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Call Center Outsourcing Market in Europe by End-user and Geography - Forecast and Analysis 2022-2025

  • Published: Aug 2022
  • Pages: 135
  • SKU: IRTNTR45296
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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.

What will the Call Center Outsourcing Market Size in Europe be During the Forecast Period?

Call Center Outsourcing Market in Europe Size

Download Report Sample to Unlock the Call Center Outsourcing Market Size in Europe for the Forecast Period and Other Important Statistics

 

Call Center Outsourcing Market in Europe: Key Drivers, Trends, and Challenges

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 services 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.

Parent Market Analysis

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.

Who are the Major Call Center Outsourcing Market Vendors in Europe?

The report analyzes the market’s competitive landscape and offers information on several market vendors, including:

 

  • Alorica Inc.
  • Atento SA
  • Bertelsmann SE and Co. KGaA
  • CIENCE 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.
  • Webhelp

 

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.

Product Insights and News

  • bertelsmann.com - The company offers ETF services for bonds, stocks, and cash.
  • bertelsmann.com - The company offers financial services such as tax-smart investing, socially responsible investing, and cash reserves.

To make the most of the opportunities and recover from 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.

Call Center Outsourcing Market in Europe Value Chain Analysis

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.

Which are the Key Regions for Call Center Outsourcing Market in Europe?

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The UK is the key market for call center outsourcing in Europe. 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.

What are the Revenue-generating End-user Segments in the Call Center Outsourcing Market in Europe?

Call Center Outsourcing Market in Europe Share

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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 post COVID-19 impact on each segment.

 

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.

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What are the Key Data Covered in this Call Center Outsourcing Market in Europe In Regional Report?

  • CAGR of the market during the forecast period 2022-2026
  • Detailed information on factors that will drive the call center outsourcing market growth in Europe during the next five years
  • Precise estimation of the call center outsourcing market size in Europe and its contribution to the parent market
  • Accurate predictions on upcoming trends and changes in consumer behavior
  • The growth of the call center outsourcing market industry in Europe across the UK, Germany, France, The Netherlands, and the Rest of Europe
  • A thorough analysis of the market’s competitive landscape and detailed information on vendors
  • Comprehensive details of factors that will challenge the growth of the call center outsourcing market vendors in Europe

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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 Country 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 Europe - Market size and forecast 2021-2026 ($ million)
      • Exhibit 14: Data Table on Regional - Market size and forecast 2021-2026 ($ million)
      • Exhibit 15: Chart on Europe: Year-over-year growth 2021-2026 (%)
      • Exhibit 16: Data Table on Regional - Market size and forecast 2021-2026 ($ million)

    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 UK - Market size and forecast 2021-2026
      • Exhibit 54: Chart on UK - Market size and forecast 2021-2026 ($ million)
      • Exhibit 55: Data Table on UK - Market size and forecast 2021-2026 ($ million)
      • Exhibit 56: Chart on UK - Year-over-year growth 2021-2026 (%)
      • Exhibit 57: Data Table on UK - Year-over-year growth 2021-2026 (%)
    • 7.4 Germany - Market size and forecast 2021-2026
      • Exhibit 58: Chart on Germany - Market size and forecast 2021-2026 ($ million)
      • Exhibit 59: Data Table on Germany - Market size and forecast 2021-2026 ($ million)
      • Exhibit 60: Chart on Germany - Year-over-year growth 2021-2026 (%)
      • Exhibit 61: Data Table on Germany - Year-over-year growth 2021-2026 (%)
    • 7.5 France - Market size and forecast 2021-2026
      • Exhibit 62: Chart on France - Market size and forecast 2021-2026 ($ million)
      • Exhibit 63: Data Table on France - Market size and forecast 2021-2026 ($ million)
      • Exhibit 64: Chart on France - Year-over-year growth 2021-2026 (%)
      • Exhibit 65: Data Table on France - Year-over-year growth 2021-2026 (%)
    • 7.6 The Netherlands - Market size and forecast 2021-2026
      • Exhibit 66: Chart on The Netherlands - Market size and forecast 2021-2026 ($ million)
      • Exhibit 67: Data Table on The Netherlands - Market size and forecast 2021-2026 ($ million)
      • Exhibit 68: Chart on The Netherlands - Year-over-year growth 2021-2026 (%)
      • Exhibit 69: Data Table on The Netherlands - Year-over-year growth 2021-2026 (%)
    • 7.7 Rest of Europe - Market size and forecast 2021-2026
      • Exhibit 70: Chart on Rest of Europe - Market size and forecast 2021-2026 ($ million)
      • Exhibit 71: Data Table on Rest of Europe - Market size and forecast 2021-2026 ($ million)
      • Exhibit 72: Chart on Rest of Europe - Year-over-year growth 2021-2026 (%)
      • Exhibit 73: Data Table on Rest of Europe - Year-over-year growth 2021-2026 (%)
    • 7.8 Market opportunity by geography
      • Exhibit 74: 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 75: Impact of drivers and challenges in 2021 and 2026
        • 8.4 Market trends

          9 Vendor Landscape

          • 9.1 Overview
            • 9.2 Vendor landscape
              • Exhibit 76: Overview on Criticality of inputs and Factors of differentiation
            • 9.3 Landscape disruption
              • Exhibit 77: Overview on factors of disruption
            • 9.4 Industry risks
              • Exhibit 78: Impact of key risks on business

