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DATE
MAY 2021
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CODE
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HIGHLIGHTS & REPORT INDEX
Amid the COVID-19 crisis, the global market for Call Centers estimated at US$339.4 Billion in the year 2020, is projected to reach a revised size of US$496 Billion by 2027, growing at aCAGR of 5.6% over the period 2020-2027. In-House, one of the segments analyzed in the report, is projected to record 5.5% CAGR and reach US$380 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 5.9% CAGR for the next 7-year period.
The Call Centers market in the U.S. is estimated at US$100.1 Billion in the year 2020. China, the world`s second largest economy, is forecast to reach a projected market size of US$87.4 Billion by the year 2027 trailing a CAGR of 5.2% over the analysis period 2020 to 2027. Among the other noteworthy geographic markets are Japan and Canada, each forecast to grow at 5.3% and 4.4% respectively over the 2020-2027 period. Within Europe, Germany is forecast to grow at approximately 4.6% 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
| 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: 203 |
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