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Call Center Outsourcing Market: Current Analysis and Forecast (2022-2028)

Publisher UnivDatos Market Insights
Published Jan 11, 2022
Length 154 Pages
SKU # Univ17631629

Description

Call Center Outsourcing Market: Current Analysis and Forecast (2022-2028)

Call center outsourcing is defined as the strategic business decision taken by an organization to outsource its customer support function to a specialized BPO vendor. The third-party vendor handles all types of customer service problems, such as customer queries, payment failures, and many more.

The growing significance of cost reductions in business operations is attributed to the growing adoption of call center outsourcing. Furthermore, the rising focus of enterprises on boosting business agility, surviving the continuously changing business dynamics, and strategies to improve efficiency are the factors fueling the growth of the call center outsourcing market.
  • Based on type, the market is segmented into in-bound and out-bound. The inbound segment is expected to grow significantly during the forecast period. The growing adoption of inbound call services can be attributed to the growing trend of providing top-of-the-line customer service.
  • Based on enterprise size, the market is segmented into small and medium enterprises and large enterprises. Large enterprises are expected to achieve significant prominence during the forecast period. The primary reason that companies outsource their customer service to offshore call centers is that many foreign countries pay their workers less than the U.S. As such, using an offshore call center can be significantly cheaper than launching an in-house customer service team.
  • Based on End-user, the market is segmented into IT, BFSI, healthcare, retail, government, and others. The IT segment is expected to achieve significant prominence during the forecast. The growing adoption of IT technologies and implementation of AI in the IT sector is expected to drive the market
  • For a better understanding of the market adoption of call center outsourcing, the market is analyzed based on its worldwide presence in the countries such as North America (U.S., Canada, Rest of North America), Europe (Germany, U.K., France, Spain, Italy, Rest of Europe), Asia-Pacific (China, Japan, India, Rest of Asia-Pacific), Rest of World. The Asia Pacific region is expected to dominate the call center outsourcing market. The growth of the call center outsourcing market in the region can be attributed to the presence of a large number of companies that provide call center outsourcing services. Furthermore, countries like India have a large English-speaking population which is expected to influence the call center outsourcing market in the region.
  • Some of the major players operating in the market include Accenture Plc, Teleperformance SE, Atento SA, Concentrix Corporation, Sitel Group, Capgemini SE, Cognizant Technology Solutions Corporation, Sutherland Global Services, Inc, TTEC Holdings, Inc, and HCL Technologies.

Table of Contents

154 Pages
1 MARKET INTRODUCTION
1.1. Market Definitions
1.2. Main Objective
1.3. Stakeholders
1.4. Limitation
2 RESEARCH METHODOLOGY OR ASSUMPTION
2.1. Research Process of the Call Center Outsourcing Market
2.2. Research Methodology of the Call Center Outsourcing Market
2.3. Respondent Profile
3 MARKET SYNOPSIS
4 EXECUTIVE SUMMARY
5 IMPACT OF COVID-19 ON THE CALL CENTER OUTSOURCING MARKET
6 CALL CENTER OUTSOURCING MARKET REVENUE (USD BN), 2020-2028F
7 MARKET INSIGHTS BY TYPE
7.1. In-bound
7.2. Outbound
8 MARKET INSIGHTS BY ENTERPRISE SIZE
8.1. Small and Medium Enterprises
8.2. Large Enterprises
9 MARKET INSIGHTS BY END-USER
9.1. IT
9.2. BFSI
9.3. Healthcare
9.4. Retail
9.5. Government
9.6. Others
10 MARKET INSIGHTS BY REGION
10.1. North America
10.1.1. U.S.
10.1.2. Canada
10.1.3. Rest of North America
10.2. Europe
10.2.1. Germany
10.2.2. The United Kingdom
10.2.3. France
10.2.4. Italy
10.2.5. Spain
10.2.6. Rest of Europe
10.3. Asia-Pacific
10.3.1. China
10.3.2. Japan
10.3.3. India
10.3.4. Rest of Asia-Pacific
10.4. Rest of World
11 CALL CENTER OUTSOURCING MARKET DYNAMICS
11.1. Market Drivers
11.2. Market Challenges
11.3. Impact Analysis
12 CALL CENTER OUTSOURCING MARKET OPPORTUNITIES
13 CALL CENTER OUTSOURCING MARKET TRENDS
14 DEMAND AND SUPPLY-SIDE ANALYSIS
14.1. Demand Side Analysis
14.2. Supply Side Analysis
15 VALUE CHAIN ANALYSIS
16 COMPETITIVE SCENARIO
16.1. Competitive Landscape
16.1.1. Porters Fiver Forces Analysis
17 COMPANY PROFILED
17.1. Accenture Plc
17.2. Teleperformance SE
17.3. Atento SA
17.4. Concentrix Corporation
17.5. Sitel Group
17.6. Capgemini SE
17.7. Sutherland Global Services, Inc.
17.8. TTEC Holdings, Inc.
17.9. HCL Technologies
17.10. Cognizant Technology Solutions
18 DISCLAIMER

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