Call Center Outsourcing Market Overview:

Call center outsourcing has been propelled by innovations and advancements in cloud computing. Due to the ease of sharing and retrieving data, cloud technology has opened up opportunities for call center companies. Furthermore, companies that move their data to the cloud remain competitive and up-to-date. In addition to reducing maintenance costs and large space requirements, cloud storage reduces the need for servers and IT departments. Call center service providers can benefit greatly from cloud computing in building industry-specific solutions. Companies that outsource their call centers rely heavily on data. It helps to secure records more efficiently and robustly with cloud-based solutions. Communication and collaboration between the outsourcing party and the remote/virtual team are easy with the cloud platform. As a result, updates and new instructions can be transmitted more quickly. Call center outsourcing has been revolutionized by cloud computing. With cloud computing, call centers can become business processes as a service (BPaaS) instead of call centers. By adopting cloud computing, the call center outsourcing sector has transformed into a planner. For example, Grupo Konectal’s technology-enabled BPO model is scheduled to be rolled out in December 2020. A compressed ecosystem of applications is intended to improve customer experiences in the company’s cloud-based contact center initiatives. Call center outsourcing companies use data to improve customer experiences. As a result, cloud solutions play a crucial role in protecting these data records efficiently and more robustly. Outsourcing parties and virtual teams can work together easily on cloud platforms. They also enable easy transmission of updated information and instructions.

The communications industry is growing at an exponential rate owing to the technological advancements in recent years and with the advent of 5G wireless network technology, this industry is bound to showcase exceptional growth numbers over the next few years. Key players of the smartphone industry have initiated the manufacturing and distribution of 5G -enabled smartphones in developed nations and these devices shall soon be regularized across the world. Furthermore, technologies like artificial intelligence and machine learning have paved the way for the development of autonomous vehicles and with governments across the world taking initiatives in building an infrastructure compatible with these vehicles, it is predicted to grow at a remarkable rate in the upcoming years. Entertainment and recreational industries like gaming are exponentially proliferating with the introduction of augmented reality (AR) and virtual reality (VR) thus improving the overall gaming experience. The gaming industry is gaining huge popularity across the globe owing to the organization of international tournaments with bigger prize pools thus helping technologies like AR and VR reach every single corner of the world.

The assessment of the Call Center Outsourcing Market is performed considering various factors, like for instance, the business expansion policies of key players, competitive analysis of the progress of new entrants and emerging players, the revenue, financial, and opportunity analysis of market players. The Call Center Outsourcing Market is also analyzed based on the regional segmentation, product or technique, end-user spectrum, etc. This research will be conducted with the implementation of the latest market research methodologies which shall help organizations comprehend the overall market scenario and strategize accordingly.

Major players included in the Call Center Outsourcing Market:

• Accenture Plc.

• Atento SA

• Concentrix Corporation

• Capgemini SE

• Cognizant

• Flatworld Solutions Pvt. Ltd.

• Go4Customer

• HCL Technologies

• Hinduja Global Solutions Ltd.

• Infosys Limited

• Tata Consultancy Services

• Tech Mahindra

• Teleperformance SE

• Sitel Group

• StarTek Inc.

• WNS Global Services

(Note: The list of the major players will be updated with the latest market scenario and trends)

Call Center Outsourcing Market Segmentation:

By Type

• Inbound Service

• Outbound Service

By Service Type

• Chat Support

• Voice Support

• Video Support

• Social Media Support

• Others

By Enterprise Size

• Small & Medium Sized Enterprises

• Large Enterprises

By End-user

• BFSI

• Retail & E-commerce

• Government

• IT & Telecom

• Healthcare

• Manufacturing

• Hospitality

• Others

By Region

• North America

• Europe

• Asia-Pacific

• Latin America

• Middle East and Africa

Call Center Outsourcing Market Competitive Analysis:

• Tier-1 Players

• Tier-2 Players

• Emerging Players

• New Entrants

Future Market Analytics Focus Points:

• SWOT Analysis

• Key Market Trends

• Key Data -Points Affecting Market Growth

• Revenue and Forecast Analysis

• Growth Opportunities For New Entrants and Emerging Players

• Key Player and Market Growth Matrix 

Objectives of the Study:

• To provide a comprehensive analysis on the Call Center Outsourcing Market By Type, By Service Type, By Enterprise Size, By End-user and By Region

• To cater extensive insights on factors influencing the market growth (drivers, restraints, industry-specific restraints, business expansion opportunities)

• To anticipate and analyse the market size expansion in key regions- North America, Europe, Asia Pacific, Latin America and Middle East and Africa

• To record and evaluate competitive landscape mapping- strategic alliances and mergers, technological advancements and product launches, revenue and financial analysis of key market players

In case of any requirements or changes to the current table of content please contact us at:
enquiry@futuremarketanalytics.com

