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コールセンターアウトソーシングの世界市場予測（～2028年）：タイプ、サービスタイプ、企業規模、エンドユーザー、地域別の分析

Call Center Outsourcing Market Forecasts to 2028 - Global Analysis by Type, Service Type, Enterprise Size (Large Enterprise and Small & Medium Enterprises ), End User and By Geography

出版日: 2022年10月01日 | 発行: Stratistics Market Research Consulting

| ページ情報: 英文 175+ Pages | 納期: 2～3営業日

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全表示
概要
図表
目次

概要

サンプル依頼リストに入れる

世界のコールセンターアウトソーシングの市場規模は、2022年に981億3,000万米ドルとなり、予測期間中に7.2％のCAGRで拡大し、2028年までに1,489億2,000万米ドルに達すると予測されています。

当レポートでは世界のコールセンターアウトソーシング市場を調査し、市場の促進要因・抑制要因、市場機会、COVID-19の影響、セグメント別の市場分析、競合情勢、主要企業のプロファイルなど、体系的な情報を提供しています。

北米
- 米国
- カナダ
- メキシコ
欧州
- ドイツ
- 英国
- イタリア
- フランス
- スペイン
- その他欧州
アジア太平洋地域
- 日本
- 中国
- インド
- オーストラリア
- ニュージーランド
- 韓国
- その他アジア太平洋地域
南米
- アルゼンチン
- ブラジル
- チリ
- その他南米
中東とアフリカ
- サウジアラビア
- アラブ首長国連邦
- カタール
- 南アフリカ
- その他中東とアフリカ

第10章主な動向

契約、パートナーシップ、コラボレーション、合弁事業
買収と合併
新製品の発売
拡張
その他の主要な戦略

第11章企業プロファイル

Teleperformance SE
Concentrix Corporation
Atento SA
Capgemini SE
Accenture Plc
Sitel Group
Sutherland Global Services, Inc.
Cognizant Technology Solutions Corporation
HCL Technologies
TTEC Holdings, Inc.
Infosys Limited
Wipro Limited
Tata Consultancy Services (TCS)
StarTek Inc.
Tech Mahindra
TaskUs, Inc.
WNS Global Services
Cogent E-Services Limited
Firstsource Solutions Limited
Fusion BPO Services

