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Market Research Report

Call Centers

Published by Global Industry Analysts, Inc. Product code 138637
Published Content info 219 Pages
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Call Centers
Published: July 1, 2020 Content info: 219 Pages
Description

Global Call Centers Market to Reach US$496 Billion by the Year 2027

Amid the COVID-19 crisis, the global market for Call Centers estimated at US$339.4 Billion in the year 2020, is projected to reach a revised size of US$496 Billion by 2027, growing at a CAGR of 5.6% over the period 2020-2027.In-House, one of the segments analyzed in the report, is projected to grow at a 5.5% CAGR to reach US$380 Billion by the end of the analysis period. After an early analysis of the business implications of the pandemic and its induced economic crisis, growth in the Outsourced segment is readjusted to a revised 5.9% CAGR for the next 7-year period. This segment currently accounts for a 22.9% share of the global Call Centers market.

The U.S. Accounts for Over 29.5% of Global Market Size in 2020, While China is Forecast to Grow at a 5.2% CAGR for the Period of 2020-2027

The Call Centers market in the U.S. is estimated at US$100.1 Billion in the year 2020. The country currently accounts for a 29.49% share in the global market. China, the world second largest economy, is forecast to reach an estimated market size of US$87.4 Billion in the year 2027 trailing a CAGR of 5.2% through 2027. Among the other noteworthy geographic markets are Japan and Canada, each forecast to grow at 5.3% and 4.4% respectively over the 2020-2027 period. Within Europe, Germany is forecast to grow at approximately 4.6% CAGR while Rest of European market (as defined in the study) will reach US$87.4 Billion by the year 2027.We bring years of research experience to this 18th edition of our report. The 219-page report presents concise insights into how the pandemic has impacted production and the buy side for 2020 and 2021. A short-term phased recovery by key geography is also addressed.

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
Table of Contents
Product Code: MCP-1145

TABLE OF CONTENTS

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
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