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Home > Computers and Information Technology > IT Administration & Services > Outsourcing
The Vertical Guide to US Customer Relationship Outsourcing
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| Published Date:
November 2003
Published By:
Datamonitor
Page Count:
102
Order Code:
R313-6166
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Introduction
The sluggish economy and mature market conditions in the US have led outsourcers to broaden service offerings, target new verticals and expand offshore/nearshore, in efforts to stimulate revenue and market share growth. In doing so, outsourcers are driving customer relationship outsourcing in the US to evolve gradually from a cost containment to a strategic measure for forward-looking companies.
Scope
This report provides sizing and segmenting of the customer relationship outsourcing market in the US from 2003 to 2008
It analyzes the latest trends, growth inhibitors, competitive landscape and opportunities for outsourcing providers in different vertical markets
It quantifies and forecasts the number of outsourced agent positions and outsourced call centers in the US market from 2003 to 2008
It provides insight into data collected through in-depth interviews with over 20 outsourcing providers, consulting firms and US governmental agencies
Reasons to Purchase
Identify the latest trends and key opportunities in the US market, and develop go-to-market strategies to target clients in emerging vertical markets.
Develop a comprehensive understanding of the market dynamics affecting outsourcing growth in the US customer relationship outsourcing market.
Report Highlights
At the end of 2003, the US customer relationship outsourcing market will be worth $18.8 billion and will grow at a five-year CAGR of 4.9% to reach roughly $24 billion at the end of 2008.
From the end of 2003 to the end of 2008, the proportion of outsourced agent positions to in-house agent positions, in the US, will increase 1.1% from 11.2% to 12.3%, with a CAGR of 2.4%.
The two vertical markets that will experience the largest growth in the customer relationship outsourcing market in the US from 2003 to 2008 will be utilities and government, with CAGRs of 11.8% and 11.4% respectively.
Reasons to Purchase
Gain insight into the US competitive landscape and develop strategy for meaningful alliances to boost top-line revenue and bottom-line productivity.
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