The global customer care business process outsourcing (BPO) market is anticipated to grow at a considerable CAGR of 7.5% during the forecast period. The growth of the market is attributed to increased demand for technology and innovations in business process outsourcing (BPO), specialising in customer care, technical assistance, and back-office support services. The globe has firmly established itself as a top choice for companies globally due to its professional workforce, good mastery of the English language, and competitive cost benefits.
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However, the technology has played a revolutionary role in the outsourcing environment in recent years, with developing countries such as India, among others embracing cutting-edge innovations to provide unique client experiences and maintain its competitive edge. The integration of artificial intelligence (AI) and machine learning (ML) has been one of the most significant developments in the industry. These technologies are transforming the way Indian call centres deal with customers, increasing efficiency and providing more personalised, seamless experiences across customer care, technical support, and back-office tasks. AI-powered chat bots and virtual assistants are already commonplace, offering clients with immediate assistance and efficiently answering basic inquiries. As AI and ML improve the capabilities of these virtual support agents which will only expand, further allowing Indian BPO companies to stay ahead of the trend in delivering innovative solutions across a range of outsourcing businesses. For instance, in April 2022, Webhelp, announced it has been positioned by Gartner® defines the customer service business process outsourcing (CS BPO) market as “the delegation of customer service business process activities to support existing and potential clients to a third-party service provider. The services provided may include digital services, assisted channel services, technology and system integration, infrastructure, software development and design, reporting and analytics, and business process management.”
Global Customer Care BPO Market Report Segment
By Type
- BPO Call Centers
- Customer Service Centers
By Application
- IT and Telecom
- BFSI
- Healthcare and Life Sciences
- Government and Public
- Retail and Consumer Goods
- Others
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Customer Care Business Process Outsourcing (BPO) Market Report Segment by Region
North America
- United States
- Canada
Europe
- Germany
- United Kingdom
- France
- Spain
- Italy
- Rest of Europe
Asia-Pacific
- China
- Japan
- India
- Rest of Asia-Pacific
Rest of the World
- Middle East & Africa
- Latin America
Company Profiles
- Simply Contact International
- Foundever Operating Corp.
- Front Logix Solutions LLC
- Teleperformance SE
- Infosys Ltd.
- Sykes Enterprises Inc.
- NTT Data Co.
- Taskus
- Fusion Ltd.
- Comdata
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