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North America Customer Care BPO Market to 2027 - Regional Analysis and Forecasts By Solution (Onshore Outsourcing, Offshore Outsourcing, and Nearshore Outsourcing); End-User (BFSI, IT & Telecommunication, Manufacturing, Retail & E-Commerce, Healthcare & P

North America Customer Care BPO Market to 2027 - Regional Analysis and Forecasts By Solution (Onshore Outsourcing, Offshore Outsourcing, and Nearshore Outsourcing); End-User (BFSI, IT & Telecommunication, Manufacturing, Retail & E-Commerce, Healthcare & Pharmaceutical, Transport & Logistics, Media & Communication, and Automotive)

The North America Customer Care BPO market accounted for US$ 7.62 Bn in 2018 and is expected to grow at a CAGR of 4.5% over the forecast period 2018–2027, to account for US$ 11.12 Bn in 2027. The growing customer-centric businesses, the demand for cost-efficient, and value-added services are increasing. It is essential to provide the best customer service to all the customers, including new, existing, and potential customers. To serve the customer, businesses are opting for outsourced customer care service. Customer care BPO helps companies in various ways such as reduce operational cost, reduce workforce, gain competitive advantage, increase cross-selling & up-selling, increase customer loyalty & retention, build brand reputation, increase overall profitability, and others. The customers in today’s highly competitive environment are very demanding in terms of services. Businesses are highly focused on offering excellent services to its customers. To fulfill the need for customer services, various enterprises are opting for outsourced customer care BPO. The growing concern for enhanced customer services is positively impacting the growth of the customer care BPO market.

Over the years, customer care BPO services are providing cost-effective services to their customers. To offer enhanced services to its customer in the competitive market, vendors are implanting various technologies such as RPA (robotic process automation) and AI (artificial intelligence). The RPA has profoundly impacted the entire BPO service. RPA is a cost-efficient, high speed with enhanced efficiency in customer service. Along with call center services, vendors offer real-time analysis and insights based on customer data. Vendors operating in the customer care BPO market have a tremendous opportunity to serve customers by implementing these new technologies along with the service portfolio. The emergence of new technologies is providing opportunities for players operating in the customer care BPO market to attract more customers by integrating new technologies.

The North America customer care BPO market is fragmented with the presence of several industries, and the competitive dynamics in the customer care BPO market is expected to change during the upcoming years. The customer care BPO market is highly competitive with the presence of some of the prominent players as well as small regional players.

The customer care BPO market by the solution is segmented into onshore outsourcing, offshore outsourcing, and nearshore outsourcing. Nearshore customer care BPO is the one that provides its services to neighboring countries along with their own country. The advantages of nearshore customer care BPO are they are less expensive and easier to serve its services due to commonalities between the cultures, proximity and time zone, as well as the high possibility of people speaking the same language. The value proposition for nearshore customer care services offered is easily available for every company, which is present and established in nearshore locations. Thus, the market players are switching towards the nearshore customer care services and entitled for the nearshore value proposition.

The overall North America customer care BPO market size has been derived using both primary and secondary source. The research process begins with exhaustive secondary research using internal and external sources to obtain qualitative and quantitative information related to the North America customer care BPO market. It also provides an overview and forecast for the North America customer care BPO market based on all the segmentation provided for the North America region. Also, primary interviews were conducted with industry participants and commentators to validate data and analysis. The participants who typically take part in such a process include industry expert such as V.P.s, business development managers, market intelligence managers, and national sales managers, and external consultants such as valuation experts, research analysts, and key opinion leaders specializing in the North America customer care BPO industry. Some of the players present in customer care BPO market are Alorica Inc., Atento, Arvato AG, Concentrix Corporation, Sitel Group, Sykes Enterprises, Incorporated, Teleperformance SE, Teletech Holdings, Webhelp Group, and Worldwide Call Centers, Inc. among others.


