コールセンター市場：コンポーネント別、展開別、業界別-2025-2030年の世界予測

コールセンター市場の2023年の市場規模は273億2,000万米ドルで、2024年には294億4,000万米ドルに達すると予測され、CAGR 8.24％で成長し、2030年には475億7,000万米ドルに達すると予測されています。

コールセンターの文脈では、さまざまなコミュニケーションチャネルを通じて顧客とのインタラクション、サポート、満足度を向上させることに焦点を当てた幅広い業務と技術が対象範囲に含まれます。インバウンド、アウトバウンドコミュニケーションに焦点をあてた活動によって定義されるコールセンターは、様々な業界のカスタマーサービス、テクニカルサポート、テレマーケティング、情報照会に不可欠です。コールセンターの必要性は、顧客との対話の最前線としての役割にあり、顧客維持、ロイヤルティ、そして全体的な顧客体験において重要な役割を果たします。消費者の期待や技術が進化する中、AIを駆使したチャットボット、クラウドベースのシステム、分析ソフトウェアなどの革新的なソリューションを適用することで、業務効率を高め、顧客との対話をパーソナライズし、価値あるインサイトを提供することができます。コールセンターサービスの主要市場には、BFSI、ヘルスケア、観光、小売、eコマースなどが含まれます。この市場に影響を与える成長要因には、技術の進歩、アウトソーシング需要の高まり、顧客体験管理への注目の高まりなどがあります。新たなビジネスチャンスは、AIと機械学習アプリケーション、パーソナライズされた顧客対応の提供、効率と満足度を向上させる定型的な問い合わせの自動化にあります。企業は、拡張性と柔軟性のためにクラウド・ソリューションに投資する一方で、ユーザー・エクスペリエンスを再定義するためにAIを探求すべきです。しかし、データ・セキュリティの懸念、規制への対応、デジタルシフトにおける人材管理などの課題を克服しなければならないです。イノベーションは、オムニチャネル・ソリューションの統合、データ分析能力の向上、リモートワークの実現に焦点を当てるべきです。企業は競争優位性を獲得するために、顧客行動分析、音声認識技術、シームレスなマルチチャネル統合の研究開発を優先すべきです。コールセンター市場はダイナミックであり、技術動向とともに継続的に進化し、適応力と革新力によって繁栄しているため、持続的な成長と競争力を高めるためには、消費者の期待と技術の進歩を理解することが重要です。

市場力学：急速に進化するコールセンター市場の主要市場インサイトを公開

コールセンター市場は、需要と供給のダイナミックな相互作用によって変貌を遂げています。このような市場力学の進化を理解することで、企業は十分な情報に基づいた投資決定、戦略的決定の精緻化、そして新たなビジネスチャンスの獲得に備えることができます。これらの動向を包括的に把握することで、企業は政治的、地理的、技術的、社会的、経済的な領域にわたる様々なリスクを軽減することができ、また、消費者行動とそれが製造コストや購買動向に与える影響をより明確に理解することができます。

• 市場促進要因
  • 顧客により良いサービスを提供することへの企業の関心の高まり
  • コールセンターにおけるRPA利用の増加
  • セルフサービスの重要性の大幅な増加
• 市場抑制要因
  • コールセンターのプロセスにおける様々な複雑性の関与
• 市場機会
  • 人工知能の導入による生産性の向上
  • クラウド通信の導入によるコールセンターの継続的な再構築
• 市場の課題
  • コールセンターと規制環境

ポーターの5つの力：コールセンター市場をナビゲートする戦略ツール

ポーターの5つの力フレームワークは、コールセンター市場の競合情勢を理解するための重要なツールです。ポーターのファイブフォース・フレームワークは、企業の競争力を評価し、戦略的機会を探るための明確な手法を提供します。このフレームワークは、企業が市場内の勢力図を評価し、新規事業の収益性を判断するのに役立ちます。これらの洞察により、企業は自社の強みを活かし、弱みに対処し、潜在的な課題を回避することができ、より強靭な市場でのポジショニングを確保することができます。

