LONDON--(BUSINESS WIRE)--Technavio has been monitoring the global call center outsourcing market size and it is poised to grow by USD 13.54 billion during 2019-2023, progressing at a CAGR of over 3% during the forecast period. The report offers an up-to-date analysis regarding the current market scenario, latest trends and drivers, and the overall market environment.
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The market is fragmented, and the degree of fragmentation will accelerate during the forecast period. Atento S.A., Bertelsmann SE & Co. KGaA, Concentrix Corp., Hinduja Global Solutions Ltd., Sitel Group, StarTek Inc., Sykes Enterprises Inc., Teleperformance SE, Transcom WorldWide AB, and TTEC Holdings Inc. are some of the major market participants. Although the increasing use of RPA in call centers will offer immense growth opportunities, low employee engagement and the rising security concerns will challenge the growth of the market participants. 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 increasing use of RPA in call centers has been instrumental in driving the growth of the market. However, low employee engagement and rising security concerns might hamper market growth.
Call Center Outsourcing Market 2019-2023 : Segmentation
Call Center Outsourcing Market is segmented as below:
■ End-user
■ IT And Telecom
■ BFSI
■ Healthcare
■ Retail
■ Government
■ Other End-users
■ Geography
■ North America
■ Europe
■ APAC
■ South America
■ MEA
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Call Center Outsourcing Market 2019-2023 : Scope
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:
■ Call Center Outsourcing Market size
■ Call Center Outsourcing Market trends
■ Call Center Outsourcing Market industry analysis
This study identifies the increasing adoption of cloud communication in call centers as one of the prime reasons driving the call center outsourcing market growth during the next few years.
Call Center Outsourcing Market 2019-2023 : Vendor Analysis
We provide a detailed analysis of around 25 vendors operating in the Call Center Outsourcing Market, including some of the vendors such as Atento S.A., Bertelsmann SE & Co. KGaA, Concentrix Corp., Hinduja Global Solutions Ltd., Sitel Group, StarTek Inc., Sykes Enterprises Inc., Teleperformance SE, Transcom WorldWide AB, and TTEC Holdings Inc. Backed with competitive intelligence and benchmarking, our research reports on the Call Center Outsourcing Market are designed to provide entry support, customer profile and M&As as well as go-to-market strategy support.
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Call Center Outsourcing Market 2019-2023 : Key Highlights
■ CAGR of the market during the forecast period 2019-2023
■ Detailed information on factors that will assist call center outsourcing market growth during the next five years
■ Estimation of the call center outsourcing market size and its contribution to the parent market
■ Predictions on upcoming trends and changes in consumer behavior
■ The growth of the call center outsourcing market
■ 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
Table Of Contents :
EXECUTIVE SUMMARY
SCOPE OF THE REPORT
■ 2.1 Preface
■ 2.2 Preface
■ 2.3 Currency conversion rates for US$
MARKET LANDSCAPE
■ Market ecosystem
■ Market characteristics
■ Market segmentation analysis
MARKET SIZING
■ Market definition
■ Market sizing 2018
■ Market size and forecast 2018-2023
FIVE FORCES ANALYSIS
■ Bargaining power of buyers
■ Bargaining power of suppliers
■ Threat of new entrants
■ Threat of substitutes
■ Threat of rivalry
■ Market condition
MARKET SEGMENTATION BY END-USER
■ Market segmentation by end-user
■ Comparison by end-user
■ IT and telecom - Market size and forecast 2018-2023
■ BFSI - Market size and forecast 2018-2023
■ Healthcare - Market size and forecast 2018-2023
■ Retail - Market size and forecast 2018-2023
■ Government - Market size and forecast 2018-2023
■ Other end-users - Market size and forecast 2018-2023
■ Market opportunity by end-user
CUSTOMER LANDSCAPE
GEOGRAPHIC LANDSCAPE
■ Geographic segmentation
■ Geographic comparison
■ North America - Market size and forecast 2018-2023
■ Europe - Market size and forecast 2018-2023
■ APAC - Market size and forecast 2018-2023
■ South America - Market size and forecast 2018-2023
■ MEA - Market size and forecast 2018-2023
■ Key leading countries
■ Market opportunity
DECISION FRAMEWORK
DRIVERS AND CHALLENGES
■ Market drivers
■ Market challenges
MARKET TRENDS
■ Increasing use of analytics solutions in call centers
■ Increasing adoption of cloud communication in call centers
■ Strategic partnerships and acquisitions among market participants
VENDOR LANDSCAPE
■ Overview
■ Landscape disruption
■ Competitive scenario
VENDOR ANALYSIS
■ Vendors covered
■ Vendor classification
■ Market positioning of vendors
■ Atento S.A.
■ Bertelsmann SE & Co. KGaA
■ Concentrix Corp.
■ Hinduja Global Solutions Ltd.
■ Sitel Group
■ StarTek Inc.
■ Sykes Enterprises Inc.
■ Teleperformance SE
■ Transcom WorldWide AB
■ TTEC Holdings Inc.
APPENDIX
■ Research methodology
■ List of abbreviations
■ Definition of market positioning of vendors
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.
