Enjoy complimentary customisation on priority with our Enterprise License!
The call center outsourcing market share in Europe is expected to increase by USD 3.73 billion from 2021 to 2026, and the market’s growth momentum will accelerate at a CAGR of 3.53%.
This call center outsourcing market in Europe research report provides valuable insights on the post-COVID-19 impact on the market, which will help companies evaluate their business approaches. Furthermore, this report extensively covers the call center outsourcing market segmentation in Europe by end-user (IT and telecom, BFSI, healthcare, retail, and others) and geography (UK, Germany, France, The Netherlands, and the Rest of Europe). The call center outsourcing market in Europe report also offers information on several market vendors, including Alorica Inc., Atento SA, Bertelsmann SE, and Co. KGaA, SCIENCE Technologies, Computer Generated Solutions Inc., Concentrix Corp., Conduent Inc., CustomerServ Ltd., DATAMARK Inc., Helpware Inc., LimiTless Technology Consultants LLC, Sitel Group, StarTek Inc., Sutherland Global Services Inc., TD SYNNEX Corp., Teleperformance SE, TELUS Corp., Transcom Holding AB, TTEC Holdings Inc., and Webhelp among others.
Download Report Sample to Unlock the Call Center Outsourcing Market Size in Europe for the Forecast Period and Other Important Statistics
The increase in call center outsourcing by IT and telecom service providers is notably driving the call center outsourcing market growth in Europe, although factors such as shifting focus on developing countries as call center destinations may impede the market growth. Our research analysts have studied the historical data and deduced the key market drivers and the COVID-19 pandemic impact on the call center outsourcing industry in Europe. The holistic analysis of the drivers will help deduce end goals and refine marketing strategies to gain a competitive edge.
Key Call Center Outsourcing Market Driver in Europe
One of the key factors driving growth in the call center outsourcing market is the increase in call center outsourcing by IT and telecom service providers. Telecom vendors focus on core technical objectives such as tackling security issues, innovating new offerings for the latest devices and technology patterns, and catering to the growing demand for connectivity and, hence, benefit from outsourcing their customer services to BPO companies. Call center outsourcing allows telecom companies to manage cost pressures, optimize investments, and get specialized resources while establishing a flexible strategy to retain their existing customers and acquire new customers. Emerging technologies have enhanced the productivity of business processes. AI enables the analysis and prioritization of customer queries, which leads to faster resolutions. The RPA technology improves customer services for telecom companies. Such technologies will boost the performance of telecom operators and drive the market.
Key Call Center Outsourcing Market Trend in Europe
The emergence of voice bots is one of the major trends influencing the call center outsourcing market during the forecast period. The development of voice bots or voice-enabled chatbots, which make use of conversational AI to provide a better customer experience, is expected to simplify call center processes. Their higher availability and lower cost have been significant factors in driving their adoption in the call center outsourcing market in Europe. Some companies have developed voice bot applications that can easily converse with customers in different languages. The primary reason for the deployment of voice bots is they help agents in attending to critical issues, while moderate and common issues can be resolved quickly and effectively by voice bots. So, the adoption of voice bots is expected to help the call center outsourcer in reducing the overall cost, thereby offering high growth opportunities to the vendors in the market in focus.
Key Call Center Outsourcing Market Challenge in Europe
The shifting focus on developing countries as call center destinations will be a major challenge for the call center outsourcing market during the forecast period. The high cost of call center outsourcing services in the Western European region has compelled international companies to shift to Asian and South American countries. Many call center organizations have started their operations in India and the Philippines, among other countries, owing to low operating costs. A key reason for investments in call centers in emerging countries in APAC and MEA region is the availability of resources such as land, labor, and communication services at a lower cost as compared to European countries. The establishment of call centers in emerging countries can help organizations in various industries, including finance and healthcare, to outsource their customer service operations to call centers. Thus, the shift toward developing countries as call center destinations will drastically impact the growth of the call center outsourcing market in Europe during the forecast period.
This call center outsourcing market in Europe analysis report also provides detailed information on other upcoming trends and challenges that will have a far-reaching effect on the market growth. The actionable insights on the trends and challenges will help companies evaluate and develop growth strategies for 2022-2026.
Technavio categorizes the call center outsourcing market in Europe as a part of the global IT consulting and other services market. Our research report has extensively covered external factors influencing the parent market growth potential in the coming years, which will determine the levels of growth of the call center outsourcing market in Europe during the forecast period.
The report analyzes the market’s competitive landscape and offers information on several market vendors, including:
This statistical study of the call center outsourcing market in Europe encompasses successful business strategies deployed by the key vendors. The call center outsourcing market in Europe is fragmented and the vendors are deploying growth strategies such as M&A to compete in the market.
To make the most of the opportunities and recover from the post-COVID-19 impact, market vendors should focus more on the growth prospects in the fast-growing segments, while maintaining their positions in the slow-growing segments.
