Call Centers

World Market Report

MCP-1145

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DATE

OCT 2022

TABLES

122

PAGES

274

EDITION

18

PRICE

USD 5600

CODE

MCP-1145


COMPETITIVE METRICS

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HIGHLIGHTS & REPORT INDEX

What`s New for 2022?

» Global competitiveness and key competitor percentage market shares
» Market presence across multiple geographies - Strong/Active/Niche/Trivial
» Online interactive peer-to-peer collaborative bespoke updates
» Access to our digital archives and MarketGlass Research Platform
» Complimentary updates for one year

Amid the COVID-19 crisis, the global market for Call Centers estimated at US$404.3 Billion in the year 2020, is projected to reach a revised size of US$607.6 Billion by 2027, growing at aCAGR of 6% over the period 2020-2027. In-House, one of the segments analyzed in the report, is projected to record 5.9% CAGR and reach US$465.5 Billion by the end of the analysis period. After an early analysis of the business implications of the pandemic and its induced economic crisis, growth in the Outsourced segment is readjusted to a revised 6.3% CAGR for the next 7-year period.
The Call Centers market in the U.S. is estimated at US$118.3 Billion in the year 2020. China, the world`s second largest economy, is forecast to reach a projected market size of US$107.1 Billion by the year 2027 trailing a CAGR of 5.6% over the analysis period 2020 to 2027. Among the other noteworthy geographic markets are Japan and Canada, each forecast to grow at 5.6% and 4.7% respectively over the 2020-2027 period. Within Europe, Germany is forecast to grow at approximately 4.8% CAGR.

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

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
Call Centers – Global Key Competitors Percentage Market Share in 2022 (E)
Competitive Market Presence - Strong/Active/Niche/Trivial for Players Worldwide in 2022 (E)
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 Recent Past, 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, 2021 & 2027
World Recent Past, 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, 2021 & 2027
World Recent Past, 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, 2021 & 2027
World Call Centers Market Analysis of Annual Sales in US$ Million for Years 2012 through 2027
UNITED STATES
Call Centers Market Presence - Strong/Active/Niche/Trivial - Key Competitors in the United States for 2022 (E)
USA Recent Past, 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, 2021 & 2027
CANADA
Canada Recent Past, 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, 2021 & 2027
JAPAN
Call Centers Market Presence - Strong/Active/Niche/Trivial - Key Competitors in Japan for 2022 (E)
Japan Recent Past, 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, 2021 & 2027
CHINA
Call Centers Market Presence - Strong/Active/Niche/Trivial - Key Competitors in China for 2022 (E)
China Recent Past, 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, 2021 & 2027
EUROPE
Call Centers Market Presence - Strong/Active/Niche/Trivial - Key Competitors in Europe for 2022 (E)
Europe Recent Past, 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, 2021 & 2027
Europe Recent Past, 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, 2021 & 2027
FRANCE
Call Centers Market Presence - Strong/Active/Niche/Trivial - Key Competitors in France for 2022 (E)
France Recent Past, 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, 2021 & 2027
GERMANY
Call Centers Market Presence - Strong/Active/Niche/Trivial - Key Competitors in Germany for 2022 (E)
Germany Recent Past, 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, 2021 & 2027
ITALY
Italy Recent Past, 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, 2021 & 2027
UNITED KINGDOM
Call Centers Market Presence - Strong/Active/Niche/Trivial - Key Competitors in the United Kingdom for 2022 (E)
UK Recent Past, 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, 2021 & 2027
REST OF EUROPE
Rest of Europe Recent Past, 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, 2021 & 2027
ASIA-PACIFIC
Call Centers Market Presence - Strong/Active/Niche/Trivial - Key Competitors in Asia-Pacific for 2022 (E)
Asia-Pacific Recent Past, 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, 2021 & 2027
REST OF WORLD
Rest of World Recent Past, 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, 2021 & 2027

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