PESTLE分析：コールセンター市場における外部からの影響の把握

外部マクロ環境要因は、コールセンター市場の業績ダイナミクスを形成する上で極めて重要な役割を果たします。政治的、経済的、社会的、技術的、法的、環境的要因の分析は、これらの影響をナビゲートするために必要な情報を提供します。PESTLE要因を調査することで、企業は潜在的なリスクと機会をよりよく理解することができます。この分析により、企業は規制、消費者の嗜好、経済動向の変化を予測し、先を見越した積極的な意思決定を行う準備ができます。

市場シェア分析コールセンター市場における競合情勢の把握

コールセンター市場の詳細な市場シェア分析により、ベンダーの業績を包括的に評価することができます。企業は、収益、顧客ベース、成長率などの主要指標を比較することで、競争上のポジショニングを明らかにすることができます。この分析により、市場の集中、断片化、統合の動向が明らかになり、ベンダーは競争が激化する中で自社の地位を高める戦略的意思決定を行うために必要な知見を得ることができます。

FPNVポジショニング・マトリックスコールセンター市場におけるベンダーのパフォーマンス評価

FPNVポジショニングマトリックスは、コールセンター市場においてベンダーを評価するための重要なツールです。このマトリックスにより、ビジネス組織はベンダーのビジネス戦略と製品満足度に基づき評価することで、目標に沿った十分な情報に基づいた意思決定を行うことができます。4つの象限によってベンダーを明確かつ正確にセグメント化し、戦略目標に最適なパートナーやソリューションを特定することができます。

戦略分析と推奨コールセンター市場における成功への道筋を描く

コールセンター市場の戦略分析は、世界市場でのプレゼンス強化を目指す企業にとって不可欠です。主要なリソース、能力、業績指標を見直すことで、企業は成長機会を特定し、改善に取り組むことができます。このアプローチにより、競合情勢における課題を克服し、新たなビジネスチャンスを活かして長期的な成功を収めるための体制を整えることができます。

本レポートでは、主要な注目分野を網羅した市場の包括的な分析を提供しています：

1.市場の浸透度：現在の市場環境の詳細なレビュー、主要企業による広範なデータ、市場でのリーチと全体的な影響力の評価。

2.市場の開拓度：新興市場における成長機会を特定し、既存分野における拡大可能性を評価し、将来の成長に向けた戦略的ロードマップを提供します。

3.市場の多様化：最近の製品発売、未開拓の地域、業界の主要な進歩、市場を形成する戦略的投資を分析します。

4.競合の評価と情報：競合情勢を徹底的に分析し、市場シェア、事業戦略、製品ポートフォリオ、認証、規制当局の承認、特許動向、主要企業の技術進歩などを検証します。

5.製品開発およびイノベーション：将来の市場成長を促進すると期待される最先端技術、研究開発活動、製品イノベーションをハイライトしています。

また、利害関係者が十分な情報を得た上で意思決定できるよう、重要な質問にも答えています：

1.現在の市場規模と今後の成長予測は？

2.最高の投資機会を提供する製品、セグメント、地域はどこか？

3.市場を形成する主な技術動向と規制の影響とは？

4.主要ベンダーの市場シェアと競合ポジションは？

5.ベンダーの市場参入・撤退戦略の原動力となる収益源と戦略的機会は何か？

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
    • 顧客へのより良いサービスの提供に企業がますます重点を置くようになっている
    • コールセンターにおけるRPAの利用増加
    • 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おけるさまざまな複雑さの関与
  • 機会
    • 人工知能のイントロダクションよる生産性の向上
    • クラウド通信のイントロダクションよるコールセンターの継続的な再形成
  • 課題
    • コールセンターと規制環境
• 市場セグメンテーション分析
• ポーターのファイブフォース分析
• PESTEL分析
  • 政治的
  • 経済
  • 社交
  • 技術的
  • 法律上
  • 環境

