コールセンター市場：コンポーネント別、展開別、業種別-2023～2030年の世界予測

コールセンターの世界市場は、2023年に273億2,000万米ドル、CAGR 8.17%で大きく成長し、2030年には475億7,000万米ドルという驚異的な規模に達すると予測されています。

FPNVポジショニング・マトリックス

FPNVポジショニングマトリックスは世界のコールセンター市場を評価するために不可欠です。事業戦略と製品満足度の主要指標を調査することで、ベンダーの包括的な評価を提供し、ユーザーは特定のニーズに基づいた情報をもとに意思決定を行うことができます。この高度な分析により、ベンダーは成功の度合いが異なる4つの象限に整理されます：フォアフロント（F）、パスファインダー（P）、ニッチ（N）、バイタル（V）です。

市場シェア分析

市場シェア分析では、特定の市場領域におけるベンダーの現状を洞察することができます。全体的な収益、顧客基盤、その他の主要指標に対するベンダーの貢献度を比較することで、企業が市場シェアを争う際に、自社の業績や直面している状況をより深く理解することができます。また、本分析では、調査した基準年において、特定のセクターがどの程度競合しているのか、蓄積、断片化の優位性、合併の特徴についても明らかにしています。

本レポートは、以下のポイントに関する洞察を提供します：

1.市場の浸透度：主要企業が提供する市場に関する包括的な情報を提供します。

2.市場の発展：有利な新興市場に関する詳細情報を提供し、市場の成熟セグメントにおける浸透度を分析します。

3.市場の多様化：新製品の上市、未開発地域、最近の開発、投資に関する詳細情報を提供します。

4.市場の動向：COVID-19、ロシア・ウクライナ紛争、高インフレの累積的な影響を包括的に理解することができます。

5.競合の評価と情報：主要企業の市場シェア、戦略、製品、認証、規制状況、特許状況、製造能力を網羅的に評価します。

6.製品開発およびイノベーション：将来技術、研究開発活動、画期的な製品開発に関する知的洞察を提供します。

本レポートは、以下のような質問にお答えします：

1.コールセンターの世界市場規模および予測は？

2.予測期間中、世界のコールセンター市場を形成するCOVID-19の阻害要因と影響は？

3.コールセンターの世界市場において予測期間中に投資すべき製品/セグメント/用途/分野は？

4.コールセンターの世界市場における競争戦略は？

5.コールセンターの世界市場における技術動向と規制の枠組みは？

6.コールセンターの世界市場における主要ベンダーの市場シェアは？

7.コールセンターの世界市場への参入には、どのような形態や戦略的な動きが適していると考えられるか？

目次

第1章 序文

第2章 調査手法

第3章 エグゼクティブサマリー

第4章 市場の概要

第5章 市場洞察

• 市場力学
  • 促進要因
    • 企業は顧客により良いサービスを提供することにますます注力している
    • コールセンターでのRPA利用の増加
    • セルフサービスの重要性が大幅に増加
  • 抑制要因
    • コールセンターのプロセスにはさまざまな複雑さが関与する
  • 機会
    • 人工知能の採用による生産性の向上
    • クラウド通信の採用によるコールセンターの継続的な再構築
  • 課題
    • コールセンターと規制環境
• 市場動向
• COVID-19の累積的な影響
• ロシア・ウクライナ紛争の累積的影響
• 高インフレの累積的影響
• ポーターのファイブフォース分析
• バリューチェーンとクリティカルパス分析
• 規制の枠組み
• 顧客のカスタマイズ

第6章 コールセンター市場：コンポーネント別

• イントロダクション
• コンサルティングとトレーニング
• インテグレーションと展開
• ソリューション
  • 自動通話ディストリビューター
  • コールセンターの人員最適化
  • コンピュータテレフォニーの統合
  • インテリジェントなコールルーティング
  • インテリジェントな仮想アシスタント
  • 自動音声応答
  • レポートと分析
• サポートとメンテナンス

