Contact Center Outsourcing Sees Growth Spurt

Clients of global contact center outsourcing (CCO) engagements increasingly are looking beyond cost savings to more growth-oriented value, according to a new report issued by Everest Group.  

The company estimates that the market for CCO globally grew at 7 to 8 percent in 2012, reaching $65 to $70 billion, a steady rise from the lows seen in 2009. The global contact center spending stands at $300 to $350 billion, of which third-party outsourcing accounts for 20 percent.  

“As the global economy has shifted towards growth, the customer care function is once again viewed as a strategic operational area,” said Katrina Menzigian, vice president at Everest Group, in a statement. “A maturing CCO value proposition has moved beyond cost savings and labor arbitrage to include support of business growth. As a consequence, we’re seeing forward-thinking service providers and savvy clients build new contracting relationships where service providers identify and deliver new sources of value. It’s an important trend that’s driving the high single-digit growth we’re now seeing and expect to continue for the next several years.”