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Call Center Outsourcing Market by Operation (Inbound, Outbound), Industry (Aerospace & Defense, Automotive & Transportation, Banking, Financial Services & Insurance) - Global Forecast 2024-2030

Publisher 360iResearch
Published Jan 15, 2024
Length 189 Pages
SKU # IRE18436645

Description

Call Center Outsourcing Market by Operation (Inbound, Outbound), Industry (Aerospace & Defense, Automotive & Transportation, Banking, Financial Services & Insurance) - Global Forecast 2024-2030


The Call Center Outsourcing Market size was estimated at USD 294.81 billion in 2023 and expected to reach USD 321.18 billion in 2024, at a CAGR 9.06% to reach USD 541.26 billion by 2030.

Global Call Center Outsourcing Market

FPNV Positioning Matrix

The FPNV Positioning Matrix is pivotal in evaluating the Call Center Outsourcing Market. It offers a comprehensive assessment of vendors, examining key metrics related to Business Strategy and Product Satisfaction. This in-depth analysis empowers users to make well-informed decisions aligned with their requirements. Based on the evaluation, the vendors are then categorized into four distinct quadrants representing varying levels of success: Forefront (F), Pathfinder (P), Niche (N), or Vital (V).

Market Share Analysis

The Market Share Analysis is a comprehensive tool that provides an insightful and in-depth examination of the current state of vendors in the Call Center Outsourcing Market. By meticulously comparing and analyzing vendor contributions in terms of overall revenue, customer base, and other key metrics, we can offer companies a greater understanding of their performance and the challenges they face when competing for market share. Additionally, this analysis provides valuable insights into the competitive nature of the sector, including factors such as accumulation, fragmentation dominance, and amalgamation traits observed over the base year period studied. With this expanded level of detail, vendors can make more informed decisions and devise effective strategies to gain a competitive edge in the market.

Key Company Profiles

The report delves into recent significant developments in the Call Center Outsourcing Market, highlighting leading vendors and their innovative profiles. These include Accenture, Atento SA, Bertelsmann SE & Co. KGaA, Capgemini, Cognizant, Go4Customer, HCL Technologies, Hinduja Global Solutions Ltd., IBM Global Services, Infosys, Sitel Group, StarTek Inc., Sykes Enterprises Inc., SYNNEX Corp., Tata Consultancy Services, Tech Mahindra, Teleperformance SE, Transcom Holding AB, TTEC Holdings Inc., and WNS Global Services.

Market Segmentation & Coverage



This research report categorizes the Call Center Outsourcing Market to forecast the revenues and analyze trends in each of the following sub-markets:

Operation
Inbound
Customer Service
Customer Surveys
Help Desk Services
Inbound Sales
Lead Qualification
Order Processing
Reservation Services
Outbound
Appointment Setting
Call Back Services.
Customer Retention
Lead Generation
Market Research
Surveys & Feedback
Telesales & Upsells
Industry
Aerospace & Defense
Automotive & Transportation
Banking, Financial Services & Insurance
Building, Construction & Real Estate
Consumer Goods & Retail
Education
Energy & Utilities
Government & Public Sector
Healthcare & Life Sciences
Information Technology
Manufacturing
Media & Entertainment
Telecommunication
Travel & Hospitality
Region
Americas
Argentina
Brazil
Canada
Mexico
United States
California
Florida
Illinois
New York
Ohio
Pennsylvania
Texas
Asia-Pacific
Australia
China
India
Indonesia
Japan
Malaysia
Philippines
Singapore
South Korea
Taiwan
Thailand
Vietnam
Europe, Middle East & Africa
Denmark
Egypt
Finland
France
Germany
Israel
Italy
Netherlands
Nigeria
Norway
Poland
Qatar
Russia
Saudi Arabia
South Africa
Spain
Sweden
Switzerland
Turkey
United Arab Emirates
United Kingdom

The report offers valuable insights on the following aspects:

1. Market Penetration: It presents comprehensive information on the market provided by key players.
2. Market Development: It delves deep into lucrative emerging markets and analyzes the penetration across mature market segments.
3. Market Diversification: It provides detailed information on new product launches, untapped geographic regions, recent developments, and investments.
4. Competitive Assessment & Intelligence: It conducts an exhaustive assessment of market shares, strategies, products, certifications, regulatory approvals, patent landscape, and manufacturing capabilities of the leading players.
5. Product Development & Innovation: It offers intelligent insights on future technologies, R&D activities, and breakthrough product developments.