図表

List of Tables

Table 1 Global Call Center Outsourcing Market Outlook, By Region (2020-2028) ($MN)
Table 2 Global Call Center Outsourcing Market Outlook, By Type (2020-2028) ($MN)
Table 3 Global Call Center Outsourcing Market Outlook, By Inbound Service (2020-2028) ($MN)
Table 4 Global Call Center Outsourcing Market Outlook, By Outbound Service (2020-2028) ($MN)
Table 5 Global Call Center Outsourcing Market Outlook, By Service Type (2020-2028) ($MN)
Table 6 Global Call Center Outsourcing Market Outlook, By Video Support (2020-2028) ($MN)
Table 7 Global Call Center Outsourcing Market Outlook, By Email Support (2020-2028) ($MN)
Table 8 Global Call Center Outsourcing Market Outlook, By Social Media Support (2020-2028) ($MN)
Table 9 Global Call Center Outsourcing Market Outlook, By Chat Support (2020-2028) ($MN)
Table 10 Global Call Center Outsourcing Market Outlook, By Voice Support (2020-2028) ($MN)
Table 11 Global Call Center Outsourcing Market Outlook, By Other Service Types (2020-2028) ($MN)
Table 12 Global Call Center Outsourcing Market Outlook, By Enterprise Size (2020-2028) ($MN)
Table 13 Global Call Center Outsourcing Market Outlook, By Large Enterprise (2020-2028) ($MN)
Table 14 Global Call Center Outsourcing Market Outlook, By Small & Medium Enterprises (SMEs) (2020-2028) ($MN)
Table 15 Global Call Center Outsourcing Market Outlook, By End-user (2020-2028) ($MN)
Table 16 Global Call Center Outsourcing Market Outlook, By Healthcare (2020-2028) ($MN)
Table 17 Global Call Center Outsourcing Market Outlook, By Banking, Financial Services and Insurance (BFSI) (2020-2028) ($MN)
Table 18 Global Call Center Outsourcing Market Outlook, By Retail & E-commerce (2020-2028) ($MN)
Table 19 Global Call Center Outsourcing Market Outlook, By Media & Entertainment (2020-2028) ($MN)
Table 20 Global Call Center Outsourcing Market Outlook, By IT & Telecom (2020-2028) ($MN)
Table 21 Global Call Center Outsourcing Market Outlook, By Transportation (2020-2028) ($MN)
Table 22 Global Call Center Outsourcing Market Outlook, By Energy & Utilities (2020-2028) ($MN)
Table 23 Global Call Center Outsourcing Market Outlook, By Healthcare (2020-2028) ($MN)
Table 24 Global Call Center Outsourcing Market Outlook, By Travel & Hospitality (2020-2028) ($MN)
Table 25 Global Call Center Outsourcing Market Outlook, By Education (2020-2028) ($MN)
Table 26 Global Call Center Outsourcing Market Outlook, By Government and Defence (2020-2028) ($MN)
Table 27 Global Call Center Outsourcing Market Outlook, By Other End Users (2020-2028) ($MN)
Table 28 North America Call Center Outsourcing Market Outlook, By Country (2020-2028) ($MN)
Table 29 North America Call Center Outsourcing Market Outlook, By Type (2020-2028) ($MN)
Table 30 North America Call Center Outsourcing Market Outlook, By Inbound Service (2020-2028) ($MN)
Table 31 North America Call Center Outsourcing Market Outlook, By Outbound Service (2020-2028) ($MN)
Table 32 North America Call Center Outsourcing Market Outlook, By Service Type (2020-2028) ($MN)
Table 33 North America Call Center Outsourcing Market Outlook, By Video Support (2020-2028) ($MN)
Table 34 North America Call Center Outsourcing Market Outlook, By Email Support (2020-2028) ($MN)
Table 35 North America Call Center Outsourcing Market Outlook, By Social Media Support (2020-2028) ($MN)
Table 36 North America Call Center Outsourcing Market Outlook, By Chat Support (2020-2028) ($MN)
Table 37 North America Call Center Outsourcing Market Outlook, By Voice Support (2020-2028) ($MN)
Table 38 North America Call Center Outsourcing Market Outlook, By Other Service Types (2020-2028) ($MN)
Table 39 North America Call Center Outsourcing Market Outlook, By Enterprise Size (2020-2028) ($MN)
Table 40 North America Call Center Outsourcing Market Outlook, By Large Enterprise (2020-2028) ($MN)
Table 41 North America Call Center Outsourcing Market Outlook, By Small & Medium Enterprises (SMEs) (2020-2028) ($MN)
Table 42 North America Call Center Outsourcing Market Outlook, By End-user (2020-2028) ($MN)
Table 43 North America Call Center Outsourcing Market Outlook, By Healthcare (2020-2028) ($MN)
Table 44 North America Call Center Outsourcing Market Outlook, By Banking, Financial Services and Insurance (BFSI) (2020-2028) ($MN)
Table 45 North America Call Center Outsourcing Market Outlook, By Retail & E-commerce (2020-2028) ($MN)
Table 46 North America Call Center Outsourcing Market Outlook, By Media & Entertainment (2020-2028) ($MN)
Table 47 North America Call Center Outsourcing Market Outlook, By IT & Telecom (2020-2028) ($MN)
Table 48 North America Call Center Outsourcing Market Outlook, By Transportation (2020-2028) ($MN)
Table 49 North America Call Center Outsourcing Market Outlook, By Energy & Utilities (2020-2028) ($MN)
Table 50 North America Call Center Outsourcing Market Outlook, By Healthcare (2020-2028) ($MN)
Table 51 North America Call Center Outsourcing Market Outlook, By Travel & Hospitality (2020-2028) ($MN)
Table 52 North America Call Center Outsourcing Market Outlook, By Education (2020-2028) ($MN)
Table 53 North America Call Center Outsourcing Market Outlook, By Government and Defence (2020-2028) ($MN)
Table 54 North America Call Center Outsourcing Market Outlook, By Other End Users (2020-2028) ($MN)
Table 55 Europe Call Center Outsourcing Market Outlook, By Country (2020-2028) ($MN)
Table 56 Europe Call Center Outsourcing Market Outlook, By Type (2020-2028) ($MN)
