TMCnet News

Call Center Outsourcing Market Size to Record a CAGR of 3.96%, Rise of Emerging Countries as Call Center Destinations to Boost Market Growth - Technavio
[August 25, 2022]

Call Center Outsourcing Market Size to Record a CAGR of 3.96%, Rise of Emerging Countries as Call Center Destinations to Boost Market Growth - Technavio


NEW YORK, Aug. 25, 2022 /PRNewswire/ -- The "Call Center Outsourcing Market by End User (IT and telecom, BFSI, Healthcare, Retail, and Others) and Geography (North America, Europe, APAC, South America, and MEA) - Forecast and Analysis 2022-2026" report has been added to Technavio's offering. The potential growth difference for the call center outsourcing market size between 2021 and 2026 is USD 21.72 bn. To get the exact CAGR and the Y-O-Y growth rate, Request a FREE PDF Sample Report

Key Market Dynamics
  • Market Driver: The rise of emerging countries as call center destinations is driving the growth of the market. Call center organizations have established operations in countries such as India and the Philippines due to low operating costs. However, they are facing challenges such as poor quality, high attrition rate, inflation in wage rate, and remote management complexity. Therefore, they are focusing on expanding their businesses in other countries to increase the diversity of skills, gain a competitive advantage, and expand their presence. Such factors are driving the market growth.
  • Market Challenge: The increasing cost of call center outsourcing services is challenging the growth of the call center outsourcing market. Call center outsourcing services help in lowering operating costs and increasing efficiencies.  However, call center jobs can be monotonous and stressful, as the agents often handle high volumes of customer calls. In addition, third-party service providers are expected to use advanced technologies such as voice bots to finish jobs on time. However, investments in technology, process improvement, and infrastructure can increase the cost of BPO. Such rising costs will hinder the growth of the market in focus during the forecast period.

Technavio offers key drivers, trends, and challenges to help businesses to make confident decisions. View our FREE PDF Sample Report right now!

Market Segmentation

The call center outsourcing market report is segmented by end-user (IT and telecom, BFSI, healthcare, retail, and others) and geography (North America, Europe, APAC, South America, and MEA). North America will be the leading region with 38% of the market's growth during the forecast period. The US and Canada are the key countries for the call center outsourcing market in North America.

View our FREE PDF Sample Report for insights into the contribution of all the segments and regional opportunities in the report.

Vendor Landscape

The call center outsourcing market is fragmented, and the vendors are deploying growth strategies such as organic and inorganic strategies to compete in the market. The competition among vendors will be moderate, with the entry of new vendors, technological innovations, and increasing adoption of advanced technologies such as cloud and AI. Established industry participants are adopting the M&A strategy and entering into partnerships with other players to expand their product portfolio, enter emerging markets, and boost their market share. The growing focus of vendors on increasing their presence, the emergence of new call centers, and the presence of established players in the market will lead to moderate competition among vendors during the forecast period.

Some Companies Mentioned
  • 247.ai Inc.
  • Alorica Inc.
  • Atento SA
  • Bertelsmann SE and Co. KGaA
  • Computer Generated Solutions Inc.
  • Continuum Global Solutions LLC
  • Datacom Group Ltd.
  • Epicenter
  • Five9 Inc.
  • Hinduja Global Solutions Ltd.
  • Infosys Ltd
  • Serco Group Plc
  • Sitel Group
  • StarTek Inc.
  • Sutherland Global Services Inc.
  • Sykes Enterprises Inc.
  • Tata Consultancy Services Ltd.
  • TD SYNNEX Corp.
  • Teleperformance SE
  • Transcom Holding AB

Want your report customized? Speak to an analyst and personalize your report according to your needs.

