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市場調査レポート

コールセンターの世界市場

Call Centers

発行 Global Industry Analysts, Inc. 商品コード 138637
出版日 ページ情報 英文 427 Pages
納期: 即日から翌営業日
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コールセンターの世界市場 Call Centers
出版日: 2018年04月01日 ページ情報: 英文 427 Pages
概要

当レポートでは、コールセンターの世界市場について、社内型、アウトソースが型それぞれの分析や、米国、カナダ、日本、欧州、アジア太平洋、ラテンアメリカおよびその他の各地域別の分析、2020年までの市場予測、主要プレーヤーのプロファイルなどについて、概略以下の構成で取り上げています。

第1章 イントロダクション、調査手法、製品の定義

第2章 エグゼクティブサマリー

  • 産業の概要
    • コールセンター:イントロダクション
    • 通信革命:業界転換の主な活性因子
    • モバイル通話の活発化による成長
    • 世界経済の堅調な成長によるコールセンター活動の活性化
    • 2007〜2009年の経済不況による成長の遅れ
    • ユーロ圏の債務危機による悪化
    • 不遇な経済環境が求めたコールセンタービジネスモデルの修正
    • 世界経済の復興の予想とビジネス活動における台頭がもたらす成長
    • 展望
    • 世界市場の占有を維持する先進市場
    • 今後の成長源となる発展市場
    • オフショア・コールセンター:発展途上国における潜在的成長分野
    • 主なアウトソース先
    • フィリピン
    • インド
    • 中国
    • マレーシア
    • チェコ共和国
    • シンガポール
    • ブラジル
    • カナダ
    • ポーランド
    • エジプト
    • メキシコ
    • 主な統計的調査結果
  • 注目の市場動向成長因子、問題
  • 産業別エンドユースの概要
  • コンセプト的概要
  • 戦略的分析
  • 関連産業の議論
  • コールセンターの統合
  • 関連する規制の問題
  • 技術的ブレイクスルー/革新
  • 最近の業界の活動
  • 主要グローバルプレーヤー
  • 世界的な市場展望

第3章 市場分析

  • 米国
  • カナダ
  • 日本
  • 欧州
    • フランス
    • ドイツ
    • イタリア
    • 英国
    • スペイン
    • ロシア
    • オランダ
    • アイルランド
    • スウェーデン
    • その他欧州
  • アジア太平洋
    • オーストラリア
    • 中国
    • インド
    • フィリピン
    • シンガポール
    • その他アジア太平洋
  • ラテンアメリカ
    • ブラジル
    • メキシコ
    • その他ラテンアメリカ
  • その他の地域
目次
Product Code: MCP-1145

This report analyzes the worldwide markets for Call Centers in US$ Million by the following Types: In-House, and Outsourced. The report provides separate comprehensive analytics for the US, Canada, Japan, Europe, Asia-Pacific, Latin America, and Rest of World. Annual estimates and forecasts are provided for the period 2016 through 2024. Also, a five-year historic analysis is provided for these markets. Market data and analytics are derived from primary and secondary research. Company profiles are primarily based on public domain information including company URLs. The report profiles 135 companies including many key and niche players such as -

[24]7 Inc.
Alliance Data Systems, Inc.
Alorica, Inc.
Atento
ATOS S.A.
BT Communications (Ireland) Limited

