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CALL CENTERS

Global Market Trajectory & Analytics

MCP-1145

VALIDATED EXECUTIVE ENGAGEMENTS

POOL + OUTREACH

11593
Number of executives repeatedly engaged by snail & email outreach

INTERACTIONS

1391
Interactions with Platform & by Email

PARTICIPANTS

348
Unique # Participated

VALIDATIONS

157
Responses Validated*
* Login to view program details and full enterprise executive list.

DATE

JULY 2020

TABLES

54

PAGES

219

EDITION

18

PRICE

USD $5600


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.We bring years of research experience to this 18th edition of our report. The 219-page report presents concise insights into how the pandemic has impacted production and the buy side for 2020 and 2021. A short-term phased recovery by key geography is also addressed.
[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
» Type (In-House, Outsourced)
» World » United States » Canada » Japan » China » Europe » France » Germany » Italy » United Kingdom » and Rest of Europe » Asia-Pacific » Rest of World

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05
1. MARKET OVERVIEW
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
Global Competitor Market Shares
Call Centers Competitor Market Share Scenario Worldwide (in %): 2018 & 2029
Impact of Covid-19 and a Looming Global Recession
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
Call Centers Global Market Estimates and Forecasts in US$ Million by Region/Country: 2018-2025
Call Centers Global Retrospective Market Scenario in US$ Million by Region/Country: 2009-2017
Call Centers Market Share Shift across Key Geographies Worldwide: 2009 VS 2019 VS 2025
In-House (Type) World Market by Region/Country in US$ Million: 2018 to 2025
In-House (Type) Historic Market Analysis by Region/Country in US$ Million: 2009 to 2017
In-House (Type) Market Share Breakdown of Worldwide Sales by Region/Country: 2009 VS 2019 VS 2025
Outsourced (Type) Potential Growth Markets Worldwide in US$ Million: 2018 to 2025
Outsourced (Type) Historic Market Perspective by Region/Country in US$ Million: 2009 to 2017
Outsourced (Type) Market Sales Breakdown by Region/Country in Percentage: 2009 VS 2019 VS 2025
GEOGRAPHIC MARKET ANALYSIS
United States
Market Facts & Figures
US Call Centers Market Share (in %) by Company: 2018 & 2025
United States Call Centers Market Estimates and Projections in US$ Million by Type: 2018 to 2025
Call Centers Market in the United States by Type: A Historic Review in US$ Million for 2009-2017
United States Call Centers Market Share Breakdown by Type: 2009 VS 2019 VS 2025
Canada
Canadian Call Centers Market Estimates and Forecasts in US$ Million by Type: 2018 to 2025
Canadian Call Centers Historic Market Review by Type in US$ Million: 2009-2017
Call Centers Market in Canada: Percentage Share Breakdown of Sales by Type for 2009, 2019, and 2025
Japan
Japanese Market for Call Centers: Annual Sales Estimates and Projections in US$ Million by Type for the Period 2018-2025
Call Centers Market in Japan: Historic Sales Analysis in US$ Million by Type for the Period 2009-2017
Japanese Call Centers Market Share Analysis by Type: 2009 VS 2019 VS 2025
China
Chinese Call Centers Market Growth Prospects in US$ Million by Type for the Period 2018-2025
Call Centers Historic Market Analysis in China in US$ Million by Type: 2009-2017
Chinese Call Centers Market by Type: Percentage Breakdown of Sales for 2009, 2019, and 2025
Europe
Market Facts & Figures
European Call Centers Market: Competitor Market Share Scenario (in %) for 2018 & 2025
European Call Centers Market Demand Scenario in US$ Million by Region/Country: 2018-2025
Call Centers Market in Europe: A Historic Market Perspective in US$ Million by Region/Country for the Period 2009-2017
European Call Centers Market Share Shift by Region/Country: 2009 VS 2019 VS 2025
European Call Centers Market Estimates and Forecasts in US$ Million by Type: 2018-2025
Call Centers Market in Europe in US$ Million by Type: A Historic Review for the Period 2009-2017
European Call Centers Market Share Breakdown by Type: 2009 VS 2019 VS 2025
France
Call Centers Market in France by Type: Estimates and Projections in US$ Million for the Period 2018-2025
French Call Centers Historic Market Scenario in US$ Million by Type: 2009-2017
French Call Centers Market Share Analysis by Type: 2009 VS 2019 VS 2025
Germany
Call Centers Market in Germany: Recent Past, Current and Future Analysis in US$ Million by Type for the Period 2018-2025
German Call Centers Historic Market Analysis in US$ Million by Type: 2009-2017
German Call Centers Market Share Breakdown by Type: 2009 VS 2019 VS 2025
Italy
Italian Call Centers Market Growth Prospects in US$ Million by Type for the Period 2018-2025
Call Centers Historic Market Analysis in Italy in US$ Million by Type: 2009-2017
Italian Call Centers Market by Type: Percentage Breakdown of Sales for 2009, 2019, and 2025
United Kingdom
United Kingdom Market for Call Centers: Annual Sales Estimates and Projections in US$ Million by Type for the Period 2018-2025
Call Centers Market in the United Kingdom: Historic Sales Analysis in US$ Million by Type for the Period 2009-2017
United Kingdom Call Centers Market Share Analysis by Type: 2009 VS 2019 VS 2025
Rest of Europe
Rest of Europe Call Centers Market Estimates and Forecasts in US$ Million by Type: 2018-2025
Call Centers Market in Rest of Europe in US$ Million by Type: A Historic Review for the Period 2009-2017
Rest of Europe Call Centers Market Share Breakdown by Type: 2009 VS 2019 VS 2025
Asia-Pacific
Call Centers Market in Asia-Pacific by Type: Estimates and Projections in US$ Million for the Period 2018-2025
Asia-Pacific Call Centers Historic Market Scenario in US$ Million by Type: 2009-2017
Asia-Pacific Call Centers Market Share Analysis by Type: 2009 VS 2019 VS 2025
Rest of World
Rest of World Call Centers Market Estimates and Forecasts in US$ Million by Type: 2018 to 2025
Rest of World Call Centers Historic Market Review by Type in US$ Million: 2009-2017
Call Centers Market in Rest of World: Percentage Share Breakdown of Sales by Type for 2009, 2019, and 2025
Total Companies Profiled : 432

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