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Call Center Outsourcing Market by End-user and Geography - Forecast and Analysis 2021-2025

  • Published: May 2021
  • Pages: 145
  • SKU: IRTNTR44456
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The call center outsourcing market share is expected to increase by USD 14.05 billion from 2020 to 2025, and the market’s growth momentum will accelerate at a CAGR of 3.34%.

This call center outsourcing market 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 call center outsourcing market segmentations by end-user (IT and telecom, BFSI, healthcare, retail, and others) and geography (North America, Europe, APAC, South America, and MEA). The call center outsourcing market report also offers information on several market vendors, including Atento SA, Bertelsmann SE and Co. KGaA, Hinduja Global Solutions Ltd., Sitel Group, StarTek Inc., Sykes Enterprises Inc., SYNNEX Corp., Tata Consultancy Services Ltd., Teleperformance SE, and Transcom Holding AB among others.

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

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

 

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

The increasing use of RPA in call centers is notably driving the call center outsourcing market growth, although factors such as low employee engagement and shut down of call centers may impede 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 market industry. The holistic analysis of the drivers will help in deducing end goals and refining marketing strategies to gain a competitive edge.

Key Call Center Outsourcing Market Driver

One of the key factors driving the call center outsourcing market is the increasing use of RPA in call centers. RPA is an application software with AI and ML capabilities, which is used to automate and execute repetitive manual tasks across business applications and systems. RPA software interacts with in-house applications, websites, and user portals to reduce additional user interface, capture data, and offer solutions for repetitive tasks. The deployment of RPA in call centers reduces the time required to identify a customer in the system and view required customer details on one screen. The automation of customer data extraction reduces customer wait time, as an agent can access customer details instantly. RPA helps in reducing customer wait times and average call duration and improving first call resolution rate. These factors significantly help in improving customer service. Access to payment records and customer data by a call center agent in a few seconds with a single click is an example application of RPA in the BFSI sector. Thus, the implementation of RPA tools in a call center organization can enhance its services by helping organizations in optimizing their resources effectively and offering enhanced communication to their customers by reducing call duration.

Key Call Center Outsourcing Market Trend

Another key factor driving the call center outsourcing market growth is the increase in M&A and strategic alliances among vendors. Competition between the existing vendors operating in the global call center outsourcing market is intense. Vendors are opting for strategic partnerships and acquisitions with various market players, including customer support and call center service providers, technology services providers, and platform providers. Strategic partnerships and acquisitions help vendors in geographical expansion and gain access to technological expertise. Acquisitions enable vendors to explore potential markets for their services and generate revenues through the sales of their services to a wider customer base across different regions. For instance, in December 2019, TELUS International, a subsidiary of TELUS Corp. (TELUS), announced plans to acquire Competence Call Center (CCC), a leading provider of higher-value-added business services, with a focus on customer relationship management and content moderation. The merger would provide digitally-enabled, high-touch customer experiences that are in growing demand by consumers. Thus, the rising number of strategic partnerships, acquisitions, and collaborations between vendors and market participants is expected to have a positive impact on the growth of the market during the forecast period.

Key Call Center Outsourcing Market Challenge

Low employee engagement and shut down of call centers is one of the key challenges hindering the call center outsourcing market growth. Call center jobs are considered monotonous and stressful, as call center agents are required to handle high volumes of customer calls while adhering to rigid scripts. Agents who work in call centers face various difficulties, such as managing customers that use abusive language. When agents handle many such customers, they lose motivation for their job. As a result, the management of the call center continuously fails to keep its employees engaged. Many call centers have different job timings. Employees who work at night can be affected by serious health problems such as stress, restless legs syndrome (RLS), insomnia, and hypertension. These health implications can make them quit their job. This is the major reason for the attrition of employees in this industry; the average attrition rate in this industry is estimated to be more than 10%. Owing to the increasing attrition rate, call centers have to hire more agents to ensure a smooth workflow. Call centers, therefore, bear the cost of recruiting, training, and developing new staff, which is hindering the growth of the global call center outsourcing market.

This call center outsourcing market 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 2021-2025.

Parent Market Analysis

Technavio categorizes the global call center outsourcing market as a part of the global data processing and outsourced 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 during the forecast period.

Who are the Major Call Center Outsourcing Market Vendors?

