Growth Verticals: Customer Care Outsourcing North America

Challenges and Keys to Driving Greater Market Penetration

  • Research Code : 9857-00-58-00-00
  • SKU : IT00162-NA-MR_01156
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  • Release Date : 04-Feb-2015
  • Region : North America
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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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