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Call Centres Market by Component (Consulting & Training, Integration & Deployment, Solutions), Deployment (Cloud-Based Call Centers, Hybrid Call Centers, On-Premise Call Centers), Vertical - Global Forecast 2024-2030

Publisher 360iResearch
Published Jan 15, 2024
Length 195 Pages
SKU # IRE18436646

Description

Call Centres Market by Component (Consulting & Training, Integration & Deployment, Solutions), Deployment (Cloud-Based Call Centers, Hybrid Call Centers, On-Premise Call Centers), Vertical - Global Forecast 2024-2030


The Call Centres Market size was estimated at USD 27.32 billion in 2023 and expected to reach USD 29.44 billion in 2024, at a CAGR 8.24% to reach USD 47.57 billion by 2030.

Global Call Centres Market

FPNV Positioning Matrix

The FPNV Positioning Matrix is pivotal in evaluating the Call Centres 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 Centres 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 Centres Market, highlighting leading vendors and their innovative profiles. These include Alliance Data Systems Inc., Alorica Inc., ATOS SE, BT PLC, Concentrix, Entel Call Center S.A., EXL Service Holding Inc., Genpact Limited, HCL BPO Services NI Ltd., IBEX Global Solutions PLC, International Business Machines Corporation, Plusoft Informatica Ltd., Sitel Group, Tata Consultancy Services Ltd., Teleperformance SE, TTEC Holdings Inc., and Wipro Ltd..

Market Segmentation & Coverage



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

Component
Consulting & Training
Integration & Deployment
Solutions
Automatic Call Distributors
Call Center Workforce Optimization
Computer Telephony Integration
Intelligent Call Routing
Intelligent Virtual Assistants
Interactive Voice Response
Reporting & Analytics
Support & Maintenance
Deployment
Cloud-Based Call Centers
Hybrid Call Centers
On-Premise Call Centers
Vertical
BFSI
Government
Healthcare
IT & Telecom
Media & Entertainment
Retail & Consumer Goods
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 Centres Market?
2. Which products, segments, applications, and areas should one consider investing in over the forecast period in the Call Centres Market?
3. What are the technology trends and regulatory frameworks in the Call Centres Market?
4. What is the market share of the leading vendors in the Call Centres Market?
5. Which modes and strategic moves are suitable for entering the Call Centres Market?

