Outsourcing call center work to offshore destinations is in a rapid growth phase with key delivery centers such as India, Philippines and central and Eastern Europe experiencing annual growth rates in excess of 30 percent, according to a new Everest Research Institute study. Consolidation of processes within the customer management function and across buyers’ business units has become the primary focus of Contact Center Outsourcing (CCO) solutions with investment in technology solutions and global delivery mechanisms serving as catalysts, according to the study. The Institute’s study, Trends in Offshore Contact Center Services Market, reports that, while the global CCO market has grown to a US$55 billion opportunity today, traditional CCO has reached a mature phase and is showing signs of an impending growth plateau on the heels of 10-12 percent growth over the past three years.
