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.
About the author
Mike McMenamin
Mike McMenamin is a Senior Director who brings more than 25 years of outsourcing and consulting experience to ISG clients. His experience includes leadership positions in services delivery, business development and management consulting in both IT and business process outsourcing environments. He is a subject matter expert on IT services outsourcing and is active on practice development teams supporting service desks, end-user computing (EUC), service integration and management (SIAM) and contact center services (CCS).
