2012 year-end results show tepid progress among CRM outsourcers

Peter Ryan, Lead Analyst, IT Services

Through 2012, many CRM outsourcers struggled to adjust to ongoing economic uncertainty, as well as shifting requirements from clients in terms of supporting mobility and social media solutions. However, there were encouraging signs from the standpoint of financial performance, with a number of the sector’s major players managing to moderately increase revenues and maintain profitability.

Going forward, we believe the challenge for many contact centre service players will be to grow their turnovers and margins beyond single digits, a feat that has been difficult for many since the global financial crisis.

CRM outsourcing results for 2012 were encouraging, but not breathtaking

The overall picture for the contact centre outsourcing space at the end of 2012 was relatively positive, but nothing to write home about, with some players posting negative results for the year.

Notwithstanding a solid Q4 performance, there is no question that …