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1 of 5
FEATURED COMPANIES
- Atento S.A.
- Bertelsmann SE & Co. KGaA
- Concentrix Corp.
- Sitel Group
- StarTek Inc.
- Sykes Enterprises Inc.
- MORE
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
2 of 5
FEATURED COMPANIES
- Atento S.A.
- Bertelsmann SE & Co. KGaA
- Concentrix Corp.
- Sitel Group
- StarTek Inc.
- Sykes Enterprises Inc.
- MORE
PART 01: EXECUTIVE SUMMARY
PART 02: SCOPE OF THE REPORT
PART 08: GEOGRAPHIC LANDSCAPE
PART 10: DRIVERS AND CHALLENGES
Exhibit 01: Vendors: Key offerings
Exhibit 02: Global information technology (IT) services market
Exhibit 03: Segments of global information technology (IT) services market
Exhibit 04: Market characteristics
Exhibit 05: Market segments
Exhibit 06: Market definition - Inclusions and exclusions checklist
Exhibit 07: Market size 2018
Exhibit 08: Global market: Size and forecast 2018-2023 ($ billions)
Exhibit 09: Global market: Year-over-year growth 2019-2023 (%)
Exhibit 10: Five forces analysis 2018
Exhibit 11: Five forces analysis 2023
Exhibit 12: Bargaining power of buyers
Exhibit 13: Bargaining power of suppliers
Exhibit 14: Threat of new entrants
Exhibit 15: Threat of substitutes
Exhibit 16: Threat of rivalry
Exhibit 17: Market condition - Five forces 2018
Exhibit 18: End-user - Market share 2018-2023 (%)
Exhibit 19: Comparison by end-user
Exhibit 20: IT and telecom - Market size and forecast 2018-2023 ($ billions)
Exhibit 21: IT and telecom - Year-over-year growth 2019-2023 (%)
Exhibit 22: BFSI - Market size and forecast 2018-2023 ($ billions)
Exhibit 23: BFSI - Year-over-year growth 2019-2023 (%)
Exhibit 24: Healthcare - Market size and forecast 2018-2023 ($ billions)
Exhibit 25: Healthcare - Year-over-year growth 2019-2023 (%)
Exhibit 26: Retail - Market size and forecast 2018-2023 ($ billions)
Exhibit 27: Retail - Year-over-year growth 2019-2023 (%)
Exhibit 28: Government - Market size and forecast 2018-2023 ($ billions)
Exhibit 29: Government - Year-over-year growth 2019-2023 (%)
Exhibit 30: Other end-users - Market size and forecast 2018-2023 ($ billions)
Exhibit 31: Other end-users - Year-over-year growth 2019-2023 (%)
Exhibit 32: Market opportunity by end-user
Exhibit 33: Customer landscape
Exhibit 34: Market share by geography 2018-2023 (%)
Exhibit 35: Geographic comparison
Exhibit 36: North America - Market size and forecast 2018-2023 ($ billions)
Exhibit 37: North America - Year-over-year growth 2019-2023 (%)
Exhibit 38: Europe - Market size and forecast 2018-2023 ($ billions)
Exhibit 39: Europe - Year-over-year growth 2019-2023 (%)
Exhibit 40: APAC - Market size and forecast 2018-2023 ($ billions)
Exhibit 41: APAC - Year-over-year growth 2019-2023 (%)
Exhibit 42: South America - Market size and forecast 2018-2023 ($ billions)
Exhibit 43: South America - Year-over-year growth 2019-2023 (%)
Exhibit 44: MEA - Market size and forecast 2018-2023 ($ billions)
Exhibit 45: MEA - Year-over-year growth 2019-2023 (%)
Exhibit 46: Key leading countries
Exhibit 47: Market opportunity
Exhibit 48: Impact of drivers and challenges
Exhibit 49: Vendor landscape
Exhibit 50: Landscape disruption
Exhibit 51: Vendors covered
Exhibit 52: Vendor classification
Exhibit 53: Market positioning of vendors
Exhibit 54: Atento S.A. - Vendor overview
Exhibit 55: Atento S.A. - Organizational developments
Exhibit 56: Atento S.A. - Geographic focus
Exhibit 57: Atento S.A. - Key offerings
Exhibit 58: Bertelsmann SE & Co. KGaA - Vendor overview
Exhibit 59: Bertelsmann SE & Co. KGaA - product segments
Exhibit 60: Bertelsmann SE & Co. KGaA - Organizational developments
Exhibit 61: Bertelsmann SE & Co. KGaA - Geographic focus
Exhibit 62: Bertelsmann SE & Co. KGaA - Segment focus
