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Call Centers - Global Market Trajectory & Analytics

  • ID: 338444
  • Report
  • May 2020
  • Region: Global
  • 219 Pages
  • Global Industry Analysts, Inc
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Amid the COVID-19 crisis and the looming economic recession, the Call Centers market worldwide will grow by a projected US$156.6 Billion, during the analysis period, driven by a revised compounded annual growth rate (CAGR) of 5.6%. In-House, one of the segments analyzed and sized in this study, is forecast to grow at over 5.5% and reach a market size of US$380 Billion by the end of the analysis period. An unusual period in history, the coronavirus pandemic has unleashed a series of unprecedented events affecting every industry. The In-House market will be reset to a new normal which going forwards in a post COVID-19 era will be continuously redefined and redesigned. Staying on top of trends and accurate analysis is paramount now more than ever to manage uncertainty, change and continuously adapt to new and evolving market conditions.

As part of the new emerging geographic scenario, the United States is forecast to readjust to a 6.6% CAGR. Within Europe, the region worst hit by the pandemic, Germany will add over US$7.3 Billion to the region's size over the next 7 to 8 years. In addition, over US$7 Billion worth of projected demand in the region will come from Rest of European markets. In Japan, the In-House segment will reach a market size of US$26 Billion by the close of the analysis period. Blamed for the pandemic, significant political and economic challenges confront China. Amid the growing push for decoupling and economic distancing, the changing relationship between China and the rest of the world will influence competition and opportunities in the Call Centers market. Against this backdrop and the changing geopolitical, business and consumer sentiments, the world’s second largest economy will grow at 5.9% over the next couple of years and add approximately US$26.6 Billion in terms of addressable market opportunity. Continuous monitoring for emerging signs of a possible new world order post-COVID-19 crisis is a must for aspiring businesses and their astute leaders seeking to find success in the now changing Call Centers market landscape. All research viewpoints presented are based on validated engagements from influencers in the market, whose opinions supersede all other research methodologies.

Competitors identified in this market include, among others,
  • [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

The global analysis and forecast periods covered within the report are 2020-2027 (Current & Future Analysis) and 2012-2019 (Historic Review). Research estimates are provided for 2020, while research projections cover the period 2021-2027.
Note: Product cover images may vary from those shown
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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
TABLE 1: Call Centers Global Market Estimates and Forecasts in US$ Million by Region/Country: 2020-2027
TABLE 2: Call Centers Global Retrospective Market Scenario in US$ Million by Region/Country: 2012-2019
TABLE 3: Call Centers Market Share Shift across Key Geographies Worldwide: 2012 VS 2020 VS 2027
TABLE 4: In-House (Type) World Market by Region/Country in US$ Million: 2020 to 2027
TABLE 5: In-House (Type) Historic Market Analysis by Region/Country in US$ Million: 2012 to 2019
TABLE 6: In-House (Type) Market Share Breakdown of Worldwide Sales by Region/Country: 2012 VS 2020 VS 2027
TABLE 7: Outsourced (Type) Potential Growth Markets Worldwide in US$ Million: 2020 to 2027
TABLE 8: Outsourced (Type) Historic Market Perspective by Region/Country in US$ Million: 2012 to 2019
TABLE 9: Outsourced (Type) Market Sales Breakdown by Region/Country in Percentage: 2012 VS 2020 VS 2027