Table of Contents

I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS

Study Reliability and Reporting Limitations

Disclaimers

Data Interpretation & Reporting Level

  • Quantitative Techniques & Analytics

Product Definitions and Scope of Study

  • In-House Call Centers
  • Outsourced Call Centers

II. EXECUTIVE SUMMARY

1. INDUSTRY OVERVIEW

  • Call Centers: A Quick Primer
  • Call Centers Tap Technology to Improve Operational Efficiency & Service Quality
  • Addressing the Evolving Customer Experience...
  • Digital Transformation - Playing an Important Role
  • Outlook
  • Developing Markets Drive Growth
  • Outsourced Call Center Services Market
  • Despite Outsourcing Wave, In-House Call Centers Continue to Remain Dominant
  • Offshore Call Centers: The Key Growth Vertical for Developing World
  • A Brief Sketch of Major Offshore Destinations for Call Centers
    • Philippines
    • India
    • China
    • Malaysia
    • Czech Republic
    • Singapore
    • Brazil
    • Poland
    • Egypt
    • Mexico
  • Onshore Call Centers - Still in the Reckoning
  • Wave of Re-Shoring & Nearshoring Strategies
  • Right Shoring Gains Traction in Call Center Operations
  • Mass Market Call Centers Outnumber B2B Call Centers
  • Multiple Outsourced Call Centers: Order of the Day
  • Competition
  • Leading Players
    • Table 1: Leading Operators in the Global Outsourced Customer Experience Market by Revenue Share (2016) (includes corresponding Graph/Chart)
  • Startups Spur Innovation in Call Center Industry
  • AirCall
  • EpiAnalytics
  • EvaluAgent
  • Pypestream
  • TalkDesk
  • TechSee
  • TouchCommerce
  • Sentient Machines
  • Upcall
  • Spurt in Mobile Telephony: The Key Driver of Industry Transformation Seen Over the Last Two Decades
    • Table 2: Global Market for Smartphones (2013, 2015 7& 2018): Breakdown of Sales in Million Units by Geographic Region/Country (includes corresponding Graph/Chart)

2. NOTEWORTHY MARKET TRENDS, GROWTH DRIVERS & ISSUES

  • Cloud Communications Continue to Reshape Call Centers market
  • OmniChannel Strategy Offers Holistic Support
    • Table 3: Global Call Centers Market - Percentage Share Breakdown of Number of Outsourced Call Center Contracts by Number of Communication Channels Deployed (includes corresponding Graph/Chart)
  • Unified Communications Simplify Customer Engagement
  • Artificial Intelligence Enhances Call Center Productivity
  • Industry Displays Increasing Reliance on IVR
  • Integration of Social Media with Call Center Operations Opens New Possibilities
  • Opportunity Indicators
    • Table 4: Number of Internet Users Worldwide & Penetration Rates for Years 2015, 2017, & 2019P (includes corresponding Graph/Chart)
    • Table 5: Number of Social Media Users Worldwide & Penetration Rates for Years 2015, 2017, & 2020P (includes corresponding Graph/Chart)
  • Sustained Increase in Importance of Self-Service
  • Focus Grows on Improved Contact Center Analytics
  • Integrating CRM with Big Data Analytics Brings in Significant Benefits
  • Companies Target Multi-Skilled Employees
  • Increase in Remote Contact Center Agents
  • Building Meaningful Collaboration among Agents and the Way they Work
  • Multi-Language Contact Centers - A Key Trend
  • From Cost Centers to Profit Centers - Call Centers Go Beyond Service & Support Functions to Adopt Sales & Marketing Capabilities
  • Virtual Agents Model Emerges as a New Profitable Approach
  • Hosted or Virtual Call Centers on the Rise
    • Virtual Call Centers Promise New Opportunities
  • Improving 'Customer Experience' Turns into Core Area for Call Centers
    • Customer Experience Management: Leveraging Call Center Data with Decision Making
      • CEM as a Value Proposition
  • KPIs and Metrics Take Center Stage
    • Operational Efficiency Measures for a Call Center - Ranked in Order of Influence
    • Employee Satisfaction Measures for a Call Center - Ranked in Order of Influence
    • Gamification Grows in Popularity
    • Call Recording and Monitoring: A Proven Channel for Quality Improvement
      • Size of Call Center Remains the Key Criterion for Call Recording Technologies
    • Average Call Length Continues to be a Key Quantification Metric
    • Table 6: Call Lengths by Call Center Size (includes corresponding Graph/Chart)
    • Call Abandonment Rates Bring In More Operational Transparency
    • Table 7: Call Abandonment Rates by Call Center Size (includes corresponding Graph/Chart)
    • Table 8: Call Abandonment Rates by Vertical Business Sector (includes corresponding Graph/Chart)
    • Measurement of Agent Activity: A Critical Need
    • Table 9: Breakdown of Time Spent by Call Center Employee by Activity (includes corresponding Graph/Chart)
    • Increasingly Robust Consumer Satisfaction Measurements
    • Call Answering Speed: Key to Measuring Efficiency
    • First-Call Resolution: Key to Call Center's Success
    • Use of Virtual and Augmented Reality in Training
    • Microlearning Gains Attention
    • Social Learning - An Evolving Concept
  • Call Centers Embrace IP for Better Efficiency
    • VoIP: Fast Replacing Circuit-Switched Architectures
  • CRM: A Shot in the Arm for Call Centers
    • CRM Technologies Herald Evolution of Multimedia Call Centers
    • CRM Comes to Aid in Multilingual Interactions
    • From CRM to eRM: Multichannel Centers on the Rise
  • Call Center Applications Diversify to Include Mobile Apps
  • Video Emerges as a New Channel for Call Centers
  • Voice/Speech Based Technologies Empower Call Center Training & Operations
    • Voice-Driven CRM Enlarge Scope for Customer Interactions
  • Workforce Management Solutions to the Fore
  • Evolving Database Technologies and Management Strategies Guide Call Centers to Reach New Avenues
  • Customer Support & Sales Force Automation Dominate Software Applications
  • Multi-Site Call Routing Solutions: Popular with Large Global Firms
  • Automatic Call Distributing (ACD) Products- From Standalone to Open and Networked Systems
  • Key Issues
  • Growing Digital Engagement Drags Down Voice Based Customer Interactions
  • Simplifying Complexities in Call Center Processes: A Key Area of Focus
  • Call Centers & the Regulatory Environment
    • General Data Protection Regulation
    • Net Neutrality
    • Security and Privacy

