EXECUTIVE ENGAGEMENTS
OUTREACH
INTERACTIONS
PARTICIPANTS
VALIDATIONS
COMPETITORS
* Login for a full stack data experience
DATE
APR 2021
TABLES
54
PAGES
219
EDITION
18
PRICE
USD $5600
HIGHLIGHTS
SELECT PLAYERS
[24]7.ai, Inc.; Alliance Data Systems, Inc.; Alorica, Inc ; Atento; ATOS S.A.; BT Communications (Ireland) Limited; Capita Customer Management Limited; Concentrix ; Convergys Corp.,; Entel Call Center; Genpact; IBEX Global; IBM Global Process Services Pvt. Ltd; Plusoft Informatica Ltd; Sitel; Sykes Enterprises, Inc.; Tata Consultancy Services Limited; Teleperformance SA; West Corporation; Wipro
SEGMENTS
» Type (In-House, Outsourced)
GEOGRAPHIES
» World » United States » Canada » Japan » China » Europe » France » Germany » Italy » United Kingdom » and Rest of Europe » Asia-Pacific » Rest of World
TABLE OF CONTENTS
I. METHODOLOGY |
II. EXECUTIVE SUMMARY |
1. MARKET OVERVIEW |
Influencer Market Insights |
World Market Trajectories |
Impact of Covid-19 and a Looming Global Recession |
Call Centers: A Quick Primer |
Recent Market Activity |
Call Centers Tap Technology to Improve Operational Efficiency & Service Quality |
Addressing the Evolving Customer Experience |
Digital Transformation - Playing an Important Role |
Outlook |
Developing Markets Drive Growth |
Outsourced Call Center Services Market |
Despite Outsourcing Wave, In-House Call Centers Continue to Remain Dominant |
Offshore Call Centers: The Key Growth Vertical for Developing World |
A Brief Sketch of Major Offshore Destinations for Call Centers |
Onshore Call Centers - Still in the Reckoning |
Wave of Re-Shoring & Nearshoring Strategies |
Right Shoring Gains Traction in Call Center Operations |
Mass Market Call Centers Outnumber B2B Call Centers |
Multiple Outsourced Call Centers: Order of the Day |
Competition |
Leading Players |
Startups Spur Innovation in Call Center Industry |
Spurt in Mobile Telephony: The Key Driver of Industry Transformation Seen Over the Last Two Decades |
2. FOCUS ON SELECT PLAYERS |
[24]7 Inc. (USA) |
Alliance Data Systems, Inc. (USA) |
Alorica, Inc. (USA) |
Atento (Luxembourg) |
ATOS S.A. (France) |
BT Communications (Ireland) Limited (Ireland) |
Capita Customer Management Limited (UK) |
Concentrix (USA) |
Convergys Corp. (USA) |
Entel Call Center (Chile) |
EXL Service Holdings, Inc. (USA) |
Genpact Limited (Bermuda) |
HCL BPO Services NI Ltd (Ireland) |
IBEX Global (USA) |
IBM Global Process Services Pvt. Ltd (India) |
Plusoft Informatica Ltda (Brazil) |
Sitel (USA) |
Sykes Enterprises, Inc. (USA) |
Tata Consultancy Services Limited (India) |
Teleperformance SE (France) |
TTEC Holdings, Inc. (USA) |
West Corporation (USA) |
Wipro Ltd (India) |
3. MARKET TRENDS & DRIVERS |
Cloud Communications Continue to Reshape Call Centers market |
OmniChannel Strategy Offers Holistic Support |
Unified Communications Simplify Customer Engagement |
Artificial Intelligence Enhances Call Center Productivity |
Industry Displays Increasing Reliance on IVR |
Integration of Social Media with Call Center Operations Opens New Possibilities |
Opportunity Indicators |
Sustained Increase in Importance of Self-Service |
Focus Grows on Improved Contact Center Analytics |
Integrating CRM with Big Data Analytics Brings in Significant Benefits |
Companies Target Multi-Skilled Employees |
Increase in Remote Contact Center Agents |
Building Meaningful Collaboration among Agents and the Way they Work |
Multi-Language Contact Centers - A Key Trend |
From Cost Centers to Profit Centers - Call Centers Go Beyond Service & Support Functions to Adopt Sales & Marketing Capabilities |
Virtual Agents Model Emerges as a New Profitable Approach |
Hosted or Virtual Call Centers on the Rise |
Improving 'Customer Experience' Turns into Core Area for Call Centers |
KPIs and Metrics Take Center Stage |
Call Centers Embrace IP for Better Efficiency |
CRM: A Shot in the Arm for Call Centers |
Call Center Applications Diversify to Include Mobile Apps |
Video Emerges as a New Channel for Call Centers |
Voice/Speech Based Technologies Empower Call Center Training & Operations |
Workforce Management Solutions to the Fore |
Evolving Database Technologies and Management Strategies Guide Call Centers to Reach New Avenues |
Customer Support & Sales Force Automation Dominate Software Applications |
