by: Sarah Joson
Wednesday, May 15, 2013 | Outsourcing News |
A report from market intelligence firm IDC indicates that the business process outsourcing (BPO) sector could be valued at $209.4 billion in 2017 with a compound annual growth rate (CAGR) of 5.7 percent. Of that amount, $97.3 billion will be contributed by the growing US BPO market, which is predicted to post a slower CAGR of 4.3 percent.
According to Mukesh Dialani, Research Manager for worldwide BPO and engineering services at IDC, with the experience and data most providers have accrued over the years, they are now able to present clearer and more concise ideas and scenarios to probable customers. Clients are realizing the improvements and benefits that reformed BPOs can bring to their businesses.
IDC added that for voice-based processes, other channels and platforms are now being used by providers. For instance, there’s mobile customer care, remote agent delivery centers, and on-demand contact center services.
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