第6章 コールセンター市場：コンポーネント別

• コンサルティングとトレーニング
• 統合と展開
• ソリューション
  • 自動コールディストリビュータ
  • コールセンターの労働力の最適化
  • コンピュータテレフォニー統合
  • 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
  • インタラクティブ音声応答
  • 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

• クラウドベースのコールセンター
• 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：業界別

• BFSI
• 政府
• ヘルスケア
• ITおよび通信
• メディアとエンターテイメント
• 小売・消費財
• 旅行・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

• 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

• 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

• 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

• 市場シェア分析2023
• FPNVポジショニングマトリックス, 2023
• 競合シナリオ分析
• 戦略分析と提言

企業一覧

• Alliance Data Systems Inc.
• Alorica Inc.
• ATOS SE
• BT PLC
• Concentrix
• Entel Call Center S.A.
• EXL Service Holding Inc.
• Genpact Limited
• HCL BPO Services NI Ltd.
• IBEX Global Solutions PLC
• International Business Machines Corporation
• Plusoft Informatica Ltd.
• Sitel Group
• Tata Consultancy Services Ltd.
• Teleperformance SE
• TTEC Holdings Inc.
• Wipro Ltd.

LIST OF FIGURES

• FIGURE 1. CALL CENTRES MARKET RESEARCH PROCESS
• FIGURE 2. CALL CENTRES MARKET SIZE, 2023 VS 2030
• FIGURE 3. GLOBAL CALL CENTRES MARKET SIZE, 2018-2030 (USD MILLION)
• FIGURE 4. GLOBAL CALL CENTRES MARKET SIZE, BY REGION, 2023 VS 2024 VS 2030 (USD MILLION)
• FIGURE 5. GLOBAL CALL CENTRES MARKET SIZE, BY COUNTRY, 2023 VS 2024 VS 2030 (USD MILLION)
• FIGURE 6. GLOBAL CALL CENTRES MARKET SIZE, BY COMPONENT, 2023 VS 2030 (%)
• FIGURE 7. GLOBAL CALL CENTRES MARKET SIZE, BY COMPONENT, 2023 VS 2024 VS 2030 (USD MILLION)
• FIGURE 8. GLOBAL CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2023 VS 2030 (%)
• FIGURE 9. GLOBAL CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2023 VS 2024 VS 2030 (USD MILLION)
• FIGURE 10. GLOBAL CALL CENTRES MARKET SIZE, BY VERTICAL, 2023 VS 2030 (%)
• FIGURE 11. GLOBAL CALL CENTRES MARKET SIZE, BY VERTICAL, 2023 VS 2024 VS 2030 (USD MILLION)
• FIGURE 12. AMERICAS CALL CENTRES MARKET SIZE, BY COUNTRY, 2023 VS 2030 (%)
• FIGURE 13. AMERICAS CALL CENTRES MARKET SIZE, BY COUNTRY, 2023 VS 2024 VS 2030 (USD MILLION)
• FIGURE 14. UNITED STATES CALL CENTRES MARKET SIZE, BY STATE, 2023 VS 2030 (%)
• FIGURE 15. UNITED STATES CALL CENTRES MARKET SIZE, BY STATE, 2023 VS 2024 VS 2030 (USD MILLION)
• FIGURE 16. ASIA-PACIFIC CALL CENTRES MARKET SIZE, BY COUNTRY, 2023 VS 2030 (%)
• FIGURE 17. ASIA-PACIFIC CALL CENTRES MARKET SIZE, BY COUNTRY, 2023 VS 2024 VS 2030 (USD MILLION)
• FIGURE 18. EUROPE, MIDDLE EAST & AFRICA CALL CENTRES MARKET SIZE, BY COUNTRY, 2023 VS 2030 (%)
• FIGURE 19. EUROPE, MIDDLE EAST & AFRICA CALL CENTRES MARKET SIZE, BY COUNTRY, 2023 VS 2024 VS 2030 (USD MILLION)
• FIGURE 20. CALL CENTRES MARKET SHARE, BY KEY PLAYER, 2023
• FIGURE 21. CALL CENTRES MARKET, FPNV POSITIONING MATRIX, 2023

