Today, various companies are trying their best to achieve higher-end user satisfaction.
In order to be in constant touch with their customers, companies make sure that they contact their existing and potential customers regularly to be able to know the needs and reviews about their products. This in turn needs to be done by a set of well-qualified customer care professionals who can cater to the customers in the best possible way. Companies have understood that providing the customers with an amazing experience can actually bring about a lot of difference to the business.
Customers are more connected to the business today, unlike the old days, which is a major reason for the growth of outsourced consumer care services market in the past few years. With the intention to modernize the customer experience, the companies have started focusing on customization and on increasing the involvement of customers in the business, products, and services.
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The current shift in the direction of cloud-based services is expected to assist companies and businesses to enter their respective markets. Also, the ability to reach the customers though mobile mediums and thus market their product has led to overall increase in the demand of global outsourced consumer care services market.
Improving the customer experience by offering personalized and customized interactions will lead to the overall increase in the outsourced customer care service market. Mobile customer service across different platforms, interaction via non-voice channels, and a transition in direction to host-based customer services in addition to social media and big data are expected to augment the global outsourced consumer care services market at a CAGR of 5.2% considering the forecast period from 2014 to 2020.
On the basis of services catered to, the global customer care market is segmented into customer relationship management, logistics, and customer interaction. Customer relationship management is all about managing and retaining existing customers and attracting potential customers in order to increase overall sales. Customer interaction is majorly used by companies to lure potential customers and engage the existing customers and it includes various activities including sales, customer care, marketing, product support, and technical support.
Various other activities included in outbound customer service are email & chat support, telemarketing, inbound & outbound calls, customer helpdesk, technical support, lead generation, billing, and collection. However, setting a dedicated customer service center is not only complex but incurs cost in recruitment, and hence, outsourcing the customer care services will provide better opportunities of gaining high customer satisfaction.
Many companies have taken the route of outsourcing, not only for providing customer support, but also for back-office duties like data processing and order management. Customer-driven services focus on aiding the customer with pre-sales and post-sales services to attain a higher customer retention rate in the rising competitive scenario. CRM enables the organizations to operate their key business areas and increase the return on investment.
Global outsourced customer care service market is segmented on the basis of regions into EMEA, South America, North America, and Asia Pacific. North America is expected to continue to be the largest regional market in the coming years. Mobility and communication channels are identified as the key factors leading to the growth of customer service market in North America.
Asia Pacific has been accounted the second largest region in the market due to its growth in mobile services market and wireless market .However, consumer’s concerns about data privacy and security may hamper the growth as they might prefer traditional customer care service over cloud-based or mobile services. Key players in the global outsourced customer care service market are Sykes Enterprises, Stream Global Services, Convergys Corporation, Teleperformance SA, and West Corporation.
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