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市場調查報告書
商品編碼
1186523

客服中心外包的全球市場:現狀分析·預測(2022年～2028年)

Call Center Outsourcing Market: Current Analysis and Forecast (2022-2028)
出版日期: | 出版商: UnivDatos Market Insights Pvt Ltd | 英文 154 Pages | 商品交期: 最快1-2個工作天內

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簡介目錄

全球客服中心外包的市場規模在預測期間內預計將以年複合成長率約5％的速度成長。

越來越多的企業對提高業務敏捷性、駕馭不斷變化的業務動態以及提高效率的戰略的興趣是推動呼叫中心外包市場增長的因素。

本報告提供全球客服中心外包市場相關調查，提供市場收益，類型·企業規模·終端用戶·各地區的市場洞察，企業簡介等相關資訊。

目錄

第1章 市場簡介

第2章 調查手法·前提條件

  • 客服中心外包市場調查流程
  • 客服中心外包市場調查手法
  • 受訪者簡介

第3章 市場摘要

第4章 摘要整理

第5章 客服中心外包市場上COVID-19影響

第6章 客服中心外包市場收益(10億美元)，2020年～2028年(預測)

第7章 市場洞察:各類型

  • 入境(進線)
  • 出境(外撥)

第8章 市場洞察:不同企業規模

  • 中小企業
  • 大企業

第9章 市場洞察:各終端用戶

  • IT
  • BFSI
  • 醫療
  • 零售
  • 政府
  • 其他

第10章 市場洞察:各地區

  • 北美
    • 美國
    • 加拿大
    • 其他的北美
  • 歐洲
    • 德國
    • 英國
    • 法國
    • 義大利
    • 西班牙
    • 其他的歐洲
  • 亞太地區
    • 中國
    • 日本
    • 印度
    • 其他的亞太地區
  • 其他地區

第11章 客服中心外包市場:市場動態

  • 推動市場要素
  • 市場課題
  • 影響分析

第12章 客服中心外包市場:機會

第13章 客服中心外包市場:趨勢

第14章 需求與供給面分析

  • 需求面分析
  • 供給面分析

第15章 價值鏈分析

第16章 競爭模式

  • 競爭情形
    • 波特的五力分析

第17章 企業簡介

  • Accenture Plc
  • Teleperformance SE
  • Atento SA
  • Concentrix Corporation
  • Sitel Group
  • Capgemini SE
  • Sutherland Global Services, Inc.
  • TTEC Holdings, Inc.
  • HCL Technologies
  • Cognizant Technology Solutions

第18章 免責聲明

簡介目錄
Product Code: UMME211329

The global Call Center Outsourcing Market is expected to grow at a significant rate of around 5% during the forecast period. Call center outsourcing is the process of outsourcing tele-calling-related activities of an organization to a specialized external third-party vendor. Advancements in Information Technology in the past two decades have led to the tremendous growth of this industry as they allowed organizations to engage the services of third-party vendors based at remote locations at lesser costs to fulfill their business call center needs. Additionally, the growth of call center outsourcing can be attributed to the growing need for expertise in organizational operations. Call center outsourcing provides organizations to get access to expert voice agents. Furthermore, call center services help organizations to save considerable time, money, and resources for business, enabling businesses to focus on core activities such as service & product development, sales strategies, and content strategies. Moreover, the rising focus of enterprises on boosting business agility, surviving the continuously changing business dynamics, and strategies to improve efficiency are the factors that fuel the growth of the call center outsourcing market.

Accenture Plc, Teleperformance SE, Atento SA, Concentrix Corporation, Sitel Group, Capgemini SE, Cognizant Technology Solutions Corporation, Sutherland Global Services, Inc, TTEC Holdings, Inc, and HCL Technologies are some of the key players in the market. Several M&As along with partnerships have been undertaken by these players to facilitate customers with hi-tech and innovative products/technologies.

Insights Presented in the Report:

"Amongst type, the in-bound category to witness higher CAGR during the forecast period"

Based on type, the market is segmented into inbound and outbound. The inbound segment is expected to significantly during the forecast period. The growing adoption of the inbound call segment can be attributed to the growing trend amongst companies to provide top-of-the-competition customer service. Furthermore, inbound call centers help organizations create a positive image for their brand.