LIST OF TABLES

• TABLE 1. CALL CENTRES MARKET SEGMENTATION & COVERAGE
• TABLE 2. UNITED STATES DOLLAR EXCHANGE RATE, 2018-2023
• TABLE 3. GLOBAL CALL CENTRES MARKET SIZE, 2018-2030 (USD MILLION)
• TABLE 4. GLOBAL CALL CENTRES MARKET SIZE, BY REGION, 2018-2030 (USD MILLION)
• TABLE 5. GLOBAL CALL CENTRES MARKET SIZE, BY COUNTRY, 2018-2030 (USD MILLION)
• TABLE 6. CALL CENTRES MARKET DYNAMICS
• TABLE 7. GLOBAL CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 8. GLOBAL CALL CENTRES MARKET SIZE, BY CONSULTING & TRAINING, BY REGION, 2018-2030 (USD MILLION)
• TABLE 9. GLOBAL CALL CENTRES MARKET SIZE, BY INTEGRATION & DEPLOYMENT, BY REGION, 2018-2030 (USD MILLION)
• TABLE 10. GLOBAL CALL CENTRES MARKET SIZE, BY SOLUTIONS, BY REGION, 2018-2030 (USD MILLION)
• TABLE 11. GLOBAL CALL CENTRES MARKET SIZE, BY AUTOMATIC CALL DISTRIBUTORS, BY REGION, 2018-2030 (USD MILLION)
• TABLE 12. GLOBAL CALL CENTRES MARKET SIZE, BY CALL CENTER WORKFORCE OPTIMIZATION, BY REGION, 2018-2030 (USD MILLION)
• TABLE 13. GLOBAL CALL CENTRES MARKET SIZE, BY COMPUTER TELEPHONY INTEGRATION, BY REGION, 2018-2030 (USD MILLION)
• TABLE 14. GLOBAL CALL CENTRES MARKET SIZE, BY INTELLIGENT CALL ROUTING, BY REGION, 2018-2030 (USD MILLION)
• TABLE 15. GLOBAL CALL CENTRES MARKET SIZE, BY INTELLIGENT VIRTUAL ASSISTANTS, BY REGION, 2018-2030 (USD MILLION)
• TABLE 16. GLOBAL CALL CENTRES MARKET SIZE, BY INTERACTIVE VOICE RESPONSE, BY REGION, 2018-2030 (USD MILLION)
• TABLE 17. GLOBAL CALL CENTRES MARKET SIZE, BY REPORTING & ANALYTICS, BY REGION, 2018-2030 (USD MILLION)
• TABLE 18. GLOBAL CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 19. GLOBAL CALL CENTRES MARKET SIZE, BY SUPPORT & MAINTENANCE, BY REGION, 2018-2030 (USD MILLION)
• TABLE 20. GLOBAL CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 21. GLOBAL CALL CENTRES MARKET SIZE, BY CLOUD-BASED CALL CENTERS, BY REGION, 2018-2030 (USD MILLION)
• TABLE 22. GLOBAL CALL CENTRES MARKET SIZE, BY HYBRID CALL CENTERS, BY REGION, 2018-2030 (USD MILLION)
• TABLE 23. GLOBAL CALL CENTRES MARKET SIZE, BY ON-PREMISE CALL CENTERS, BY REGION, 2018-2030 (USD MILLION)
• TABLE 24. GLOBAL CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 25. GLOBAL CALL CENTRES MARKET SIZE, BY BFSI, BY REGION, 2018-2030 (USD MILLION)
• TABLE 26. GLOBAL CALL CENTRES MARKET SIZE, BY GOVERNMENT, BY REGION, 2018-2030 (USD MILLION)
• TABLE 27. GLOBAL CALL CENTRES MARKET SIZE, BY HEALTHCARE, BY REGION, 2018-2030 (USD MILLION)
• TABLE 28. GLOBAL CALL CENTRES MARKET SIZE, BY IT & TELECOM, BY REGION, 2018-2030 (USD MILLION)
• TABLE 29. GLOBAL CALL CENTRES MARKET SIZE, BY MEDIA & ENTERTAINMENT, BY REGION, 2018-2030 (USD MILLION)
• TABLE 30. GLOBAL CALL CENTRES MARKET SIZE, BY RETAIL & CONSUMER GOODS, BY REGION, 2018-2030 (USD MILLION)
• TABLE 31. GLOBAL CALL CENTRES MARKET SIZE, BY TRAVEL & HOSPITALITY, BY REGION, 2018-2030 (USD MILLION)
• TABLE 32. AMERICAS CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 33. AMERICAS CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 34. AMERICAS CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 35. AMERICAS CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 36. AMERICAS CALL CENTRES MARKET SIZE, BY COUNTRY, 2018-2030 (USD MILLION)
• TABLE 37. ARGENTINA CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 38. ARGENTINA CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 39. ARGENTINA CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 40. ARGENTINA CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 41. BRAZIL CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 42. BRAZIL CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 43. BRAZIL CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 44. BRAZIL CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 45. CANADA CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 46. CANADA CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 47. CANADA CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 48. CANADA CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 49. MEXICO CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 50. MEXICO CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 51. MEXICO CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 52. MEXICO CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 53. UNITED STATES CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 54. UNITED STATES CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 55. UNITED STATES CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 56. UNITED STATES CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 57. UNITED STATES CALL CENTRES MARKET SIZE, BY STATE, 2018-2030 (USD MILLION)
• TABLE 58. ASIA-PACIFIC CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 59. ASIA-PACIFIC CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 60. ASIA-PACIFIC CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 61. ASIA-PACIFIC CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 62. ASIA-PACIFIC CALL CENTRES MARKET SIZE, BY COUNTRY, 2018-2030 (USD MILLION)
