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封面
市场调查报告书
商品编码
1186523

客服中心外包的全球市场:现状分析·预测(2022年～2028年)

Call Center Outsourcing Market: Current Analysis and Forecast (2022-2028)
出版日期: | 出版商: UnivDatos Market Insights Pvt Ltd | 英文 154 Pages | 商品交期: 最快1-2个工作天内

价格
简介目录

全球客服中心外包的市场规模在预测期间内预计将以年复合成长率约5％的速度成长。

越来越多的企业对提高业务敏捷性、驾驭不断变化的业务动态以及提高效率的战略的兴趣是推动呼叫中心外包市场增长的因素。

本报告提供全球客服中心外包市场相关调查，提供市场收益，类型·企业规模·终端用户·各地区的市场洞察，企业简介等相关资讯。

目录

第1章 市场简介

第2章 调查手法·前提条件

  • 客服中心外包市场调查流程
  • 客服中心外包市场调查手法
  • 受访者简介

第3章 市场摘要

第4章 摘要整理

第5章 客服中心外包市场上COVID-19影响

第6章 客服中心外包市场收益(10亿美元)，2020年～2028年(预测)

第7章 市场洞察:各类型

  • 入境(进线)
  • 出境(外拨)

第8章 市场洞察:不同企业规模

  • 中小企业
  • 大企业

第9章 市场洞察:各终端用户

  • IT
  • BFSI
  • 医疗
  • 零售
  • 政府
  • 其他

第10章 市场洞察:各地区

  • 北美
    • 美国
    • 加拿大
    • 其他的北美
  • 欧洲
    • 德国
    • 英国
    • 法国
    • 义大利
    • 西班牙
    • 其他的欧洲
  • 亚太地区
    • 中国
    • 日本
    • 印度
    • 其他的亚太地区
  • 其他地区

第11章 客服中心外包市场:市场动态

  • 推动市场要素
  • 市场课题
  • 影响分析

第12章 客服中心外包市场:机会

第13章 客服中心外包市场:趋势

第14章 需求与供给面分析

  • 需求面分析
  • 供给面分析

第15章 价值链分析

第16章 竞争模式

  • 竞争情形
    • 波特的五力分析

第17章 企业简介

  • Accenture Plc
  • Teleperformance SE
  • Atento SA
  • Concentrix Corporation
  • Sitel Group
  • Capgemini SE
  • Sutherland Global Services, Inc.
  • TTEC Holdings, Inc.
  • HCL Technologies
  • Cognizant Technology Solutions

第18章 免责声明

简介目录
Product Code: UMME211329

The global Call Center Outsourcing Market is expected to grow at a significant rate of around 5% during the forecast period. Call center outsourcing is the process of outsourcing tele-calling-related activities of an organization to a specialized external third-party vendor. Advancements in Information Technology in the past two decades have led to the tremendous growth of this industry as they allowed organizations to engage the services of third-party vendors based at remote locations at lesser costs to fulfill their business call center needs. Additionally, the growth of call center outsourcing can be attributed to the growing need for expertise in organizational operations. Call center outsourcing provides organizations to get access to expert voice agents. Furthermore, call center services help organizations to save considerable time, money, and resources for business, enabling businesses to focus on core activities such as service & product development, sales strategies, and content strategies. Moreover, the rising focus of enterprises on boosting business agility, surviving the continuously changing business dynamics, and strategies to improve efficiency are the factors that fuel the growth of the call center outsourcing market.

Accenture Plc, Teleperformance SE, Atento SA, Concentrix Corporation, Sitel Group, Capgemini SE, Cognizant Technology Solutions Corporation, Sutherland Global Services, Inc, TTEC Holdings, Inc, and HCL Technologies are some of the key players in the market. Several M&As along with partnerships have been undertaken by these players to facilitate customers with hi-tech and innovative products/technologies.

Insights Presented in the Report:

"Amongst type, the in-bound category to witness higher CAGR during the forecast period"

Based on type, the market is segmented into inbound and outbound. The inbound segment is expected to significantly during the forecast period. The growing adoption of the inbound call segment can be attributed to the growing trend amongst companies to provide top-of-the-competition customer service. Furthermore, inbound call centers help organizations create a positive image for their brand.