Table 57 Europe Call Center Outsourcing Market Outlook, By Inbound Service (2020-2028) ($MN)
Table 58 Europe Call Center Outsourcing Market Outlook, By Outbound Service (2020-2028) ($MN)
Table 59 Europe Call Center Outsourcing Market Outlook, By Service Type (2020-2028) ($MN)
Table 60 Europe Call Center Outsourcing Market Outlook, By Video Support (2020-2028) ($MN)
Table 61 Europe Call Center Outsourcing Market Outlook, By Email Support (2020-2028) ($MN)
Table 62 Europe Call Center Outsourcing Market Outlook, By Social Media Support (2020-2028) ($MN)
Table 63 Europe Call Center Outsourcing Market Outlook, By Chat Support (2020-2028) ($MN)
Table 64 Europe Call Center Outsourcing Market Outlook, By Voice Support (2020-2028) ($MN)
Table 65 Europe Call Center Outsourcing Market Outlook, By Other Service Types (2020-2028) ($MN)
Table 66 Europe Call Center Outsourcing Market Outlook, By Enterprise Size (2020-2028) ($MN)
Table 67 Europe Call Center Outsourcing Market Outlook, By Large Enterprise (2020-2028) ($MN)
Table 68 Europe Call Center Outsourcing Market Outlook, By Small & Medium Enterprises (SMEs) (2020-2028) ($MN)
Table 69 Europe Call Center Outsourcing Market Outlook, By End-user (2020-2028) ($MN)
Table 70 Europe Call Center Outsourcing Market Outlook, By Healthcare (2020-2028) ($MN)
Table 71 Europe Call Center Outsourcing Market Outlook, By Banking, Financial Services and Insurance (BFSI) (2020-2028) ($MN)
Table 72 Europe Call Center Outsourcing Market Outlook, By Retail & E-commerce (2020-2028) ($MN)
Table 73 Europe Call Center Outsourcing Market Outlook, By Media & Entertainment (2020-2028) ($MN)
Table 74 Europe Call Center Outsourcing Market Outlook, By IT & Telecom (2020-2028) ($MN)
Table 75 Europe Call Center Outsourcing Market Outlook, By Transportation (2020-2028) ($MN)
Table 76 Europe Call Center Outsourcing Market Outlook, By Energy & Utilities (2020-2028) ($MN)
Table 77 Europe Call Center Outsourcing Market Outlook, By Healthcare (2020-2028) ($MN)
Table 78 Europe Call Center Outsourcing Market Outlook, By Travel & Hospitality (2020-2028) ($MN)
Table 79 Europe Call Center Outsourcing Market Outlook, By Education (2020-2028) ($MN)
Table 80 Europe Call Center Outsourcing Market Outlook, By Government and Defence (2020-2028) ($MN)
Table 81 Europe Call Center Outsourcing Market Outlook, By Other End Users (2020-2028) ($MN)
Table 82 Asia Pacific Call Center Outsourcing Market Outlook, By Country (2020-2028) ($MN)
Table 83 Asia Pacific Call Center Outsourcing Market Outlook, By Type (2020-2028) ($MN)
Table 84 Asia Pacific Call Center Outsourcing Market Outlook, By Inbound Service (2020-2028) ($MN)
Table 85 Asia Pacific Call Center Outsourcing Market Outlook, By Outbound Service (2020-2028) ($MN)
Table 86 Asia Pacific Call Center Outsourcing Market Outlook, By Service Type (2020-2028) ($MN)
Table 87 Asia Pacific Call Center Outsourcing Market Outlook, By Video Support (2020-2028) ($MN)
Table 88 Asia Pacific Call Center Outsourcing Market Outlook, By Email Support (2020-2028) ($MN)
Table 89 Asia Pacific Call Center Outsourcing Market Outlook, By Social Media Support (2020-2028) ($MN)
Table 90 Asia Pacific Call Center Outsourcing Market Outlook, By Chat Support (2020-2028) ($MN)
Table 91 Asia Pacific Call Center Outsourcing Market Outlook, By Voice Support (2020-2028) ($MN)
Table 92 Asia Pacific Call Center Outsourcing Market Outlook, By Other Service Types (2020-2028) ($MN)
Table 93 Asia Pacific Call Center Outsourcing Market Outlook, By Enterprise Size (2020-2028) ($MN)
Table 94 Asia Pacific Call Center Outsourcing Market Outlook, By Large Enterprise (2020-2028) ($MN)
Table 95 Asia Pacific Call Center Outsourcing Market Outlook, By Small & Medium Enterprises (SMEs) (2020-2028) ($MN)
Table 96 Asia Pacific Call Center Outsourcing Market Outlook, By End-user (2020-2028) ($MN)
Table 97 Asia Pacific Call Center Outsourcing Market Outlook, By Healthcare (2020-2028) ($MN)
Table 98 Asia Pacific Call Center Outsourcing Market Outlook, By Banking, Financial Services and Insurance (BFSI) (2020-2028) ($MN)
Table 99 Asia Pacific Call Center Outsourcing Market Outlook, By Retail & E-commerce (2020-2028) ($MN)
Table 100 Asia Pacific Call Center Outsourcing Market Outlook, By Media & Entertainment (2020-2028) ($MN)
Table 101 Asia Pacific Call Center Outsourcing Market Outlook, By IT & Telecom (2020-2028) ($MN)
Table 102 Asia Pacific Call Center Outsourcing Market Outlook, By Transportation (2020-2028) ($MN)
Table 103 Asia Pacific Call Center Outsourcing Market Outlook, By Energy & Utilities (2020-2028) ($MN)
Table 104 Asia Pacific Call Center Outsourcing Market Outlook, By Healthcare (2020-2028) ($MN)
Table 105 Asia Pacific Call Center Outsourcing Market Outlook, By Travel & Hospitality (2020-2028) ($MN)
Table 106 Asia Pacific Call Center Outsourcing Market Outlook, By Education (2020-2028) ($MN)
Table 107 Asia Pacific Call Center Outsourcing Market Outlook, By Government and Defence (2020-2028) ($MN)
Table 108 Asia Pacific Call Center Outsourcing Market Outlook, By Other End Users (2020-2028) ($MN)
Table 109 South America Call Center Outsourcing Market Outlook, By Country (2020-2028) ($MN)
Table 110 South America Call Center Outsourcing Market Outlook, By Type (2020-2028) ($MN)
Table 111 South America Call Center Outsourcing Market Outlook, By Inbound Service (2020-2028) ($MN)