1. Introduction
1.1 Scope of The Study
1.2 The Insight Partners Research Report Guidance
2. Key Takeaways
3. North America Customer Care BPO Market Landscape
3.1 Market Overview
3.2 Market Segmentation
3.2.1 North America Customer Care BPO Market – By Solution
3.2.2 North America Customer Care BPO Market – By End User
3.2.3 North America Customer Care BPO Market – By Country
3.3 PEST Analysis
3.3.1 North America – PEST Analysis
3.4 Ecosystem Analysis
3.5 Expert Opinion
4. North America Customer Care BPO Market – Key Industry Dynamics
4.1 Key Market Drivers
4.1.1 Growing Focus of Enterprises Towards Enhanced Customer Satisfaction
4.1.2 Growing Demand for Reducing the Operational Costs
4.2 Key Market Restraints
4.2.1 Growing number of cyber-attacks and growing security concerns
4.2.2 High dependency on telecommunication sector
4.3 Key Market Opportunities
4.3.1 Adoption of new technologies for improved customer experience
4.4 Future Trends
4.4.1 Geographical concentration of delivery centres
4.5 Impact Analysis of Drivers and Restraints
5. North America Customer Care BPO – Global Market Analysis
5.1 North America Customer Care BPO Market Overview
5.2 North America Customer Care BPO Market Forecast and Analysis
6. North America Customer Care BPO Market Analysis – By Solution
6.1 Overview
6.2 North America Customer Care BPO Market Breakdown, By Solution, 2018 & 2027
6.3 Onshore Outsourcing
6.3.1 Overview
6.3.2 Onshore Outsourcing Market Forecasts and Analysis
6.4 Offshore Outsourcing
6.4.1 Overview
6.4.2 Offshore Outsourcing Market Forecasts and Analysis
6.5 Nearshore Outsourcing
6.5.1 Overview
6.5.2 Nearshore Outsourcing Market Forecasts and Analysis
7. North America Customer Care BPO Market Analysis – By End-User
7.1 Overview
7.2 North America Customer Care BPO Market Breakdown, By End-User, 2018 & 2027
7.3 BFSI
7.3.1 Overview
7.3.2 BFSI Market Forecasts and Analysis
7.4 IT & Telecommunication
7.4.1 Overview
7.4.2 IT & Telecommunication Market Forecasts and Analysis
7.5 Manufacturing, Retail & E-Commerce
7.5.1 Overview
7.5.2 Manufacturing, Retail & E-Commerce Market Forecasts and Analysis
7.6 Healthcare & Pharmaceutical
7.6.1 Overview
7.6.2 Healthcare & Pharmaceutical Market Forecasts and Analysis
7.7 Transport & Logistics
7.7.1 Overview
7.7.2 Transport & Logistics Market Forecasts and Analysis
7.8 Media & Communication
7.8.1 Overview
7.8.2 Media & Communication Market Forecasts and Analysis
7.9 Automotive
7.9.1 Overview
7.9.2 Automotive Market Forecasts and Analysis
7.10 Others
7.10.1 Overview
7.10.2 Others Market Forecasts and Analysis
8. North America Customer Care BPO Market– Country Analysis
8.1 Overview
8.1.1 North America Customer Care BPO Market Breakdown, by Key Countries
8.1.1.1 U.S. Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)
8.1.1.1.1 U.S. Customer Care BPO Market Breakdown by Solution
8.1.1.1.2 U.S. Customer care BPO Market Breakdown by End-User
8.1.1.2 Canada Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)
8.1.1.2.1 Canada Customer Care BPO Market Breakdown by Solution
8.1.1.2.2 Canada Customer Care BPO Market Breakdown by End-User
8.1.1.3 Mexico Customer Care BPO Market Revenue and Forecasts to 2027 (US$ BN)
8.1.1.3.1 Mexico Customer Care BPO Market Breakdown by Solution
8.1.1.3.2 Mexico Customer Care BPO Market Breakdown by End-User
9. Customer Care BPO Market - Industry Landscape
9.1 Market Initiative
9.2 Merger and Acquisition
10. North America Customer Care BPO Market – Company Profile
10.1 Alorica Inc.
10.1.1 Key Facts
10.1.2 Business Description
10.1.3 Products and Services
10.1.4 SWOT Analysis
10.1.5 Key Developments
10.2 Arvato AG
10.2.1 Key Facts
10.2.2 Business Description
10.2.3 Products and Services
10.2.4 Financial Overview
10.2.5 SWOT Analysis
10.2.6 Key Developments
10.3 Atento S.A.
10.3.1 Key Facts
10.3.2 Business Description
10.3.3 Products and Services
10.3.4 Financial Overview
10.3.5 SWOT Analysis
10.3.6 Key Developments
10.4 Concentrix Corporation
10.4.1 Key Facts
10.4.2 Business Description
10.4.3 Products and Services
10.4.4 Financial Overview
10.4.5 SWOT Analysis
10.4.6 Key Developments
10.5 Sitel Group
10.5.1 Key Facts
10.5.2 Business Description
10.5.3 Products and Services
10.5.4 Financial Overview
10.5.5 SWOT Analysis
10.5.6 Key Developments
10.6 Sykes Enterprises, Incorporated