Multi-Site Call Routing Solutions: Popular with Large Global Firms |
Automatic Call Distributing (ACD) Products- From Standalone to Open and Networked Systems |
Key Issues |
Growing Digital Engagement Drags Down Voice Based Customer Interactions |
Simplifying Complexities in Call Center Processes: A Key Area of Focus |
Call Centers & the Regulatory Environment |
4. GLOBAL MARKET PERSPECTIVE |
World Current & Future Analysis for Call Centers by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2020 through 2027 and % CAGR |
World Historic Review for Call Centers by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2019 and % CAGR |
World 15-Year Perspective for Call Centers by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets for Years 2012, 2020 & 2027 |
World Current & Future Analysis for In-House by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2020 through 2027 and % CAGR |
World Historic Review for In-House by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2019 and % CAGR |
World 15-Year Perspective for In-House by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2012, 2020 & 2027 |
World Current & Future Analysis for Outsourced by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2020 through 2027 and % CAGR |
World Historic Review for Outsourced by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2019 and % CAGR |
World 15-Year Perspective for Outsourced by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2012, 2020 & 2027 |
III. MARKET ANALYSIS |
UNITED STATES |
USA Current & Future Analysis for Call Centers by Type - In-House and Outsourced - Independent Analysis of Annual Sales in US$ Million for the Years 2020 through 2027 and % CAGR |
USA Historic Review for Call Centers by Type - In-House and Outsourced Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2019 and % CAGR |
USA 15-Year Perspective for Call Centers by Type - Percentage Breakdown of Value Sales for In-House and Outsourced for the Years 2012, 2020 & 2027 |
CANADA |
Canada Current & Future Analysis for Call Centers by Type - In-House and Outsourced - Independent Analysis of Annual Sales in US$ Million for the Years 2020 through 2027 and % CAGR |
Canada Historic Review for Call Centers by Type - In-House and Outsourced Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2019 and % CAGR |
Canada 15-Year Perspective for Call Centers by Type - Percentage Breakdown of Value Sales for In-House and Outsourced for the Years 2012, 2020 & 2027 |
JAPAN |
Japan Current & Future Analysis for Call Centers by Type - In-House and Outsourced - Independent Analysis of Annual Sales in US$ Million for the Years 2020 through 2027 and % CAGR |
Japan Historic Review for Call Centers by Type - In-House and Outsourced Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2019 and % CAGR |
Japan 15-Year Perspective for Call Centers by Type - Percentage Breakdown of Value Sales for In-House and Outsourced for the Years 2012, 2020 & 2027 |
CHINA |
China Current & Future Analysis for Call Centers by Type - In-House and Outsourced - Independent Analysis of Annual Sales in US$ Million for the Years 2020 through 2027 and % CAGR |
China Historic Review for Call Centers by Type - In-House and Outsourced Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2019 and % CAGR |
China 15-Year Perspective for Call Centers by Type - Percentage Breakdown of Value Sales for In-House and Outsourced for the Years 2012, 2020 & 2027 |
EUROPE |
Europe Current & Future Analysis for Call Centers by Geographic Region - France, Germany, Italy, UK and Rest of Europe Markets - Independent Analysis of Annual Sales in US$ Million for Years 2020 through 2027 and % CAGR |
Europe Historic Review for Call Centers by Geographic Region - France, Germany, Italy, UK and Rest of Europe Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2019 and % CAGR |
Europe 15-Year Perspective for Call Centers by Geographic Region - Percentage Breakdown of Value Sales for France, Germany, Italy, UK and Rest of Europe Markets for Years 2012, 2020 & 2027 |
Europe Current & Future Analysis for Call Centers by Type - In-House and Outsourced - Independent Analysis of Annual Sales in US$ Million for the Years 2020 through 2027 and % CAGR |
Europe Historic Review for Call Centers by Type - In-House and Outsourced Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2019 and % CAGR |
