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市場調查報告書

全球及美國的外包的顧客貼心服務市場:預測

Worldwide and U.S. Outsourced Customer Care Services 2015-2019 Forecast: Using the Four Pillars to Drive Customer Experience

出版商 IDC 商品編碼 240660
出版日期 內容資訊 英文 33 Pages
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全球及美國的外包的顧客貼心服務市場:預測 Worldwide and U.S. Outsourced Customer Care Services 2015-2019 Forecast: Using the Four Pillars to Drive Customer Experience
出版日期: 2015年05月05日 內容資訊: 英文 33 Pages
簡介

全球外包(外部委託)的顧客貼心服務市場,預計5年間以5.3%的年複合成長率成長,預計2019年達到863億美元的規模。

本報告提供全球及美國的外包的顧客貼心服務市場相關調查分析,預測的前提條件,以推動市場成長要素等為焦點,提供市場預測。

IDC的見解

調查概要

  • 調查手法

概況

未來展望

  • 預測與前提條件
    • 全球外包的顧客貼心服務支出
      • 全球外包的顧客貼心服務&互相服務支出:各服務活動
      • 美國的外包的顧客貼心服務&互相服務支出:各服務活動
  • 市場背景

主要的建議

參考資料

  • 相關調查
  • 調查手法
  • 摘要

圖表

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目錄
Product Code: 255812

This IDC study provides IDC's forecast for the worldwide outsourced customer care services market for 2015-2019. This study highlights key assumptions and drivers that are creating changes and driving growth in this market. IDC expects that at a worldwide level, the outsourced customer care services market will grow at a five-year CAGR of 5.3%, reaching $86.3 billion in 2019.

"While buyer demand for customer care BPO services remains strong, the demand is shifting toward higher-value services including both traditional customer care BPO transactional processes and more strategic-level partnerships that have a significant impact on business outcomes and customer experience," said Melissa O'Brien, research analyst, Worldwide Customer Care BPO Services at IDC. "Consumer communication preferences are driving a lot of changes in the way that BPO providers deliver customer care services, much of which is impacted by IDC's four pillars of social, mobile, analytics, and cloud."

Table of Contents

IDC Opinion

In This Study

  • Methodology

Situation Overview

Future Outlook

  • Forecast and Assumptions
    • Worldwide Outsourced Customer Care Services Spending
    • U.S. Outsourced Customer Care Services and Interaction Services Spending by Service Activity
  • Market Context

Essential Guidance

Learn More

  • Related Research
  • Methodology
    • Historical Market Values and Exchange Rates
  • Synopsis

List of Tables

  • Table: Top 3 Assumptions for the Worldwide and U.S. Outsourced Customer Care Services Market, 2015-2019
  • Table: Key Forecast Assumptions for the Worldwide and U.S. Outsourced Customer Care Services Market, 2015-2019
  • Table: Worldwide Outsourced Customer Care Services Spending by Region, 2010-2019 ($M)
  • Table: U.S. Outsourced Customer Care Services Spending by Service Activity, 2010-2019 ($M)
  • Table: U.S. Outsourced Customer Care Interaction Services Spending by Service Activity, 2010-2019 ($M)
  • Table: Worldwide Outsourced Customer Care Services Spending, 2010-2019: Comparison of May 2014 and May 2015 Forecasts ($M)
  • Table: Exchange Rates, 2006-2014 (%)

List of Figures

  • Figure: U.S. Preferred Customer Channels by Interaction Type
  • Figure: Share of Customer Care Interactions by Channel
  • Figure: Worldwide Outsourced Customer Care Services Spending Share by Region, 2014 and 2019
  • Figure: Worldwide Outsourced Customer Care Services Spending Growth by Region, 2011-2019
  • Figure: U.S. Outsourced Customer Care Interaction Services Spending by Service Activity, 2014 and 2019
  • Figure: Worldwide Outsourced Customer Care Services Spending, 2010-2019: Comparison of May 2014 and May 2015 Forecasts
  • Figure: Worldwide Outsourced Customer Care Services Spending Growth, 2010-2019: Comparison of May 2014 and May 2015 Forecasts
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