Mar 17, 2021

Business Process Outsourcing (BPO) & Contact Centers – March 2021

Capstone’s March 2021 Business Process Outsourcing (BPO) & Contact Centers Industry Update is now available highlighting how operational challenges amid COVID-19 have placed heightened focus on cost-effective, consumer oriented BPO and contact center solutions as companies look to increase productivity, while simultaneously retaining their consumer base. BPO and contact center service providers integrated technology solutions through strategic acquisitions to meet client demand and provide quality assurance, driving merger and acquisition (M&A) activity to pre-pandemic levels.

Included in this report:

  • Nearshore BPO and contact centers expand due to their proximity to the U.S.
  • Offshore BPO and contact centers remain industry leaders through the diversification of outsourced services.
  • M&A activity rebounded in Q4, although remains lower year-over-year.

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