• TABLE 63. AUSTRALIA CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 64. AUSTRALIA CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 65. AUSTRALIA CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 66. AUSTRALIA CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 67. CHINA CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 68. CHINA CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 69. CHINA CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 70. CHINA CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 71. INDIA CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 72. INDIA CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 73. INDIA CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 74. INDIA CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 75. INDONESIA CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 76. INDONESIA CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 77. INDONESIA CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 78. INDONESIA CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 79. JAPAN CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 80. JAPAN CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 81. JAPAN CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 82. JAPAN CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 83. MALAYSIA CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 84. MALAYSIA CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 85. MALAYSIA CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 86. MALAYSIA CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 87. PHILIPPINES CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 88. PHILIPPINES CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 89. PHILIPPINES CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 90. PHILIPPINES CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 91. SINGAPORE CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 92. SINGAPORE CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 93. SINGAPORE CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 94. SINGAPORE CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 95. SOUTH KOREA CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 96. SOUTH KOREA CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 97. SOUTH KOREA CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 98. SOUTH KOREA CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 99. TAIWAN CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 100. TAIWAN CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 101. TAIWAN CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 102. TAIWAN CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 103. THAILAND CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 104. THAILAND CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 105. THAILAND CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 106. THAILAND CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 107. VIETNAM CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 108. VIETNAM CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 109. VIETNAM CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 110. VIETNAM CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 111. EUROPE, MIDDLE EAST & AFRICA CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 112. EUROPE, MIDDLE EAST & AFRICA CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 113. EUROPE, MIDDLE EAST & AFRICA CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 114. EUROPE, MIDDLE EAST & AFRICA CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 115. EUROPE, MIDDLE EAST & AFRICA CALL CENTRES MARKET SIZE, BY COUNTRY, 2018-2030 (USD MILLION)
• TABLE 116. DENMARK CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 117. DENMARK CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 118. DENMARK CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 119. DENMARK CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 120. EGYPT CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 121. EGYPT CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 122. EGYPT CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 123. EGYPT CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 124. FINLAND CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 125. FINLAND CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 126. FINLAND CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 127. FINLAND CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 128. FRANCE CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 129. FRANCE CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 130. FRANCE CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 131. FRANCE CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 