Description

1. Market Introduction

    1.1. Objectives of the Study 

    1.2. Market Definition 

    1.3. Market Scope 

         1.3.1. Years Considered for the Study

         1.3.2. Market Covered

    1.4. Currency

    1.5. Limitations 

    1.6. Stakeholders 

2. Research Methodology 

    2.1. Research Data 

         2.1.1. Secondary Data

                2.1.1.1. Key Data from Secondary Sources

         2.1.2. Primary Data

                2.1.2.1. Key Data from Primary Sources

    2.2. Market Size Estimation 

    2.3. Market Breakdown and Data Triangulation 

    2.4. Assumptions for the Study  

3. Executive Summary

    3.1. Market Outlook

    3.2. Segment Outlook

    3.3. Competitive Insights

4. Market Variables, Trends & Scope

    4.1. Market Lineage Outlook

    4.2. Penetration and Growth Prospect Mapping

    4.3. Industry Value Chain Analysis

    4.4. Cost Analysis Breakdown

    4.5. Technology Overview

    4.6. Regulatory Framework on Country Level

         4.6.1. Reimbursement Framework

         4.6.2. Standards and Compliances

5. Market Overview

    5.1. Market Dynamics

         5.1.1. Market Driver Analysis

         5.1.2. Market Restraint Analysis

         5.1.3. Industry Challenges

6. Market Analysis tools

    6.1. Industry Analysis – Porter’s

         6.1.1. Supplier Power

         6.1.2. Buyer Power

         6.1.3. Substitution Threat

         6.1.4. Threat from new entrants

         6.1.5. Competitive Rivalry

    6.2. Pestel Analysis

         6.2.1. Political Landscape

         6.2.2. Environmental Landscape

         6.2.3. Social landscape

         6.2.4. Technology landscape

         6.2.5. Legal Landscape

7. Call Center Outsourcing Market, By Type Historical Analysis 2016-2020 and Forecast 2022-2028 (USD million)

    7.1. Inbound Service

    7.2. Outbound Service

8. Call Center Outsourcing Market, By Service Type Historical Analysis 2016-2020 and Forecast 2022-2028 (USD million)

    8.1. Chat Support

    8.2. Voice Support

    8.3. Video Support

    8.4. Social Media Support

    8.5. Others

9. Call Center Outsourcing Market, By Enterprise Size Historical Analysis 2016-2020 and Forecast 2022-2028 (USD million)

    9.1. Small & Medium Sized Enterprises

    9.2. Large Enterprises

10. Call Center Outsourcing Market, By End-user Historical Analysis 2016-2020 and Forecast 2022-2028 (USD million)

   10.1. BFSI

   10.2. Retail & E-commerce

   10.3. Government

   10.4. IT & Telecom

   10.5. Healthcare

   10.6. Manufacturing

   10.7. Hospitality

   10.8. Others

11. North America Market Analysis 2016-2020 and Forecast 2022-2028 (USD Million)           

    11.1. Introduction

    11.2. Historical Market Size (USD Mn) Analysis By Country, 2016-2020

          11.2.1. U.S.

          11.2.2. Canada

          11.2.3. Mexico

          11.2.4. Rest of North America

    11.3. Market Size (USD Mn) Forecast for North America 2022-2028

12. Latin America Market Analysis 2016-2020 and Forecast 2022-2028 (USD Million)

    12.1. Introduction

    12.2. Regional Market Trends

    12.3. Historical Market Size (USD Mn) Analysis By Country, 2016-2020

          12.3.1. Brazil

          12.3.2. Venezuela

          12.3.2. Argentina

          12.3.3. Rest of Latin America

    12.4 Market Size (USD Mn) Forecast for Latin America 2022-2028

13. Europe Market Analysis 2016-2020 and Forecast 2022-2028 (USD Million)

    13.1. Introduction

    13.2. Historical Market Size (USD Mn) Analysis By Country, 2016-2020

          13.2.1. Germany

          13.2.2. U.K

          13.2.3. France

          13.2.4. Italy

          13.2.5. Switzerland

          13.2.6. Spain

          13.2.7. Russia

          13.2.8. Poland

          13.2.9. Rest of Europe

    13.3. Market Size (USD Mn) Forecast for Europe 2022-2028

14. Asia Pacific Market Analysis 2016-2020 and Forecast 2022-2028 (USD Million)

    14.1. Introduction

    14.2. Historical Market Size (USD Mn) Analysis By Country, 2016-2020

          14.2.1. Japan

          14.2.2. China

          14.2.3. Singapore

          14.2.4. Korea         

          14.2.5. India

          14.2.6. Australia and New Zealand

          14.2.7. ASEAN

          14.2.8. Rest of Asia Pacific

    14.3. Market Size (USD Mn) Forecast for Asia Pacific 2022-2028

15. Middle East and Africa Market Analysis 2016-2020 and Forecast 2022-2028 (USD Million)

    15.1. Introduction

    15.2. Historical Market Size (USD Mn) Analysis By Country, 2016-2020

          15.2.1. UAE

          15.2.2. South Africa

          15.2.3. Egypt

          15.2.4. Saudi Arabia

          15.2.5. Rest of MEA

    15.3. Market Size (USD Mn) Forecast for MEA 2022-2028

16. Company Profiles (Competition Dashboard, Competitors Deep Dive, Product Type and Technology Portfolio, Financial Layouts)

