There will be considerable investment in contact center outsourcing across western countries over the coming five years. However, according to a report by independent market analyst Datamonitor, "The Future of Vertical Investment in Contact Center Outsourcing," the pace of investment will depend on particular industries. In addition, there will also be significant geographic considerations in terms of outsourcing propensity by industry.
A regional analysis of vertical contact center outsourcing shows the largest investors by industry tend to be telco, manufacturing and financial services. However, Datamonitor notes that this is likely due to many concurrences in attitudes toward third-party customer care among particular industries, as well as heavy offshore deployments from western business in both Asia Pacific and the Caribbean and Latin America.
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