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Growth Verticals: Customer Care Outsourcing North America

  • ID: 3092792
  • Report
  • February 2015
  • Region: Global, North America
  • 17 Pages
  • Frost & Sullivan
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FEATURED COMPANIES

  • Alorica
  • Concentrix
  • Firstsource
  • TeleTech
  • The Minacs Groupa
  • MORE
The North American contact center outsourcing market - which is quite mature and fragmented - is being driven by inbound customer care, acquisitions, sales, and technical support. Customer care outsourcing firms report to Frost & Sullivan that they face a set of key challenges, including the need to contain cost, drive out agent inefficiencies, deliver high quality interactions for clients, and grow top-line revenues, while still achieving the highest levels of customer satisfaction for clients. Those same clients are seeking Business Process Outsourcing (BPO) solutions in the following vertical industries:

- Telecommunications
- Banking, Financial Services & Insurance
- Hi Tech
- Healthcare
- Retail and Consumer Goods
- Travel and Hospitality
- Government and Education
- Manufacturing
- Media and Entertainment
- Utilities

This Market Insight will focus on the top verticals forecasted to have the fastest growth from 2014 to 2018. This insight report contains interviews with executives from the following BPO companies: Alorica, Concentrix, Firstsource, The Minacs Groupa, and TeleTech.

Note: Product cover images may vary from those shown
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FEATURED COMPANIES

  • Alorica
  • Concentrix
  • Firstsource
  • TeleTech
  • The Minacs Groupa
  • MORE
Introduction

Domain Expertise Ranks High

Vertical Breakout and Revenue Forecast

Outsourcing Activities by Vertical

Company Profiles
  • Alorica
  • Concentrix
  • Firstsource
  • The Minacs Group
  • TeleTech
Vertical Growth Challenges: Analyst Summary
  • Healthcare
  • Hi Tech
  • Banking and Financial Services
  • Telecommunications
Concluding Remarks

Legal Disclaimer
Note: Product cover images may vary from those shown
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- Alorica
- Concentrix
- Firstsource
- The Minacs Groupa
- TeleTech
Note: Product cover images may vary from those shown
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