第7章 コールセンター市場：展開別

• イントロダクション
• クラウドベースコールセンター
• ハイブリッドコールセンター
• オンプレミスコールセンター

第8章 コールセンター市場：業種別

• イントロダクション
• BFSI
• 政府
• ヘルスケア
• IT＆テレコム
• メディアとエンターテイメント
• 小売および消費財
• 旅行とホスピタリティ

第9章 南北アメリカのコールセンター市場

• イントロダクション
• アルゼンチン
• ブラジル
• カナダ
• メキシコ
• 米国

第10章 アジア太平洋地域のコールセンター市場

• イントロダクション
• オーストラリア
• 中国
• インド
• インドネシア
• 日本
• マレーシア
• フィリピン
• シンガポール
• 韓国
• 台湾
• タイ
• ベトナム

第11章 欧州・中東・アフリカのコールセンター市場

• イントロダクション
• デンマーク
• エジプト
• フィンランド
• フランス
• ドイツ
• イスラエル
• イタリア
• オランダ
• ナイジェリア
• ノルウェー
• ポーランド
• カタール
• ロシア
• サウジアラビア
• 南アフリカ
• スペイン
• スウェーデン
• スイス
• トルコ
• アラブ首長国連邦
• 英国

第12章 競合情勢

• FPNVポジショニングマトリクス
• 市場シェア分析：主要企業別
• 競合シナリオ分析：主要企業別

第13章 掲載企業一覧

第14章 付録

• ディスカッションガイド
• ライセンスと価格について

LIST OF FIGURES

• FIGURE 1. CALL CENTRES MARKET RESEARCH PROCESS
• FIGURE 2. CALL CENTRES MARKET SIZE, 2022 VS 2030
• FIGURE 3. CALL CENTRES MARKET SIZE, 2018-2030 (USD MILLION)
• FIGURE 4. CALL CENTRES MARKET SIZE, BY COMPONENT, 2022 VS 2030 (%)
• FIGURE 5. CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2022 VS 2030 (%)
• FIGURE 6. CALL CENTRES MARKET SIZE, BY VERTICAL, 2022 VS 2030 (%)
• FIGURE 7. CALL CENTRES MARKET SIZE, BY REGION, 2022 VS 2030 (%)
• FIGURE 8. CALL CENTRES MARKET DYNAMICS
• FIGURE 9. CALL CENTRES MARKET SIZE, BY COMPONENT, 2022 VS 2023 VS 2030 (USD MILLION)
• FIGURE 10. CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2022 VS 2023 VS 2030 (USD MILLION)
• FIGURE 11. CALL CENTRES MARKET SIZE, BY VERTICAL, 2022 VS 2023 VS 2030 (USD MILLION)
• FIGURE 12. AMERICAS CALL CENTRES MARKET SIZE, BY COUNTRY, 2022 VS 2023 VS 2030 (USD MILLION)
• FIGURE 13. UNITED STATES CALL CENTRES MARKET SIZE, BY STATE, 2022 VS 2023 VS 2030 (USD MILLION)
• FIGURE 14. ASIA-PACIFIC CALL CENTRES MARKET SIZE, BY COUNTRY, 2022 VS 2023 VS 2030 (USD MILLION)
• FIGURE 15. EUROPE, MIDDLE EAST & AFRICA CALL CENTRES MARKET SIZE, BY COUNTRY, 2022 VS 2023 VS 2030 (USD MILLION)
• FIGURE 16. CALL CENTRES MARKET, FPNV POSITIONING MATRIX, 2022
• FIGURE 17. CALL CENTRES MARKET SHARE, BY KEY PLAYER, 2022