3. A PEEK INTO VERTICAL END-USE INDUSTRIES

  • Introduction
  • End-Use Sectors for Call Centers: An Overview
    • Table 10: Global Call Centers Market (2017): Percentage Breakdown of Call Center Spending by Vertical Industry - Retail and Distribution, Finance, Manufacturing, Services, Telecom, Public Services, IT, and Others (includes corresponding Graph/Chart)
  • Banking & Finance
  • Banks Increasingly Perceive Call Center as a Sales & Service Point
  • Technology-Driven Banks Offering Service Enhancements at Contact Centers
    • Intelligent Call Routing
    • Campaign Management Software
    • Integration of Call Centers and Bank Branches
    • Customer Differentiation
    • Improved Methodologies for Effective Cross Selling
  • Distribution & Retail
  • Insurance
  • Insurance Companies Lead in Call Center Technology Absorption
  • Insurers Make Call Center a Mainstay to Improve Customer Services
  • Healthcare
  • Hospitality
  • Manufacturing
  • Public Sector
  • Telecommunications

4. CONCEPTUAL OVERVIEW

  • Functional Definition
  • Call Center Activities
  • Inbound Call Reception and Routing
    • Automated Inbound Call Routing
  • Outbound Telemarketing Call
  • Call Handling Time
  • Complaints Handling
  • Customer Information Services / Help Desks
  • Debt Chasing
  • Field Service Support
  • Classification on the Basis of Ownership
  • In-House Call Centers
  • Outsourced Call Centers/Sub-Contractors
  • Sub-Contractors Vs. In-House Call Centers
    • Sub-Contractors Vs. In-House Call Centers: A Comparative Study
  • Classification on the Basis of Markets Served
  • Business-to-Business (B2B) Call Centers
  • Mass Market Call Centers
  • Universal Centers
  • Business-to-Business (B2B) Vs. Mass Market Call Centers
    • B2B Call Centers Vs. Mass Market Call Centers: A Comparative Study
  • Classification on the basis of Operations
  • Inbound Call Centers
  • Outbound Centers
  • Nature of Services Offered
  • Consulting
  • Outsourcing
  • Training
  • Call Center Technologies-By Area of Application
  • Voice
    • Telephone Switches (ACDs) and Voice Networks
      • Telephone Switches/Automated Call Distributors (ACDs)
      • Voice Networks
    • Voice Response Systems (IVR/VRU)
      • Voice Response Unit (VRU)
    • Speech Recognition Technologies
    • Voice Over Internet Protocol (VoIP)
    • Customer Relationship Management
      • CRM Tools
      • Enterprise CRM
      • Mid-Market CRM
      • Customer Data Integration
      • Enterprise Analytics, Business Intelligence and Data Warehousing
  • Computer Telephony Integration (CTI)
    • Web Integration (Text chat and Web Calls)
      • Web Chat
      • Web Call-back
    • Fully Integrated Unified Messaging System
    • Multimedia Technologies
  • Systems
    • ACD Systems
    • Automatic Call Distributor (ACD)
    • Outbound System
    • Interactive Voice Response (IVR) Systems
    • Voice Messaging Systems
  • Software
    • Cloud Center as a Service (CCaaS)
    • Workforce Management Software
      • Workforce Automation Software
    • Sales Force Automation Software
      • For Sales Executives
      • For Sales Manager
    • Customer Interaction Software
    • CTI Enabling Software
    • Call Monitoring Software