Europe 15-Year Perspective for Call Centers by Type - Percentage Breakdown of Value Sales for In-House and Outsourced for the Years 2012, 2020 & 2027 |
FRANCE |
France Current & Future Analysis for Call Centers by Type - In-House and Outsourced - Independent Analysis of Annual Sales in US$ Million for the Years 2020 through 2027 and % CAGR |
France Historic Review for Call Centers by Type - In-House and Outsourced Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2019 and % CAGR |
France 15-Year Perspective for Call Centers by Type - Percentage Breakdown of Value Sales for In-House and Outsourced for the Years 2012, 2020 & 2027 |
GERMANY |
Germany Current & Future Analysis for Call Centers by Type - In-House and Outsourced - Independent Analysis of Annual Sales in US$ Million for the Years 2020 through 2027 and % CAGR |
Germany Historic Review for Call Centers by Type - In-House and Outsourced Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2019 and % CAGR |
Germany 15-Year Perspective for Call Centers by Type - Percentage Breakdown of Value Sales for In-House and Outsourced for the Years 2012, 2020 & 2027 |
ITALY |
Italy Current & Future Analysis for Call Centers by Type - In-House and Outsourced - Independent Analysis of Annual Sales in US$ Million for the Years 2020 through 2027 and % CAGR |
Italy Historic Review for Call Centers by Type - In-House and Outsourced Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2019 and % CAGR |
Italy 15-Year Perspective for Call Centers by Type - Percentage Breakdown of Value Sales for In-House and Outsourced for the Years 2012, 2020 & 2027 |
UNITED KINGDOM |
UK Current & Future Analysis for Call Centers by Type - In-House and Outsourced - Independent Analysis of Annual Sales in US$ Million for the Years 2020 through 2027 and % CAGR |
UK Historic Review for Call Centers by Type - In-House and Outsourced Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2019 and % CAGR |
UK 15-Year Perspective for Call Centers by Type - Percentage Breakdown of Value Sales for In-House and Outsourced for the Years 2012, 2020 & 2027 |
REST OF EUROPE |
Rest of Europe Current & Future Analysis for Call Centers by Type - In-House and Outsourced - Independent Analysis of Annual Sales in US$ Million for the Years 2020 through 2027 and % CAGR |
Rest of Europe Historic Review for Call Centers by Type - In-House and Outsourced Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2019 and % CAGR |
Rest of Europe 15-Year Perspective for Call Centers by Type - Percentage Breakdown of Value Sales for In-House and Outsourced for the Years 2012, 2020 & 2027 |
ASIA-PACIFIC |
Asia-Pacific Current & Future Analysis for Call Centers by Type - In-House and Outsourced - Independent Analysis of Annual Sales in US$ Million for the Years 2020 through 2027 and % CAGR |
Asia-Pacific Historic Review for Call Centers by Type - In-House and Outsourced Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2019 and % CAGR |
Asia-Pacific 15-Year Perspective for Call Centers by Type - Percentage Breakdown of Value Sales for In-House and Outsourced for the Years 2012, 2020 & 2027 |
REST OF WORLD |
Rest of World Current & Future Analysis for Call Centers by Type - In-House and Outsourced - Independent Analysis of Annual Sales in US$ Million for the Years 2020 through 2027 and % CAGR |
Rest of World Historic Review for Call Centers by Type - In-House and Outsourced Markets - Independent Analysis of Annual Sales in US$ Million for Years 2012 through 2019 and % CAGR |
Rest of World 15-Year Perspective for Call Centers by Type - Percentage Breakdown of Value Sales for In-House and Outsourced for the Years 2012, 2020 & 2027 |
IV. COMPETITION |
Total Companies Profiled: 135 |
PREVIEW REPORT
Our robust permission-based engagement strategy requires a one-time double opt-in and/or re-consent for all users. We will re-establish consent once a year from date of last use. Both these practices exceed GDPR mandates.
What we store: Primary coordinates such as email, company address and phone. In-house developed influencer rank.
How we store: Encrypted and additionally secured by firewalls.
How we use your data: Only to contact you directly. We never share your coordinates with any individual or entity outside our company for any reason.
Privacy queries: Privacy@StrategyR.com