LIST OF TABLES

• TABLE 1. CALL CENTRES MARKET SEGMENTATION & COVERAGE
• TABLE 2. UNITED STATES DOLLAR EXCHANGE RATE, 2018-2022
• TABLE 3. CALL CENTRES MARKET SIZE, 2018-2030 (USD MILLION)
• TABLE 4. CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 5. CALL CENTRES MARKET SIZE, BY CONSULTING & TRAINING, BY REGION, 2018-2030 (USD MILLION)
• TABLE 6. CALL CENTRES MARKET SIZE, BY INTEGRATION & DEPLOYMENT, BY REGION, 2018-2030 (USD MILLION)
• TABLE 7. CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 8. CALL CENTRES MARKET SIZE, BY SOLUTIONS, BY REGION, 2018-2030 (USD MILLION)
• TABLE 9. CALL CENTRES MARKET SIZE, BY AUTOMATIC CALL DISTRIBUTORS, BY REGION, 2018-2030 (USD MILLION)
• TABLE 10. CALL CENTRES MARKET SIZE, BY CALL CENTER WORKFORCE OPTIMIZATION, BY REGION, 2018-2030 (USD MILLION)
• TABLE 11. CALL CENTRES MARKET SIZE, BY COMPUTER TELEPHONY INTEGRATION, BY REGION, 2018-2030 (USD MILLION)
• TABLE 12. CALL CENTRES MARKET SIZE, BY INTELLIGENT CALL ROUTING, BY REGION, 2018-2030 (USD MILLION)
• TABLE 13. CALL CENTRES MARKET SIZE, BY INTELLIGENT VIRTUAL ASSISTANTS, BY REGION, 2018-2030 (USD MILLION)
• TABLE 14. CALL CENTRES MARKET SIZE, BY INTERACTIVE VOICE RESPONSE, BY REGION, 2018-2030 (USD MILLION)
• TABLE 15. CALL CENTRES MARKET SIZE, BY REPORTING & ANALYTICS, BY REGION, 2018-2030 (USD MILLION)
• TABLE 16. CALL CENTRES MARKET SIZE, BY SUPPORT & MAINTENANCE, BY REGION, 2018-2030 (USD MILLION)
• TABLE 17. CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 18. CALL CENTRES MARKET SIZE, BY CLOUD-BASED CALL CENTERS, BY REGION, 2018-2030 (USD MILLION)
• TABLE 19. CALL CENTRES MARKET SIZE, BY HYBRID CALL CENTERS, BY REGION, 2018-2030 (USD MILLION)
• TABLE 20. CALL CENTRES MARKET SIZE, BY ON-PREMISE CALL CENTERS, BY REGION, 2018-2030 (USD MILLION)
• TABLE 21. CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 22. CALL CENTRES MARKET SIZE, BY BFSI, BY REGION, 2018-2030 (USD MILLION)
• TABLE 23. CALL CENTRES MARKET SIZE, BY GOVERNMENT, BY REGION, 2018-2030 (USD MILLION)
• TABLE 24. CALL CENTRES MARKET SIZE, BY HEALTHCARE, BY REGION, 2018-2030 (USD MILLION)
• TABLE 25. CALL CENTRES MARKET SIZE, BY IT & TELECOM, BY REGION, 2018-2030 (USD MILLION)
• TABLE 26. CALL CENTRES MARKET SIZE, BY MEDIA & ENTERTAINMENT, BY REGION, 2018-2030 (USD MILLION)
• TABLE 27. CALL CENTRES MARKET SIZE, BY RETAIL & CONSUMER GOODS, BY REGION, 2018-2030 (USD MILLION)
• TABLE 28. CALL CENTRES MARKET SIZE, BY TRAVEL & HOSPITALITY, BY REGION, 2018-2030 (USD MILLION)
• TABLE 29. AMERICAS CALL CENTRES MARKET SIZE, BY COUNTRY, 2018-2030 (USD MILLION)
• TABLE 30. AMERICAS CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 31. AMERICAS CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 32. AMERICAS CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 33. AMERICAS CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 34. ARGENTINA CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 35. ARGENTINA CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 36. ARGENTINA CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 37. ARGENTINA CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 38. BRAZIL CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 39. BRAZIL CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 40. BRAZIL CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 41. BRAZIL CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 42. CANADA CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 43. CANADA CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 44. CANADA CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 45. CANADA CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 46. MEXICO CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 47. MEXICO CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 48. MEXICO CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 49. MEXICO CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 50. UNITED STATES CALL CENTRES MARKET SIZE, BY STATE, 2018-2030 (USD MILLION)
• TABLE 51. UNITED STATES CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 52. UNITED STATES CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 53. UNITED STATES CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 54. UNITED STATES CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 55. ASIA-PACIFIC CALL CENTRES MARKET SIZE, BY COUNTRY, 2018-2030 (USD MILLION)
• TABLE 56. ASIA-PACIFIC CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 57. ASIA-PACIFIC CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 58. ASIA-PACIFIC CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 59. ASIA-PACIFIC CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 60. AUSTRALIA CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 61. AUSTRALIA CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 62. AUSTRALIA CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 63. AUSTRALIA CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 64. CHINA CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 65. CHINA CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 66. CHINA CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 67. CHINA CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 68. INDIA CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 69. INDIA CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 70. INDIA CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 71. INDIA CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 72. INDONESIA CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 73. INDONESIA CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 74. INDONESIA CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 75. INDONESIA CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 76. JAPAN CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 77. JAPAN CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 78. JAPAN CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 79. JAPAN CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 80. MALAYSIA CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 81. MALAYSIA CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 82. MALAYSIA CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 83. MALAYSIA CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 84. PHILIPPINES CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 85. PHILIPPINES CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 86. PHILIPPINES CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 87. PHILIPPINES CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 88. SINGAPORE CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 89. SINGAPORE CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 90. SINGAPORE CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 91. SINGAPORE CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 92. SOUTH KOREA CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 93. SOUTH KOREA CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 94. SOUTH KOREA CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 95. SOUTH KOREA CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 96. TAIWAN CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 97. TAIWAN CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 98. TAIWAN CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 99. TAIWAN CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 100. THAILAND CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 101. THAILAND CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 102. THAILAND CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 103. THAILAND CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 104. VIETNAM CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 105. VIETNAM CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 106. VIETNAM CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 107. VIETNAM CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 108. EUROPE, MIDDLE EAST & AFRICA CALL CENTRES MARKET SIZE, BY COUNTRY, 2018-2030 (USD MILLION)