5. CALL CENTER CONSOLIDATION WHETHER, WHY AND HOW

  • Widely Dispersed Call Centers: A Key Rationale
  • Motivators for Call Center Consolidation
  • Costs of Scale

6. PERTINENT REGULATORY ISSUES

  • Call Centers - A Highly Regulated Industry
  • Legal and Regulatory Framework
  • Predictive Dialing
    • The Preface to the Showdown
  • Privacy Legislations
  • Federal Laws prohibits Sale of Consumer Health Data
  • Cell Phone Legislations Zap Outbound Calls?

7. RECENT INDUSTRY ACTIVITY

  • PRA Group Sets up New Call Center
  • ACT Enters into Agreement with Tethr to Offer Communications Intelligence Platform
  • Avaya to Acquire Spoken Communications
  • Intelisys Forms Alliance with Talkdesk
  • Capita Extends Digital Customer Contact Partnership with M&S's
  • Amazon to Acquire Stake in Call Center
  • Innovest Global Acquires Call Center Resources
  • Twilio Introduces Flex Contact Center Solution
  • Talkdesk Unveils Enterprise Contact Center Platform
  • RingCentral Introduces New Integrated Collaborative Contact Center Solution
  • Dialpad to Launch Call Center Solution built on Google Cloud Platform
  • ZaiLab Introduces World's First Cloud-Based Call Center
  • Teleperformance Expands Operations into Kosovo
  • Convergys Opens Customer Service Center in Mauritius
  • Teleperformance Expands Operations into Peru
  • Vonage Expands Call-Center Partnership with inContact
  • Charter Communications Shuts Down Spectrum Call Center
  • Convergys to Open a New Location in Virginia
  • Marken Introduces Call Center for Patients enrolled in Clinical Trials
  • 8x8 Adds New Capabilities to Virtual Contact Center(r) Solution
  • Amazon Web Services Introduces Cloud-Based Amazon Connect Service
  • Masergy Introduces Cloud Contact Center
  • Dizzion Forms Partnership with Bright Pattern
  • Genesys(r) Acquires Interactive Intelligence
  • KKR to Acquire Calabrio
  • Genpact Opens New Operations in Kuala Lumpur
  • Scandic Enters into Agreement with Transcom for Call Center Services
  • Tesco Enters into Strategic Partnership with Capita
  • Anyone Home Opens New Customer Contact Center
  • Empereon-Constar Opens New Call Center of Excellence
  • Alorica Acquires Expert Global Solutions
  • TCN Inc. Introduces New Trade-Up Program for Call Centers
  • WorkFlex Launches On-Demand Contact Center Technology for Optimizing Omni-Channel Workforce Scheduling
  • IBEX Global Starts New Facility in Nicaragua
  • 3CLogic's Call Center Software Deployed at a Global BPO
  • Fusion to Acquire TFB
  • Ameyo Introduces a New Integrated Video Call Center Technology
  • BASF Introduces Call Center Service in Indonesia
  • Acquire BPO Establishes a New Delivery Center in the Dominican Republic
  • REDi Launches Call Center Service for Financial Institutions
  • Ameyo Introduces New Cloud Contact Center Software
  • Sprint to Wind Up Call Center in Rio Rancho
  • Wilmac Enters into a Reseller Agreement for VPI's Contact Center BI, Recording & Workforce Optimization Solutions

8. FOCUS ON SELECT GLOBAL PLAYERS

  • [24]7 Inc. (USA)
  • Alliance Data Systems, Inc. (USA)
  • Alorica, Inc. (USA)
  • Atento (Luxembourg)
  • ATOS S.A. (France)
  • BT Communications (Ireland) Limited (Ireland)
  • Capita Customer Management Limited (UK)
  • Concentrix (USA)
  • Convergys Corp. (USA)
  • Entel Call Center (Chile)
  • EXL Service Holdings, Inc. (USA)
  • Genpact Limited (Bermuda)
  • HCL BPO Services NI Ltd (Ireland)
  • IBEX Global (USA)
  • IBM Global Process Services Pvt. Ltd (India)
  • Plusoft Informatica Ltda (Brazil)
  • Sitel (USA)
  • Sykes Enterprises, Inc. (USA)
  • Tata Consultancy Services Limited (India)
  • Teleperformance SE (France)
  • TTEC Holdings, Inc. (USA)
  • West Corporation (USA)
  • Wipro Ltd (India)