Note: PDF & Excel + Online Access - 1 Year

Table of Contents

195 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 Centres Market, by Region
5. Market Insights
5.1. Market Dynamics
5.1.1. Drivers
5.1.1.1. Growing focus of companies on providing better services to the customers
5.1.1.2. The increasing use of RPA in call centers
5.1.1.3. Significant increase in the importance of self service
5.1.2. Restraints
5.1.2.1. Involvement of various complexities in the processes of call centre
5.1.3. Opportunities
5.1.3.1. Increased productivity with the introduction of artificial intelligence
5.1.3.2. Continuous reshaping of call centres due to introduction of cloud communication
5.1.4. Challenges
5.1.4.1. Call centres and the regulatory environment
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 Centres Market, by Component
6.1. Introduction
6.2. Consulting & Training
6.3. Integration & Deployment
6.4. Solutions
6.5.1. Automatic Call Distributors
6.5.2. Call Center Workforce Optimization
6.5.3. Computer Telephony Integration
6.5.4. Intelligent Call Routing
6.5.5. Intelligent Virtual Assistants
6.5.6. Interactive Voice Response
6.5.7. Reporting & Analytics
6.5. Support & Maintenance
7. Call Centres Market, by Deployment
7.1. Introduction
7.2. Cloud-Based Call Centers
7.3. Hybrid Call Centers
7.4. On-Premise Call Centers
8. Call Centres Market, by Vertical
8.1. Introduction
8.2. BFSI
8.3. Government
8.4. Healthcare
8.5. IT & Telecom
8.6. Media & Entertainment
8.7. Retail & Consumer Goods
8.8. Travel & Hospitality
9. Americas Call Centres Market
9.1. Introduction
9.2. Argentina
9.3. Brazil
9.4. Canada
9.5. Mexico
9.6. United States
10. Asia-Pacific Call Centres Market
10.1. Introduction
10.2. Australia
10.3. China
10.4. India
10.5. Indonesia
10.6. Japan
10.7. Malaysia
10.8. Philippines
10.9. Singapore
10.10. South Korea
10.11. Taiwan
10.12. Thailand
10.13. Vietnam
11. Europe, Middle East & Africa Call Centres Market
11.1. Introduction
11.2. Denmark
11.3. Egypt
11.4. Finland
11.5. France
11.6. Germany
11.7. Israel
11.8. Italy
11.9. Netherlands
11.10. Nigeria
11.11. Norway
11.12. Poland
11.13. Qatar
11.14. Russia
11.15. Saudi Arabia
11.16. South Africa
11.17. Spain
11.18. Sweden
11.19. Switzerland
11.20. Turkey
11.21. United Arab Emirates
11.22. United Kingdom
12. Competitive Landscape
12.1. FPNV Positioning Matrix
12.2. Market Share Analysis, By Key Player
12.3. Competitive Scenario Analysis, By Key Player
13. Competitive Portfolio
13.1. Key Company Profiles
13.1.1. Alliance Data Systems Inc.
13.1.2. Alorica Inc.
13.1.3. ATOS SE
13.1.4. BT PLC
13.1.5. Concentrix
13.1.6. Entel Call Center S.A.
13.1.7. EXL Service Holding Inc.
13.1.8. Genpact Limited
13.1.9. HCL BPO Services NI Ltd.
13.1.10. IBEX Global Solutions PLC
13.1.11. International Business Machines Corporation
13.1.12. Plusoft Informatica Ltd.
13.1.13. Sitel Group
13.1.14. Tata Consultancy Services Ltd.
13.1.15. Teleperformance SE
13.1.16. TTEC Holdings Inc.
13.1.17. Wipro Ltd.
13.2. Key Product Portfolio
14. Appendix
14.1. Discussion Guide
14.2. License & Pricing
FIGURE 1. CALL CENTRES MARKET RESEARCH PROCESS
FIGURE 2. CALL CENTRES MARKET SIZE, 2023 VS 2030
FIGURE 3. CALL CENTRES MARKET SIZE, 2018-2030 (USD MILLION)
FIGURE 4. CALL CENTRES MARKET SIZE, BY REGION, 2023 VS 2030 (%)
FIGURE 5. CALL CENTRES MARKET SIZE, BY REGION, 2023 VS 2024 VS 2030 (USD MILLION)
FIGURE 6. CALL CENTRES MARKET DYNAMICS
FIGURE 7. CALL CENTRES MARKET SIZE, BY COMPONENT, 2023 VS 2030 (%)
FIGURE 8. CALL CENTRES MARKET SIZE, BY COMPONENT, 2023 VS 2024 VS 2030 (USD MILLION)
FIGURE 9. CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2023 VS 2030 (%)
FIGURE 10. CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2023 VS 2024 VS 2030 (USD MILLION)
FIGURE 11. CALL CENTRES MARKET SIZE, BY VERTICAL, 2023 VS 2030 (%)
FIGURE 12. CALL CENTRES MARKET SIZE, BY VERTICAL, 2023 VS 2024 VS 2030 (USD MILLION)
FIGURE 13. AMERICAS CALL CENTRES MARKET SIZE, BY COUNTRY, 2023 VS 2030 (%)
FIGURE 14. AMERICAS CALL CENTRES MARKET SIZE, BY COUNTRY, 2023 VS 2024 VS 2030 (USD MILLION)
FIGURE 15. UNITED STATES CALL CENTRES MARKET SIZE, BY STATE, 2023 VS 2030 (%)
FIGURE 16. UNITED STATES CALL CENTRES MARKET SIZE, BY STATE, 2023 VS 2024 VS 2030 (USD MILLION)
FIGURE 17. ASIA-PACIFIC CALL CENTRES MARKET SIZE, BY COUNTRY, 2023 VS 2030 (%)
FIGURE 18. ASIA-PACIFIC CALL CENTRES MARKET SIZE, BY COUNTRY, 2023 VS 2024 VS 2030 (USD MILLION)
FIGURE 19. EUROPE, MIDDLE EAST & AFRICA CALL CENTRES MARKET SIZE, BY COUNTRY, 2023 VS 2030 (%)
FIGURE 20. EUROPE, MIDDLE EAST & AFRICA CALL CENTRES MARKET SIZE, BY COUNTRY, 2023 VS 2024 VS 2030 (USD MILLION)
FIGURE 21. CALL CENTRES MARKET, FPNV POSITIONING MATRIX, 2023
FIGURE 22. CALL CENTRES MARKET SHARE, BY KEY PLAYER, 2023

Pricing

Currency Rates
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