Related Reports

Cloud Infrastructure Services Market by Deployment and Geography - Forecast and Analysis 2022-2026

Call Center Outsourcing Market in Europe by End-user and Geography - Forecast and Analysis 2022-2026





Call Center Outsourcing Market Scope

Report Coverage

Details

Page number

120

Base year

2021

Forecast period

2022-2026

Growth momentum & CAGR

Accelerate at a CAGR of 3.96%

Market growth 2021-2025

USD 21.72 billion

Market structure

Fragmented

YoY growth (%)

3.0

Regional analysis

North America, Europe, APAC, South America, and MEA

Performing market contribution

North America at 38%

Key consumer countries

US, Canada, The Philippines, India, and UK

Competitive landscape

Leading companies, competitive strategies, consumer engagement scope

Companies profiled

247.ai Inc., Alorica Inc., Atento SA, Bertelsmann SE and Co. KGaA, Computer Generated Solutions Inc., Continuum Global Solutions LLC, Datacom Group Ltd., Epicenter, Five9 Inc., Hinduja Global Solutions Ltd., Infosys Ltd, Serco Group Plc, Sitel Group, StarTek Inc., Sutherland Global Services Inc., Sykes Enterprises Inc., Tata Consultancy Services Ltd., TD SYNNEX Corp., Teleperformance SE, and Transcom Holding AB

Market Dynamics

Parent market analysis, market growth inducers and obstacles, fast-growing and slow-growing segment analysis, COVID-19 impact and future consumer dynamics, and market condition analysis for the forecast period.

Customization purview

If our report has not included the data that you are looking for, you can reach out to our analysts and get segments customized.


Browse Information Technology Market Reports

Key Topics Covered

1 Executive Summary

  • 1.1 Market overview
    • Exhibit 01: Executive Summary – Chart on Market Overview
    • Exhibit 02: Executive Summary – Data Table on Market Overview
    • Exhibit 03: Executive Summary – Chart on Global Market Characteristics
    • Exhibit 04: Executive Summary – Chart on Market by Geography
    • Exhibit 05: Executive Summary – Chart on Market Segmentation by End-user
    • Exhibit 06: Executive Summary – Chart on Incremental Growth
    • Exhibit 07: Executive Summary – Data Table on Incremental Growth
    • Exhibit 08: Executive Summary – Chart on Vendor Market Positioning

2 Market Landscape

  • 2.1 Market ecosystem
    • Exhibit 09: Parent market
    • Exhibit 10: Market Characteristics

3 Market Sizing

  • 3.1 Market definition
    • Exhibit 11: Offerings of vendors included in the market definition
  • 3.2 Market segment analysis
    • Exhibit 12: Market segments
  • 3.3 Market size 2021
  • 3.4 Market outlook: Forecast for 2021-2026
    • Exhibit 13: Chart on Global - Market size and forecast 2021-2026 ($ million)
    • Exhibit 14: Data Table on Global - Market size and forecast 2021-2026 ($ million)
    • Exhibit 15: Chart on Global Market: Year-over-year growth 2021-2026 (%)
    • Exhibit 16: Data Table on Global Market: Year-over-year growth 2021-2026 (%)

4 Five Forces Analysis

  • 4.1 Five forces summary
    • Exhibit 17: Five forces analysis - Comparison between 2021 and 2026
  • 4.2 Bargaining power of buyers
    • Exhibit 18: Chart on Bargaining power of buyers – Impact of key factors 2021 and 2026
  • 4.3 Bargaining power of suppliers
    • Exhibit 19: Bargaining power of suppliers – Impact of key factors in 2021 and 2026
  • 4.4 Threat of new entrants
    • Exhibit 20: Threat of new entrants – Impact of key factors in 2021 and 2026
  • 4.5 Threat of substitutes
    • Exhibit 21: Threat of substitutes – Impact of key factors in 2021 and 2026
  • 4.6 Threat of rivalry
    • Exhibit 22: Threat of rivalry – Impact of key factors in 2021 and 2026
  • 4.7 Market condition
    • Exhibit 23: Chart on Market condition - Five forces 2021 and 2026