Table 112 South America Call Center Outsourcing Market Outlook, By Outbound Service (2020-2028) ($MN)
Table 113 South America Call Center Outsourcing Market Outlook, By Service Type (2020-2028) ($MN)
Table 114 South America Call Center Outsourcing Market Outlook, By Video Support (2020-2028) ($MN)
Table 115 South America Call Center Outsourcing Market Outlook, By Email Support (2020-2028) ($MN)
Table 116 South America Call Center Outsourcing Market Outlook, By Social Media Support (2020-2028) ($MN)
Table 117 South America Call Center Outsourcing Market Outlook, By Chat Support (2020-2028) ($MN)
Table 118 South America Call Center Outsourcing Market Outlook, By Voice Support (2020-2028) ($MN)
Table 119 South America Call Center Outsourcing Market Outlook, By Other Service Types (2020-2028) ($MN)
Table 120 South America Call Center Outsourcing Market Outlook, By Enterprise Size (2020-2028) ($MN)
Table 121 South America Call Center Outsourcing Market Outlook, By Large Enterprise (2020-2028) ($MN)
Table 122 South America Call Center Outsourcing Market Outlook, By Small & Medium Enterprises (SMEs) (2020-2028) ($MN)
Table 123 South America Call Center Outsourcing Market Outlook, By End-user (2020-2028) ($MN)
Table 124 South America Call Center Outsourcing Market Outlook, By Healthcare (2020-2028) ($MN)
Table 125 South America Call Center Outsourcing Market Outlook, By Banking, Financial Services and Insurance (BFSI) (2020-2028) ($MN)
Table 126 South America Call Center Outsourcing Market Outlook, By Retail & E-commerce (2020-2028) ($MN)
Table 127 South America Call Center Outsourcing Market Outlook, By Media & Entertainment (2020-2028) ($MN)
Table 128 South America Call Center Outsourcing Market Outlook, By IT & Telecom (2020-2028) ($MN)
Table 129 South America Call Center Outsourcing Market Outlook, By Transportation (2020-2028) ($MN)
Table 130 South America Call Center Outsourcing Market Outlook, By Energy & Utilities (2020-2028) ($MN)
Table 131 South America Call Center Outsourcing Market Outlook, By Healthcare (2020-2028) ($MN)
Table 132 South America Call Center Outsourcing Market Outlook, By Travel & Hospitality (2020-2028) ($MN)
Table 133 South America Call Center Outsourcing Market Outlook, By Education (2020-2028) ($MN)
Table 134 South America Call Center Outsourcing Market Outlook, By Government and Defence (2020-2028) ($MN)
Table 135 South America Call Center Outsourcing Market Outlook, By Other End Users (2020-2028) ($MN)
Table 136 Middle East & Africa Call Center Outsourcing Market Outlook, By Country (2020-2028) ($MN)
Table 137 Middle East & Africa Call Center Outsourcing Market Outlook, By Type (2020-2028) ($MN)
Table 138 Middle East & Africa Call Center Outsourcing Market Outlook, By Inbound Service (2020-2028) ($MN)
Table 139 Middle East & Africa Call Center Outsourcing Market Outlook, By Outbound Service (2020-2028) ($MN)
Table 140 Middle East & Africa Call Center Outsourcing Market Outlook, By Service Type (2020-2028) ($MN)
Table 141 Middle East & Africa Call Center Outsourcing Market Outlook, By Video Support (2020-2028) ($MN)
Table 142 Middle East & Africa Call Center Outsourcing Market Outlook, By Email Support (2020-2028) ($MN)
Table 143 Middle East & Africa Call Center Outsourcing Market Outlook, By Social Media Support (2020-2028) ($MN)
Table 144 Middle East & Africa Call Center Outsourcing Market Outlook, By Chat Support (2020-2028) ($MN)
Table 145 Middle East & Africa Call Center Outsourcing Market Outlook, By Voice Support (2020-2028) ($MN)
Table 146 Middle East & Africa Call Center Outsourcing Market Outlook, By Other Service Types (2020-2028) ($MN)
Table 147 Middle East & Africa Call Center Outsourcing Market Outlook, By Enterprise Size (2020-2028) ($MN)
Table 148 Middle East & Africa Call Center Outsourcing Market Outlook, By Large Enterprise (2020-2028) ($MN)
Table 149 Middle East & Africa Call Center Outsourcing Market Outlook, By Small & Medium Enterprises (SMEs) (2020-2028) ($MN)
Table 150 Middle East & Africa Call Center Outsourcing Market Outlook, By End-user (2020-2028) ($MN)
Table 151 Middle East & Africa Call Center Outsourcing Market Outlook, By Healthcare (2020-2028) ($MN)
Table 152 Middle East & Africa Call Center Outsourcing Market Outlook, By Banking, Financial Services and Insurance (BFSI) (2020-2028) ($MN)
Table 153 Middle East & Africa Call Center Outsourcing Market Outlook, By Retail & E-commerce (2020-2028) ($MN)
Table 154 Middle East & Africa Call Center Outsourcing Market Outlook, By Media & Entertainment (2020-2028) ($MN)
Table 155 Middle East & Africa Call Center Outsourcing Market Outlook, By IT & Telecom (2020-2028) ($MN)
Table 156 Middle East & Africa Call Center Outsourcing Market Outlook, By Transportation (2020-2028) ($MN)
Table 157 Middle East & Africa Call Center Outsourcing Market Outlook, By Energy & Utilities (2020-2028) ($MN)
Table 158 Middle East & Africa Call Center Outsourcing Market Outlook, By Healthcare (2020-2028) ($MN)
Table 159 Middle East & Africa Call Center Outsourcing Market Outlook, By Travel & Hospitality (2020-2028) ($MN)
Table 160 Middle East & Africa Call Center Outsourcing Market Outlook, By Education (2020-2028) ($MN)
Table 161 Middle East & Africa Call Center Outsourcing Market Outlook, By Government and Defence (2020-2028) ($MN)
Table 162 Middle East & Africa Call Center Outsourcing Market Outlook, By Other End Users (2020-2028) ($MN)