Exhibit 63: Bertelsmann SE & Co. KGaA - Key offerings
Exhibit 64: Concentrix Corp. - Vendor overview
Exhibit 65: Concentrix Corp. - Business segments
Exhibit 66: Concentrix Corp. - Organizational developments
Exhibit 67: Concentrix Corp. - Geographic focus
Exhibit 68: Concentrix Corp. - Segment focus
Exhibit 69: Concentrix Corp. - Key offerings
Exhibit 70: Hinduja Global Solutions Ltd. - Vendor overview
Exhibit 71: Hinduja Global Solutions Ltd. - Organizational developments
Exhibit 72: Hinduja Global Solutions Ltd. - Geographic focus
Exhibit 73: Hinduja Global Solutions Ltd. - Key offerings
Exhibit 74: Sitel Group - Vendor overview
Exhibit 75: Sitel Group - Service segments
Exhibit 76: Sitel Group - Organizational developments
Exhibit 77: Sitel Group - Key offerings
Exhibit 78: StarTek Inc. - Vendor overview
Exhibit 79: StarTek Inc. - Organizational developments
Exhibit 80: StarTek Inc. - Geographic focus
Exhibit 81: StarTek Inc. - Key offerings
Exhibit 82: Sykes Enterprises Inc. - Vendor overview
Exhibit 83: Sykes Enterprises Inc. - Organizational developments
Exhibit 84: Sykes Enterprises Inc. - Geographic focus
Exhibit 85: Sykes Enterprises Inc. - Key offerings
Exhibit 86: Teleperformance SE - Vendor overview
Exhibit 87: Teleperformance SE - Business segments
Exhibit 88: Teleperformance SE - Organizational developments
Exhibit 89: Teleperformance SE - Segment focus
Exhibit 90: Teleperformance SE - Key offerings
Exhibit 91: Transcom WorldWide AB - Vendor overview
Exhibit 92: Transcom WorldWide AB - Business segments
Exhibit 93: Transcom WorldWide AB - Organizational developments
Exhibit 94: Transcom WorldWide AB - Segment focus
Exhibit 95: Transcom WorldWide AB - Key offerings
Exhibit 96: TTEC Holdings Inc. - Vendor overview
Exhibit 97: TTEC Holdings Inc. - Business segments
Exhibit 98: TTEC Holdings Inc. - Organizational developments
Exhibit 99: TTEC Holdings Inc. - Geographic focus
Exhibit 100: TTEC Holdings Inc. - Segment focus
Exhibit 101: TTEC Holdings Inc. - Key offerings
Exhibit 102: Validation techniques employed for market sizing
Exhibit 103: Definition of market positioning of vendors
PART 02: SCOPE OF THE REPORT
- Preface
- Currency conversion rates for US$
- Market ecosystem
- Market characteristics
- Market segmentation analysis
- Market definition
- Market sizing 2018
- Market size and forecast 2018-2023
- Bargaining power of buyers
- Bargaining power of suppliers
- Threat of new entrants
- Threat of substitutes
- Threat of rivalry
- Market condition
- Market segmentation by end-user
- Comparison by end-user
- IT and telecom - Market size and forecast 2018-2023
- BFSI - Market size and forecast 2018-2023
- Healthcare - Market size and forecast 2018-2023
- Retail - Market size and forecast 2018-2023
- Government - Market size and forecast 2018-2023
- Other end-users - Market size and forecast 2018-2023
- Market opportunity by end-user
PART 08: GEOGRAPHIC LANDSCAPE
- Geographic segmentation
- Geographic comparison
- North America - Market size and forecast 2018-2023
- Europe - Market size and forecast 2018-2023
- APAC - Market size and forecast 2018-2023
- South America - Market size and forecast 2018-2023
- MEA - Market size and forecast 2018-2023
- Key leading countries
- Market opportunity
PART 10: DRIVERS AND CHALLENGES
- Market drivers
- Market challenges
- Increasing use of analytics solutions in call centers
- Increasing adoption of cloud communication in call centers
- Strategic partnerships and acquisitions among market participants
- Overview
- Landscape disruption
- Competitive scenario
- Vendors covered
- Vendor classification
- Market positioning of vendors
- 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.
