1h Free Analyst Time
Speak directly to the analyst to clarify any post sales queries you may have.
FEATURED COMPANIES
- Atento S.A.
- Bertelsmann SE & Co. KGaA
- Concentrix Corp.
- Sitel Group
- StarTek Inc.
- Sykes Enterprises Inc.
1h Free Analyst Time
Speak directly to the analyst to clarify any post sales queries you may have.
Global Call Center Outsourcing Market: About this market
The call center outsourcing market analysis considers sales from IT and telecom, BFSI, healthcare, retail, government, and other end-users. Our study also finds the sales of call center outsourcing in APAC, Europe, North America, South America, and MEA. In 2018, the IT and telecom segments had a significant market share, and this trend is expected to continue over the forecast period. Factors such as increasing technological advances and growth in data traffic will play a significant role in the IT and telecom segments to maintain its market position. Also, our global call center outsourcing market report looks at factors such as the focus on reducing operating costs, increasing use of RPA in call centers, and rise of emerging countries as call center destinations. However, growing security concerns, limitations of outsourcing call center operations, and low employee engagement and shut down of call centers may hamper the growth of the call center outsourcing industry over the forecast period.
Global Call Center Outsourcing Market: Overview
Growing focus on reducing operating costs
It is crucial for organizations to maintain a good relationship with their customers and offer better customer support services to stay competitive and ensure revenue growth. Vendors in the market have started outsourcing call center services and operations to improve and ensure revenue growth. If an organization manages a call center facility in-house, it must invest in infrastructure, manage the workforce, and offer training to new employees, all of which can lead to 50%-70% additional costs. With outsourced services, organizations need not invest in resources or be concerned about managing limited available resources. This focus on reducing operating costs will lead to the expansion of the global call center outsourcing market at a CAGR of over 3% during the forecast period.
Increasing adoption of cloud communication in call centers
The adoption of cloud computing is rising globally, owing to the flexibility and cost benefits of cloud services. Cloud-based solutions help organizations save and reduce their overall capital expenditure (CAPEX). Organizations can subscribe to cloud services on a pay-as-you-go basis. As cloud solutions offer numerous benefits such as providing personalized services, routing liquifies effectively, and solving problems, call center organizations have started adopting cloud-based offerings. Cloud-based call centers are flexible as they can quickly adapt to the changing business needs and can be integrated with third-party applications through an application programming interface (API) framework. This development is expected to have a positive impact on the overall market growth.
Competitive Landscape
With the presence of several major players, the global call center outsourcing market is moderately fragmented. The robust vendor analysis is designed to help clients improve their market position, and in line with this, this report provides a detailed analysis of several leading call center outsourcing manufacturers, that include Atento S.A., Bertelsmann SE & Co. KGaA, Concentrix Corp., Hinduja Global Solutions Ltd., Sitel Group, StarTek Inc., Sykes Enterprises Inc., Teleperformance SE, Transcom WorldWide AB, and TTEC Holdings Inc.
Also, the call center outsourcing market analysis report includes information on upcoming trends and challenges that will influence market growth. This is to help companies strategize and leverage on all forthcoming growth opportunities.
The call center outsourcing market analysis considers sales from IT and telecom, BFSI, healthcare, retail, government, and other end-users. Our study also finds the sales of call center outsourcing in APAC, Europe, North America, South America, and MEA. In 2018, the IT and telecom segments had a significant market share, and this trend is expected to continue over the forecast period. Factors such as increasing technological advances and growth in data traffic will play a significant role in the IT and telecom segments to maintain its market position. Also, our global call center outsourcing market report looks at factors such as the focus on reducing operating costs, increasing use of RPA in call centers, and rise of emerging countries as call center destinations. However, growing security concerns, limitations of outsourcing call center operations, and low employee engagement and shut down of call centers may hamper the growth of the call center outsourcing industry over the forecast period.
Global Call Center Outsourcing Market: Overview
Growing focus on reducing operating costs
It is crucial for organizations to maintain a good relationship with their customers and offer better customer support services to stay competitive and ensure revenue growth. Vendors in the market have started outsourcing call center services and operations to improve and ensure revenue growth. If an organization manages a call center facility in-house, it must invest in infrastructure, manage the workforce, and offer training to new employees, all of which can lead to 50%-70% additional costs. With outsourced services, organizations need not invest in resources or be concerned about managing limited available resources. This focus on reducing operating costs will lead to the expansion of the global call center outsourcing market at a CAGR of over 3% during the forecast period.
