Business Process Outsourcing (BPO) & Contact Centers - Industry Update March 2021

Published on: 03/17/2021

Capstone Headwaters has released its March 2021 Business Process Outsourcing (BPO) & Contact Centers Industry Update, available for free download below.

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.

Report highlights include:

  • 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.

To learn more about the contents of the report, please reach out to Bob Balaban or Jordan Houtz.

Key Contacts

Bob Balaban

Managing Director

Jordan Houtz

Senior Vice President