Infotech Lead America: U.S. spending on customer care business process outsourcing (BPO) using home-based delivery touched $1.6 billion in 2011.
The size of customer care business process outsourcing (BPO) using home-based delivery market will grow at 25.1 percent CAGR to $6.1 billion in 2017.
“Pressures such as changes in the way companies and consumers are communicating, cost and a need for talent are impacting the customer care BPO market, and home agent delivery is one way that providers are addressing these issues,” said Melissa O’Brien, research analyst, Worldwide Contact Center Services at IDC.
“As demand for home-based agent services increases, many traditional customer care BPO providers are investing heavily in building their home-based agent offerings. The competitive playing field is diverse, with small niche providers, hosted platform providers, traditional BPOs, and large IT outsourcers all participating in this growing aspect of the customer care BPO market,” O’Brien added.
For large customer care BPO organizations, home-based agent delivery has become a must-have in the portfolio of capabilities as a provider.
While customer service interactions currently make up the bulk of home based agent work, IDC believes that marketing interactions will have the greatest growth opportunities through the forecast period.
For the home-based agent delivery model, head count is growing at a slower rate than revenue, meaning that revenue per head count will increase over time.
