The North American contact center outsourcing market is experiencing a wave of transitions sparked off by the passage of the National Do-Not-Call (DNC) legislation and the upsurge in global outsourcing. Along with projections estimating that millions of U.S.-based call center jobs will be lost, the growing efficiency of customer service methods has led to the closure of several large call centers. Many leading outsourcers have noted the changes being brought about by these trends, and are gearing up to deal with the associated challenges. With growing restrictions on outbound dialing and call centers moving offshore, savvy outsourcers are now focusing on developing high-value inbound services that aim to improve customer metrics.

This research studies the North American contact center outsourcing market. It assesses the strategies adopted by leading outsourcers in response to shifting market trends and examines the growth prospects of those outsourcers that have been unable to adapt to the changes. It also assesses market share and forecasts overall industry growth.

Demonstrating High Ethical Standards Likely to Favor Outsourcers

Stringent new laws restricting outbound dialing are not expected to pose a problem to organizations that have diligently adhered to state do-not-call lists, which have been in existence for many years. In fact, smart outsourcers can leverage this opportunity to demonstrate their commitment to raising industry-wide standards of conduct, enhancing customer satisfaction, and providing superior service to potential clients. "Self-regulation by the industry is as effective as legal regulation, and companies with high ethics are best-positioned to form long-term profitable client relationships," remarks the analyst of this research.

Outsourcers can also consider leveraging their significant technical expertise to integrate the various technologies comprising a contact center solution. Offering such managed services solutions will help them meet the needs of clients that prefer to staff their contact centers in-house, but seek the flexibility and price/performance ratio benefits that an outsourced solution provides.

Partnering with Systems Integrators and Consulting Firms Could Enhance Value Proposition

Large consulting firms have started entering the customer care outsourcing market, lured by the increasing demand for these services. Traditional outsourcers can utilize this opportunity to partner these firms in ways that help them fulfill distinct portions of a client contract. "Thus, a system integrator may provide a technology solution, a consulting firm may provide service in a particular business process, and the call center outsourcer may provide customer care and sales services," says the analyst.

With businesses seeking ways to provide quality service to clients and help them cut costs, outsourcers that provide a wide range of service options at varying price points are likely to meet with success. In doing so, outsourcers will be able to help clients optimize processes and thereby deliver cost savings and quality.