Report Predicts Booming Revenue for Tech Support and Call Center Services Industry
By Vinti Vaid, TMCnet Contributor
Parks Associates, an international research firm predicts that U.S. revenues in consumer-oriented technical support services will approach $5 billion by 2014, with roughly 50 percent of the revenues coming from remote technical support services.
The research firm stated that the development of remote online solutions will complement the growing premium tech support industry by providing improved marketing channels and enhancing automated and live support services.
According to Parks Associates' (News - Alert) reports "Service Providers and Support Services: Analysis and Forecasts" and "Retailers and Support Services: Analysis and Forecasts,” the development of remote services across a variety of channels, including broadband providers, Internet security vendors, PC OEMs, and CE retailers, will increase the demand for premium technical support services.
"Service Providers and Support Services: Analysis and Forecasts" and "Retailers and Support Services: Analysis and Forecasts" analyze the markets for U.S. consumer technical support services.
Kurt Scherf, VP, principal analyst, Parks Associates explained that their research found that assistance with home technologies, including PCs, home networks, and AV equipment, was the top value-added service that a broadband provider could deliver.
He added that these days customers want 'attached support' – which include additions such as extended warranties and protection plans, setup and configuration, delivery and installation which can also help retailers add revenue to the sale of a variety of CE.
Scherf also said that post sale care in the form of PC tune-ups and troubleshooting provides a consistent and proactive form of technical care services.
Vinti Vaid is a contributing editor for TMCnet. To read more of Vinti's articles, please visit her columnist page.
Edited by Juliana Kenny
