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Global Call Centers Market (2022-2027) by Component, Deployment, Vertical, and Geography, Competitive Analysis and the Impact of Covid-19 with Ansoff Analysis

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  • 169 Pages
  • October 2022
  • Region: Global
  • Infogence Global Research
  • ID: 5684369

Brazil Saw a Surge in Call Centers During the Pandemic

The Global Call Centers Market is estimated to be USD 25.03 Bn in 2022 and is expected to reach USD 36.88 Bn by 2027, growing at a CAGR of 8.06%.

Market Dynamics

Market dynamics are forces that impact the prices and behaviors of the Global Call Centers Market stakeholders. These forces create pricing signals which result from the changes in the supply and demand curves for a given product or service. Forces of Market Dynamics may be related to macro-economic and micro-economic factors. There are dynamic market forces other than price, demand, and supply. Human emotions can also drive decisions, influence the market, and create price signals.

As the market dynamics impact the supply and demand curves, decision-makers aim to determine the best way to use various financial tools to stem various strategies for speeding the growth and reducing the risks.

Market Segmentations

The Global Call Centers Market is segmented based on Component, Deployment, Vertical, and Geography.
  • By Component, the market is classified into Solution/Software and Services.
  • By Deployment, the market is classified into On-premises, Cloud-based, and Hybrid.
  • By Vertical, the market is classified into BFSI, Retail & Consumer Goods, IT & Telecom, Media & Entertainment, Government, Healthcare and Travel & Hospitality.
  • By Geography, the market is classified into Americas, Europe, Middle-East & Africa, and Asia-Pacific.

Company Profiles

The report provides a detailed analysis of the competitors in the market. It covers the financial performance analysis for the publicly listed companies in the market. The report also offers detailed information on the companies' recent development and competitive scenario. Some of the companies covered in this report are American Express Co., Atento, Capita PLC, Concentrix, Entel Call Centre, Genpact, IBEX Global Solutions, Inc., IBM Global Process Services, Intrado Corp., etc.

Countries Studied

  • America (Argentina, Brazil, Canada, Chile, Colombia, Mexico, Peru, United States, Rest of Americas)
  • Europe (Austria, Belgium, Denmark, Finland, France, Germany, Italy, Netherlands, Norway, Poland, Russia, Spain, Sweden, Switzerland, United Kingdom, Rest of Europe)
  • Middle-East and Africa (Egypt, Israel, Qatar, Saudi Arabia, South Africa, United Arab Emirates, Rest of MEA)
  • Asia-Pacific (Australia, Bangladesh, China, India, Indonesia, Japan, Malaysia, Philippines, Singapore, South Korea, Sri Lanka, Thailand, Taiwan, Rest of Asia-Pacific)

Competitive Quadrant

The report includes Competitive Quadrant, a proprietary tool to analyze and evaluate the position of companies based on their Industry Position score and Market Performance score. The tool uses various factors for categorizing the players into four categories. Some of these factors considered for analysis are financial performance over the last 3 years, growth strategies, innovation score, new product launches, investments, growth in market share, etc.

Ansoff Analysis

The report presents a detailed Ansoff matrix analysis for the Global Call Centers Market. Ansoff Matrix, also known as Product/Market Expansion Grid, is a strategic tool used to design strategies for the growth of the company. The matrix can be used to evaluate approaches in four strategies viz. Market Development, Market Penetration, Product Development and Diversification. The matrix is also used for risk analysis to understand the risk involved with each approach.

The analyst analyses the Global Call Centers Market using the Ansoff Matrix to provide the best approaches a company can take to improve its market position.

Based on the SWOT analysis conducted on the industry and industry players, the analyst has devised suitable strategies for market growth.

Why buy this report?

  • The report offers a comprehensive evaluation of the Global Call Centers Market. The report includes in-depth qualitative analysis, verifiable data from authentic sources, and projections about market size. The projections are calculated using proven research methodologies.
  • The report has been compiled through extensive primary and secondary research. The primary research is done through interviews, surveys, and observation of renowned personnel in the industry.
  • The report includes an in-depth market analysis using Porter's 5 forces model and the Ansoff Matrix. In addition, the impact of Covid-19 on the market is also featured in the report.
  • The report also includes the regulatory scenario in the industry, which will help you make a well-informed decision. The report discusses major regulatory bodies and major rules and regulations imposed on this sector across various geographies.
  • The report also contains the competitive analysis using Positioning Quadrants, the analyst's competitive positioning tool.

Report Highlights:

  • A complete analysis of the market, including parent industry
  • Important market dynamics and trends
  • Market segmentation
  • Historical, current, and projected size of the market based on value and volume
  • Market shares and strategies of key players
  • Recommendations to companies for strengthening their foothold in the market
Frequently Asked Questions about the Global Call Centers Market

What is the estimated value of the Global Call Centers Market?

The Global Call Centers Market was estimated to be valued at $25.03 Billion in 2022.

What is the growth rate of the Global Call Centers Market?

The growth rate of the Global Call Centers Market is 8.0%, with an estimated value of $36.88 Billion by 2027.

What is the forecasted size of the Global Call Centers Market?

The Global Call Centers Market is estimated to be worth $36.88 Billion by 2027.

Who are the key companies in the Global Call Centers Market?

Key companies in the Global Call Centers Market include Alorica Inc., American Express Co., Atento, ATOS S.A., BT Communications Ltd., Capita PLC, Concentrix, Entel Call Centre, EXL Service Holdings, Inc. and Genpact.

