Healthcare, utilities to top CRM outsourcers' list
Dubai, October 11, 2010
Healthcare, government and utilities sector will grow at the fastest rate for CRM outsourcers over the next 12 to 15 months, according to a study by independent technology analyst Ovum.
“Healthcare, government and utilities are the industries most likely to grow their CRM outsourcing footprints in 2011. In fact their growth rate will be well in excess of the overall industry rate for the next few years,” said Peter Ryan, author of the report and an Ovum lead analyst.
'In the US, the growth in healthcare will be driven by an increase in calls from members of the public keen to find out how Obama’s reforms will affect them. He also believes that the burgeoning US Hispanic market, which is currently underserved with healthcare services, represents a significant opportunity for CRM outsourcers,' Ryan stated.
“CRM outsourcers that can provide bi-lingual agents stand to prosper as they will be an attractive proposition to stretched agencies looking for a CRM partner,” he added.
Ryan believes use of CRM outsourcing services will increase at all levels of government in 2011. 'This will be driven by the need to reduce operating costs in the face of an increase in the number of calls from the public seeking advice on schemes such as unemployment benefits.'
'At a time of economic uncertainty, we believe that government decision makers will view outsourcing overhead heavy contact centres as a wise move,' he pointed out.
Meanwhile the utilities market holds significant promise, according to Ryan’s findings, as most companies are using antiquated and costly systems which are no longer viable in the face of budgetary constraints.
Ryan added: “With utility firms offering more products than ever, the only way to keep up is through the use of third parties to provide customer-facing services.”-TradeArabia News Service