9. GLOBAL MARKET PERSPECTIVE

    • Table 11: World Recent Past, Current & Future Analysis for Call Centers by Geographic Region/ Country - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 12: World Historic Review for Call Centers by Geographic Region/Country - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)
    • Table 13: World 14-Year Perspective for Call Centers by Geographic Region/Country - Percentage Market Share Breakdown for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2011, 2018 and 2024 (includes corresponding Graph/Chart)
    • Table 14: World Recent Past, Current & Future Analysis for Call Centers by Type - In-House Call Center and Outsourced Call Center Markets Independently Analyzed in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 15: World Historic Review for Call Centers by Type - In-House Call Center and Outsourced Call Center Markets Independently Analyzed in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)
    • Table 16: World 14-Year Perspective for Call Centers by Type - Percentage Market Share Breakdown for In-House Call Center and Outsourced Call Center Markets for Years 2011, 2018 and 2024 (includes corresponding Graph/Chart)

III. MARKET

1. THE UNITED STATES

  • A. Market Analysis
    • Current & Future Analysis
    • Table 17: US Call Centers Market (2017) - Top 10 Metro Areas Ranked by Call Center Employment (includes corresponding Graph/Chart)
    • Leading Players
    • Table 18: Call Centers Market in the United States (2016): Breakdown of Market Share by Select Players (includes corresponding Graph/Chart)
    • Key Technology Trends
    • Vertical Market Trends Drive Market Growth
    • Table 19: US Call Centers Market (2017): Percentage Breakdown of Call Center Spending by Vertical Industry (includes corresponding Graph/Chart)
      • Outsourcing by Sector
      • Proximity to Headquarters: Prime Consideration for Site Selection
    • Call Centers: A Major Employer
    • Table 20: US Outsourced Call Centers Market (2017): Percentage Breakdown of Expenditure by Type of Services Offered (includes corresponding Graph/Chart)
    • Demand for US-based Call Centers on Rise
    • Hosted Contact Center Solutions Gain Traction
      • Workforce Management Software Finds More Takers
    • Regulations and Issues
      • New Bill to Safeguard Call Center Jobs
      • US vs. Europe - Safe Harbor and Effect on Call Centers
      • Safe Harbor - What it Entails
      • Privacy Protection Policies - The Trans- Atlantic Divide
      • DNC Registery
      • Federal Laws Prohibits Sale of Consumer Health Data
    • Strategic Corporate Developments
    • Key Players
  • B. Market Analytics
    • Table 21: US Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 22: US Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)

2. CANADA

  • A. Market Analysis
    • Current & Future Analysis
    • Market Overview
    • Strategic Corporate Development
  • B. Market Analytics
    • Table 23: Canadian Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 24: Canadian Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)

3. JAPAN

  • A. Market Analysis
    • Current & Future Analysis
    • Market Overview
  • B. Market Analytics
    • Table 25: Japanese Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 26: Japanese Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)

4. EUROPE

  • A. Market Analysis
    • Current & Future Analysis
    • Market Overview
      • Ireland, the Netherlands and the UK: High-Profile Locations
      • Alternate Regional Destinations
      • Rise in Internet and e-Commerce Spells Growth for Web-based Call Centers
      • Banking & Financial Services: The Key Vertical for Call Centers
  • B. Market Analytics
    • Table 27: European Recent Past, Current & Future Analysis for Call Centers by Geographic Region/Country - France, Germany, Italy, UK, Spain, Russia, Ireland, The Netherlands, Sweden and Rest of Europe Markets Independently Analyzed in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 28: European Historic Review for Call Centers by Geographic Region/Country - France, Germany, Italy, UK, Spain, Russia, Ireland, The Netherlands, Sweden and Rest of Europe Markets Independently Analyzed in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)
    • Table 29: European 14-Year Perspective for Call Centers by Geographic Region/Country - Percentage Market Share Breakdown for France, Germany, Italy, UK, Spain, Russia, Ireland, The Netherlands, Sweden and Rest of Europe Markets for Years 2011, 2018 and 2024 (includes corresponding Graph/Chart)

