USD 14.05 Billion Growth Call Center Outsourcing Market | YOY Growth of 3.12% Recorded in 2021 | Technavio
NEW YORK, June 30, 2022 /PRNewswire/ -- The market analysis report titled Call Center Outsourcing Market by End-user and Geography - Forecast and Analysis 2021-2025 has been added to Technavio's offerings recently. The call center outsourcing market is likely to garner a potential growth difference of USD 14.05 billion from 2020 to 2025. The market will witness an accelerating growth momentum at a CAGR of 3.34% during the projected period. 35% of the market's growth will originate from APAC during the forecast period with Australia and India emerging as the key revenue-generating economies for the call center outsourcing market. The IT and telecom sector end-user segment held the largest call center outsourcing market share in 2020 and will continue to contribute the highest market growth in the market due to the increasing technological advances, considerable growth in data traffic, and increasing demand from consumers for digital communication and content.
The market is concentrated, and the degree of concentration will accelerate during the forecast period. Vendors are deploying growth strategies such as organic and inorganic strategies to compete in the market.
To make the most of the opportunities, 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.
The competitive scenario provided in the call center outsourcing market report analyzes, evaluates, and positions companies based on various performance indicators. Some of the factors considered for this analysis include the financial performance of companies over the past few years, growth strategies, product innovations, new product launches, investments, growth in market share, etc.
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 are some of the major market participants.
Top Vendors and their Key Offerings:
Bertelsmann SE and Co. KGaA: The company offers call center outsourcing under the Arvato business segment.
Hinduja Global Solutions Ltd.: The company offers call center outsourcing under the CX business segment.
Sitel Group: The company offers call center outsourcing services under the brand name EXP+.
Tata Consultancy Services Ltd.: The company offers call center outsourcing services under its cloud-based contact-center platform.
Transcom Holding AB: The company offers call center outsourcing services including customer service, customer acquisition, cross- and upselling, customer retention, technical support, collection services and CX advisory.
Key Trend: The surge in M&As and strategic alliances among market players and vendors is one of the key trends likely to propel the market's growth significantly during the forecast period. 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, in turn, driving the market's growth.
Key Challenge: Low employee engagement and shut down of call centers is one of the key challenges hindering the call center outsourcing market growth. 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%. 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.
Technavio categorizes the global call center outsourcing market as a part of the global data processing and outsourced services market. 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. Technavio presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources. Our call center outsourcing market report covers the following areas:
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
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 future consumer dynamics, 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.
Table Of Contents:
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 (%)
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
About Us
Technavio is a leading global technology research and advisory company. Their research and analysis focus on emerging market trends and provides actionable insights to help businesses identify market opportunities and develop effective strategies to optimize their market positions. With over 500 specialized analysts, Technavio's report library consists of more than 17,000 reports and counting, covering 800 technologies, spanning across 50 countries. Their client base consists of enterprises of all sizes, including more than 100 Fortune 500 companies. This growing client base relies on Technavio's comprehensive coverage, extensive research, and actionable market insights to identify opportunities in existing and potential markets and assess their competitive positions within changing market scenarios.
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