VALIDATED EXECUTIVE ENGAGEMENTS
POOL + OUTREACH
INTERACTIONS
PARTICIPANTS
VALIDATIONS
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DATE
JULY 2020
TABLES
54
PAGES
219
EDITION
18
PRICE
USD $5600
The World of Call Centers is Changing Fast!
It's Time to Identify Upcoming Revenue Pockets & Growth Areas.
COVID-19 IMPACT SURVEY
GLOBAL EXECUTIVE SURVEY
Impact of Pandemic & Economic Slowdown
Monitor Market Dynamics!
Early March 2020, we reached out to senior enterprise executives who are driving strategy, business development, marketing, sales, product management, technology and operations at competitive firms worldwide. Our ongoing survey is focused on how this will this affect their business ecosystems. We invite you to participate in our survey and add to collective perspectives. Market movements are tracked for 2020, 2021 and broadly for the period of 2022 through 2025. Critical changes are monitored dynamically for the rest of this year. Updated analytics will reflect new and evolving market realities. Our first update scheduled for May 2020 and another in the Fall. Clients receive complimentary updates during 2020. If your company is a recent client for this project, we may have already reached out to your colleagues to participate in our program. If you're an active player in the space but hasn't yet subscribed to our project, we invite you to participate and share your perspectives. Please sign-up here.
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| I. INTRODUCTION, METHODOLOGY & REPORT SCOPE |
| II. EXECUTIVE SUMMARY |
| 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 |
| III. MARKET ANALYSIS |
| 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 |
| IV. COMPETITION |
| Total Companies Profiled : 424 Click here to request a full table of contents and more details on this project. |
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