III. MARKET ANALYSIS

GEOGRAPHIC MARKET ANALYSIS

UNITED STATES
Market Facts & Figures
US Call Centers Market Share (in %) by Company: 2018 & 2025
Market Analytics
TABLE 10: United States Call Centers Market Estimates and Projections in US$ Million by Type: 2020 to 2027
TABLE 11: Call Centers Market in the United States by Type: A Historic Review in US$ Million for 2012-2019
TABLE 12: United States Call Centers Market Share Breakdown by Type: 2012 VS 2020 VS 2027
CANADA
TABLE 13: Canadian Call Centers Market Estimates and Forecasts in US$ Million by Type: 2020 to 2027
TABLE 14: Canadian Call Centers Historic Market Review by Type in US$ Million: 2012-2019
TABLE 15: Call Centers Market in Canada: Percentage Share Breakdown of Sales by Type for 2012, 2020, and 2027
JAPAN
TABLE 16: Japanese Market for Call Centers: Annual Sales Estimates and Projections in US$ Million by Type for the Period 2020-2027
TABLE 17: Call Centers Market in Japan: Historic Sales Analysis in US$ Million by Type for the Period 2012-2019
TABLE 18: Japanese Call Centers Market Share Analysis by Type: 2012 VS 2020 VS 2027
CHINA
TABLE 19: Chinese Call Centers Market Growth Prospects in US$ Million by Type for the Period 2020-2027
TABLE 20: Call Centers Historic Market Analysis in China in US$ Million by Type: 2012-2019
TABLE 21: Chinese Call Centers Market by Type: Percentage Breakdown of Sales for 2012, 2020, and 2027
EUROPE
Market Facts & Figures
European Call Centers Market: Competitor Market Share Scenario (in %) for 2018 & 2025
Market Analytics
TABLE 22: European Call Centers Market Demand Scenario in US$ Million by Region/Country: 2020-2027
TABLE 23: Call Centers Market in Europe: A Historic Market Perspective in US$ Million by Region/Country for the Period 2012-2019
TABLE 24: European Call Centers Market Share Shift by Region/Country: 2012 VS 2020 VS 2027
TABLE 25: European Call Centers Market Estimates and Forecasts in US$ Million by Type: 2020-2027
TABLE 26: Call Centers Market in Europe in US$ Million by Type: A Historic Review for the Period 2012-2019
TABLE 27: European Call Centers Market Share Breakdown by Type: 2012 VS 2020 VS 2027
FRANCE
TABLE 28: Call Centers Market in France by Type: Estimates and Projections in US$ Million for the Period 2020-2027
TABLE 29: French Call Centers Historic Market Scenario in US$ Million by Type: 2012-2019
TABLE 30: French Call Centers Market Share Analysis by Type: 2012 VS 2020 VS 2027
GERMANY
TABLE 31: Call Centers Market in Germany: Recent Past, Current and Future Analysis in US$ Million by Type for the Period 2020-2027
TABLE 32: German Call Centers Historic Market Analysis in US$ Million by Type: 2012-2019
TABLE 33: German Call Centers Market Share Breakdown by Type: 2012 VS 2020 VS 2027
ITALY
TABLE 34: Italian Call Centers Market Growth Prospects in US$ Million by Type for the Period 2020-2027
TABLE 35: Call Centers Historic Market Analysis in Italy in US$ Million by Type: 2012-2019
TABLE 36: Italian Call Centers Market by Type: Percentage Breakdown of Sales for 2012, 2020, and 2027
UNITED KINGDOM
TABLE 37: United Kingdom Market for Call Centers: Annual Sales Estimates and Projections in US$ Million by Type for the Period 2020-2027
TABLE 38: Call Centers Market in the United Kingdom: Historic Sales Analysis in US$ Million by Type for the Period 2012-2019
TABLE 39: United Kingdom Call Centers Market Share Analysis by Type: 2012 VS 2020 VS 2027
REST OF EUROPE
TABLE 40: Rest of Europe Call Centers Market Estimates and Forecasts in US$ Million by Type: 2020-2027
TABLE 41: Call Centers Market in Rest of Europe in US$ Million by Type: A Historic Review for the Period 2012-2019
TABLE 42: Rest of Europe Call Centers Market Share Breakdown by Type: 2012 VS 2020 VS 2027
ASIA-PACIFIC
TABLE 43: Call Centers Market in Asia-Pacific by Type: Estimates and Projections in US$ Million for the Period 2020-2027
TABLE 44: Asia-Pacific Call Centers Historic Market Scenario in US$ Million by Type: 2012-2019
TABLE 45: Asia-Pacific Call Centers Market Share Analysis by Type: 2012 VS 2020 VS 2027
REST OF WORLD
TABLE 46: Rest of World Call Centers Market Estimates and Forecasts in US$ Million by Type: 2020 to 2027
TABLE 47: Rest of World Call Centers Historic Market Review by Type in US$ Million: 2012-2019
TABLE 48: Call Centers Market in Rest of World: Percentage Share Breakdown of Sales by Type for 2012, 2020, and 2027

IV. COMPETITION
Total Companies Profiled: 135
Note: Product cover images may vary from those shown
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