Automation as the Next Big Disruptor?

Contact Center Outsourcing: Evolving Delivery Models Shape a Dynamic Market

The economic recession of 2008 has had a significant impact on the global Contact Center Services (CCS) outsourcing market. The rapid growth in offshoring CCS to the Philippines and India has subsided, while contact volumes, which had been growing, have been relatively, flat as the global economy slowly recovers.

Today, the market is in relatively new territory, being shaped by new economic conditions that present businesses with both challenges and opportunities.

This ISG white paper examines recent developments in the global CCS market, including growth rates, the shifting political environment and the impact of new delivery models on client and provider strategies.