Product Code: SMRC21873

According to Stratistics MRC, the Global Call Center Outsourcing Market is accounted for $98.13 billion in 2022 and is expected to reach $148.92 billion by 2028 growing at a CAGR of 7.2% during the forecast period. Call centre outsourcing is the practise of contracting out customer service-related tasks to a qualified outside vendor (BPO). The call centre outsourcing sector has seen remarkable expansion over the past 20 years as a result of information technology advancements that allow businesses to more affordably use the services of third-party providers located far away to meet their customer support needs. Outsourced call centre services allow businesses to focus on key tasks like service and product development, sales strategies, and content strategies by saving them a significant amount of time, money, and resources.

According to Microsoft 2018 research, 95% of organizations believe that customer service plays a key role in brand loyalty. In addition, a study by American Express states that 33% of consumers alter their brand preferences owing to poor customer-centric services. In general, personalized customer engagement strategies help to retain an average of 89% of customers, compared to companies without a strategic approach.

Market Dynamics:

Driver:

Demand for Outsourced Services in (BFSI)

Call centre outsourcing businesses have had consistent revenue growth over the years thanks to the widespread demand for outsourced services in the banking, financial services, and insurance sectors. According to the authors of the TMR call centre outsourcing market analysis, the (BFSI) sector's enormous demand potential would likely support steady revenue streams in the years to come. Call centre outsourcing services for payment services, general banking, and loan collection operations have become more popular as a result of recent developments in retail banking in industrialised countries.

