Global Call Centers Industry Assessment 2020-2025 - Cloud Communications Continue to Reshape the Sector

DUBLIN, May 20, 2020 /PRNewswire/ -- The "Call Centers - Global Market Trajectory & Analytics" report has been added to ResearchAndMarkets.com's offering.

The Call Centers market worldwide is projected to grow by US$180.3 Billion, driven by a compounded growth of 6.6%.

In-House, one of the segments analyzed and sized in this study, displays the potential to grow at over 6.6%. The shifting dynamics supporting this growth makes it critical for businesses in this space to keep abreast of the changing pulse of the market. Poised to reach over US$381.3 Billion by the year 2025, In-House will bring in healthy gains adding significant momentum to global growth.

Representing the developed world, the United States will maintain a 7.6% growth momentum. Within Europe, which continues to remain an important element in the world economy, Germany will add over US$8.4 Billion to the region's size and clout in the next 5 to 6 years. Over US$8.4 Billion worth of projected demand in the region will come from Rest of Europe markets.

In Japan, In-House will reach a market size of US$28.2 Billion by the close of the analysis period. As the world's second largest economy and the new game changer in global markets, China exhibits the potential to grow at 6.4% over the next couple of years and add approximately US$31.3 Billion in terms of addressable opportunity for the picking by aspiring businesses and their astute leaders.

Presented in visually rich graphics are these and many more need-to-know quantitative data important in ensuring quality of strategy decisions, be it entry into new markets or allocation of resources within a portfolio. Several macroeconomic factors and internal market forces will shape growth and development of demand patterns in emerging countries in Asia-Pacific.

All research viewpoints presented are based on validated engagements from influencers in the market, whose opinions supersede all other research methodologies.

Key Topics Covered

I. INTRODUCTION, METHODOLOGY & REPORT SCOPE

II. EXECUTIVE SUMMARY

1. MARKET OVERVIEW

• Impact of COVID-19 and a Looming Global Recession
• Call Centers: A Quick Primer
• Recent Market Activity
• Call Centers Tap Technology to Improve Operational Efficiency & Service Quality
• Addrssing 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

• [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

III. MARKET ANALYSIS

IV. COMPETITION (Total Companies Profiled: 135)

For more information about this report visit https://www.researchandmarkets.com/r/mr781g

Research and Markets also offers Custom Research services providing focused, comprehensive and tailored research.

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