IDC Competitive Landscape Study Indicates Unstable Business Environment Can Be Both Boon and Challenge for Outsourced Customer Care Providers
FRAMINGHAM, MA – April 8, 2008 – The year 2008 has brought with it troubling economic news and a generally unstable business environment, and providers of outsourced customer care are maneuvering for competitive advantage while at the same time positioning to mitigate risks. For such players to effectively capitalize on customer care service market opportunities several key winning attributes will be essential. These include demonstrating expertise in CRM strategies and processes, building successful partnerships, and offering a best shore alternative, among other approaches.
"For 2008, we examine a wide range of outsourced customer care providers across the globe to illustrate how competitive this space has become and how the top players are finding their way in a changing world," said Stephen Loynd, program manager, Contact Center Services. "Moreover, the onslaught of grim economic news makes this study particularly timely as it bears out much of what IDC has been positing over the past few years – that diversification strategies for things such as revenue streams and service delivery are essential to success.”
Key findings of this study include:
* Players from all across the globe continue to emerge and gain traction
* Currency movements are impacting BPO players in a number of ways
* Today’s economy may make some captive centers worthwhile targets for outsourcing
The 125 page research report, Worldwide Contact Center Services, 2008 Vendor Profiles: Customer Care in Volatile Times, (IDC #210949) highlights the changing market and competitive landscape for customer care BPO services. Based on in-depth research of the worldwide outsourcing services industry, this study profiles providers that are solid examples of leadership and innovation. Considering factors such as revenue, thought leadership, innovation, and potential in the contact center services market, IDC selected 36 companies to be benchmarked and profiled in this study.
IDC is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. IDC helps IT professionals, business executives, and the investment community make fact-based decisions on technology purchases and business strategy. More than 900 IDC analysts provide global, regional, and local expertise on technology and industry opportunities and trends in over 90 countries worldwide. For more than 43 years, IDC has provided strategic insights to help our clients achieve their key business objectives. IDC is a subsidiary of IDG, the world's leading technology media, research, and events company. You can learn more about IDC by visiting www.idc.com .