Increasing adoption of cloud communication in call centers
The adoption of cloud computing is rising globally, owing to the flexibility and cost benefits of cloud services. Cloud-based solutions help organizations save and reduce their overall capital expenditure (CAPEX). Organizations can subscribe to cloud services on a pay-as-you-go basis. As cloud solutions offer numerous benefits such as providing personalized services, routing liquifies effectively, and solving problems, call center organizations have started adopting cloud-based offerings. Cloud-based call centers are flexible as they can quickly adapt to the changing business needs and can be integrated with third-party applications through an application programming interface (API) framework. This development is expected to have a positive impact on the overall market growth.
Competitive Landscape
With the presence of several major players, the global call center outsourcing market is moderately fragmented. The robust vendor analysis is designed to help clients improve their market position, and in line with this, this report provides a detailed analysis of several leading call center outsourcing manufacturers, that include Atento S.A., Bertelsmann SE & Co. KGaA, Concentrix Corp., Hinduja Global Solutions Ltd., Sitel Group, StarTek Inc., Sykes Enterprises Inc., Teleperformance SE, Transcom WorldWide AB, and TTEC Holdings Inc.
Also, the call center outsourcing market analysis report includes information on upcoming trends and challenges that will influence market growth. This is to help companies strategize and leverage on all forthcoming growth opportunities.
Note: Product cover images may vary from those shown
FEATURED COMPANIES
- Atento S.A.
- Bertelsmann SE & Co. KGaA
- Concentrix Corp.
- Sitel Group
- StarTek Inc.
- Sykes Enterprises Inc.
PART 01: EXECUTIVE SUMMARYPART 07: CUSTOMER LANDSCAPEPART 09: DECISION FRAMEWORK
PART 02: SCOPE OF THE REPORT
PART 03: MARKET LANDSCAPE
PART 04: MARKET SIZING
PART 05: FIVE FORCES ANALYSIS
PART 06: MARKET SEGMENTATION BY END-USER
PART 08: GEOGRAPHIC LANDSCAPE
PART 10: DRIVERS AND CHALLENGES
PART 11: MARKET TRENDS
PART 12: VENDOR LANDSCAPE
PART 13: VENDOR ANALYSIS
PART 14: APPENDIX
List of Exhibits
Note: Product cover images may vary from those shown
FEATURED COMPANIES
- Atento S.A.
- Bertelsmann SE & Co. KGaA
- Concentrix Corp.
- Sitel Group
- StarTek Inc.
- Sykes Enterprises Inc.
The following companies are recognised as the key players in the global call center outsourcing market: Atento S.A., Bertelsmann SE & Co. KGaA, Concentrix Corp., Hinduja Global Solutions Ltd., Sitel Group, StarTek Inc., Sykes Enterprises Inc., Teleperformance SE, Transcom WorldWide AB, and TTEC Holdings Inc.
Commenting on the report, an analyst from the research team said: “The latest trend gaining momentum in the market is the increasing adoption of cloud communication in call centers.”
According to the report, one of the major drivers for this market is the growing focus on reducing operating costs.
Further, the report states that one of the major factors hindering the growth of this market is the limitations of outsourcing call center operations.
The study was conducted using an objective combination of primary and secondary information, including inputs from key participants in the industry. The report contains a comprehensive market and vendor landscape in addition to a SWOT analysis of the key vendors.
Commenting on the report, an analyst from the research team said: “The latest trend gaining momentum in the market is the increasing adoption of cloud communication in call centers.”
According to the report, one of the major drivers for this market is the growing focus on reducing operating costs.
Further, the report states that one of the major factors hindering the growth of this market is the limitations of outsourcing call center operations.
The study was conducted using an objective combination of primary and secondary information, including inputs from key participants in the industry. The report contains a comprehensive market and vendor landscape in addition to a SWOT analysis of the key vendors.
Note: Product cover images may vary from those shown
A selection of companies mentioned in this report includes:
- Atento S.A.
- Bertelsmann SE & Co. KGaA
- Concentrix Corp.
- Hinduja Global Solutions Ltd.
- Sitel Group
- StarTek Inc.
- Sykes Enterprises Inc.
- Teleperformance SE
- Transcom WorldWide AB
- TTEC Holdings Inc.
Note: Product cover images may vary from those shown
