The global technical support outsourcing market to grow at a CAGR of 6.53% during the period 2016-2020.
Global Technical Support Outsourcing Market 2016-2020, has been prepared based on an in-depth market analysis with inputs from industry experts. The report covers the market landscape and its growth prospects over the coming years. The report also includes a discussion of the key vendors operating in this market.
IT companies are now increasingly shifting their focus from a cost reduction approach to customer-centric services. Typically, technical support service organizations are managed as cost centers. Earlier, providers focused on key success metrics, such as efficiency, productivity, and regulatory compliance, instead of customer satisfaction. However, providers now prefer a balanced scorecard of metrics that includes not only costs and compliance but also measurements to gauge customer satisfaction levels.
A trend which is helping boost market growth is the increasing adoption among SMEs. Most SMEs do not maintain internal helpdesk services due to budget constraints. However, the rise in demand for outsourced IT and technical support services has given SMEs a platform to make use of these services to limit their expenses and tighten their budgets. SMEs outsource their customer care support functions to focus on core business functions.
According to the report, a key growth driver is the need to focus on core competencies and improve efficiency. Most companies (both small and large) operate on limited budget and resources. Thus, available resources need to be used optimally to effectively conduct business operations and stay ahead in the competition.
Companies outsource their technical support functions to focus on their core business. Commonly outsourced technical support services to third-party service providers include helpdesk support and call center technical support services (product and application and network technical support).
Further, the report states that one challenge that could curtail market growth is the loss of control in customer service quality.