• TABLE 109. EUROPE, MIDDLE EAST & AFRICA CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 110. EUROPE, MIDDLE EAST & AFRICA CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 111. EUROPE, MIDDLE EAST & AFRICA CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 112. EUROPE, MIDDLE EAST & AFRICA CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 113. DENMARK CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 114. DENMARK CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 115. DENMARK CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 116. DENMARK CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 117. EGYPT CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 118. EGYPT CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 119. EGYPT CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 120. EGYPT CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 121. FINLAND CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 122. FINLAND CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 123. FINLAND CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 124. FINLAND CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 125. FRANCE CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 126. FRANCE CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 127. FRANCE CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 128. FRANCE CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 129. GERMANY CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 130. GERMANY CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 131. GERMANY CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 132. GERMANY CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 133. ISRAEL CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 134. ISRAEL CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 135. ISRAEL CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 136. ISRAEL CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 137. ITALY CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 138. ITALY CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 139. ITALY CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 140. ITALY CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 141. NETHERLANDS CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 142. NETHERLANDS CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 143. NETHERLANDS CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 144. NETHERLANDS CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 145. NIGERIA CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 146. NIGERIA CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 147. NIGERIA CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 148. NIGERIA CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 149. NORWAY CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 150. NORWAY CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 151. NORWAY CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 152. NORWAY CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 153. POLAND CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 154. POLAND CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 155. POLAND CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 156. POLAND CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 157. QATAR CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 158. QATAR CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 159. QATAR CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 160. QATAR CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 161. RUSSIA CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 162. RUSSIA CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 163. RUSSIA CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 164. RUSSIA CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 165. SAUDI ARABIA CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 166. SAUDI ARABIA CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 167. SAUDI ARABIA CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 168. SAUDI ARABIA CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 169. SOUTH AFRICA CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 170. SOUTH AFRICA CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 171. SOUTH AFRICA CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 172. SOUTH AFRICA CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 173. SPAIN CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 174. SPAIN CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 175. SPAIN CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 176. SPAIN CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 177. SWEDEN CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 178. SWEDEN CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 179. SWEDEN CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 180. SWEDEN CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 181. SWITZERLAND CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 182. SWITZERLAND CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 183. SWITZERLAND CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 184. SWITZERLAND CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 185. TURKEY CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 186. TURKEY CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 187. TURKEY CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 188. TURKEY CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 189. UNITED ARAB EMIRATES CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 190. UNITED ARAB EMIRATES CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 191. UNITED ARAB EMIRATES CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 192. UNITED ARAB EMIRATES CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 193. UNITED KINGDOM CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 194. UNITED KINGDOM CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 195. UNITED KINGDOM CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 196. UNITED KINGDOM CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 197. CALL CENTRES MARKET, FPNV POSITIONING MATRIX, 2022
• TABLE 198. CALL CENTRES MARKET SHARE, BY KEY PLAYER, 2022
• TABLE 199. CALL CENTRES MARKET LICENSE & PRICING

