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Healthcare, utilities and government set for CRM outsourcing surge

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12th Oct 2010
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A number of new industries are set to open up for CRM outsourcing over the next 12 months, according to a new report by analyst Ovum.

The independent technology analyst claims that healthcare, government and utilities will emerge as the industries with the strongest growth for the CRM outsourcing market in 2011.
And their growth rate is in fact forecast to be well in excess of the overall industry rate for the next few years.
Ovum suggests that 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 President Obama’s reforms will affect them. But the burgeoning US Hispanic market – currently underserved with healthcare services – will also represent an opportunity for CRM outsourcers.
Peter Ryan, author of the report and an Ovum lead analyst, said: "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."
Ryan believes use of CRM outsourcing services will increase at all levels of government in 2011. He said: "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."
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."
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