The outsourced customer care services market is anticipated to grow significantly over the coming years owing to increasing demand for customer support services via non-voice mediums. The need to offer support and resolve customer queries related to purchased products and services has led businesses to adopt outsourced customer relationship management (CRM) services.

Companies are shifting their focus on organizational core competencies, outsourcing personalized and customized customer communications. Pre-sales and post sales services are also being outsourced in order to lessen the load of customer relationship handling.

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Driven by increasing adoption, firms operating in the outsourced customer care services market are introducing new solutions. For example, in 2020, leading distributor of customer care solutions, Synnex Corporation launched the SYNNEX COLLABSolv to offer specialized support to customers for their modern collaboration needs. Fueled by such developments, Global Market Insights, Inc., estimates that the outsourced customer care services market is likely to record over USD 110 billion by 2024.

However, transferring outsourcing customer care services to third party agencies can potentially degrade service quality related to client grievances and requirements, impacting brand reputation. A  key factor that could impede the growth of outsourced customer care services market.

Mentioned below are some of the key trends that may drive outsourced customer care services market outlook:

1. Rising use of social media platforms

The trend of using social media platforms for offering support to customer queries is gaining momentum. Companies operating in the diverse industries can leverage several opportunities offered by social media and call center outsourcing. For example, social media-based customer service can offer direct engagement with clients, helping businesses build a brand, customer base, and developing trust and loyalty. Redistribution of client management tasks can also help companies to answer customer needs without having to manage infrastructure facilities and human resource.

1. Demand for customer interaction services

The demand for customer interaction tools and services is soaring in the outsourced customer care services market. Rise in the use of customer-centric activities such as marketing and sales, technical support, telephones, social media, e-mails and help desk via instant messaging has availed this growth. The CRM technology hosting segment is also projected to grow considerably owing to offered benefits like cost reduction and specialization of services for companies.

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1. Development of strategic business initiatives

Currently, companies like Amdocs, Aegis, Accenture, Transcom Worldwide, StarTek, Synnex Corporation and Convergys Corporation are leading the outsourced customer care services market landscape. These firms are emphasizing on collaborations, mergers and acquisitions in order to expand their geographical reach. Citing an instance, in 2018, Aegis and StarTek announced the completion of their merger with the mutual objective of enhancing outsourcing and technology services.

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