The outsourced client support and customer service industry is going through a period of great change as it moves from providing low cost offshore services towards higher quality, higher tech onshore solutions. Clients are also demanding ever higher levels of personal customer service that align with their brands.
The market is growing strongly to match end user expectations of high levels of customer experience, excellent product knowledge, service in their own language, and multi-channel customer service lines. We take a closer look at some of the key markets including Ireland, Spain, the UK, Portugal and India.
The disruptive forces transforming a host of consumer and business markets are having a huge impact on the global outsourcing model. The heady mix of fast-moving technology and changing consumer expectations means companies need their outsourced customer service function to be flexible, nimble and entrepreneurial, overlaid with outstanding quality of service. Against this backdrop a fragmented market is also ripe for further consolidation, and we expect to see continued strong M&A activity across the sector going into 2017.
With over 165 transactions completed with a total value in excess of €3.5bn, Clearwater International’s Business Services team has a long track record of advising businesses through strategic M&A and investment transactions including raising development capital, debt advisory, acquisitions, management buy-outs and partial or full exits to strategic financial or trade buyers. We are regularly appointed because of our knowledge of the sector, international reach and deep private equity experience. Read about some of our recent deals here.