- Research methodology
- List of abbreviations
- Definition of market positioning of vendors
Exhibit 01: Vendors: Key offerings
Exhibit 02: Global information technology (IT) services market
Exhibit 03: Segments of global information technology (IT) services market
Exhibit 04: Market characteristics
Exhibit 05: Market segments
Exhibit 06: Market definition - Inclusions and exclusions checklist
Exhibit 07: Market size 2018
Exhibit 08: Global market: Size and forecast 2018-2023 ($ billions)
Exhibit 09: Global market: Year-over-year growth 2019-2023 (%)
Exhibit 10: Five forces analysis 2018
Exhibit 11: Five forces analysis 2023
Exhibit 12: Bargaining power of buyers
Exhibit 13: Bargaining power of suppliers
Exhibit 14: Threat of new entrants
Exhibit 15: Threat of substitutes
Exhibit 16: Threat of rivalry
Exhibit 17: Market condition - Five forces 2018
Exhibit 18: End-user - Market share 2018-2023 (%)
Exhibit 19: Comparison by end-user
Exhibit 20: IT and telecom - Market size and forecast 2018-2023 ($ billions)
Exhibit 21: IT and telecom - Year-over-year growth 2019-2023 (%)
Exhibit 22: BFSI - Market size and forecast 2018-2023 ($ billions)
Exhibit 23: BFSI - Year-over-year growth 2019-2023 (%)
Exhibit 24: Healthcare - Market size and forecast 2018-2023 ($ billions)
Exhibit 25: Healthcare - Year-over-year growth 2019-2023 (%)
Exhibit 26: Retail - Market size and forecast 2018-2023 ($ billions)
Exhibit 27: Retail - Year-over-year growth 2019-2023 (%)
Exhibit 28: Government - Market size and forecast 2018-2023 ($ billions)
Exhibit 29: Government - Year-over-year growth 2019-2023 (%)
Exhibit 30: Other end-users - Market size and forecast 2018-2023 ($ billions)
Exhibit 31: Other end-users - Year-over-year growth 2019-2023 (%)
Exhibit 32: Market opportunity by end-user
Exhibit 33: Customer landscape
Exhibit 34: Market share by geography 2018-2023 (%)
Exhibit 35: Geographic comparison
Exhibit 36: North America - Market size and forecast 2018-2023 ($ billions)
Exhibit 37: North America - Year-over-year growth 2019-2023 (%)
Exhibit 38: Europe - Market size and forecast 2018-2023 ($ billions)
Exhibit 39: Europe - Year-over-year growth 2019-2023 (%)
Exhibit 40: APAC - Market size and forecast 2018-2023 ($ billions)
Exhibit 41: APAC - Year-over-year growth 2019-2023 (%)
Exhibit 42: South America - Market size and forecast 2018-2023 ($ billions)
Exhibit 43: South America - Year-over-year growth 2019-2023 (%)
Exhibit 44: MEA - Market size and forecast 2018-2023 ($ billions)
Exhibit 45: MEA - Year-over-year growth 2019-2023 (%)
Exhibit 46: Key leading countries
Exhibit 47: Market opportunity
Exhibit 48: Impact of drivers and challenges
Exhibit 49: Vendor landscape
Exhibit 50: Landscape disruption
Exhibit 51: Vendors covered
Exhibit 52: Vendor classification
Exhibit 53: Market positioning of vendors
Exhibit 54: Atento S.A. - Vendor overview
Exhibit 55: Atento S.A. - Organizational developments
