USD
GBP 
CNY 
EUR 
INR 
JPY 
MYR 
ZAR 
KRW 
THB 
Contact Center Outsourcing
23-Jun-2014
North America
Customer Research
NCD0-01-00-00-00
IT00697-NA-CR_01928
The overall research objective of this research service was to investigate the current and future outsourcing trends in the North American contact centers. Nearly half of the respondents outsource some customer care activities. Large contact center organizations are greater users of outsourcing than medium and small contact center organizations. Companies that outsource have about half of their outsourced agents in North America, and India has the highest share of outsourced offshore agents. On the whole, companies that outsource contact center functions use an average of 3 outsourcers. For companies that do not outsource and do not plan to outsource, quality and security concerns are the top restraining factors.
Research Background and Objectives
Methodology
Methodology (continued)
Overall Firmagraphic Details
Executive Summary
Customer Care Outsourcing Adoption
Customer Care Functions Currently Outsourced and Planned to be Outsourced
Currently Outsourced Customer Care Functions by Country
Currently Outsourced Customer Care Functions y Contact Center Size
Currently Outsourced Customer Care Functions by Industry
Customer Care Functions Planned to be Outsourced by Country
Customer Care Functions Planned to be Outsourced by Contact Center Size
Customer Care Functions Planned to be Outsourced by Industry
Contact Channels/Interactions Currently Handled and Planned to be Handled by Outsourcers
Contact Channels/Interactions Currently Handled by Outsourcers by Country
Contact Channels/Interactions Currently Handled by Outsourcers by Contact Center Size
Contact Channels/Interactions Currently Handled by Outsourcers by Industry
Contact Channels/Interactions Planned to be Handled by Outsourcers by Country
Contact Channels/Interactions Planned to be Handled by Outsourcers by Contact Center Size
Contact Channels/Interactions Planned to be Handled by Outsourcers by Industry
Current and Future Level of Priority to Deliver Consistent and Seamless Customer Experiences
Current Level of Priority to Deliver Consistent and Seamless Customer Experiences
Expected Level of Priority to Deliver Consistent and Seamless Customer Experiences
Current and Future Proportions of Outsourced Contact Center Seats/Agents
Current and Future Proportions of Outsourced Contact Center Seats/Agents (continued)
Locations of Current and Expected Outsourcing
Locations of Currently Outsourced Contact Centers by Country
Locations of Currently Outsourced Contact Centers by Contact Center Size
Locations of Currently Outsourced Contact Centers by Industry
Locations of Contact Centers Planned to be Outsourced by Country
Locations of Contact Centers Planned to be Outsourced by Contact Center Size
Locations of Contact Centers Planned to be Outsourced by Industry
Average Number of Outsourcers Currently Used and Planned to be Used
Current and Future Factors in Outsourcer Selection
Important Factors in Current Outsourcer Selection by Country
Important Factors in Current Outsourcer by Contact Center Size
Important Factors in Current Outsourcer Selection by Industry
Important Factors in Future Outsourcer Selection by Country
Important Factors in Future Outsourcer Selection by Contact Center Size
Important Factors in Future Outsourcer Selection by Industry
Restraints to Using Outsourcers by Country
Restraints to Using Outsourcers by Contact Center Size
Restraints to Using Outsourcers by Industry
Legal Disclaimer
Business Functions
The Frost & Sullivan Story
Value Proposition: Future of Your Company & Career
Global Perspective
Industry Convergence
360º Research Perspective
Implementation Excellence
Our Blue Ocean Strategy
Speak directly with our analytics experts for tailored recommendations.
Recent related Contact Centers research
10 Sep 2026 | Global | Market Research
From Risk to Advantage
This analyst insight examines the market forces driving AI adoption in CX management and explains why governance must evolve alongside automation. It outlines the operational and compliance risks of poorly governed AI, identifies the core pillars of effective governance, and provides a practical roa...
09 Sep 2026 | Global | Technology Research
Unified Cloud Control: The Emergence of Intelligent Multi-Cloud Management Platforms, 2026-2030
This report emerges as the evolution of an integrated cloud manipulation management system as complementary technology for employer cloud manipulation management systems to enable businesses to manage increasingly distributed workloads in public, private, hybrid, edge, and sovereign clouds in one ma...
02 Sep 2026 | Global | Market Research
CX Unfiltered: Industry Trends Redefining Customer Obsession
This report examines the transformation of the Customer Experience (CX) Management and Business Process Outsourcing (BPO) industry as artificial intelligence (AI), automation, and evolving enterprise expectations re-shape traditional service delivery models. Drawing on insights from Frost & Sullivan...
03 Aug 2026 | Asia Pacific | Frost Radar
Frost Radar™: Customer Experience Platforms in Asia-Pacific, 2026
Customer experience (CX) platforms serve as the operational and intelligence layer through which organizations manage, orchestrate, and continuously optimize customer interactions across every channel and touchpoint. As contact centers evolve beyond traditional voice interactions to include digital ...
17 Jul 2026 | Latin America | Frost Radar
Frost Radar™: Customer Experience Platforms in Latin America, 2026
Customer experience (CX) platforms orchestrate the complexity of modern customer interactions across multiple channels and touchpoints along the entire customer journey, delivering seamless, consistent, and personalized customer experiences. Frost & Sullivan research on this industry includes close ...
Purchase includes:
- Report download
- Growth Dialog™ with our experts
Growth Dialog™
A tailored session with you where we identify the:- Strategic Imperatives
- Growth Opportunities
- Best Practices
- Companies to Action
Impacting your company's future growth potential.
| Deliverable Type | Customer Research |
|---|---|
| No Index | Yes |
| Podcast | No |
| Industries | Information Technology |
| WIP Number | NCD0-01-00-00-00 |
| Is Prebook | No |
Enterprise Priorities in North America
$10,000.00
Special Price $7,500.00 save 25 %