DALLAS -- (BUSINESS WIRE) -- With buyers maturing in sophistication, the value proposition of CCO has moved beyond labor arbitrage; service providers are increasingly focused on process improvement and business outcomes to deliver cost savings and revenue growth.
The global Contact Center Outsourcing (CCO) market grew at 7 percent in 2013, reaching US$70-75 billion. Along with a higher number of new deals, 2013 also witnessed a high number of terminations, highlighting buyers’ intentions to consolidate their portfolio and drive more value from current engagements.
These findings and more are discussed in a new Everest Group report, Contact Center Outsourcing – Annual Report 2014: Changing Times, Evolving Value Proposition.
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The following trends exemplify the evolution of CCO services:
“As the CCO market matures, enterprise buyers are seeking ever more value from their outsourcing contracts,” said Katrina Menzigian, vice president of research relations at Everest Group. “We see this borne out on the buy side by a rationalization and consolidation of service provider relationships. But, more importantly, on the service provider side this maturation drives a significant evolution toward more sophisticated, value-added services. Interestingly, we witnessed a doubling of annual contract value in 2013, which can be attributed in large part to the increased inclusion of value-added services in new CCO deals.”
High-resolution graphics illustrating the report’s key takeaways can be included in news coverage, with attribution to Everest Group. Graphics include:
About Everest Group
Everest Group, an advisor to business leaders on the next generation of global services, has a worldwide reputation for helping Global 1000 firms improve performance by optimizing back- and middle-office business services. Through practical consulting, original research and industry resource services, Everest Group helps clients maximize value from delivery strategies, talent and sourcing models, technologies and management approaches. Visit www.everestgrp.com and research.everestgrp.com.