LATAM outsourced customer care services market is anticipated to carve out a lucrative growth path over the coming seven years. This growth can be credited to the increasing English-speaking population and the growing penetration of the Internet. Besides, the reduction in telecom rates and the presence of highly educated agents will also spur the regional growth. LATAM also has a significantly large Spanish-speaking population, and offers the advantage of bilingual agents. Besides, the geographic proximity to the U.S. is another driving factor that makes the region a popular outsourcing destination, propelling LATAM outsourced customer care services industry.
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Many companies have been exploiting the numerous opportunities offered by outsourced customer care services market to extend their profit margins and meet client requirements. These services help businesses better manage their consumer base and cater to their requirements in a rather efficient manner. Companies of late, have been adopting cloud technology and big data analytics, which will spur outsourced customer care services industry. In addition, the rising technological advancements and varying customer requirements will propel the business trends.
Outsourcing customer care services to third party agencies can lead to degradation in quality of handling client grievances and requirements thus creating a bad reputation of the company. Continuous assessment of tasks is required to ensure quality delivery by third party service providers. These factors hamper the growth and act as restraints to the outsourced customer care services market.
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Asia Pacific outsourced customer care services market accounted for majority of the revenue in 2016 owing to the presence of countries like India and the Philippines. Availability of skilled and cheap labor are some of the factors boosting the industry growth. The English-speaking population also contributes to the growth prospects. The industry is propelled by rapid infrastructure facilities development and increasing demand for customer care services owing to tech savvy and urban population across the region.
Some Point from Table of Contents:
Chapter 4 Outsourced Customer Care Services Market, by Service
4.1 Global outsourced customer care services market share by service, 2016 & 2024
4.2 CRM technology hosting
4.2.1 CRM technology hosting market, 2013 – 2024
4.2.2 CRM technology hosting market, by region, 2013 – 2024
4.3.1 Fulfillment/Logistics market, 2013 – 2024
4.3.2 Fulfillment/Logistics market, by region, 2013 – 2024
4.4 Customer interaction
4.4.1 Customer interaction market, 2013 – 2024
4.4.2 Customer interaction market, by region, 2013 – 2024
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