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

 

  • Atento SA
  • Bertelsmann SE and Co. KGaA
  • Hinduja Global Solutions Ltd.
  • Sitel Group
  • StarTek Inc.
  • Sykes Enterprises Inc.
  • SYNNEX Corp.
  • Tata Consultancy Services Ltd.
  • Teleperformance SE
  • Transcom Holding AB

 

This statistical study of the call center outsourcing market encompasses successful business strategies deployed by the key vendors. The call center outsourcing market is concentrated and the vendors are deploying growth strategies such as organic and inorganic strategies to compete in the market.

Product Insights and News

  • Atento SA- The company offers call center outsourcing under the high value voice service line.

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 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 Value Chain Analysis

Our report provides extensive information on the value chain analysis for the call center outsourcing market, 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.

The report has further elucidated on other innovative approaches being followed by service providers to ensure a sustainable market presence.

 

Which are the Key Regions for Call Center Outsourcing Market?

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35% of the market’s growth will originate from APAC during the forecast period. Australia and India are the key markets for call center outsourcing in APAC. Market growth in this region will be faster than the growth of the market in other regions.

The call center outsourcing market in this region is expected to grow at a moderate growth rate during the forecast period, as this market is mature compared with other regional markets. Call center organizations in the region are offshoring their call center operations to low-wage countries such as India and the Philippines. 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 market witnessed several challenges due to the outbreak of the COVID-19 pandemic in 2020. The pandemic forced several companies to halt their operations to contain the spread of COVID-19. This has compelled the organizations to adopt the work-from-home model, which has increased the risk of cyberattacks as employees often access company networks using Wi-Fi from different locations. However, the market in the region has witnessed a rise in the adoption of advanced technologies such as cloud-based call center solutions, voice recognition software, chatbots, and AI. Therefore, various organizations have started adopting call center analytics, including multichannel customer interaction analytics, speech analytics, and call center performance analytics applications. This has helped the market to sustain market growth amid the COVID-19 pandemic. Furthermore, the lifting of nationwide lockdowns in the region is estimated to enhance the market growth during the forecast period.

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

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The call center outsourcing market share growth by the IT and telecom will be significant during the forecast period. The growth of this segment can be attributed to the increasing technological advances, considerable growth in data traffic, and increasing demand from consumers for digital communication and content. 

This report provides an accurate prediction of the contribution of all the segments to the growth of the call center outsourcing market size and actionable market insights on post COVID-19 impact on each segment.

 

Call Center Outsourcing Market Scope

Report Coverage

Details

Page number

120

Base year

2020

Forecast period

2021-2025

Growth momentum & CAGR

Accelerate at a CAGR of 3.34%

Market growth 2021-2025

USD 14.05 billion

Market structure

Concentrated

YoY growth (%)

3.12

Regional analysis

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

Performing market contribution

APAC at 35%

Key consumer countries

US, UK, Australia, Germany, and India

Competitive landscape

Leading companies, Competitive strategies, Consumer engagement scope

Key companies profiled

Atento SA, Bertelsmann SE and Co. KGaA, Hinduja Global Solutions Ltd., Sitel Group, StarTek Inc., Sykes Enterprises Inc., SYNNEX Corp., Tata Consultancy Services Ltd., 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 recovery analysis and future consumer dynamics, Market condition analysis for 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 Report?

  • CAGR of the market during the forecast period 2021-2025
  • Detailed information on factors that will drive call center outsourcing market growth during the next five years
  • Precise estimation of the call center outsourcing market size 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 across North America, Europe, APAC, South America, and MEA
  • A thorough analysis of the market’s competitive landscape and detailed information on vendors
  • Comprehensive details of factors that will challenge the growth of call center outsourcing market vendors

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1 Executive Summary

2 Market Landscape

  • 2.1 Market ecosystem
    • Exhibit 01: Parent market
    • Exhibit 02: Market characteristics
  • 2.2 Value chain analysis
    • Exhibit 03: Value chain analysis: Data processing and outsourced services

3 Market Sizing

  • 3.1 Market definition
    • Exhibit 04: Offerings of vendors included in the market definition
  • 3.2 Market segment analysis
    • Exhibit 05: Market segments
  • 3.3 Market size 2020
    • 3.4 Market outlook: Forecast for 2020 - 2025
      • Exhibit 06: Global - Market size and forecast 2020 - 2025 ($ million)
      • Exhibit 07: Global market: Year-over-year growth 2020 - 2025 (%)