"Amongst end-user, the IT segment is expected to hold a significant share in the market in 2020"

Based on end-user, the market is segmented into IT, BFSI, retail, government, and others. The IT segment is expected to grow significantly during the forecast period. This is mainly due to the growing complexities in the IT sector, the users are in constant need of training. Furthermore, customer service through call centers also helps IT companies provide better value to their users.

"Asia Pacific to hold a significant share in the market"

In 2020, Asia-Pacific held a significant share of the global call center outsourcing market. This is mainly due to various factors such as the availability of labor and increased government investment in the BPO industry. Furthermore, the growth in the region can be attributed to the presence of key players such as Genpact, Infosys BPO, Tata Consultancy Services BPO, WNS Global Services, EXL Service, and Wipro BPO in the region. Moreover, the flourishing startup culture and growing investments by organizations to provide better customer satisfaction are expected to drive the market in the region.

Reasons to buy this report:

The study includes market sizing and forecasting Analytics validated by authenticated key industry experts.

The report presents a quick review of overall industry performance at one glance.

The report covers in-depth Analytics of prominent industry peers with a primary focus on key business financials, product portfolio, expansion strategies, and recent developments.

Detailed examination of drivers, restraints, key trends, and opportunities prevailing in the industry.

The study comprehensively covers the market across different segments.

Deep dive regional level Analytics of the industry.

Customization Options:

The global call center outsourcing market can further be customized as per the requirement or any other market segment. Besides this, UMI understands that you may have your own business needs, hence feel free to connect with us to get a report that completely suits your requirements.

TABLE OF CONTENTS

1 MARKET INTRODUCTION

  • 1.1. Market Definitions
  • 1.2. Main Objective
  • 1.3. Stakeholders
  • 1.4. Limitation

2 RESEARCH METHODOLOGY OR ASSUMPTION

  • 2.1. Research Process of the Call Center Outsourcing Market
  • 2.2. Research Methodology of the Call Center Outsourcing Market
  • 2.3. Respondent Profile

3 MARKET SYNOPSIS

4 EXECUTIVE SUMMARY

5 IMPACT OF COVID-19 ON THE CALL CENTER OUTSOURCING MARKET

6 CALL CENTER OUTSOURCING MARKET REVENUE (USD BN), 2020-2028F

7 MARKET INSIGHTS BY TYPE

  • 7.1. In-bound
  • 7.2. Outbound

8 MARKET INSIGHTS BY ENTERPRISE SIZE

  • 8.1. Small and Medium Enterprises
  • 8.2. Large Enterprises

9 MARKET INSIGHTS BY END-USER

  • 9.1. IT
  • 9.2. BFSI
  • 9.3. Healthcare
  • 9.4. Retail
  • 9.5. Government
  • 9.6. Others

10 MARKET INSIGHTS BY REGION

  • 10.1. North America
    • 10.1.1. U.S.
    • 10.1.2. Canada
    • 10.1.3. Rest of North America
  • 10.2. Europe
    • 10.2.1. Germany
    • 10.2.2. The United Kingdom
    • 10.2.3. France
    • 10.2.4. Italy
    • 10.2.5. Spain
    • 10.2.6. Rest of Europe
  • 10.3. Asia-Pacific
    • 10.3.1. China
    • 10.3.2. Japan
    • 10.3.3. India
    • 10.3.4. Rest of Asia-Pacific
  • 10.4. Rest of World

11 CALL CENTER OUTSOURCING MARKET DYNAMICS

  • 11.1. Market Drivers
  • 11.2. Market Challenges
  • 11.3. Impact Analysis

12 CALL CENTER OUTSOURCING MARKET OPPORTUNITIES

13 CALL CENTER OUTSOURCING MARKET TRENDS

14 DEMAND AND SUPPLY-SIDE ANALYSIS

  • 14.1. Demand Side Analysis
  • 14.2. Supply Side Analysis

15 VALUE CHAIN ANALYSIS

16 COMPETITIVE SCENARIO

  • 16.1. Competitive Landscape
    • 16.1.1. Porters Fiver Forces Analysis

17 COMPANY PROFILED

  • 17.1. Accenture Plc
  • 17.2. Teleperformance SE
  • 17.3. Atento SA
  • 17.4. Concentrix Corporation
  • 17.5. Sitel Group
  • 17.6. Capgemini SE
  • 17.7. Sutherland Global Services, Inc.
  • 17.8. TTEC Holdings, Inc.
  • 17.9. HCL Technologies
  • 17.10. Cognizant Technology Solutions

18 DISCLAIMER