132. GERMANY CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 133. GERMANY CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 134. GERMANY CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 135. GERMANY CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 136. ISRAEL CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 137. ISRAEL CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 138. ISRAEL CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 139. ISRAEL CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 140. ITALY CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 141. ITALY CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 142. ITALY CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 143. ITALY CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 144. NETHERLANDS CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 145. NETHERLANDS CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 146. NETHERLANDS CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 147. NETHERLANDS CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 148. NIGERIA CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 149. NIGERIA CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 150. NIGERIA CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 151. NIGERIA CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 152. NORWAY CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 153. NORWAY CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 154. NORWAY CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 155. NORWAY CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 156. POLAND CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 157. POLAND CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 158. POLAND CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 159. POLAND CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 160. QATAR CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 161. QATAR CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 162. QATAR CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 163. QATAR CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 164. RUSSIA CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 165. RUSSIA CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 166. RUSSIA CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 167. RUSSIA CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 168. SAUDI ARABIA CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 169. SAUDI ARABIA CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 170. SAUDI ARABIA CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 171. SAUDI ARABIA CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 172. SOUTH AFRICA CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 173. SOUTH AFRICA CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 174. SOUTH AFRICA CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 175. SOUTH AFRICA CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 176. SPAIN CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 177. SPAIN CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 178. SPAIN CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 179. SPAIN CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 180. SWEDEN CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 181. SWEDEN CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 182. SWEDEN CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 183. SWEDEN CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 184. SWITZERLAND CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 185. SWITZERLAND CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 186. SWITZERLAND CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 187. SWITZERLAND CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 188. TURKEY CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 189. TURKEY CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 190. TURKEY CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 191. TURKEY CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 192. UNITED ARAB EMIRATES CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 193. UNITED ARAB EMIRATES CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 194. UNITED ARAB EMIRATES CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 195. UNITED ARAB EMIRATES CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 196. UNITED KINGDOM CALL CENTRES MARKET SIZE, BY COMPONENT, 2018-2030 (USD MILLION)
• TABLE 197. UNITED KINGDOM CALL CENTRES MARKET SIZE, BY SOLUTIONS, 2018-2030 (USD MILLION)
• TABLE 198. UNITED KINGDOM CALL CENTRES MARKET SIZE, BY DEPLOYMENT, 2018-2030 (USD MILLION)
• TABLE 199. UNITED KINGDOM CALL CENTRES MARKET SIZE, BY VERTICAL, 2018-2030 (USD MILLION)
• TABLE 200. CALL CENTRES MARKET SHARE, BY KEY PLAYER, 2023
• TABLE 201. CALL CENTRES MARKET, FPNV POSITIONING MATRIX, 2023