The Global Call Centres Market is forecasted to grow significantly, with a projected USD 27.32 billion in 2023 at a CAGR of 8.17% and expected to reach a staggering USD 47.57 billion by 2030.

The Cumulative Impact of COVID-19, the Russia-Ukraine Conflict, and High Inflation is expected to have significant long-term effects on the Global Call Centres Market. The ongoing research considers the changes in consumer behavior, supply chain disruptions, and government interventions caused by the pandemic. Similarly, the report considers the ongoing political and economic uncertainty in Eastern Europe caused by the Russia-Ukraine Conflict and its potential implications for demand-supply balances, pressure on pricing variants, and import/export and trading. Additionally, the report addresses the impact of High Inflation on the global economy and details fiscal policies measuring and reducing its effects on demand, supply, cash flow, and currency exchange.

Market Segmentation & Coverage:

This research report categorizes the Global Call Centres Market in order to forecast the revenues and analyze trends in each of following sub-markets:

Based on Component, market is studied across Consulting & Training, Integration & Deployment, Solutions, and Support & Maintenance. The Solutions is further studied across Automatic Call Distributors, Call Center Workforce Optimization, Computer Telephony Integration, Intelligent Call Routing, Intelligent Virtual Assistants, Interactive Voice Response, and Reporting & Analytics. The Support & Maintenance is projected to witness significant market share during forecast period.

Based on Deployment, market is studied across Cloud-Based Call Centers, Hybrid Call Centers, and On-Premise Call Centers. The Cloud-Based Call Centers is projected to witness significant market share during forecast period.

Based on Vertical, market is studied across BFSI, Government, Healthcare, IT & Telecom, Media & Entertainment, Retail & Consumer Goods, and Travel & Hospitality. The Retail & Consumer Goods is projected to witness significant market share during forecast period.

Based on Region, market is studied across Americas, Asia-Pacific, and Europe, Middle East & Africa. The Americas is further studied across Argentina, Brazil, Canada, Mexico, and United States. The United States is further studied across California, Florida, Illinois, New York, Ohio, Pennsylvania, and Texas. The Asia-Pacific is further studied across Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam. The Europe, Middle East & Africa is further studied across Denmark, Egypt, Finland, France, Germany, Israel, Italy, Netherlands, Nigeria, Norway, Poland, Qatar, Russia, Saudi Arabia, South Africa, Spain, Sweden, Switzerland, Turkey, United Arab Emirates, and United Kingdom. The Americas commanded largest market share of 38.75% in 2022, followed by Europe, Middle East & Africa.