5 Market Segmentation by End-user

  • 5.1 Market segments
    • Exhibit 24: Chart on End-user - Market share 2021-2026 (%)
    • Exhibit 25: Data Table on End-user - Market share 2021-2026 (%)
  • 5.2 Comparison by End-user
    • Exhibit 26: Chart on Comparison by End-user
    • Exhibit 27: Data Table on Comparison by End-user
  • 5.3 IT and telecom - Market size and forecast 2021-2026
    • Exhibit 28: Chart on IT and telecom - Market size and forecast 2021-2026 ($ million)
    • Exhibit 29: Data Table on IT and telecom - Market size and forecast 2021-2026 ($ million)
    • Exhibit 30: Chart on IT and telecom - Year-over-year growth 2021-2026 (%)
    • Exhibit 31: Data Table on IT and telecom - Year-over-year growth 2021-2026 (%)
  • 5.4 BFSI - Market size and forecast 2021-2026
    • Exhibit 32: Chart on BFSI - Market size and forecast 2021-2026 ($ million)
    • Exhibit 33: Data Table on BFSI - Market size and forecast 2021-2026 ($ million)
    • Exhibit 34: Chart on BFSI - Year-over-year growth 2021-2026 (%)
    • Exhibit 35: Data Table on BFSI - Year-over-year growth 2021-2026 (%)
  • 5.5 Healthcare - Market size and forecast 2021-2026
    • Exhibit 36: Chart on Healthcare - Market size and forecast 2021-2026 ($ million)
    • Exhibit 37: Data Table on Healthcare - Market size and forecast 2021-2026 ($ million)
    • Exhibit 38: Chart on Healthcare - Year-over-year growth 2021-2026 (%)
    • Exhibit 39: Data Table on Healthcare - Year-over-year growth 2021-2026 (%)
  • 5.6 Retail - Market size and forecast 2021-2026
    • Exhibit 40: Chart on Retail - Market size and forecast 2021-2026 ($ million)
    • Exhibit 41: Data Table on Retail - Market size and forecast 2021-2026 ($ million)
    • Exhibit 42: Chart on Retail - Year-over-year growth 2021-2026 (%)
    • Exhibit 43: Data Table on Retail - Year-over-year growth 2021-2026 (%)
  • 5.7 Others - Market size and forecast 2021-2026
    • Exhibit 44: Chart on Others - Market size and forecast 2021-2026 ($ million)
    • Exhibit 45: Data Table on Others - Market size and forecast 2021-2026 ($ million)
    • Exhibit 46: Chart on Others - Year-over-year growth 2021-2026 (%)
    • Exhibit 47: Data Table on Others - Year-over-year growth 2021-2026 (%)
  • 5.8 Market opportunity by End-user
    • Exhibit 48: Market opportunity by End-user ($ million)

6 Customer Landscape

  • 6.1 Customer landscape overview
    • Exhibit 49: Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria

7 Geographic Landscape

  • 7.1 Geographic segmentation
    • Exhibit 50: Chart on Market share by geography 2021-2026 (%)
    • Exhibit 51: Data Table on Market share by geography 2021-2026 (%)
  • 7.2 Geographic comparison
    • Exhibit 52: Chart on Geographic comparison
    • Exhibit 53: Data Table on Geographic comparison
  • 7.3 North America - Market size and forecast 2021-2026
    • Exhibit 54: Chart on North America - Market size and forecast 2021-2026 ($ million)
    • Exhibit 55: Data Table on North America - Market size and forecast 2021-2026 ($ million)
    • Exhibit 56: Chart on North America - Year-over-year growth 2021-2026 (%)
    • Exhibit 57: Data Table on North America - Year-over-year growth 2021-2026 (%)
  • 7.4 Europe - Market size and forecast 2021-2026
    • Exhibit 58: Chart on Europe - Market size and forecast 2021-2026 ($ million)
    • Exhibit 59: Data Table on Europe - Market size and forecast 2021-2026 ($ million)
    • Exhibit 60: Chart on Europe - Year-over-year growth 2021-2026 (%)
    • Exhibit 61: Data Table on Europe - Year-over-year growth 2021-2026 (%)
  • 7.5 APAC - Market size and forecast 2021-2026
    • Exhibit 62: Chart on APAC - Market size and forecast 2021-2026 ($ million)
    • Exhibit 63: Data Table on APAC - Market size and forecast 2021-2026 ($ million)
    • Exhibit 64: Chart on APAC - Year-over-year growth 2021-2026 (%)
    • Exhibit 65: Data Table on APAC - Year-over-year growth 2021-2026 (%)
  • 7.6 South America - Market size and forecast 2021-2026
    • Exhibit 66: Chart on South America - Market size and forecast 2021-2026 ($ million)
    • Exhibit 67: Data Table on South America - Market size and forecast 2021-2026 ($ million)
    • Exhibit 68: Chart on South America - Year-over-year growth 2021-2026 (%)
    • Exhibit 69: Data Table on South America - Year-over-year growth 2021-2026 (%)
  • 7.7 Middle East and Africa - Market size and forecast 2021-2026
    • Exhibit 70: Chart on Middle East and Africa - Market size and forecast 2021-2026 ($ million)
    • Exhibit 71: Data Table on Middle East and Africa - Market size and forecast 2021-2026 ($ million)
    • Exhibit 72: Chart on Middle East and Africa - Year-over-year growth 2021-2026 (%)
    • Exhibit 73: Data Table on Middle East and Africa - Year-over-year growth 2021-2026 (%)
  • 7.8 US - Market size and forecast 2021-2026
    • Exhibit 74: Chart on US - Market size and forecast 2021-2026 ($ million)
    • Exhibit 75: Data Table on US - Market size and forecast 2021-2026 ($ million)
    • Exhibit 76: Chart on US - Year-over-year growth 2021-2026 (%)
    • Exhibit 77: Data Table on US - Year-over-year growth 2021-2026 (%)
  • 7.9 UK - Market size and forecast 2021-2026
    • Exhibit 78: Chart on UK - Market size and forecast 2021-2026 ($ million)
    • Exhibit 79: Data Table on UK - Market size and forecast 2021-2026 ($ million)
    • Exhibit 80: Chart on UK - Year-over-year growth 2021-2026 (%)
    • Exhibit 81: Data Table on UK - Year-over-year growth 2021-2026 (%)
  • 7.10 Australia - Market size and forecast 2021-2026
    • Exhibit 82: Chart on Australia - Market size and forecast 2021-2026 ($ million)
    • Exhibit 83: Data Table on Australia - Market size and forecast 2021-2026 ($ million)
    • Exhibit 84: Chart on Australia - Year-over-year growth 2021-2026 (%)
    • Exhibit 85: Data Table on Australia - Year-over-year growth 2021-2026 (%)
  • 7.11 India - Market size and forecast 2021-2026
    • Exhibit 86: Chart on India - Market size and forecast 2021-2026 ($ million)
    • Exhibit 87: Data Table on India - Market size and forecast 2021-2026 ($ million)
    • Exhibit 88: Chart on India - Year-over-year growth 2021-2026 (%)
    • Exhibit 89: Data Table on India - Year-over-year growth 2021-2026 (%)
  • 7.12 Germany - Market size and forecast 2021-2026
    • Exhibit 90: Chart on Germany - Market size and forecast 2021-2026 ($ million)
    • Exhibit 91: Data Table on Germany - Market size and forecast 2021-2026 ($ million)
    • Exhibit 92: Chart on Germany - Year-over-year growth 2021-2026 (%)
    • Exhibit 93: Data Table on Germany - Year-over-year growth 2021-2026 (%)
  • 7.13 Market opportunity by geography
    • Exhibit 94: Market opportunity by geography ($ million)

8 Drivers, Challenges, and Trends

  • 8.1 Market drivers
  • 8.2 Market challenges
  • 8.3 Impact of drivers and challenges
    • Exhibit 95: Impact of drivers and challenges in 2021 and 2026
  • 8.4 Market trends

9 Vendor Landscape

  • 9.1 Overview
  • 9.2 Vendor landscape
    • Exhibit 96: Overview on Criticality of inputs and Factors of differentiation
  • 9.3 Landscape disruption
    • Exhibit 97: Overview on factors of disruption
  • 9.4 Industry risks
    • Exhibit 98: Impact of key risks on business