Restraint:

The increasing cost of call center outsourcing services

For the business that has outsourced these services, call centre outsourcing helps to lower operational expenses and increase productivity. Vendors also use qualified specialists to complete their work promptly. However, because call centre operators must manage a high volume of consumer calls while sticking to strict scripts, call centre positions are regarded as boring and demanding. Additionally, it is predicted that third-party service providers would deploy cutting-edge tools like speech bots to complete tasks on schedule.

Opportunity:

Cloud Computing Models to Generate New Revenue Streams

According to the analysts of this TMR study on the call centre outsourcing market, the rapid speed of digitalization of business operations in the (BFSI), IT & telecom, and retail & e-commerce in emerging nations has also spurred the evolution. Over time, cloud-based platforms have become increasingly popular, and their acceptance has sparked lucrative opportunities. Cloud-based solutions provide special advantages including lower total cost of ownership, upgrade flexibility, and responsiveness to company scaling, which increases consumer demand in the call centre outsourcing market.

Threat:

Flat Organizational Structure

The digitization of medical or patient information has produced superior data risks and liabilities as well as enlarged the possibility of data breaches. This might be mostly owing to a shortage of interior control over patient information, observance to obsolete policies and procedures or non-adherence to active ones, and insufficient personnel training. The probable for data security and privacy breaches connected with digitization may influence the adoption of HCIT solutions in the temporary awaiting process are engaged to address present issues.

COVID-19 Impact

The COVID-19 outbreak caused operational difficulties in the call centre outsourcing business. However, the adoption of cutting-edge technology like chatbots, AI, cloud-based call centre solutions, and speech recognition software has increased in the region's call centre outsourcing market. As a result, several firms have begun implementing call centre analytics, including voice analytics, multichannel customer interaction analytics, and call centre performance analytics tools. Therefore, it is projected that these factors will support the expansion of the local call centre outsourcing market during the course of the forecast year.

The voice support segment is expected to be the largest during the forecast period

The market's largest revenue source was the voice support category. The chat assistance part, however, is anticipated to observe exponential development within the forecasted period. As a result of omnichannel strategies that offer comprehensive assistance and AI, boosting and simplifying the customer engagement, the category is also anticipated to grow. Additionally, the integration of social media platforms and contact centres aids in a better knowledge of clients and their preferences, which may result in increased customer satisfaction.

The banking, financial services and insurance (BFSI) industry segment is expected to have the highest CAGR during the forecast period

Based on the end user segment the banking, financial services and insurance (BFSI) industry has the highest growth rate during the forecast period. This may be primarily due to the need for up- and cross-selling of items as well as the capitalization of market potential across several geographies. By outsourcing the service, the banking, financial services and insurance (BFSI) sector benefits since it lowers costs and improves customer service, allowing companies to concentrate on their core competencies.

Region with highest share:

Due to the existence of numerous businesses that offer customer support and sales services to clients worldwide, Asia Pacific dominated the global call centre outsourcing industry with the greatest share. In APAC, India is a crucial market for call centre outsourcing. This is due to an increase in the number of contact centre outsourcing businesses in the area. The country portion of the call centre outsourcing market research additionally lists certain market-impacting variables and domestic market regulation changes that have an effect on the market's present and future developments.

Region with highest CAGR:

During the projected period, North America is expected to hold a significant portion of the global call centre outsourcing market. More than one-third of Fortune 500 corporations are based in North America, which is also the centre of new innovation. When it comes to the use of various service types and digital technologies, North America is far ahead of all other regions. In order to meet the growing demand for connectivity, solve security concerns, and develop new products for the newest gadgets and technological standards, the North American market for IT and telecom BPO services has risen significantly.

Key players in the market

Some of the key players profiled in the Call Center Outsourcing Market include, Teleperformance SE, Concentrix Corporation, Atento SA, Capgemini SE, Accenture Plc, Sitel Group, Sutherland Global Services, Inc., Cognizant Technology Solutions Corporation, HCL Technologies, TTEC Holdings, Inc., Infosys Limited, Wipro Limited, Tata Consultancy Services (TCS), StarTek Inc., Tech Mahindra, TaskUs, Inc., WNS Global Services, Cogent E-Services Limited, Firstsource Solutions Limited, Fusion BPO Services.

Key Developments:

In June 2020, TTEC Holdings, Inc. announced the availability of virtual contact center solutions in the Asia Pacific and European regions. The at-home solutions are a combination of the quality management and security of TTEC's brick-and-mortar contact center operations. The speed, flexibility, and favourable cost structure determine the edge that its virtual contact center can deliver. The solution is made available across the United States, Canada, Philippines, and Greece and would launch to Mexico, Australia, New Zealand, the United Kingdom, and India.