"Amongst end-user, the IT segment is expected to hold a significant share in the market in 2020"

Based on end-user, the market is segmented into IT, BFSI, retail, government, and others. The IT segment is expected to grow significantly during the forecast period. This is mainly due to the growing complexities in the IT sector, the users are in constant need of training. Furthermore, customer service through call centers also helps IT companies provide better value to their users.

"Asia Pacific to hold a significant share in the market"

In 2020, Asia-Pacific held a significant share of the global call center outsourcing market. This is mainly due to various factors such as the availability of labor and increased government investment in the BPO industry. Furthermore, the growth in the region can be attributed to the presence of key players such as Genpact, Infosys BPO, Tata Consultancy Services BPO, WNS Global Services, EXL Service, and Wipro BPO in the region. Moreover, the flourishing startup culture and growing investments by organizations to provide better customer satisfaction are expected to drive the market in the region.

Reasons to buy this report:

The study includes market sizing and forecasting Analytics validated by authenticated key industry experts.

The report presents a quick review of overall industry performance at one glance.

The report covers in-depth Analytics of prominent industry peers with a primary focus on key business financials, product portfolio, expansion strategies, and recent developments.

Detailed examination of drivers, restraints, key trends, and opportunities prevailing in the industry.

The study comprehensively covers the market across different segments.

Deep dive regional level Analytics of the industry.

Customization Options:

The global call center outsourcing market can further be customized as per the requirement or any other market segment. Besides this, UMI understands that you may have your own business needs, hence feel free to connect with us to get a report that completely suits your requirements.

TABLE OF CONTENTS

1 MARKET INTRODUCTION

  • 1.1. Market Definitions
  • 1.2. Main Objective
  • 1.3. Stakeholders
  • 1.4. Limitation

2 RESEARCH METHODOLOGY OR ASSUMPTION

  • 2.1. Research Process of the Call Center Outsourcing Market
  • 2.2. Research Methodology of the Call Center Outsourcing Market
  • 2.3. Respondent Profile

3 MARKET SYNOPSIS

4 EXECUTIVE SUMMARY

5 IMPACT OF COVID-19 ON THE CALL CENTER OUTSOURCING MARKET

6 CALL CENTER OUTSOURCING MARKET REVENUE (USD BN), 2020-2028F

7 MARKET INSIGHTS BY TYPE

  • 7.1. In-bound
  • 7.2. Outbound

8 MARKET INSIGHTS BY ENTERPRISE SIZE

  • 8.1. Small and Medium Enterprises
  • 8.2. Large Enterprises

9 MARKET INSIGHTS BY END-USER

  • 9.1. IT
  • 9.2. BFSI
  • 9.3. Healthcare
  • 9.4. Retail
  • 9.5. Government
  • 9.6. Others

10 MARKET INSIGHTS BY REGION

  • 10.1. North America
    • 10.1.1. U.S.
    • 10.1.2. Canada
    • 10.1.3. Rest of North America
  • 10.2. Europe
    • 10.2.1. Germany
    • 10.2.2. The United Kingdom
    • 10.2.3. France
    • 10.2.4. Italy
    • 10.2.5. Spain
    • 10.2.6. Rest of Europe
  • 10.3. Asia-Pacific
    • 10.3.1. China
    • 10.3.2. Japan
    • 10.3.3. India
    • 10.3.4. Rest of Asia-Pacific
  • 10.4. Rest of World

11 CALL CENTER OUTSOURCING MARKET DYNAMICS

  • 11.1. Market Drivers
  • 11.2. Market Challenges
  • 11.3. Impact Analysis

12 CALL CENTER OUTSOURCING MARKET OPPORTUNITIES

13 CALL CENTER OUTSOURCING MARKET TRENDS

14 DEMAND AND SUPPLY-SIDE ANALYSIS

  • 14.1. Demand Side Analysis
  • 14.2. Supply Side Analysis

15 VALUE CHAIN ANALYSIS

16 COMPETITIVE SCENARIO

  • 16.1. Competitive Landscape
    • 16.1.1. Porters Fiver Forces Analysis

17 COMPANY PROFILED

  • 17.1. Accenture Plc
  • 17.2. Teleperformance SE
  • 17.3. Atento SA
  • 17.4. Concentrix Corporation
  • 17.5. Sitel Group
  • 17.6. Capgemini SE
  • 17.7. Sutherland Global Services, Inc.
  • 17.8. TTEC Holdings, Inc.
  • 17.9. HCL Technologies
  • 17.10. Cognizant Technology Solutions

18 DISCLAIMER