North American Contact Center Outsourcing Market

Digital Transformation Drives Vendor Consolidation

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This market analysis study provides market sizing and forecasts for the North American contact center outsourcing market. The North American market revenue represents outsourced revenues associated with customer interactions that originated in North America, regardless of fulfillment model. This includes onshore, nearshore, offshore, home-agent, automated, and technology-based solutions. This market analysis research is provided in excel format. The study provides breakdown and forecasts by fulfillment platform, industry vertical, service function, and fulfillment region. The study also provides market shares for the leading outsourcers in the market.

Table of Contents

1. Market Definitions
2. Contact Center Outsourcing Market: Market Drivers and Restraints, North America, 2014–2019
Drivers
Business uncertainties and pressure to reduce costs drive demand for outsourced services
Superior multichannel capabilities of outsourcers, over enterprise in-house capabilities
Breadth and depth of technology solutions offered by outsourcers for customer interaction management
Deeper vertical-specific capabilities and solutions offered by outsourcers
Potential for growth in healthcare, technology, and telecom sectors
Demand for blended delivery models (onshore, offshore, nearshore, home-agent, automated solutions)
Pricing gains and new revenue streams for providers from value-add services and solutions
Restraints
Rapidly changing customer interaction landscape extends sales cycles for outsourced providers
Dampened economic growth reduces customer interaction volumes in many industries
Client demand for automated/self-service solutions reduces traditional call volume
In-sourcing of outsourced operations due to security or quality or other concerns
Shrinking market opportunities for providers that mainly compete on low cost or labor arbitrage
Willingness of smaller providers to invest in higher-value solutions and capabilities
Political uncertainties weigh in on enterprise decisions to outsource
3. Contact Center Outsourcing Market: Revenue Forecast by Service Platform, North America, 2013–2019
4. Contact Center Outsourcing Market: Revenue Forecast by Industry Vertical, North America, 2013–2019
5. Contact Center Outsourcing Market: Revenue Forecast by Service Function, North America, 2013–2019
6. Contact Center Outsourcing Market: Revenue Forecast by Fulfillment Region, North America, 2013–2019
7. Contact Center Outsourcing Market: Market Share by Revenue, North America, 2014
Convergys
Teleperformance
Sykes Enterprises
TeleTech
West Corp.
Expert Global Solutions
Others
8. Key Takeaways


List of Figures & Charts

1. Contact Center Outsourcing Market: Market Drivers and Restraints, North America, 2014–2019
2. Contact Center Outsourcing Market: Revenue Forecast by Service Platform, North America, 2013–2019
3. Contact Center Outsourcing Market: Revenue Forecast by Industry Vertical, North America, 2013–2019
4. Contact Center Outsourcing Market: Revenue Forecast by Service Function, North America, 2013–2019
5. Contact Center Outsourcing Market: Revenue Forecast by Fulfillment Region, North America, 2013–2019
6. Contact Center Outsourcing Market: Market Share by Revenue, North America, 2014



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