The broadening use of social media is challenging many companies. These are organizations that struggled with providing excellent multichannel customer support even before the advent and widespread use of social media. Now, many of these companies are simply over their heads.
In Brazil, the need to provide end-to-end customer support and the lack of expertise in doing so is fueling a boom in that nation for contact center outsourcing, according to research group Frost & Sullivan (News - Alert), whose latest report, “Update on the CRM BPO and Contact Center Outsourcing Services Market in Brazil” found that the contact center outsourcing market earned revenue of more than $5.42 billion in 2011 and estimates this to reach $16.21 billion by 2018.
Well aware of the challenges facing most organizations, contact center outsourcing organizations are boosting their own market by implementing new analytic technologies and customer experience monitoring that lead to the development of better value-add services. This will ensure the steady growth of Brazil's customer relationship management, business process outsourcing (CRM BPO) and contact center outsourcing services market, according to Frost & Sullivan.
"Companies are looking to tailor their communication tools to cater to different generations of consumers with a variety of profiles and channel preferences, which include phones, emails, social media and text messages," said Frost & Sullivan ICT Industry Analyst Daniela Scalco Pineiro, in a statement announcing the new study. "Contact centers that capitalize on this opportunity and leverage their marketing intelligence to unwrap new service portfolios are gaining popularity."
According to the report, larger companies with high-end products and services are carrying the trend, while small to mid-sized companies are more likely to struggle with “business as usual” trying (and often failing) to meet customer needs in an increasingly complex and multichannel customer relationship environment.