Customer Care Outsourcing Gains Steam in Europe

The European customer care outsourcing market is projected to grow from its current level of $2.9 billion to reach $4.8 billion by 2027, according to a report by The Insight Partners.

The research firm expects the market to grow at a compound annual rate of 6 percent for the next eight years, fueled largely by a growing desire among companies to improve customer service. The report also notes a growing demand among companies for cost-efficient and value-added services.

Customer care outsourcers, it said, help companies reduce operational costs, reduce workforces, gain competitive advantage, increase cross-selling and up-selling, increase customer loyalty and retention, build brand reputation, and increase overall profitability.  One way they are doing this is through various technologies, such as robotic process automation and artificial intelligence, and real-time analysis and insights based on customer data.

Some of the key players identified in the report are Alorica, Arvato, Atento, Comdata, Concentrix, Sitel Group, Sykes Enterprises, Teleperformance, TTEC, and Webhelp Group.