Market Statistics:

The report provides market sizing and forecasts across 7 major currencies - USD, EUR, JPY, GBP, AUD, CAD, and CHF; multiple currency support helps organization leaders to make well-informed decisions. In this report, 2018 to 2021 are considered as historical years, 2022 is base year, 2023 is estimated year, and years from 2024 to 2030 are considered as forecast period.

FPNV Positioning Matrix:

The FPNV Positioning Matrix is essential for assessing the Global Call Centres Market. It provides a comprehensive evaluation of vendors by examining key metrics within Business Strategy and Product Satisfaction, allowing users to make informed decisions based on their specific needs. This advanced analysis then organizes these vendors into four distinct quadrants, which represent varying levels of success: Forefront (F), Pathfinder (P), Niche (N), or Vital(V).

Market Share Analysis:

The Market Share Analysis offers an insightful look at the current state of vendors in a particular market space. By comparing vendor contributions to overall revenue, customer base, and other key metrics, we can give companies a greater understanding of their performance and what they are up against when competing for market share. The analysis also sheds light on just how competitive any given sector is about accumulation, fragmentation dominance, and amalgamation traits over the base year period studied.

The report provides insights on the following pointers:

1. Market Penetration: Provides comprehensive information on the market offered by the key players

2. Market Development: Provides in-depth information about lucrative emerging markets and analyzes penetration across mature segments of the markets

3. Market Diversification: Provides detailed information about new product launches, untapped geographies, recent developments, and investments

4. Market Trends: Provides comprehensive understanding of the Cumulative Impact of COVID-19, the Russia-Ukraine Conflict, and the High Inflation

5. Competitive Assessment & Intelligence: Provides an exhaustive assessment of market shares, strategies, products, certification, regulatory approvals, patent landscape, and manufacturing capabilities of the leading players

6. Product Development & Innovation: Provides intelligent insights on future technologies, R&D activities, and breakthrough product developments

The report answers questions such as:

1. What is the market size and forecast of the Global Call Centres Market?

2. What are the inhibiting factors and impact of COVID-19 shaping the Global Call Centres Market during the forecast period?

3. Which are the products/segments/applications/areas to invest in over the forecast period in the Global Call Centres Market?

4. What is the competitive strategic window for opportunities in the Global Call Centres Market?

5. What are the technology trends and regulatory frameworks in the Global Call Centres Market?

6. What is the market share of the leading vendors in the Global Call Centres Market?

7. What modes and strategic moves are considered suitable for entering the Global Call Centres Market?

Table of Contents

1. Preface

• 1.1. Objectives of the Study
• 1.2. Market Segmentation & Coverage
• 1.3. Years Considered for the Study
• 1.4. Currency & Pricing
• 1.5. Language
• 1.6. Limitations
• 1.7. Assumptions
• 1.8. Stakeholders

2. Research Methodology

• 2.1. Define: Research Objective
• 2.2. Determine: Research Design
• 2.3. Prepare: Research Instrument
• 2.4. Collect: Data Source
• 2.5. Analyze: Data Interpretation
• 2.6. Formulate: Data Verification
• 2.7. Publish: Research Report
• 2.8. Repeat: Report Update

3. Executive Summary

4. Market Overview

• 4.1. Introduction
• 4.2. Call Centres Market, by Component, 2022 vs 2030
• 4.3. Call Centres Market, by Deployment, 2022 vs 2030
• 4.4. Call Centres Market, by Vertical, 2022 vs 2030
• 4.5. Call Centres Market, by Region, 2022 vs 2030