4a. FRANCE

  • A. Market Analysis
    • Current & Future Analysis
    • Overview
    • Banking & Finance Sector Drives Growth
    • Table 30: French Call Centers Market (2017): Percentage Breakdown of Call Center Spending by Vertical Industry (includes corresponding Graph/Chart)
    • Key Players
  • B. Market Analytics
    • Table 31: French Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 32: French Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)

4b. GERMANY

  • A. Market Analysis
    • Current & Future Analysis
    • Market Overview
    • Key Market Drivers
      • Exceptionally High Standards of Customer Service
      • Availability of Skilled and Relatively Low Cost Labor
    • Key Market Barriers
      • Stringent Regulatory Norms Set Up High Entry Barriers
      • Stringent Labor Laws Restrict Rapid Growth
  • B. Market Analytics
    • Table 33: German Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 34: German Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)

4c. ITALY

  • A. Market Analysis
    • Current & Future Analysis
    • Market Overview
  • B. Market Analytics
    • Table 35: Italian Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 36: Italian Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)

4d. THE UNITED KINGDOM

  • A. Market Analysis
    • Current & Future Analysis
    • A Key Call Center Market
    • UK Companies Revert to Domestic Call Centers
    • Strategic Corporate Development
    • Key Player
  • B. Market Analytics
    • Table 37: UK Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 38: UK Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)

4e. SPAIN

  • A. Market Analysis
    • Current & Future Analysis
    • Market Overview
  • B. Market Analytics
    • Table 39: Spanish Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 40: Spanish Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)

4f. RUSSIA

  • A. Market Analysis
    • Current & Future Analysis
  • B. Market Analytics
    • Table 41: Russian Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 42: Russian Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)

4g. THE NETHERLANDS

  • A. Market Analysis
    • Current & Future Analysis
    • A Mature Call Center Market
      • Multilingual Workforce with a Diverse Cultural Background
      • Availability of Qualified Labor
      • Relatively Low Labor and Operational Costs
      • Hassle-free Legal & Regulatory Framework
  • B. Market Analytics
    • Table 43: The Netherlands Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 44: The Netherlands Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)

4h. IRELAND

  • A. Market Analysis
    • Current & Future Analysis
    • A Leading European Call Center Market
    • Large Educated Workforce
    • Key Players
  • B. Market Analytics
    • Table 45: Irish Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 46: Irish Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)

4i. SWEDEN

  • A. Market Analysis
    • Current & Future Analysis
    • An Evolving European Call Center Market
  • B. Market Analytics
    • Table 47: Swedish Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 48: Swedish Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)

4j. REST OF EUROPE

  • A. Market Analysis
    • Current & Future Analysis
    • Major Regional Markets
      • Belgium
      • Denmark
      • Norway
      • Hungary
      • Austria
      • Finland
      • Poland
      • Czech Republic
      • Turkey
    • Strategic Corporate Developments
    • Key Player
  • B. Market Analytics
    • Table 49: Rest of Europe Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 50: Rest of Europe Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)

5. ASIA-PACIFIC

  • A. Market Analysis
    • Current & Future Analysis
    • The Offshore Call Center Hub
    • Low Labor and Operational Costs Remain Trump Cards
    • Offshore Outsourcing Services: A Huge and Expanding Market
    • On the Move from "Offshore" to "Onshore"
    • Transforming Technologies Drive Market Growth
  • B. Market Analytics
    • Table 51: Asia-Pacific Recent Past, Current & Future Analysis for Call Centers by Geographic Region/Country - Australia, China, India, Philippines, Singapore, and Rest of Asia-Pacific Markets Independently Analyzed in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 52: Asia-Pacific Historic Review for Call Centers by Geographic Region/Country - Australia, China, India, Philippines, Singapore, and Rest of Asia-Pacific Markets Independently Analyzed in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)
    • Table 53: Asia-Pacific 14-Year Perspective for Call Centers by Geographic Region/Country - Percentage Market Share Breakdown for Australia, China, India, Philippines, Singapore, and Rest of Asia-Pacific Markets for Years 2011, 2018 and 2024 (includes corresponding Graph/Chart)

5a. AUSTRALIA

  • A. Market Analysis
    • Current & Future Analysis
    • Market Overview
    • Market Drivers
      • Well-Educated High Caliber Workforce
      • Ideal location for 24/7 Call Center Services
      • Outsourced Call Center Industry
  • B. Market Analytics
    • Table 54: Australian Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 55: Australian Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)

