Global Call Center Outsourcings Market (2022-2027) by Operation, Industry, and Geography, IGR Competitive Analysis, Impact of Covid-19, Ansoff Analysis

Global Call Center Outsourcings Market (2022-2027) by Operation, Industry, and Geography, IGR Competitive Analysis, Impact of Covid-19, Ansoff Analysis


The Global Call Center Outsourcings Market is estimated to be USD 91.7 Bn in 2022 and is expected to reach USD 133.99 Bn by 2027, growing at a CAGR of 7.88%.

Market Dynamics

Market dynamics are forces that impact the prices and behaviors of the Global Call Center Outsourcings Market stakeholders. These forces create pricing signals which result from the changes in the supply and demand curves for a given product or service. Forces of Market Dynamics may be related to macro-economic and micro-economic factors. There are dynamic market forces other than price, demand, and supply. Human emotions can also drive decisions, influence the market, and create price signals.
As the market dynamics impact the supply and demand curves, decision-makers aim to determine the best way to use various financial tools to stem various strategies for speeding the growth and reducing the risks.

Market Segmentations

The Global Call Center Outsourcings Market is segmented based on Operation, Industry, and Geography.

  • By Operation, the market is classified into Inbound and Outbound.
  • By Industry, the market is classified into 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 Te.
  • By Geography, the market is classified into Americas, Europe, Middle-East & Africa, and Asia-Pacific.
Company Profiles

The report provides a detailed analysis of the competitors in the market. It covers the financial performance analysis for the publicly listed companies in the market. The report also offers detailed information on the companies' recent development and competitive scenario. Some of the companies covered in this report are Accenture PLC, askUs, Inc., Capgemini SE, Cognizant, Fusion BPO Services, HCL Technologies, Hinduja Global Solutions Ltd., IBM Global Services, Infosys Ltd., Tata Consultancy Services, Teleperformance SE, etc.

Countries Studied
  • America (Argentina, Brazil, Canada, Chile, Colombia, Mexico, Peru, United States, Rest of Americas)
  • Europe (Austria, Belgium, Denmark, Finland, France, Germany, Italy, Netherlands, Norway, Poland, Russia, Spain, Sweden, Switzerland, United Kingdom, Rest of Europe)
  • Middle-East and Africa (Egypt, Israel, Qatar, Saudi Arabia, South Africa, United Arab Emirates, Rest of MEA)
  • Asia-Pacific (Australia, Bangladesh, China, India, Indonesia, Japan, Malaysia, Philippines, Singapore, South Korea, Sri Lanka, Thailand, Taiwan, Rest of Asia-Pacific)
IGR Competitive Quadrant

The report includes IGR Competitive Quadrant, a proprietary tool to analyze and evaluate the position of companies based on their Industry Position score and Market Performance score. The tool uses various factors for categorizing the players into four categories. Some of these factors considered for analysis are financial performance over the last 3 years, growth strategies, innovation score, new product launches, investments, growth in market share, etc.

Ansoff Analysis

The report presents a detailed Ansoff matrix analysis for the Global Call Center Outsourcings Market. Ansoff Matrix, also known as Product/Market Expansion Grid, is a strategic tool used to design strategies for the growth of the company. The matrix can be used to evaluate approaches in four strategies viz. Market Development, Market Penetration, Product Development and Diversification. The matrix is also used for risk analysis to understand the risk involved with each approach.
Infogence Global Research analyses the Global Call Center Outsourcings Market using the Ansoff Matrix to provide the best approaches a company can take to improve its market position.
Based on the SWOT analysis conducted on the industry and industry players, Infogence Global Research has devised suitable strategies for market growth.

Why buy this report?
  • The report offers a comprehensive evaluation of the Global Call Center Outsourcings Market. The report includes in-depth qualitative analysis, verifiable data from authentic sources, and projections about market size. The projections are calculated using proven research methodologies.
  • The report has been compiled through extensive primary and secondary research. The primary research is done through interviews, surveys, and observation of renowned personnel in the industry.
  • The report includes an in-depth market analysis using Porter's 5 forces model and the Ansoff Matrix. In addition, the impact of Covid-19 on the market is also featured in the report.
  • The report also includes the regulatory scenario in the industry, which will help you make a well-informed decision. The report discusses major regulatory bodies and major rules and regulations imposed on this sector across various geographies.
  • The report also contains the competitive analysis using IGR Positioning Quadrants, Infogence's Proprietary competitive positioning tool.
Report Highlights:
  • A complete analysis of the market, including parent industry
  • Important market dynamics and trends
  • Market segmentation
  • Historical, current, and projected size of the market based on value and volume
  • Market shares and strategies of key players
  • Recommendations to companies for strengthening their foothold in the market

