Opportunities Abound for Customer Care Services, IDC Says

FRAMINGHAM, MA – MAY 23, 2001 – Customer care initiatives continue to be a priority throughout corporate America, and IDC believes this is good news for IT service providers.


"Enterprise companies increasingly are signing contracts with third-party service firms for the delivery of Internet and non-Internet-based customer care initiatives," said Brian Bingham, senior analyst for IDC’s eCustomer Care Services research program.

In a recent IDC survey of over 200 U.S. corporate executives with influence in their company’s customer care strategies, more than 75% of respondents said customer care is a priority for their organization. Approximately 27% of respondents said they currently use a service provider for these initiatives, and another 29% said they would use a service provider or consider using one in the future.

IDC’s survey indicates companies in the professional services, healthcare, insurance, and banking industries will in general represent the best opportunities for service providers. IDC also learned clients are demanding flexibility and diversity of offerings.

"To succeed in the customer care services market, service providers will have to offer diverse, specialized, and even a la carte offerings," Bingham said. "Offering a broad set of full business process capabilities may help garner more comprehensive contracts, but having skills and competencies in several niche areas surrounding the provision of customer care will more than double the chances of winning specialized and potentially higher-value contracts."

Results from IDC’s survey are published in the new report Opportunities Abound for Customer Care Services: A Look into the Demand for Outsourced eCustomer Care (IDC #B24532). The report examines the priority of Internet and non-Internet-based customer care initiatives, spending on these initiatives, and willingness to outsource or "insource" the projects. Results are segmented by industry.

To purchase this report, contact Jim Nagle at 1-800-343-4952, extension 4549, or at jnagle@idc.com.

For more information on eCustomer Care Services program, please contact Jill Toole at jtoole@idc.com.

About IDC

IDC is the foremost global market intelligence and advisory firm helping clients gain insight into technology and ebusiness trends to develop sound business strategies. Using a combination of rigorous primary research, in-depth analysis, and client interaction, IDC forecasts worldwide markets and trends to deliver dependable service and client advice. More than 700 analysts in 43 countries provide global research with local content. IDC's customers comprise the world’s leading IT suppliers, IT organizations, ebusiness companies and the financial community. Additional information can be found at www.idc.com.

IDC is a division of IDG, the world's leading IT media, research and exposition company.


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