The report addresses key questions such as:

1. What is the market size and forecast of the Call Center Outsourcing Market?
2. Which products, segments, applications, and areas should one consider investing in over the forecast period in the Call Center Outsourcing Market?
3. What are the technology trends and regulatory frameworks in the Call Center Outsourcing Market?
4. What is the market share of the leading vendors in the Call Center Outsourcing Market?
5. Which modes and strategic moves are suitable for entering the Call Center Outsourcing Market?

Note: PDF & Excel + Online Access - 1 Year

Table of Contents

189 Pages
1. Preface
1.1. Objectives of the Study
1.2. Market Segmentation & Coverage
1.3. Years Considered for the Study
1.4. Currency & Pricing
1.5. Language
1.6. Limitations
1.7. Assumptions
1.8. Stakeholders
2. Research Methodology
2.1. Define: Research Objective
2.2. Determine: Research Design
2.3. Prepare: Research Instrument
2.4. Collect: Data Source
2.5. Analyze: Data Interpretation
2.6. Formulate: Data Verification
2.7. Publish: Research Report
2.8. Repeat: Report Update
3. Executive Summary
4. Market Overview
4.1. Introduction
4.2. Call Center Outsourcing Market, by Region
5. Market Insights
5.1. Market Dynamics
5.1.1. Drivers
5.1.1.1. Need for skilled staff & specialized knowledge
5.1.1.2. Improved scalability and productivity
5.1.1.3. Increasing deployment of cloud-based call center software
5.1.2. Restraints
5.1.2.1. Digital engagements preferred over voice-based customer service
5.1.3. Opportunities
5.1.3.1. Multichannel to omnichannel customer delivery
5.1.3.2. Bimodal approach for call centre operations
5.1.4. Challenges
5.1.4.1. Transparency & security issues
5.2. Market Segmentation Analysis
5.3. Market Trend Analysis
5.4. Cumulative Impact of High Inflation
5.5. Porter’s Five Forces Analysis
5.5.1. Threat of New Entrants
5.5.2. Threat of Substitutes
5.5.3. Bargaining Power of Customers
5.5.4. Bargaining Power of Suppliers
5.5.5. Industry Rivalry
5.6. Value Chain & Critical Path Analysis
5.7. Regulatory Framework
6. Call Center Outsourcing Market, by Operation
6.1. Introduction
6.2. Inbound
6.3.1. Customer Service
6.3.2. Customer Surveys
6.3.3. Help Desk Services
6.3.4. Inbound Sales
6.3.5. Lead Qualification
6.3.6. Order Processing
6.3.7. Reservation Services
6.3. Outbound
6.4.1. Appointment Setting
6.4.2. Call Back Services.
6.4.3. Customer Retention
6.4.4. Lead Generation
6.4.5. Market Research
6.4.6. Surveys & Feedback
6.4.7. Telesales & Upsells
7. Call Center Outsourcing Market, by Industry
7.1. Introduction
7.2. Aerospace & Defense
7.3. Automotive & Transportation
7.4. Banking, Financial Services & Insurance
7.5. Building, Construction & Real Estate
7.6. Consumer Goods & Retail
7.7. Education
7.8. Energy & Utilities
7.9. Government & Public Sector
7.10. Healthcare & Life Sciences
7.11. Information Technology
7.12. Manufacturing
7.13. Media & Entertainment
7.14. Telecommunication
7.15. Travel & Hospitality
8. Americas Call Center Outsourcing Market
8.1. Introduction
8.2. Argentina
8.3. Brazil
8.4. Canada
8.5. Mexico
8.6. United States
9. Asia-Pacific Call Center Outsourcing Market