1 Report Description
1.1 Study Objectives
1.2 Market Definition
1.3 Currency
1.4 Years Considered
1.5 Language
1.6 Key Stakeholders
2 Research Methodology
2.1 Research Process
2.2 Data Collection and Validation
2.2.1 Secondary Research
2.2.2 Primary Research
2.2.3 IGR Models
2.3 Market Size Estimation
2.3.1 Bottom-Up Approach
2.3.2 Top-Down Approach
2.4 Assumptions of the Study
2.5 Limitations of the Study
3 Executive Summary
3.1 Introduction
3.2 Market Size, Segmentations, and Outlook
4 Market Dynamics
4.1 Drivers
4.1.1 Big Data and Call Center Analytics
4.1.2 Increasing Deployment of Cloud-Based Call Center Software
4.2 Restraints
4.2.1 Digital Engagements Preferred Over Voice-Based Customer Service
4.2.2 Transparency & Security Issues
4.3 Opportunities
4.3.1 Multichannel to Omnichannel Customer Delivery
4.3.2 Bimodal Approach for Call Centre Operations
4.4 Challenges
4.4.1 Decline in Offshoring Activity
5 Market Analysis
5.1 Regulatory Scenario
5.2 Porter’s Five Forces Analysis
5.3 PESTLE Analysis
5.4 Impact of COVID-19
5.5 Ansoff Matrix Analysis
6 Global Call Center Outsourcings Market, By Operation
6.1 Introduction
6.2 Inbound
6.2.1 Customer Service
6.2.2 Customer Surveys
6.2.3 Help Desk Services
6.2.4 Inbound Sales
6.2.5 Lead Qualification
6.2.6 Order Processing
6.2.7 Reservation Services
6.3 Outbound
6.3.1 Appointment Setting
6.3.2 Call Back Services.
6.3.3 Customer Retention
6.3.4 Lead Generation
6.3.5 Market Research
7 Global Call Center Outsourcings 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 Outsourcings Market
8.1 Introduction
8.2 Argentina
8.3 Brazil
8.4 Canada
8.5 Chile
8.6 Colombia
8.7 Mexico
8.8 Peru
8.9 United States
8.10 Rest of Americas
9 Europe’s Call Center Outsourcings Market
9.1 Introduction
9.2 Austria
9.3 Belgium
9.4 Denmark
9.5 Finland
9.6 France
9.7 Germany
9.8 Italy
9.9 Netherlands
9.10 Norway
9.11 Poland
9.12 Russia
9.13 Spain
9.14 Sweden
9.15 Switzerland
9.16 United Kingdom
9.17 Rest of Europe
10 Middle East and Africa’s Call Center Outsourcings Market
10.1 Introduction
10.2 Egypt
10.3 Israel
10.4 Qatar
10.5 Saudi Arabia
10.6 South Africa
10.7 United Arab Emirates
10.8 Rest of MEA
11 APAC’s Call Center Outsourcings Market
11.1 Introduction
11.2 Australia
11.3 Bangladesh
11.4 China
11.5 India
11.6 Indonesia
11.7 Japan
11.8 Malaysia
11.9 Philippines
11.10 Singapore
11.11 South Korea
11.12 Sri Lanka
11.13 Thailand
11.14 Taiwan
11.15 Rest of Asia-Pacific
12 Competitive Landscape
12.1 IGR Competitive Quadrant
12.2 Market Share Analysis
12.3 Strategic Initiatives
12.3.1 M&A and Investments
12.3.2 Partnerships and Collaborations
12.3.3 Product Developments and Improvements
13 Company Profiles
13.1 Accenture PLC
13.2 askUs, Inc.
13.3 Atento
13.4 Bertelsmann SE & Co. KGaA
13.5 Capgemini SE
13.6 Cognizant
13.7 eClerx Services Ltd.
13.8 Fusion BPO Services
13.9 Go4Customer
13.10 HCL Technologies
13.11 Hinduja Global Solutions Ltd.
13.12 IBM Global Services
13.13 Infosys Ltd.
13.14 Sitel Group
13.15 StarTek Inc.
13.16 Synnex Corp.
13.17 Tata Consultancy Services
13.18 Tech Mahindra
13.19 Teleperformance SE
13.20 Transcom WorldWide AB
13.21 TTEC Holdings, Inc.
13.22 Wipro Ltd.
13.23 WNS Global Services
14 Appendix
14.1 Questionnaire

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