隨著買家成熟老練，CCO的價值已經(jīng)超越了勞動套利；服務商越來越注重過程改進和業(yè)務成果以提供節(jié)約成本和收入增長。2013年全球呼叫中心外包（CCO）市場增長了7%，達到70-75億美元。隨著大量新增的交易，2013也見證了大量的終端，表現(xiàn)出買家來鞏固自己的投資組合，目前的業(yè)務驅動更多的價值意向。

　　英文原文：

　　Contact Center Outsourcing （CCO） Market Gets Better with Age: Everest Group Report

　　Information Technology｜Tuesday, July 01, 2014

　　With buyers maturing in sophistication, the value proposition of CCO has moved beyond labor arbitrage; service providers are increasingly focused on process improvement and business outcomes to deliver cost savings and revenue growth.

　　The global Contact Center Outsourcing （CCO） market grew at 7 percent in 2013, reaching US$70-75 billion. Along with a higher number of new deals, 2013 also witnessed a high number of terminations, highlighting buyers' intentions to consolidate their portfolio and drive more value from current engagements.