随着买家成熟老练，CCO的价值已经超越了劳动套利；服务商越来越注重过程改进和业务成果以提供节约成本和收入增长。2013年全球呼叫中心外包（CCO）市场增长了7%，达到70-75亿美元。随着大量新增的交易，2013也见证了大量的终端，表现出买家来巩固自己的投资组合，目前的业务驱动更多的价值意向。
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.