5. Market Insights

• 5.1. Market Dynamics
  • 5.1.1. Drivers
    • 5.1.1.1. Growing focus of companies on providing better services to the customers
    • 5.1.1.2. The increasing use of RPA in call centers
    • 5.1.1.3. Significant increase in the importance of self service
  • 5.1.2. Restraints
    • 5.1.2.1. Involvement of various complexities in the processes of call centre
  • 5.1.3. Opportunities
    • 5.1.3.1. Increased productivity with the introduction of artificial intelligence
    • 5.1.3.2. Continuous reshaping of call centres due to introduction of cloud communication
  • 5.1.4. Challenges
    • 5.1.4.1. Call centres and the regulatory environment
• 5.2. Market Trends
• 5.3. Cumulative Impact of COVID-19
• 5.4. Cumulative Impact of Russia-Ukraine Conflict
• 5.5. Cumulative Impact of High Inflation
• 5.6. Porter's Five Forces Analysis
  • 5.6.1. Threat of New Entrants
  • 5.6.2. Threat of Substitutes
  • 5.6.3. Bargaining Power of Customers
  • 5.6.4. Bargaining Power of Suppliers
  • 5.6.5. Industry Rivalry
• 5.7. Value Chain & Critical Path Analysis
• 5.8. Regulatory Framework
• 5.9. Client Customization

6. Call Centres Market, by Component

• 6.1. Introduction
• 6.2. Consulting & Training
• 6.3. Integration & Deployment
• 6.4. Solutions
  • 6.4.1. Automatic Call Distributors
  • 6.4.2. Call Center Workforce Optimization
  • 6.4.3. Computer Telephony Integration
  • 6.4.4. Intelligent Call Routing
  • 6.4.5. Intelligent Virtual Assistants
  • 6.4.6. Interactive Voice Response
  • 6.4.7. Reporting & Analytics
• 6.5. Support & Maintenance

7. Call Centres Market, by Deployment

• 7.1. Introduction
• 7.2. Cloud-Based Call Centers
• 7.3. Hybrid Call Centers
• 7.4. On-Premise Call Centers

8. Call Centres Market, by Vertical

• 8.1. Introduction
• 8.2. BFSI
• 8.3. Government
• 8.4. Healthcare
• 8.5. IT & Telecom
• 8.6. Media & Entertainment
• 8.7. Retail & Consumer Goods
• 8.8. Travel & Hospitality

9. Americas Call Centres Market

• 9.1. Introduction
• 9.2. Argentina
• 9.3. Brazil
• 9.4. Canada
• 9.5. Mexico
• 9.6. United States

10. Asia-Pacific Call Centres Market

• 10.1. Introduction
• 10.2. Australia
• 10.3. China
• 10.4. India
• 10.5. Indonesia
• 10.6. Japan
• 10.7. Malaysia
• 10.8. Philippines
• 10.9. Singapore
• 10.10. South Korea
• 10.11. Taiwan
• 10.12. Thailand
• 10.13. Vietnam

11. Europe, Middle East & Africa Call Centres Market

• 11.1. Introduction
• 11.2. Denmark
• 11.3. Egypt
• 11.4. Finland
• 11.5. France
• 11.6. Germany
• 11.7. Israel
• 11.8. Italy
• 11.9. Netherlands
• 11.10. Nigeria
• 11.11. Norway
• 11.12. Poland
• 11.13. Qatar
• 11.14. Russia
• 11.15. Saudi Arabia
• 11.16. South Africa
• 11.17. Spain
• 11.18. Sweden
• 11.19. Switzerland
• 11.20. Turkey
• 11.21. United Arab Emirates
• 11.22. United Kingdom

12. Competitive Landscape

• 12.1. FPNV Positioning Matrix
• 12.2. Market Share Analysis, By Key Player
• 12.3. Competitive Scenario Analysis, By Key Player

13. List of Company Mentioned

14. Appendix

• 14.1. Discussion Guide
• 14.2. License & Pricing