This IDC study provides IDC's forecast for the U.S. home-based agent customer care BPO services market for 2012–2017. This study highlights key assumptions and drivers that are creating changes and driving growth in this market. IDC expects that in the United States, the customer care BPO home-based agent services market will grow at a CAGR of 25.1%, reaching $6.1 billion in 2017.
"IDC expects that the home-based agent delivery model for customer care BPO services will grow significantly over the next few years. Pressures such as changes in the way companies and consumers are communicating, cost, and a need for talent are impacting the customer care BPO market, and home agent delivery is one way that providers are addressing these issues," said Melissa O'Brien, research analyst, Contact Center Services at IDC. "Home-based agent delivery can offer flexibility, cost savings, and several other value propositions that are attractive to clients of customer care BPO services. As demand for home-based agent services increases, many traditional customer care BPO providers are investing heavily in building their home-based agent offerings, and the competitive playing field is diverse, with small niche providers, hosted platform providers, traditional BPOs, and large IT outsourcers all participating in this growing aspect of the customer care BPO market."