10 Vendor Analysis

  • 10.1 Vendors covered
    • Exhibit 99: Vendors covered
  • 10.2 Market positioning of vendors
    • Exhibit 100: Matrix on vendor position and classification
  • 10.3 Atento SA
    • Exhibit 101: Atento SA - Overview
    • Exhibit 102: Atento SA - Business segments
    • Exhibit 103: Atento SA - Key offerings
    • Exhibit 104: Atento SA - Segment focus
  • 10.4 Bertelsmann SE and Co. KGaA
    • Exhibit 105: Bertelsmann SE and Co. KGaA - Overview
    • Exhibit 106: Bertelsmann SE and Co. KGaA - Business segments
    • Exhibit 107: Bertelsmann SE and Co. KGaA - Key news
    • Exhibit 108: Bertelsmann SE and Co. KGaA - Key offerings
    • Exhibit 109: Bertelsmann SE and Co. KGaA - Segment focus
  • 10.5 Hinduja Global Solutions Ltd.
    • Exhibit 110: Hinduja Global Solutions Ltd. - Overview
    • Exhibit 111: Hinduja Global Solutions Ltd. - Product / Service
    • Exhibit 112: Hinduja Global Solutions Ltd. - Key offerings
  • 10.6 Sitel Group
    • Exhibit 113: Sitel Group - Overview
    • Exhibit 114: Sitel Group - Product / Service
    • Exhibit 115: Sitel Group - Key offerings
  • 10.7 StarTek Inc.
    • Exhibit 116: StarTek Inc. - Overview
    • Exhibit 117: StarTek Inc. - Business segments
    • Exhibit 118: StarTek Inc. - Key offerings
    • Exhibit 119: StarTek Inc. - Segment focus
  • 10.8 Sykes Enterprises Inc.
    • Exhibit 120: Sykes Enterprises Inc. - Overview
    • Exhibit 121: Sykes Enterprises Inc. - Business segments
    • Exhibit 122: Sykes Enterprises Inc. - Key offerings
    • Exhibit 123: Sykes Enterprises Inc. - Segment focus
  • 10.9 Tata Consultancy Services Ltd.
    • Exhibit 124: Tata Consultancy Services Ltd. - Overview
    • Exhibit 125: Tata Consultancy Services Ltd. - Business segments
    • Exhibit 126: Tata Consultancy Services Ltd. - Key news
    • Exhibit 127: Tata Consultancy Services Ltd. - Key offerings
    • Exhibit 128: Tata Consultancy Services Ltd. - Segment focus
  • 10.10 TD SYNNEX Corp.
    • Exhibit 129: TD SYNNEX Corp. - Overview
    • Exhibit 130: TD SYNNEX Corp. - Business segments
    • Exhibit 131: TD SYNNEX Corp. - Key offerings
    • Exhibit 132: TD SYNNEX Corp. - Segment focus
  • 10.11 Teleperformance SE
    • Exhibit 133: Teleperformance SE - Overview
    • Exhibit 134: Teleperformance SE - Product / Service
    • Exhibit 135: Teleperformance SE - Key offerings
  • 10.12 Transcom Holding AB
    • Exhibit 136: Transcom Holding AB - Overview
    • Exhibit 137: Transcom Holding AB - Business segments
    • Exhibit 138: Transcom Holding AB - Key offerings
    • Exhibit 139: Transcom Holding AB - Segment focus

11 Appendix

  • 11.1 Scope of the report
  • 11.2 Inclusions and exclusions checklist
    • Exhibit 140: Inclusions checklist
    • Exhibit 141: Exclusions checklist
  • 11.3 Currency conversion rates for US$
    • Exhibit 142: Currency conversion rates for US$
  • 11.4 Research methodology
    • Exhibit 143: Research methodology
    • Exhibit 144: Validation techniques employed for market sizing
    • Exhibit 145: Information sources
  • 11.5 List of abbreviations
    • Exhibit 146: List of abbreviations
About Us

Technavio is a leading global technology research and advisory company. Their research and analysis focus on emerging market trends and provide actionable insights to help businesses identify market opportunities and develop effective strategies to optimize their market positions.

With over 500 specialized analysts, Technavio's report library consists of more than 17,000 reports and counting, covering 800 technologies, spanning across 50 countries. Their client base consists of enterprises of all sizes, including more than 100 Fortune 500 companies. This growing client base relies on Technavio's comprehensive coverage, extensive research, and actionable market insights to identify opportunities in existing and potential markets and assess their competitive positions within changing market scenarios.

Contact
Technavio Research
Jesse Maida
Media & Marketing Executive
US: +1 844 364 1100
UK: +44 203 893 3200
Email:[email protected]
Website: www.technavio.com/

Newsroom: newsroom.technavio.com/news/call-center-outsourcingmarket

Cision View original content to download multimedia:https://www.prnewswire.com/news-releases/call-center-outsourcing-market-size-to-record-a-cagr-of-3-96-rise-of-emerging-countries-as-call-center-destinations-to-boost-market-growth---technavio-301610807.html

SOURCE Technavio


[ Back To TMCnet.com's Homepage ]