    4 Five Forces Analysis

    • 4.1 Five forces summary
      • Exhibit 08: Five forces analysis 2020 & 2025
    • 4.2 Bargaining power of buyers
      • Exhibit 09: Bargaining power of buyers
    • 4.3 Bargaining power of suppliers
      • Exhibit 10: Bargaining power of suppliers
    • 4.4 Threat of new entrants
      • Exhibit 11: Threat of new entrants
    • 4.5 Threat of substitutes
      • Exhibit 12: Threat of substitutes
    • 4.6 Threat of rivalry
      • Exhibit 13: Threat of rivalry
    • 4.7 Market condition
      • Exhibit 14: Market condition - Five forces 2020

    5 Market Segmentation by End-user

    • 5.1 Market segments
      • 5.2 Comparison by End-user
        • 5.3 IT and telecom - Market size and forecast 2020-2025
          • Exhibit 17: IT and telecom - Market size and forecast 2020-2025 ($ million)
          • Exhibit 18: IT and telecom - Year-over-year growth 2020-2025 (%)
        • 5.4 BFSI - Market size and forecast 2020-2025
          • Exhibit 19: BFSI - Market size and forecast 2020-2025 ($ million)
          • Exhibit 20: BFSI - Year-over-year growth 2020-2025 (%)
        • 5.5 Healthcare - Market size and forecast 2020-2025
          • Exhibit 21: Healthcare - Market size and forecast 2020-2025 ($ million)
          • Exhibit 22: Healthcare - Year-over-year growth 2020-2025 (%)
        • 5.6 Retail - Market size and forecast 2020-2025
          • Exhibit 23: Retail - Market size and forecast 2020-2025 ($ million)
          • Exhibit 24: Retail - Year-over-year growth 2020-2025 (%)
        • 5.7 Others - Market size and forecast 2020-2025
          • Exhibit 25: Others - Market size and forecast 2020-2025 ($ million)
          • Exhibit 26: Others - Year-over-year growth 2020-2025 (%)
        • 5.8 Market opportunity by End-user
          • Exhibit 27: Market opportunity by End-user

        6 Customer landscape

        7 Geographic Landscape

        • 7.1 Geographic segmentation
          • Exhibit 29: Market share by geography 2020-2025 (%)
        • 7.2 Geographic comparison
          • Exhibit 30: Geographic comparison
        • 7.3 North America - Market size and forecast 2020-2025
          • Exhibit 31: North America - Market size and forecast 2020-2025 ($ million)
          • Exhibit 32: North America - Year-over-year growth 2020-2025 (%)
        • 7.4 Europe - Market size and forecast 2020-2025
          • Exhibit 33: Europe - Market size and forecast 2020-2025 ($ million)
          • Exhibit 34: Europe - Year-over-year growth 2020-2025 (%)
        • 7.5 APAC - Market size and forecast 2020-2025
          • Exhibit 35: APAC - Market size and forecast 2020-2025 ($ million)
          • Exhibit 36: APAC - Year-over-year growth 2020-2025 (%)
        • 7.6 South America - Market size and forecast 2020-2025
          • Exhibit 37: South America - Market size and forecast 2020-2025 ($ million)
          • Exhibit 38: South America - Year-over-year growth 2020-2025 (%)
        • 7.7 MEA - Market size and forecast 2020-2025
          • Exhibit 39: MEA - Market size and forecast 2020-2025 ($ million)
          • Exhibit 40: MEA - Year-over-year growth 2020-2025 (%)
        • 7.8 Key leading countries
          • Exhibit 41: Key leading countries
        • 7.9 Market opportunity by geography
          • Exhibit 42: Market opportunity by geography

        8 Drivers, Challenges, and Trends

        • 8.1 Market drivers
          • 8.2 Market challenges
            • 8.3 Market trends

              9 Vendor Landscape

              • 9.1 Overview
                • 9.2 Vendor landscape
                  • Exhibit 44: Vendor landscape
                • 9.3 Landscape disruption
                  • Exhibit 45: Landscape disruption
                  • Exhibit 46: Industry risks