The Call Centres Market was valued at USD 27.32 billion in 2023, expected to reach USD 29.44 billion in 2024, and is projected to grow at a CAGR of 8.24%, to USD 47.57 billion by 2030.

In the context of call centres, the scope encompasses a broad range of operations and technologies focused on enhancing customer interaction, support, and satisfaction through various communication channels. Defined by activities focused on inbound and outbound communication, call centres are integral to customer service, technical support, telemarketing, and information inquiries across numerous industries. The necessity of call centres lies in their role as the frontline of customer interaction, playing a crucial role in customer retention, loyalty, and the overall customer experience. With evolving consumer expectations and technology, applying innovative solutions such as AI-driven chatbots, cloud-based systems, and analytics software enhances operational efficiency, personalizes customer interactions, and provides valuable insights. Key markets for call centre services include BFSI, healthcare, tourism, retail, and e-commerce due to their high customer interaction volumes. Growth factors influencing this market include technological advancements, the rising demand for outsourcing, and the increasing focus on customer experience management. Emerging opportunities lie in AI and machine learning applications, providing personalized customer interactions, and automating routine queries, which improve efficiency and satisfaction. Companies should invest in cloud solutions for scalability and flexibility while exploring AI to redefine user experience. However, one must navigate challenges like data security concerns, regulatory compliance, and managing human resources in a digital shift. Innovations should focus on integrating omnichannel solutions, improving data analytic capabilities, and offering remote working enablement. Businesses should prioritize R&D in customer behaviour analytics, voice recognition technology, and seamless multichannel integration to gain competitive advantages. The call centre market is dynamic, continuously evolving with technological trends, and thriving on its ability to adapt and innovate, making understanding of consumer expectations and technological advances critical for sustained growth and competitive edge.

Market Dynamics: Unveiling Key Market Insights in the Rapidly Evolving Call Centres Market

The Call Centres Market is undergoing transformative changes driven by a dynamic interplay of supply and demand factors. Understanding these evolving market dynamics prepares business organizations to make informed investment decisions, refine strategic decisions, and seize new opportunities. By gaining a comprehensive view of these trends, business organizations can mitigate various risks across political, geographic, technical, social, and economic domains while also gaining a clearer understanding of consumer behavior and its impact on manufacturing costs and purchasing trends.

• Market Drivers
  • Growing focus of companies on providing better services to the customers
  • The increasing use of RPA in call centers
  • Significant increase in the importance of self service
• Market Restraints
  • Involvement of various complexities in the processes of call centre
• Market Opportunities
  • Increased productivity with the introduction of artificial intelligence
  • Continuous reshaping of call centres due to introduction of cloud communication
• Market Challenges
  • Call centres and the regulatory environment

Porter's Five Forces: A Strategic Tool for Navigating the Call Centres Market

Porter's five forces framework is a critical tool for understanding the competitive landscape of the Call Centres Market. It offers business organizations with a clear methodology for evaluating their competitive positioning and exploring strategic opportunities. This framework helps businesses assess the power dynamics within the market and determine the profitability of new ventures. With these insights, business organizations can leverage their strengths, address weaknesses, and avoid potential challenges, ensuring a more resilient market positioning.

PESTLE Analysis: Navigating External Influences in the Call Centres Market

External macro-environmental factors play a pivotal role in shaping the performance dynamics of the Call Centres Market. Political, Economic, Social, Technological, Legal, and Environmental factors analysis provides the necessary information to navigate these influences. By examining PESTLE factors, businesses can better understand potential risks and opportunities. This analysis enables business organizations to anticipate changes in regulations, consumer preferences, and economic trends, ensuring they are prepared to make proactive, forward-thinking decisions.

Market Share Analysis: Understanding the Competitive Landscape in the Call Centres Market

A detailed market share analysis in the Call Centres Market provides a comprehensive assessment of vendors' performance. Companies can identify their competitive positioning by comparing key metrics, including revenue, customer base, and growth rates. This analysis highlights market concentration, fragmentation, and trends in consolidation, offering vendors the insights required to make strategic decisions that enhance their position in an increasingly competitive landscape.

FPNV Positioning Matrix: Evaluating Vendors' Performance in the Call Centres Market

The Forefront, Pathfinder, Niche, Vital (FPNV) Positioning Matrix is a critical tool for evaluating vendors within the Call Centres Market. This matrix enables business organizations to make well-informed decisions that align with their goals by assessing vendors based on their business strategy and product satisfaction. The four quadrants provide a clear and precise segmentation of vendors, helping users identify the right partners and solutions that best fit their strategic objectives.

