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Global Call Centers Industry

ReportLinker
·10 min de lecture

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.

New York, July 17, 2020 (GLOBE NEWSWIRE) -- Reportlinker.com announces the release of the report "Global Call Centers Industry" - https://www.reportlinker.com/p087286/?utm_source=GNW
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




Read the full report: https://www.reportlinker.com/p087286/?utm_source=GNW

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
Read the full report: https://www.reportlinker.com/p087286/?utm_source=GNW

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