                10 Vendor Analysis

                • 10.1 Vendors covered
                  • Exhibit 47: Vendors covered
                • 10.2 Market positioning of vendors
                  • Exhibit 48: Market positioning of vendors
                • 10.3 Atento SA
                  • Exhibit 49: Atento SA - Overview
                  • Exhibit 50: Atento SA - Business segments
                  • Exhibit 51: Atento SA - Key offerings
                  • Exhibit 52: Atento SA - Segment focus
                • 10.4 Bertelsmann SE and Co. KGaA
                  • Exhibit 53: Bertelsmann SE and Co. KGaA - Overview
                  • Exhibit 54: Bertelsmann SE and Co. KGaA - Business segments
                  • Exhibit 55: Bertelsmann SE and Co. KGaA - Key news
                  • Exhibit 56: Bertelsmann SE and Co. KGaA - Key offerings
                  • Exhibit 57: Bertelsmann SE and Co. KGaA - Segment focus
                • 10.5 Hinduja Global Solutions Ltd.
                  • Exhibit 58: Hinduja Global Solutions Ltd. - Overview
                  • Exhibit 59: Hinduja Global Solutions Ltd. - Business segments
                  • Exhibit 60: Hinduja Global Solutions Ltd. - Key offerings
                  • Exhibit 61: Hinduja Global Solutions Ltd. - Segment focus
                • 10.6 Sitel Group
                  • Exhibit 62: Sitel Group - Overview
                  • Exhibit 63: Sitel Group - Product and service
                  • Exhibit 64: Sitel Group - Key offerings
                • 10.7 StarTek Inc.
                  • Exhibit 65: StarTek Inc. - Overview
                  • Exhibit 66: StarTek Inc. - Business segments
                  • Exhibit 67: StarTek Inc. - Key news
                  • Exhibit 68: StarTek Inc. - Key offerings
                  • Exhibit 69: StarTek Inc. - Segment focus
                • 10.8 Sykes Enterprises Inc.
                  • Exhibit 70: Sykes Enterprises Inc. - Overview
                  • Exhibit 71: Sykes Enterprises Inc. - Business segments
                  • Exhibit 72: Sykes Enterprises Inc. - Key offerings
                  • Exhibit 73: Sykes Enterprises Inc. - Segment focus
                • 10.9 SYNNEX Corp.
                  • Exhibit 74: SYNNEX Corp. - Overview
                  • Exhibit 75: SYNNEX Corp. - Business segments
                  • Exhibit 76: SYNNEX Corp. - Key offerings
                  • Exhibit 77: SYNNEX Corp. - Segment focus
                • 10.10 Tata Consultancy Services Ltd.
                  • Exhibit 78: Tata Consultancy Services Ltd. - Overview
                  • Exhibit 79: Tata Consultancy Services Ltd. - Business segments
                  • Exhibit 80: Tata Consultancy Services Ltd. - Key news
                  • Exhibit 81: Tata Consultancy Services Ltd. - Key offerings
                  • Exhibit 82: Tata Consultancy Services Ltd. - Segment focus
                • 10.11 Teleperformance SE
                  • Exhibit 83: Teleperformance SE - Overview
                  • Exhibit 84: Teleperformance SE - Business segments
                  • Exhibit 85: Teleperformance SE - Key offerings
                  • Exhibit 86: Teleperformance SE - Segment focus
                • 10.12 Transcom Holding AB
                  • Exhibit 87: Transcom Holding AB - Overview
                  • Exhibit 88: Transcom Holding AB - Business segments
                  • Exhibit 89: Transcom Holding AB - Key news
                  • Exhibit 90: Transcom Holding AB - Key offerings
                  • Exhibit 91: Transcom Holding AB - Segment focus

                11 Appendix

                • 11.1 Scope of the report
                  • 11.2 Currency conversion rates for US$
                    • Exhibit 92: Currency conversion rates for US$
                  • 11.3 Research methodology
                    • Exhibit 93: Research Methodology
                    • Exhibit 94: Validation techniques employed for market sizing
                    • Exhibit 95: Information sources
                  • 11.4 List of abbreviations
                    • Exhibit 96: 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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                  The call center outsourcing market market growth will increase by $$ 14.05 bn during 2022-2025.
                  The call center outsourcing market market is expected to grow at a CAGR of 3.34% during 2022-2025.
                  Technavio has segmented the call center outsourcing market market by end user (IT and telecom, BFSI, Healthcare, Retail, and Others) and geographic (North America, Europe, APAC, South America, MEA, North America, Europe, APAC, South America, and MEA).
                  Atento SA, Bertelsmann SE and Co. KGaA, Hinduja Global Solutions Ltd., Sitel Group, StarTek Inc., Sykes Enterprises Inc., SYNNEX Corp., Tata Consultancy Services Ltd., Teleperformance SE, Transcom Holding AB are a few of the key vendors in the call center outsourcing market market.
                  APAC will register the highest growth rate of 35% among the other regions. Therefore, the call center outsourcing market market in APAC is expected to garner significant business opportunities for the vendors during the forecast period.
                  The key factors driving the call center outsourcing market market growth are:
                  • rise of emerging countries as call center destinations
                  • Increase in M&A and strategic alliances among vendors
                  The call center outsourcing market 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.
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