5b. CHINA

  • A. Market Analysis
    • Current & Future Analysis
    • Market Overview
  • B. Market Analytics
    • Table 56: Chinese Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 57: Chinese Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)

5c. INDIA

  • A. Market Analysis
    • Current & Future Analysis
    • Noteworthy Growth Drivers & Issues
      • Large Educated English-Speaking Work Pool
      • Availability of Technical-savvy Labor
      • Relatively Low Labor and Operational Costs
      • Advantageous Time Zone for 24/7 Operations
      • Government Initiatives
      • Market Sees Rise in Impact Sourcing
    • Strategic Corporate Developments
    • Key Players
  • B. Market Analytics
    • Table 58: Indian Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 59: Indian Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)

5d. PHILIPPINES

  • A. Market Analysis
    • Current & Future Analysis
    • A Fast Growing Call Center Market
    • BPO: A Natural Choice for Filipinos
    • Companies Scour Non-Urban Locations for Call Centers
  • B. Market Analytics
    • Table 60: The Philippines Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 61: The Philippines Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)

5e. SINGAPORE

  • A. Market Analysis
    • Current & Future Analysis
    • Market Overview
  • B. Market Analytics
    • Table 62: Singapore Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 63: Singapore Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)

5f. REST OF ASIA-PACIFIC

  • A. Market Analysis
    • Current & Future Analysis
    • Major Regional Market
      • Malaysia
    • Strategic Corporate Developments
  • B. Market Analytics
    • Table 64: Rest of Asia-Pacific Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 65: Rest of Asia-Pacific Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)

6. LATIN AMERICA

  • A. Market Analysis
    • Current & Future Analysis
    • A Growing Call Center Market
    • Table 66: Latin American Call Centers Market (2015): Percentage Breakdown of Number of Call Centers by Country (includes corresponding Graph/Chart)
  • B. Market Analytics
    • Table 67: Latin American Recent Past, Current & Future Analysis for Call Centers by Geographic Region/Country - Brazil, Mexico and Rest of Latin American Markets Independently Analyzed in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 68: Latin American Historic Review for Call Centers by Geographic Region/Country - Brazil, Mexico and Rest of Latin American Markets Independently Analyzed in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)
    • Table 69: Latin American 14-Year Perspective for Call Centers by Geographic Region/Country - Percentage Market Share Breakdown for Brazil, Mexico and Rest of Latin American Markets for Years 2011, 2018 and 2024 (includes corresponding Graph/Chart)

6a. BRAZIL

  • A. Market Analysis
    • Current & Future Analysis
    • Changing Structure of Contact Center Industry
    • Key Statistical Findings:
    • Table 70: Brazilian Outsourced Call Center Market (2015): Percentage Breakdown of Call Center Spending by Vertical Industry (includes corresponding Graph/Chart)
    • Key Player
  • B. Market Analytics
    • Table 71: Brazilian Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 72: Brazilian Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)

6b. MEXICO

  • A. Market Analysis
    • Current & Future Analysis
    • High Growth Demands Better Infrastructure In Place
  • B. Market Analytics
    • Table 73: Mexican Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 74: Mexican Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)

6c. REST OF LATIN AMERICA

  • A. Market Analysis
    • Current & Future Analysis
    • Major Regional Markets
      • Caribbean: An Emerging Call Center Destination
      • Multilingual Skills and Low Employment Costs Attract Global Players
      • Jamaica: Preferred Call Center Outsourcing Destination
      • Argentina
      • Chile
    • Strategic Corporate Developments
    • Key Player
  • B. Market Analytics
    • Table 75: Rest of Latin America Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 76: Rest of Latin America Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)

7. REST OF WORLD

  • A. Market Analysis
    • Current & Future Analysis
    • South Africa: A Key Regional Market
    • Table 77: South African Call Centers Market (2016): Percentage Breakdown of Call Center Spending by Vertical Sector (includes corresponding Graph/Chart)
    • Dubai: The Call Center Oasis
  • B. Market Analytics
    • Table 78: Rest of World Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2016 through 2024 (includes corresponding Graph/Chart)
    • Table 79: Rest of World Historic Review for Call Centers Market in US$ Million for Years 2011 through 2015 (includes corresponding Graph/Chart)
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