Contact Center Services for the U.S. Market: Location Strategies for the Digital World

The contact center market is evolving rapidly with a shift in focus from customer service to customer experience delivery. Omnichannel CX delivery with personalized support, adoption of digital solutions, and developing high-quality talent pool are among the top priorities for enterprises in the United States. This has pushed organizations to rethink their delivery models as well as delivery location strategies.

While companies still continue to leverage offshore/nearshore locations for service delivery, there has been increased interest in evaluating onshore locations (especially U.S. tier-3/4 cities). Companies are also exploring alternative models such as WAHA to fulfill demand and access niche talent along with increasing onshore presence at lower costs.

The report provides an overview of the current market landscape, key drivers for onshoring, and identifies top locations for sourcing analytics delivery globally, considering the cost-talent tradeoff.

The analysis includes:

• Overview of the U.S. contact center services market – size, growth, process maturity, and distribution between internal delivery (in-house teams and GICs) and service providers
• Assessment of representative cities in key offshore, nearshore, and onshore locations for service delivery, along with trade-offs to consider
• Delivery models for the U.S. contact center market
• Key implications for enterprises, GICs, and service providers