In May 2020, Riot Games signed a partnership with Atento to provide services to Brazilian players. The project covers different stages, such as recruitment, selection, and training 100% remotely due to the latest events caused by the COVID-19 pandemic.

Types Covered:

Inbound Service
Outbound Service

Service Types Covered:

Video Support
Email Support
Social Media Support
Chat Support
Voice Support
Other Service Types

Enterprise Sizes Covered:

Large Enterprise
Small & Medium Enterprises (SMEs)

End-users Covered:

Healthcare
Banking, Financial Services and Insurance (BFSI)
Retail & E-commerce
Media & Entertainment
IT & Telecom
Transportation
Energy & Utilities
Healthcare
Travel & Hospitality
Education
Government and Defence
Other End Users

Regions Covered:

North America
- US
- Canada
- Mexico
Europe
- Germany
- UK
- Italy
- France
- Spain
- Rest of Europe
Asia Pacific
- Japan
- China
- India
- Australia
- New Zealand
- South Korea
- Rest of Asia Pacific
South America
- Argentina
- Brazil
- Chile
- Rest of South America
Middle East & Africa
- Saudi Arabia
- UAE
- Qatar
- South Africa
- Rest of Middle East & Africa

What our report offers:

Market share assessments for the regional and country-level segments
Strategic recommendations for the new entrants
Covers Market data for the years 2020, 2021, 2022, 2025, and 2028
Market Trends (Drivers, Constraints, Opportunities, Threats, Challenges, Investment Opportunities, and recommendations)
Strategic recommendations in key business segments based on the market estimations
Competitive landscaping mapping the key common trends
Company profiling with detailed strategies, financials, and recent developments
Supply chain trends mapping the latest technological advancements

Free Customization Offerings:

All the customers of this report will be entitled to receive one of the following free customization options:

Company Profiling
- Comprehensive profiling of additional market players (up to 3)
- SWOT Analysis of key players (up to 3)
Regional Segmentation
- Market estimations, Forecasts and CAGR of any prominent country as per the client's interest (Note: Depends on feasibility check)
Competitive Benchmarking
- Benchmarking of key players based on product portfolio, geographical presence, and strategic alliances

1 Executive Summary

2 Preface

2.1 Abstract
2.2 Stake Holders
2.3 Research Scope
2.4 Research Methodology
- 2.4.1 Data Mining
- 2.4.2 Data Analysis
- 2.4.3 Data Validation
- 2.4.4 Research Approach
2.5 Research Sources
- 2.5.1 Primary Research Sources
- 2.5.2 Secondary Research Sources
- 2.5.3 Assumptions

3 Market Trend Analysis

3.1 Introduction
3.2 Drivers
3.3 Restraints
3.4 Opportunities
3.5 Threats
3.6 End User Analysis
3.7 Emerging Markets
3.8 Impact of Covid-19

4 Porters Five Force Analysis

4.1 Bargaining power of suppliers
4.2 Bargaining power of buyers
4.3 Threat of substitutes
4.4 Threat of new entrants
4.5 Competitive rivalry

5 Global Call Center Outsourcing Market, By Type

5.1 Introduction
5.2 Inbound Service
5.3 Outbound Service

6 Global Call Center Outsourcing Market, By Service Type

6.1 Introduction
6.2 Video Support
6.3 Email Support
6.4 Social Media Support
6.5 Chat Support
6.6 Voice Support
6.7 Other Service Types

7 Global Call Center Outsourcing Market, By Enterprise Size

7.1 Introduction
7.2 Large Enterprise
7.3 Small & Medium Enterprises (SMEs)

8 Global Call Center Outsourcing Market, By End-user

8.1 Introduction
8.2 Healthcare
8.3 Banking, Financial Services and Insurance (BFSI)
8.4 Retail & E-commerce
8.5 Media & Entertainment
8.6 IT & Telecom
8.7 Transportation
8.8 Energy & Utilities
8.9 Healthcare
8.10 Travel & Hospitality
8.11 Education
8.12 Government and Defence
8.13 Other End Users

9 Global Call Center Outsourcing Market, By Geography

9.1 Introduction
9.2 North America
- 9.2.1 US
- 9.2.2 Canada
- 9.2.3 Mexico
9.3 Europe
- 9.3.1 Germany
- 9.3.2 UK
- 9.3.3 Italy
- 9.3.4 France
- 9.3.5 Spain
- 9.3.6 Rest of Europe
9.4 Asia Pacific
- 9.4.1 Japan
- 9.4.2 China
- 9.4.3 India
- 9.4.4 Australia
- 9.4.5 New Zealand
- 9.4.6 South Korea
- 9.4.7 Rest of Asia Pacific
9.5 South America
- 9.5.1 Argentina
- 9.5.2 Brazil
- 9.5.3 Chile
- 9.5.4 Rest of South America
9.6 Middle East & Africa
- 9.6.1 Saudi Arabia
- 9.6.2 UAE
- 9.6.3 Qatar
- 9.6.4 South Africa
- 9.6.5 Rest of Middle East & Africa