10.6.1 Key Facts
10.6.2 Business Description
10.6.3 Products and Services
10.6.4 Financial Overview
10.6.5 SWOT Analysis
10.6.6 Key Developments
10.7 Teletech Holdings
10.7.1 Key Facts
10.7.2 Business Description
10.7.3 Products and Services
10.7.4 Financial Overview
10.7.5 SWOT Analysis
10.7.6 Key Developments
10.8 Teleperformance SA
10.8.1 Key Facts
10.8.2 Business Description
10.8.3 Products and Services
10.8.4 Financial Overview
10.8.5 SWOT Analysis
10.8.6 Key Developments
10.9 Webhelp
10.9.1 Key Facts
10.9.2 Business Description
10.9.3 Products and Services
10.9.4 Financial Overview
10.9.5 SWOT Analysis
10.9.6 Key Developments
10.10 Worldwide Call Centers, Inc.
10.10.1 Key Facts
10.10.2 Business Description
10.10.3 Products and Services
10.10.4 Financial Overview
10.10.5 SWOT Analysis
10.10.6 Key Developments
11. Appendix
11.1 About The Insight Partners
11.2 Glossary of Terms
11.3 Methodology
11.3.1 Coverage
11.3.2 Secondary Research
11.3.3 Primary Research
LIST OF TABLES
Table 1. North America Customer Care BPO Market Revenue and Forecasts to 2027 (US$ Bn)
Table 2. North America Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (Us$ Bn)
Table 3. North America Customer Care BPO Market Revenue and Forecasts to 2027 – By End-User (Us$ Mn)
Table 4. North America Customer Care BPO Market Revenue and Forecasts to 2027 – By Key Countries (Us$ Bn)
Table 5. U.S. Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)
Table 6. U.S. Customer Care BPO Market Revenue and Forecasts to 2027 – By End-User (US$ Bn)
Table 7. Canada Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)
Table 8. Canada Customer Care BPO Market Revenue and Forecasts to 2027 – By End-User (US$ Bn)
Table 9. Mexico Customer Care BPO Market Revenue and Forecasts to 2027 – By Solution (US$ Bn)
Table 10. Mexico Customer Care BPO Market Revenue and Forecasts to 2027 – By End-User (US$ Bn)
Table 11. Glossary of Term: Customer Care BPO Market
LIST OF FIGURES
Figure 1. US Customer Care BPO Market, By Revenue, 2018 - 2027, US$ Bn
Figure 2. North America Customer Care BPO Market – By End User, 2018 & 2027, (%)
Figure 3. North America Customer Care BPO Market Segmentation
Figure 4. North America Customer Care BPO Market Segmentation – By Region
Figure 5. North America – PEST Analysis
Figure 6. Ecosystem Analysis
Figure 7. Expert Opinion
Figure 8. North America Customer Care BPO Market Impact Analysis of Driver and Restraints
Figure 9. North America Customer Care BPO Market Forecast and Analysis
Figure 10. North America Customer Care BPO Market Breakdown, By Solution, 2018 & 2027 (%)
Figure 11. North America Customer Care BPO Market, By Onshore Outsourcing Market Revenue and Forecasts to 2027 (US$ Bn)
Figure 12. North America Customer Care BPO Market, By Offshore Outsourcing Revenue and Forecasts to 2027 (US$ Bn)
Figure 13. North America Customer Care BPO Market, By Nearshore Outsourcing Revenue and Forecasts to 2027 (US$ Bn)
Figure 14. North America Customer Care BPO Market Breakdown, By End-User, 2018 & 2027 (%)
Figure 15. North America Customer Care BPO Market, By BFSI Market Revenue and Forecasts to 2027 (US$ Mn)
Figure 16. North America Customer Care BPO Market, By IT & Telecommunication Revenue and Forecasts to 2027 (US$ Mn)
Figure 17. North America Customer Care BPO Market, By Manufacturing, Retail & E-Commerce Revenue and Forecasts to 2027 (US$ Mn)
Figure 18. North America Customer Care BPO Market, By Healthcare & Pharmaceutical Revenue and Forecasts to 2027 (US$ Mn)
Figure 19. North America Customer Care BPO Market, By Transport & Logistics Market Revenue and Forecasts to 2027 (US$ Mn)
Figure 20. North America Customer Care BPO Market, By Media & Communication Revenue and Forecasts to 2027 (US$ Mn)
Figure 21. North America Customer Care BPO Market, By Automotive Revenue and Forecasts to 2027 (US$ Mn)
Figure 22. North America Customer Care BPO Market, By Others Revenue and Forecasts to 2027 (US$ Mn)
Figure 23. North America Customer Care BPO Market Breakdown by Key Countries, 2018 & 2027(%)
Figure 24. U.S. Customer Care BPO Market Revenue and Forecasts to 2027 (US$ Bn)
Figure 25. Canada Customer Care BPO Market Revenue and Forecasts to 2027 (US$ Bn)
Figure 26. Mexico Customer Care BPO Market Revenue and Forecasts to 2027 (US$ Bn)

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