隨著買家成熟老練，CCO的價值已經超越了勞動套利；服務商越來越注重過程改進和業務成果以提供節約成本和收入增長。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，表現出買家來鞏固自己的投資組合，目前的業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.