Exhibit 56: Atento S.A. - Geographic focus
Exhibit 57: Atento S.A. - Key offerings
Exhibit 58: Bertelsmann SE & Co. KGaA - Vendor overview
Exhibit 59: Bertelsmann SE & Co. KGaA - product segments
Exhibit 60: Bertelsmann SE & Co. KGaA - Organizational developments
Exhibit 61: Bertelsmann SE & Co. KGaA - Geographic focus
Exhibit 62: Bertelsmann SE & Co. KGaA - Segment focus
Exhibit 63: Bertelsmann SE & Co. KGaA - Key offerings
Exhibit 64: Concentrix Corp. - Vendor overview
Exhibit 65: Concentrix Corp. - Business segments
Exhibit 66: Concentrix Corp. - Organizational developments
Exhibit 67: Concentrix Corp. - Geographic focus
Exhibit 68: Concentrix Corp. - Segment focus
Exhibit 69: Concentrix Corp. - Key offerings
Exhibit 70: Hinduja Global Solutions Ltd. - Vendor overview
Exhibit 71: Hinduja Global Solutions Ltd. - Organizational developments
Exhibit 72: Hinduja Global Solutions Ltd. - Geographic focus
Exhibit 73: Hinduja Global Solutions Ltd. - Key offerings
Exhibit 74: Sitel Group - Vendor overview
Exhibit 75: Sitel Group - Service segments
Exhibit 76: Sitel Group - Organizational developments
Exhibit 77: Sitel Group - Key offerings
Exhibit 78: StarTek Inc. - Vendor overview
Exhibit 79: StarTek Inc. - Organizational developments
Exhibit 80: StarTek Inc. - Geographic focus
Exhibit 81: StarTek Inc. - Key offerings
Exhibit 82: Sykes Enterprises Inc. - Vendor overview
Exhibit 83: Sykes Enterprises Inc. - Organizational developments
Exhibit 84: Sykes Enterprises Inc. - Geographic focus
Exhibit 85: Sykes Enterprises Inc. - Key offerings
Exhibit 86: Teleperformance SE - Vendor overview
Exhibit 87: Teleperformance SE - Business segments
Exhibit 88: Teleperformance SE - Organizational developments
Exhibit 89: Teleperformance SE - Segment focus
Exhibit 90: Teleperformance SE - Key offerings
Exhibit 91: Transcom WorldWide AB - Vendor overview
Exhibit 92: Transcom WorldWide AB - Business segments
Exhibit 93: Transcom WorldWide AB - Organizational developments
Exhibit 94: Transcom WorldWide AB - Segment focus
Exhibit 95: Transcom WorldWide AB - Key offerings
Exhibit 96: TTEC Holdings Inc. - Vendor overview
Exhibit 97: TTEC Holdings Inc. - Business segments
Exhibit 98: TTEC Holdings Inc. - Organizational developments
Exhibit 99: TTEC Holdings Inc. - Geographic focus
Exhibit 100: TTEC Holdings Inc. - Segment focus
Exhibit 101: TTEC Holdings Inc. - Key offerings
Exhibit 102: Validation techniques employed for market sizing
Exhibit 103: Definition of market positioning of vendors
Note: Product cover images may vary from those shown
3 of 5
FEATURED COMPANIES
- Atento S.A.
- Bertelsmann SE & Co. KGaA
- Concentrix Corp.
- Sitel Group
- StarTek Inc.
- Sykes Enterprises Inc.
- MORE
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
4 of 5
- 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
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