Background of the study

Contact Center Outsourcing (CCO) is one of the larger and more mature markets in the outsourcing sector. The current CCO market is estimated to be around US$70-75 billion and continues to grow at a healthy pace of 5-6% annually. However, certain service providers have managed to outdo that growth and have expanded their business at a much faster rate. Instead of following the traditional scale-driven growth that focuses on bringing down operational costs for the clients through outsourcing and offshoring, these service providers have focused on their ability to help clients not only better manage their operational costs, but to also improve their customer experience and drive increased value to their top line performance. This has resulted in the emergence of some new areas of growth within CCO, such as value-added services, omnichannel services, and industry-specific solutions.

The report discusses:

• Change in the growth drivers for CCO spending
• Identification of high-growth players in the CCO industry
• Identification of value differentiators that are driving change in the market

Scope of analysis

• More than 1,000 CCO deals signed, as of December 2014
• Global coverage across all major languages, geographies, channels, and industries
• Coverage across 25+ CCO service providers including, Aegis, Alorica, Atento, CGI, Concentrix, Contax, Convergys, Dell, EXL, Firstsource, Genpact, HCL, HGS, HP, Infosys, Minacs, Serco, Sitel, Sutherland Global Services, Sykes, TCS, Tech Mahindra, Teleperformance, TeleTech, Transcom, Webhelp, Wipro, WNS, and Xerox