Providers of outsourced customer care are maneuvering for competitive advantage while at the same time positioning to mitigate risks, in the face of troubling economic news and market conditions, according to IDC. An IDC study examining the evolving contact center services market and competitive landscape identifies several winning attributes essential for capitalizing on customer care BPO services market opportunities in 2008.

Winning attributes include demonstrating expertise in CRM strategies and processes, building successful partnerships, and offering a best shore alternative, among other approaches.

"For 2008, we examine a wide range of outsourced customer care providers across the globe to illustrate how competitive this space has become and how the top players are finding their way in a changing world," said Stephen Loynd, program manager, Contact Center Services. "Moreover, the onslaught of grim economic news makes this study particularly timely as it bears out much of what IDC has been positing over the past few years – that diversification strategies for things such as revenue streams and service delivery are essential to success."

Key findings of this study include:

• Players from all across the globe continue to emerge and gain traction
• Currency movements are impacting BPO players in a number of ways
• Today’s economy may make some captive centers worthwhile targets for outsourcing

About this study

The 125 page IDC research report, "Worldwide Contact Center Services, 2008 Vendor Profiles: Customer Care in Volatile Times" (IDC #210949), highlights the changing market and competitive landscape for customer care BPO services. Based on in-depth research of the worldwide outsourcing services industry, this study profiles providers that are solid examples of leadership and innovation. Considering factors such as revenue, thought leadership, innovation, and potential in the contact center services market, IDC selected 36 companies to be benchmarked and profiled in this study.

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