全球以及美國的顧客照護BPO服務市場的分析與預測（2008年至2012年）

Abstract

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 Contents
• IDC 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