Strategy Analysis & Recommendation: Charting a Path to Success in the Call Centres Market

A strategic analysis of the Call Centres Market is essential for businesses looking to strengthen their global market presence. By reviewing key resources, capabilities, and performance indicators, business organizations can identify growth opportunities and work toward improvement. This approach helps businesses navigate challenges in the competitive landscape and ensures they are well-positioned to capitalize on newer opportunities and drive long-term success.

Key Company Profiles

The report delves into recent significant developments in the Call Centres Market, highlighting leading vendors and their innovative profiles. These include Alliance Data Systems Inc., Alorica Inc., ATOS SE, BT PLC, Concentrix, Entel Call Center S.A., EXL Service Holding Inc., Genpact Limited, HCL BPO Services NI Ltd., IBEX Global Solutions PLC, International Business Machines Corporation, Plusoft Informatica Ltd., Sitel Group, Tata Consultancy Services Ltd., Teleperformance SE, TTEC Holdings Inc., and Wipro Ltd..

Market Segmentation & Coverage

This research report categorizes the Call Centres Market to forecast the revenues and analyze trends in each of the 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.
• Based on Deployment, market is studied across Cloud-Based Call Centers, Hybrid Call Centers, and On-Premise Call Centers.
• Based on Vertical, market is studied across BFSI, Government, Healthcare, IT & Telecom, Media & Entertainment, Retail & Consumer Goods, and Travel & Hospitality.
• 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 report offers a comprehensive analysis of the market, covering key focus areas:

1. Market Penetration: A detailed review of the current market environment, including extensive data from top industry players, evaluating their market reach and overall influence.

2. Market Development: Identifies growth opportunities in emerging markets and assesses expansion potential in established sectors, providing a strategic roadmap for future growth.

3. Market Diversification: Analyzes recent product launches, untapped geographic regions, major industry advancements, and strategic investments reshaping the market.

4. Competitive Assessment & Intelligence: Provides a thorough analysis of the competitive landscape, examining market share, business strategies, product portfolios, certifications, regulatory approvals, patent trends, and technological advancements of key players.

5. Product Development & Innovation: Highlights cutting-edge technologies, R&D activities, and product innovations expected to drive future market growth.

The report also answers critical questions to aid stakeholders in making informed decisions:

1. What is the current market size, and what is the forecasted growth?

2. Which products, segments, and regions offer the best investment opportunities?

3. What are the key technology trends and regulatory influences shaping the market?

4. How do leading vendors rank in terms of market share and competitive positioning?

5. What revenue sources and strategic opportunities drive vendors' market entry or exit strategies?

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. 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

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 Segmentation Analysis
• 5.3. Porter's Five Forces Analysis
  • 5.3.1. Threat of New Entrants
  • 5.3.2. Threat of Substitutes
  • 5.3.3. Bargaining Power of Customers
  • 5.3.4. Bargaining Power of Suppliers
  • 5.3.5. Industry Rivalry
• 5.4. PESTLE Analysis
  • 5.4.1. Political
  • 5.4.2. Economic
  • 5.4.3. Social
  • 5.4.4. Technological
  • 5.4.5. Legal
  • 5.4.6. Environmental

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. Market Share Analysis, 2023
• 12.2. FPNV Positioning Matrix, 2023
• 12.3. Competitive Scenario Analysis
• 12.4. Strategy Analysis & Recommendation

Companies Mentioned

• 1. Alliance Data Systems Inc.
• 2. Alorica Inc.
• 3. ATOS SE
• 4. BT PLC
• 5. Concentrix
• 6. Entel Call Center S.A.
• 7. EXL Service Holding Inc.
• 8. Genpact Limited
• 9. HCL BPO Services NI Ltd.
• 10. IBEX Global Solutions PLC
• 11. International Business Machines Corporation
• 12. Plusoft Informatica Ltd.
• 13. Sitel Group
• 14. Tata Consultancy Services Ltd.
• 15. Teleperformance SE
• 16. TTEC Holdings Inc.
• 17. Wipro Ltd.