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Worldwide and U.S. Customer Care BPO Services 2008-2012 Forecast and AnalysisProduct Type: Market Research ReportPublished by: IDC Published: June 2008 Product Code: R104-33976 Description
This IDC study presents the annual update to the five-year forecast for the worldwide and U.S. market for customer care services. The purpose of this document is to identify and quantify the impact of recent trends and events influencing the customer care services opportunity. This document answers the following questions: What are IDC's assumptions relating to the economic forces affecting the worldwide customer care services market, and what impact will they have on the market forecasts for the next five years? What impact will developments in this industry have on the revenue of top players in the market?"The provision of outsourced customer care through the contact center has reached a moment of truth of sorts in mid-2008," said Stephen Loynd, global program manager of the Contact Center Services program at IDC. "Over the past year, the economic environment has been characterized by a historic housing downturn, a dire credit crunch in the United States, a weakening dollar, oil prices near $126 a barrel, and soaring food prices across the globe. IDC considered a number of contextual nuances when crafting this market analysis." Table of Contents
Table of ContentsIDC Opinion In This Study Methodology Historical Market Values and Exchange Rates Table: Exchange Rates, 2003-2007 (%) Situation Overview Introduction Assess Current Situation Future Outlook Forecast and Assumptions Worldwide Market Review Table: Worldwide and U.S. Customer Care Services Revenue, 2007 and 2012 ($M) Table: Key Forecast Assumptions for the Worldwide Services Market, 2008-2012 Worldwide Contact Center Services: Market Forecast by Service Offering Table: Worldwide Customer Care Services Revenue by Service Activity, 2007-2012 ($M) Forecast in Review Outsourcing Services Consulting Services Worldwide Customer Care Services: Market Forecast by Region Table: Worldwide Customer Care Services Revenue by Region, 2007-2012 ($M) Americas Regional Supply Dynamics Asia/Pacific Regional Supply Dynamics EMEA Regional Supply Dynamics Worldwide Customer Care Services: Interaction Services by Service Activity Service Activities Table: Worldwide Customer Care Interaction Services Revenue by Service Activity, 2007-2012 ($M) Campaign Mix Revenue by Service Activity, 2007 U.S. Customer Care Services: Market Forecast by Service Offering Forecast in Review Table: U.S. Customer Care Services Revenue by Service Activity, 2007-2012 ($M) U.S. Customer Care Services: Interaction Services by Service Activity Service Activities Table: U.S. Customer Care Interaction Services Revenue by Service Activity, 2007-2012 ($M) Campaign Mix Market Context Revenue by Service Activity, 2008 and Beyond Table: Worldwide Customer Care Services Revenue, 2005-2012: Comparison of March 2007 and May 2008 Forecasts ($M) Figure: Worldwide Customer Care Services Revenue, 2005?2012: Comparison of March 2007 and May 2008 Forecasts Essential Guidance The Opportunity for Customer Care Service Firms Learn More Related Research Synopsis |
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