10 Key Developments

10.1 Agreements, Partnerships, Collaborations and Joint Ventures
10.2 Acquisitions & Mergers
10.3 New Product Launch
10.4 Expansions
10.5 Other Key Strategies

11 Company Profiling

11.1 Teleperformance SE
11.2 Concentrix Corporation
11.3 Atento SA
11.4 Capgemini SE
11.5 Accenture Plc
11.6 Sitel Group
11.7 Sutherland Global Services, Inc.
11.8 Cognizant Technology Solutions Corporation
11.9 HCL Technologies
11.10 TTEC Holdings, Inc.
11.11 Infosys Limited
11.12 Wipro Limited
11.13 Tata Consultancy Services (TCS)
11.14 StarTek Inc.
11.15 Tech Mahindra
11.16 TaskUs, Inc.
11.17 WNS Global Services
11.18 Cogent E-Services Limited
11.19 Firstsource Solutions Limited
11.20 Fusion BPO Services

コールセンターアウトソーシングの世界市場予測（～2028年）：タイプ、サービスタイプ、企業規模、エンドユーザー、地域別の分析

Call Center Outsourcing Market Forecasts to 2028 - Global Analysis by Type, Service Type, Enterprise Size (Large Enterprise and Small & Medium Enterprises ), End User and By Geography

目次

第1章エグゼクティブサマリー

第2章序文

第3章市場動向分析

第4章ポーターのファイブフォース分析

第5章世界コールセンターアウトソーシング市場：タイプ別

第6章世界コールセンターアウトソーシング市場：サービスタイプ別

第7章世界コールセンターアウトソーシング市場：企業規模別

第8章世界コールセンターアウトソーシング市場：エンドユーザー別

第9章世界コールセンターアウトソーシング市場：地域別

第10章主な動向

第11章企業プロファイル

List of Tables

Table of Contents

1 Executive Summary

2 Preface

3 Market Trend Analysis

4 Porters Five Force Analysis

5 Global Call Center Outsourcing Market, By Type

6 Global Call Center Outsourcing Market, By Service Type

7 Global Call Center Outsourcing Market, By Enterprise Size

8 Global Call Center Outsourcing Market, By End-user

9 Global Call Center Outsourcing Market, By Geography

10 Key Developments

11 Company Profiling

コールセンターアウトソーシングの世界市場予測（～2028年）：タイプ、サービスタイプ、企業規模、エンドユーザー、地域別の分析

Call Center Outsourcing Market Forecasts to 2028 - Global Analysis by Type, Service Type, Enterprise Size (Large Enterprise and Small & Medium Enterprises ), End User and By Geography

目次

第1章 エグゼクティブサマリー

第2章 序文

第3章 市場動向分析

第4章 ポーターのファイブフォース分析

第5章 世界コールセンターアウトソーシング市場：タイプ別

第6章 世界コールセンターアウトソーシング市場：サービスタイプ別

第7章 世界コールセンターアウトソーシング市場：企業規模別

第8章 世界コールセンターアウトソーシング市場：エンドユーザー別

第9章 世界コールセンターアウトソーシング市場：地域別

第10章 主な動向

第11章 企業プロファイル

List of Tables

Table of Contents

1 Executive Summary

2 Preface

3 Market Trend Analysis

4 Porters Five Force Analysis

5 Global Call Center Outsourcing Market, By Type

6 Global Call Center Outsourcing Market, By Service Type

7 Global Call Center Outsourcing Market, By Enterprise Size

8 Global Call Center Outsourcing Market, By End-user

9 Global Call Center Outsourcing Market, By Geography

10 Key Developments

11 Company Profiling

第1章エグゼクティブサマリー

第2章序文

第3章市場動向分析

第4章ポーターのファイブフォース分析

第5章世界コールセンターアウトソーシング市場：タイプ別

第6章世界コールセンターアウトソーシング市場：サービスタイプ別

第7章世界コールセンターアウトソーシング市場：企業規模別

第8章世界コールセンターアウトソーシング市場：エンドユーザー別

第9章世界コールセンターアウトソーシング市場：地域別

第10章主な動向

第11章企業プロファイル