            10 Vendor Analysis

            • 10.1 Vendors covered
              • Exhibit 79: Vendors covered
            • 10.2 Market positioning of vendors
              • Exhibit 80: Matrix on vendor position and classification
            • 10.3 Alorica Inc.
              • Exhibit 81: Alorica Inc. - Overview
              • Exhibit 82: Alorica Inc. - Product / Service
              • Exhibit 83: Alorica Inc. - Key offerings
            • 10.4 Atento SA
              • Exhibit 84: Atento SA - Overview
              • Exhibit 85: Atento SA - Business segments
              • Exhibit 86: Atento SA - Key offerings
              • Exhibit 87: Atento SA - Segment focus
            • 10.5 Bertelsmann SE and Co. KGaA
              • Exhibit 88: Bertelsmann SE and Co. KGaA - Overview
              • Exhibit 89: Bertelsmann SE and Co. KGaA - Business segments
              • Exhibit 90: Bertelsmann SE and Co. KGaA - Key news
              • Exhibit 91: Bertelsmann SE and Co. KGaA - Key offerings
              • Exhibit 92: Bertelsmann SE and Co. KGaA - Segment focus
            • 10.6 Computer Generated Solutions Inc.
              • Exhibit 93: Computer Generated Solutions Inc. - Overview
              • Exhibit 94: Computer Generated Solutions Inc. - Product / Service
              • Exhibit 95: Computer Generated Solutions Inc. - Key offerings
            • 10.7 Concentrix Corp.
              • Exhibit 96: Concentrix Corp. - Overview
              • Exhibit 97: Concentrix Corp. - Product / Service
              • Exhibit 98: Concentrix Corp. - Key offerings
            • 10.8 Conduent Inc.
              • Exhibit 99: Conduent Inc. - Overview
              • Exhibit 100: Conduent Inc. - Business segments
              • Exhibit 101: Conduent Inc. - Key news
              • Exhibit 102: Conduent Inc. - Key offerings
              • Exhibit 103: Conduent Inc. - Segment focus
            • 10.9 DATAMARK Inc.
              • Exhibit 104: DATAMARK Inc. - Overview
              • Exhibit 105: DATAMARK Inc. - Product / Service
              • Exhibit 106: DATAMARK Inc. - Key offerings
            • 10.10 Sitel Group
              • Exhibit 107: Sitel Group - Overview
              • Exhibit 108: Sitel Group - Product / Service
              • Exhibit 109: Sitel Group - Key offerings
            • 10.11 StarTek Inc.
              • Exhibit 110: StarTek Inc. - Overview
              • Exhibit 111: StarTek Inc. - Business segments
              • Exhibit 112: StarTek Inc. - Key offerings
              • Exhibit 113: StarTek Inc. - Segment focus
            • 10.12 Sutherland Global Services Inc.
              • Exhibit 114: Sutherland Global Services Inc. - Overview
              • Exhibit 115: Sutherland Global Services Inc. - Product / Service
              • Exhibit 116: Sutherland Global Services Inc. - Key offerings

            11 Appendix

            • 11.1 Scope of the report
              • 11.2 Inclusions and exclusions checklist
                • Exhibit 117: Inclusions checklist
                • Exhibit 118: Exclusions checklist
              • 11.3 Currency conversion rates for US$
                • Exhibit 119: Currency conversion rates for US$
              • 11.4 Research methodology
                • Exhibit 120: Research methodology
                • Exhibit 121: Validation techniques employed for market sizing
                • Exhibit 122: Information sources
              • 11.5 List of abbreviations
                • Exhibit 123: List of abbreviations

              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.

              TechnavioINFORMATION SOURCES

              Primary sources

              • Manufacturers and suppliers
              • Channel partners
              • Industry experts
              • Strategic decision makers

              Secondary sources

              • Industry journals and periodicals
              • Government data
              • Financial reports of key industry players
              • Historical data
              • Press releases
              Technavio

              TechnavioDATA ANALYSIS

              Data Synthesis

              • Collation of data
              • Estimation of key figures
              • Analysis of derived insights

              Data Validation

              • Triangulation with data models
              • Reference against proprietary databases
              • Corroboration with industry experts
              Technavio

              TechnavioREPORT WRITING

              Qualitative

              • Market drivers
              • Market challenges
              • Market trends
              • Five forces analysis

              Quantitative

              • Market size and forecast
              • Market segmentation
              • Geographical insights
              • Competitive landscape
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              Call Center Outsourcing market growth will increase by $3730.99 million during 2022-2026.
              The call center outsourcing market is expected to grow at a CAGR of 3.53% during 2022-2026.
              Technavio has segmented the call center outsourcing market by end-user (IT and telecom, BFSI, Healthcare, Retail, and Others) and geographic (Europe, Germany, France, The Netherlands, Rest of Europe, UK, Germany, France, The Netherlands, and Rest of Europe).
              Alorica Inc., Atento SA, Bertelsmann SE and Co. KGaA, CIENCE 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., Webhelp are a few of the key vendors in the call center outsourcing market.
              Europe will register the highest growth rate of 100% among the other regions. Therefore, the call center outsourcing market in Europe is expected to garner significant business opportunities for the vendors during the forecast period.
              • UK
              • Germany
              • France
              • The Netherlands
              • Rest of Europe
              The key factors driving the call center outsourcing market growth are:
              • Increase in call center outsourcing by IT and telecom service providers
              • Emergence of voice bots
              The call center outsourcing market vendors should focus on grabbing business opportunities from the it and telecom segment as it accounted for the largest market share in the base year.
              • What are the key global market and the regional market share?
              • What are the revenue-generating key market segments?
              • What are the key factors driving and challenging this market’s growth?
              • Who are the key market vendors and their growth strategies?
              • What are the latest trends influencing the growth of this market?
              • What are the variables influencing the market growth in the primary regions?
              • What are the factors influencing the growth of the parent market?
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