9.1. Introduction
9.2. Australia
9.3. China
9.4. India
9.5. Indonesia
9.6. Japan
9.7. Malaysia
9.8. Philippines
9.9. Singapore
9.10. South Korea
9.11. Taiwan
9.12. Thailand
9.13. Vietnam
10. Europe, Middle East & Africa Call Center Outsourcing Market
10.1. Introduction
10.2. Denmark
10.3. Egypt
10.4. Finland
10.5. France
10.6. Germany
10.7. Israel
10.8. Italy
10.9. Netherlands
10.10. Nigeria
10.11. Norway
10.12. Poland
10.13. Qatar
10.14. Russia
10.15. Saudi Arabia
10.16. South Africa
10.17. Spain
10.18. Sweden
10.19. Switzerland
10.20. Turkey
10.21. United Arab Emirates
10.22. United Kingdom
11. Competitive Landscape
11.1. FPNV Positioning Matrix
11.2. Market Share Analysis, By Key Player
11.3. Competitive Scenario Analysis, By Key Player
12. Competitive Portfolio
12.1. Key Company Profiles
12.1.1. Accenture
12.1.2. Atento SA
12.1.3. Bertelsmann SE & Co. KGaA
12.1.4. Capgemini
12.1.5. Cognizant
12.1.6. Go4Customer
12.1.7. HCL Technologies
12.1.8. Hinduja Global Solutions Ltd.
12.1.9. IBM Global Services
12.1.10. Infosys
12.1.11. Sitel Group
12.1.12. StarTek Inc.
12.1.13. Sykes Enterprises Inc.
12.1.14. SYNNEX Corp.
12.1.15. Tata Consultancy Services
12.1.16. Tech Mahindra
12.1.17. Teleperformance SE
12.1.18. Transcom Holding AB
12.1.19. TTEC Holdings Inc.
12.1.20. WNS Global Services
12.2. Key Product Portfolio
13. Appendix
13.1. Discussion Guide
13.2. License & Pricing
FIGURE 1. CALL CENTER OUTSOURCING MARKET RESEARCH PROCESS
FIGURE 2. CALL CENTER OUTSOURCING MARKET SIZE, 2023 VS 2030
FIGURE 3. CALL CENTER OUTSOURCING MARKET SIZE, 2018-2030 (USD MILLION)
FIGURE 4. CALL CENTER OUTSOURCING MARKET SIZE, BY REGION, 2023 VS 2030 (%)
FIGURE 5. CALL CENTER OUTSOURCING MARKET SIZE, BY REGION, 2023 VS 2024 VS 2030 (USD MILLION)
FIGURE 6. CALL CENTER OUTSOURCING MARKET DYNAMICS
FIGURE 7. CALL CENTER OUTSOURCING MARKET SIZE, BY OPERATION, 2023 VS 2030 (%)
FIGURE 8. CALL CENTER OUTSOURCING MARKET SIZE, BY OPERATION, 2023 VS 2024 VS 2030 (USD MILLION)
FIGURE 9. CALL CENTER OUTSOURCING MARKET SIZE, BY INDUSTRY, 2023 VS 2030 (%)
FIGURE 10. CALL CENTER OUTSOURCING MARKET SIZE, BY INDUSTRY, 2023 VS 2024 VS 2030 (USD MILLION)
FIGURE 11. AMERICAS CALL CENTER OUTSOURCING MARKET SIZE, BY COUNTRY, 2023 VS 2030 (%)
FIGURE 12. AMERICAS CALL CENTER OUTSOURCING MARKET SIZE, BY COUNTRY, 2023 VS 2024 VS 2030 (USD MILLION)
FIGURE 13. UNITED STATES CALL CENTER OUTSOURCING MARKET SIZE, BY STATE, 2023 VS 2030 (%)
FIGURE 14. UNITED STATES CALL CENTER OUTSOURCING MARKET SIZE, BY STATE, 2023 VS 2024 VS 2030 (USD MILLION)
FIGURE 15. ASIA-PACIFIC CALL CENTER OUTSOURCING MARKET SIZE, BY COUNTRY, 2023 VS 2030 (%)
FIGURE 16. ASIA-PACIFIC CALL CENTER OUTSOURCING MARKET SIZE, BY COUNTRY, 2023 VS 2024 VS 2030 (USD MILLION)
FIGURE 17. EUROPE, MIDDLE EAST & AFRICA CALL CENTER OUTSOURCING MARKET SIZE, BY COUNTRY, 2023 VS 2030 (%)
FIGURE 18. EUROPE, MIDDLE EAST & AFRICA CALL CENTER OUTSOURCING MARKET SIZE, BY COUNTRY, 2023 VS 2024 VS 2030 (USD MILLION)
FIGURE 19. CALL CENTER OUTSOURCING MARKET, FPNV POSITIONING MATRIX, 2023
FIGURE 20. CALL CENTER OUTSOURCING MARKET SHARE, BY KEY PLAYER, 2023

Pricing

Currency Rates
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