    16.1. Accenture Plc.

           16.1.1. Company Overview (HQ, Business Segments, Employee Strength)

           16.1.2. Product Portfolio

           16.1.3. SWOT Analysis

           16.1.4. Financial Overview

           16.1.5. Strategic Overview

    16.2. Atento SA

           16.2.1. Company Overview (HQ, Business Segments, Employee Strength)

           16.2.2. Product Portfolio

           16.2.3. SWOT Analysis

           16.2.4. Financial Overview

           16.2.5. Strategic Overview

    16.3. Concentrix Corporation

           16.3.1. Company Overview (HQ, Business Segments, Employee Strength)

           16.3.2. Product Portfolio

           16.3.3. SWOT Analysis

           16.3.4. Financial Overview

           16.3.5. Strategic Overview

    16.4. Capgemini SE

           16.4.1. Company Overview (HQ, Business Segments, Employee Strength)

           16.4.2. Product Portfolio

           16.4.3. SWOT Analysis

           16.4.4. Financial Overview

           16.4.5. Strategic Overview

    16.5. Cognizant

           16.5.1. Company Overview (HQ, Business Segments, Employee Strength)

           16.5.2. Product Portfolio

           16.5.3. SWOT Analysis

           16.5.4. Financial Overview

           16.5.5. Strategic Overview

    16.6. Flatworld Solutions Pvt. Ltd.

           16.6.1. Company Overview (HQ, Business Segments, Employee Strength)

           16.6.2. Product Portfolio

           16.6.3. SWOT Analysis

           16.6.4. Financial Overview

           16.6.5. Strategic Overview

    16.7. Go4Customer

           16.7.1. Company Overview (HQ, Business Segments, Employee Strength)

           16.7.2. Product Portfolio

           16.7.3. SWOT Analysis

           16.7.4. Financial Overview

           16.7.5. Strategic Overview

    16.8. HCL Technologies

           16.8.1. Company Overview (HQ, Business Segments, Employee Strength)

           16.8.2. Product Portfolio

           16.8.3. SWOT Analysis

           16.8.4. Financial Overview

           16.8.5. Strategic Overview

    16.9. Hinduja Global Solutions Ltd.

           16.9.1. Company Overview (HQ, Business Segments, Employee Strength)

           16.9.2. Product Portfolio

           16.9.3. SWOT Analysis

           16.9.4. Financial Overview

           16.9.5. Strategic Overview

    16.10. Infosys Limited

           16.10.1. Company Overview (HQ, Business Segments, Employee Strength)

           16.10.2. Product Portfolio

           16.10.3. SWOT Analysis

           16.10.4. Financial Overview

           16.10.5. Strategic Overview

    16.11. Tata Consultancy Services

           16.11.1. Company Overview (HQ, Business Segments, Employee Strength)

           16.11.2. Product Portfolio

           16.11.3. SWOT Analysis

           16.11.4. Financial Overview

           16.11.5. Strategic Overview

    16.12. Tech Mahindra

           16.12.1. Company Overview (HQ, Business Segments, Employee Strength)

           16.12.2. Product Portfolio

           16.12.3. SWOT Analysis

           16.12.4. Financial Overview

           16.12.5. Strategic Overview

    16.13. Teleperformance SE

           16.13.1. Company Overview (HQ, Business Segments, Employee Strength)

           16.13.2. Product Portfolio

           16.13.3. SWOT Analysis

           16.13.4. Financial Overview

           16.13.5. Strategic Overview

    16.14. Sitel Group

           16.14.1. Company Overview (HQ, Business Segments, Employee Strength)

           16.14.2. Product Portfolio

           16.14.3. SWOT Analysis

           16.14.4. Financial Overview

           16.14.5. Strategic Overview

    16.15. StarTek Inc.

           16.15.1. Company Overview (HQ, Business Segments, Employee Strength)

           16.15.2. Product Portfolio

           16.15.3. SWOT Analysis

           16.15.4. Financial Overview

           16.15.5. Strategic Overview

    16.16. WNS Global Services

           16.16.1. Company Overview (HQ, Business Segments, Employee Strength)

           16.16.2. Product Portfolio

           16.16.3. SWOT Analysis

           16.16.4. Financial Overview

           16.16.5. Strategic Overview

(Note: The list of the major players will be updated with the latest market scenario and trends)

17. Impact of COVID-19

    17.1. Positive influence on the industry

    17.2. The financial disruption of the sector

    17.3. Impact of COVID-19 on emerging companies

    17.4. Significant mandates in the industry regulations initiated by administrations 

    17.5. The overall economic slowdown of the developing and developed nations

18. Competitive Intelligence and Competitive Matrix

    18.1. Competitive Intelligence

    18.2. Competitive Matrix

19. Major Deals and Strategic Alliances Analysis

    19.1. Joint ventures

    19.2. Mergers and acquisitions

    19.3. Licensing and partnerships 

    19.4. Technology Collaborations

    19.5. Strategic Divestments

    19.6. Market Entry Strategies

20. Relevant Case Studies and Latest News Updates

21. Key Market Takeaway Points from the Market Analysts at Future Market Analytics