A smaller number of players are competing for a larger amount of revenues in the call center outsourcing market, according to a new study by market researcher International Data Corp., Framingham, MA. The new data indicate revenues in this market will increase 15% to 25% annually for the next two to three years. This expanding opportunity is leading many in the industry to reorganize their operations through acquisitions and mergers, IDC said.
“Over the past 12 months, we have seen consolidation among the industry’s largest players and restructuring by other significant market players,” Katrina Menzigian, a senior analyst with IDC’s Call Center Services program, said in a statement. “These maneuvers are intended to expand the service offerings and capabilities of call center service providers so that they can better meet the changing demands of their clients.”
IDC said it believes that call centers will transition into customer interaction centers, which will bring about two major changes in the market. First, midsize companies will feel pressure to strengthen their positions, setting off another wave of consolidation. Second, service providers will develop offerings geared toward specific industries, functions and services as a way to differentiate themselves.
“Just as market competition has pushed companies in various industries to seek superior customer care as a vehicle for differentiating themselves, it will push companies that offer call center outsourcing toward specialization so that they can provide more customized customer care services to their clients,” Menzigian said.
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