Customer Care Services Continues to Gain Solid Traction Over Next 12-18 Months With Healthy Market Growth Through 2009, IDC Says

FRAMINGHAM, MA – APRIL 4, 2005 – Driven by a growing interest in business process outsourcing (BPO) and offshoring, customer care services will continue to gain solid traction over the next 12-18 months and experience healthy growth through 2009, according to a newly released IDC study.

"In light of the current economic climate, opportunities are increasingly emerging within the worldwide and U.S. customer care services marketplace," said Brian J. Bingham, director of CRM and Customer Care research at IDC. "Being attuned to cost containment, ROI, and business process optimization, however, must be the mantra if service providers plan to thrive and succeed."

IDC recommends the following actions for providers of customer care BPO services:

— Build tactical and strategic partnerships

— Focus on delivering value to clients through transformational outsourcing

— Consider delving into related areas of BPO such as Finance & Accounting and HR

— Sell the training/certification of customer service representatives (CSRs)

— Offer a "bestshore" or "rightshore" alternative, providing clients with the right mix of onshore, nearshore and offshore contact center solutions.

"Becoming a world-class outsourcer will require the facilitation of a suite of services in a range of categories, for an array of prospects or clients," adds Bingham. "The ultimate goal would be to grow a holistic business process outsourcing offering around specific service areas."

The IDC study, Worldwide and U.S. Customer Care and BPO Services 2005-2009 Forecast and Analysis (IDC #33021), presents the annual update to the five-year forecast for the worldwide and U.S. market for customer care services. The study identifies and quantifies the impact of recent trends and events influencing the customer care services opportunity through year-end 2004 and their impact on the five-year forecast, with particular attention paid to the near-term years: 2004, 2005, and 2006.

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