The call center outsourcing market in Europe forecast report offers in-depth insights into key vendor profiles. The profiles include information on the production, sustainability, and prospects of the leading companies.
Our report provides extensive information on the value chain analysis for the call center outsourcing market in Europe, which vendors can leverage to gain a competitive advantage during the forecast period. The end-to-end understanding of the value chain is essential in profit margin optimization and evaluation of business strategies. The data available in our value chain analysis segment can help vendors drive costs and enhance customer services during the forecast period.
For more insights on the market share of various regions Request PDF Sample now!
36% of the market’s growth will originate from UK during the forecast period. However, the market growth in this region will be slower than the growth of the market in the Netherlands, France, and the Rest of Europe regions.
Client organizations consider various indicators, such as political, economic, and social risks, when considering an offshore location for call center outsourcing services. In addition, factors such as the availability of efficient call center agents, multilingual services, and lower cost of customer services have compelled a large number of organizations to outsource their contact center processes and BPO services to third-party service providers in the UK. This will facilitate the call center outsourcing market growth in the UK over the forecast period. This market research report entails detailed information on the competitive intelligence, marketing gaps, and regional opportunities in store for vendors, which will assist in creating efficient business plans.
COVID Impact and Recovery Analysis
The COVID-19 outbreak provided high growth opportunities for vendors in H1 2020. Moreover, the easing of lockdown restrictions and large-scale vaccination drives in the UK, coupled with increased funding toward the development of IT infrastructure in 2021, led to the gradual growth of the call center outsourcing market in the UK during the forecast period.
To gain further insights on the market contribution of various segments Request a PDF Sample
The call center outsourcing market share growth in Europe by the IT and telecom segment will be significant during the forecast period. The growth of this segment can be attributed to the fast growth in data traffic, increased penetration of smartphones, and the rising number of customers for telecom companies.
This report provides an accurate prediction of the contribution of all the segments to the growth of the call center outsourcing market size in Europe and actionable market insights on the post-COVID-19 impact on each segment.
Call Center Outsourcing market - The market share is expected to increase by USD 21.72 billion from 2021 to 2026, and the market’s growth momentum will accelerate at a CAGR of 3.96%.
Call Center Software market - The market share should rise by USD 11.67 billion from 2021 to 2025 at a CAGR of 16.35%.
|
Call Center Outsourcing Market Scope in Europe |
|
|
Report Coverage |
Details |
|
Page number |
120 |
|
Base year |
2021 |
|
Forecast period |
2022-2026 |
|
Growth momentum & CAGR |
Accelerate at a CAGR of 3.53% |
|
Market growth 2022-2026 |
$ 3.73 billion |
|
Market structure |
Fragmented |
|
YoY growth (%) |
2.91 |
|
Regional analysis |
Europe |
|
Competitive landscape |
Leading companies, Competitive strategies, Consumer engagement scope |
|
Key companies profiled |
Alorica Inc., Atento SA, Bertelsmann SE and Co. KGaA, SCIENCE Technologies, Computer Generated Solutions Inc., Concentrix Corp., Conduent Inc., CustomerServ Ltd., DATAMARK Inc., Helpware Inc., LimiTless Technology Consultants LLC, Sitel Group, StarTek Inc., Sutherland Global Services Inc., TD SYNNEX Corp., Teleperformance SE, TELUS Corp., Transcom Holding AB, TTEC Holdings Inc., and Webhelp |
|
Market dynamics |
Parent market analysis, Market growth inducers and obstacles, Fast-growing and slow-growing segment analysis, COVID-19 impact and recovery analysis 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. |
We can help! Our analysts can customize this report to meet your requirements. Get in touch
1 Executive Summary
2 Market Landscape
3 Market Sizing
4 Five Forces Analysis
5 Market Segmentation by End-user
6 Customer Landscape
7 Geographic Landscape
8 Drivers, Challenges, and Trends
9 Vendor Landscape
10 Vendor Analysis
11 Appendix
Research Framework
Technavio presents a detailed picture of the market by way of study, synthesis, and summation of data from multiple sources. The analysts have presented the various facets of the market with a particular focus on identifying the key industry influencers. The data thus presented is comprehensive, reliable, and the result of extensive research, both primary and secondary.
INFORMATION SOURCES
Primary sources
Secondary sources
DATA ANALYSIS
Data Synthesis
Data Validation
REPORT WRITING
Qualitative
Quantitative
Certified ISO 9001 : 2015
We are ISO 9001:2015 recognized that ensures quality services and product delivery to our clients.
We are GDPR and CCPA compliant! Your transaction & personal information is protected from unauthorized use.
Get lifetime access to our
Technavio Insights
Customized Report as per your Business Needs
Let us help you make report more suited to your requirements.
Get the report (PDF) sent to your email within minutes.
