Spending on home-based customer care BPO market in US increasing: IDC

According to a latest report published by International Data Corporation (IDC), spending on customer care outsourcing using home-based delivery is growing at a compounded annual growth rate of 25.1%. As per the estimates released by the research firm, the spending on customer care BPM will reach $ 6.1 billion in 2017. Currently, the spending is estimated to be $1.6 billion. The report states that home based customer care BPO services market is gaining traction in US making it as the most profitable aspect of customer care outsourcing market.

idc logo

IDC is the leading provider of market intelligence, advisory services and events for information technology, telecommunication and consumer market. IDC with its experience in the research field provides insightful analysis of the industry and market trends which help the companies to make informed decisions.

IDC commissioned the research study on the demand for home-based delivery agents to understand the key trend and then predicts its impact on the customer care BPM market in US. The report titled “U.S. Home Based Agent Customer Care BPO Services 2012-2017 Forecast: Home Work is Working” predicts the trend of the customer BPM market by analyzing both the demand and supply of the home-based services. The report also studies the delivery model of the home-based services.

According to the report, strong sentiments against off shoring jobs to BPM destinations and increasing dissatisfaction about the call center service from offshore destination is driving the demand for home-based customer care service in the US BPM market.

Key findings of the report

  1. Spending of US based companies on home based customer care service will increase to $ 6.1 billion by the year 2017.
  2. Increased spending will boost the growth of customer care BPM market in US once again.
  3. Pressure to retain jobs in US, changes in the way of communication with consumers, mounting cost and need for talent is driving the growth of customer care BPM market.
  4. Growing demand for home based customer care services is driving traditional BPM providers to build capacity to increase their home based offerings.
  5. According to the report, the competitors in the field are increasing. Small niche providers, hosted platform providers, traditional BPM providers and large IT providers are all investing to take advantage of the growing market.
  6. According to the report, including home based service in the service portfolio has become a must for large BPM organizations.
  7. The revenue per headcount in the home based delivery model will be increasing with time.

You can view the report from here.

Latest Columns

Ensuring the quality of service in the BPO industry

The BPO process requires a constant overhaul for evaluating the stumbling blocks that could prove detrimental to its growth. One of the main concerns is the maintenance of high quality at all stages of the process. Information technology and related IT services can be utilized in an effective manner for improved quality service. Even though […]

Qualitative Measurement in call centers

In most call centers, qualitative measurement criteria, which focus on knowledge of products and services, customer service and call handling skills, and the policies of the organization, continue to become more refined and specific. Most use some form of monitoring (silent, with a beep tone, side by side, or record and review) to evaluate individual […]

Speak Your Mind