Table of Contents

1 Report Description
1.1 Study Objectives
1.2 Market Definition
1.3 Currency
1.4 Years Considered
1.5 Language
1.6 Key Stakeholders
2 Research Methodology
2.1 Research Process
2.2 Data Collection and Validation
2.2.1 Secondary Research
2.2.2 Primary Research
2.2.3 Models
2.3 Market Size Estimation
2.3.1 Bottom-Up Approach
2.3.2 Top-Down Approach
2.4 Assumptions of the Study
2.5 Limitations of the Study
3 Executive Summary
3.1 Introduction
3.2 Market Size, Segmentations, and Outlook
4 Market Dynamics
4.1 Drivers
4.1.1 Growing Focus of Major Players on Providing Better Services to the Customers
4.1.2 The Increasing use of RPA in Call Centers
4.2 Restraints
4.2.1 Involvement of Various Complexities in the Processes of Call Centre
4.2.2 Impact of IVR Frauds and Cyber-attacks on Business Operations
4.3 Opportunities
4.3.1 Increased Productivity with the Introduction of Artificial Intelligence
4.3.2 Introduction of Cloud Communication
4.4 Challenges
4.4.1 Call Centers and the Regulatory Environment
5 Market Analysis
5.1 Regulatory Scenario
5.2 Porter’s Five Forces Analysis
5.3 PESTLE Analysis
5.4 Impact of COVID-19
5.5 Ansoff Matrix Analysis
6 Global Call Centers Market, By Component
6.1 Introduction
6.2 Solution/Software
6.2.1 Automatic Call Distributor
6.2.2 Interactive Voice Response
6.2.3 Intelligent Call Routing
6.2.4 Computer Telephony Integration (CTI) Software
6.2.5 Reporting & Analytics
6.2.6 Intelligent Virtual Assistant
6.2.7 Call Center Workforce Optimization
6.3 Services
7 Global Call Centers Market, By Deployment
7.1 Introduction
7.2 On-premises
7.3 Cloud-based
7.4 Hybrid
8 Global Call Centers Market, By Vertical
8.1 Introduction
8.2 BFSI
8.3 Retail & Consumer Goods
8.4 IT & Telecom
8.5 Media & Entertainment
8.6 Government
8.7 Healthcare
8.8 Travel & Hospitality
9 Americas’ Call Centers Market
9.1 Introduction
9.2 Argentina
9.3 Brazil
9.4 Canada
9.5 Chile
9.6 Colombia
9.7 Mexico
9.8 Peru
9.9 United States
9.10 Rest of Americas
10 Europe’s Call Centers Market
10.1 Introduction
10.2 Austria
10.3 Belgium
10.4 Denmark
10.5 Finland
10.6 France
10.7 Germany
10.8 Italy
10.9 Netherlands
10.10 Norway
10.11 Poland
10.12 Russia
10.13 Spain
10.14 Sweden
10.15 Switzerland
10.16 United Kingdom
10.17 Rest of Europe
11 Middle East and Africa’s Call Centers Market
11.1 Introduction
11.2 Egypt
11.3 Israel
11.4 Qatar
11.5 Saudi Arabia
11.6 South Africa
11.7 United Arab Emirates
11.8 Rest of MEA
12 APAC’s Call Centers Market
12.1 Introduction
12.2 Australia
12.3 Bangladesh
12.4 China
12.5 India
12.6 Indonesia
12.7 Japan
12.8 Malaysia
12.9 Philippines
12.10 Singapore
12.11 South Korea
12.12 Sri Lanka
12.13 Thailand
12.14 Taiwan
12.15 Rest of Asia-Pacific
13 Competitive Landscape
13.1 Competitive Quadrant
13.2 Market Share Analysis
13.3 Strategic Initiatives
13.3.1 M&A and Investments
13.3.2 Partnerships and Collaborations
13.3.3 Product Developments and Improvements
14 Company Profiles
14.1 Alorica Inc.
14.2 American Express Co.
14.3 Atento
14.4 ATOS S.A.
14.5 BT Communications Ltd.
14.6 Capita PLC
14.7 Concentrix
14.8 Entel Call Centre
14.9 EXL Service Holdings, Inc.
14.10 Genpact
14.11 HCL Technologies Ltd.
14.12 IBEX Global Solutions, Inc.
14.13 IBM Global Process Services
14.14 Intrado Corp.
14.15 Sykes Enterprises Inc. (Sitel Group)
14.16 Tata Consultancy Services Ltd.
14.17 Teleperformance SE
14.18 TTEC Holdings, Inc. (ALJ Regional Holdings, Inc.)
14.19 Wells Fargo & Co.
14.20 Wipro Ltd.
15 Appendix
15.1 Questionnaire

Companies Mentioned

  • Alorica Inc.
  • American Express Co.
  • Atento
  • ATOS S.A.
  • BT Communications Ltd.
  • Capita PLC
  • Concentrix
  • Entel Call Centre
  • EXL Service Holdings, Inc.
  • Genpact
  • HCL Technologies Ltd.
  • IBEX Global Solutions, Inc.
  • IBM Global Process Services
  • Intrado Corp.
  • Sykes Enterprises Inc. (Sitel Group)
  • Tata Consultancy Services Ltd.
  • Teleperformance SE
  • TTEC Holdings, Inc. (ALJ Regional Holdings, Inc.)
  • Wells Fargo & Co.
  • Wipro Ltd.