|[September 27, 2012]
Demand for Home-Based Agents in U.S. Customer Care BPO Market Grows, IDC Forecasts Spending Will Reach $6.1 Billion in 2017
FRAMINGHAM, Mass. --(Business Wire)--
A new International Data Corporation (IDC)
forecast estimates that U.S. spending on customer care business process
outsourcing (BPO) using home-based delivery was $1.6 billion in 2011 and
will increase at a compound annual growth rate (CAGR) of 25.1% to $6.1
billion in 2017, making it one of the fastest-growing aspects of the
U.S. customer care BPO services market today. Demand for home-based
agents and hosted/on-demand contact center services is impacting the
dynamics of the provider ecosystem creating new challenges and
opportunities for established customer care providers and new entrants
to the market.
"IDC (News - Alert) expects that the home-based agent delivery model for customer care
BPO services will grow significantly over the next few years," said Melissa
O'Brien, research analyst, Worldwide Contact Center Services at IDC.
"Pressures such as changes in the way companies and consumers are
communicating, cost and a need for talent are impacting the customer
care BPO market, and home agent delivery is one ay that providers are
addressing these issues. As demand for home-based agent services
increases, many traditional customer care BPO providers are investing
heavily in building their home-based agent offerings. The competitive
playing field is diverse, with small niche providers, hosted platform
providers, traditional BPOs, and large IT outsourcers all participating
in this growing aspect of the customer care BPO market."
Additional key findings from IDC's research include the following:
For large customer care BPO organizations, home-based agent delivery
has become a must-have in the portfolio of capabilities as a provider.
While customer service interactions currently make up the bulk of home
based agent work, IDC believes that marketing interactions will have
the greatest growth opportunities through the forecast period.
For the home-based agent delivery model, head count is growing at a
slower rate than revenue, meaning that revenue per head count will
increase over time.
The IDC report, U.S.
Home Based Agent Customer Care BPO Services 2012-2017 Forecast: Home
Work is Working (IDC #236834), is based on demand-side and
supply-side analysis of key trends and events and their predicted impact
on the outsourced customer care services market, particularly the
delivery model of home-based agents, for the period up to 2017.
International Data Corporation (IDC) is the premier global provider of
market intelligence, advisory services, and events for the information
technology, telecommunications, and consumer technology markets. IDC
helps IT professionals, business executives, and the investment
community, to make fact-based decisions on technology purchases and
business strategy. More than 1,000 IDC analysts provide global,
regional, and local expertise on technology and industry opportunities
and trends in over 110 countries. For more than 48 years, IDC has
provided strategic insights to help our clients achieve their key
business objectives. IDC is a subsidiary of IDG, the world's leading
technology media, research, and events company. You can learn more about
IDC by visiting www.idc.com.
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