Product Code: r6990
“Telephone Call Centers Global Market Report 2023 ” from The Business Research Company provides strategists, marketers and senior management with the critical information they need to assess the market.
This report focuses on telephone call centers market which is experiencing strong growth. The report gives a guide to the trends which will be shaping the market over the next ten years and beyond.
Reasons to Purchase
- Gain a truly global perspective with the most comprehensive report available on this market covering 50+ geographies.
- Understand how the market has been affected by the COVID-19 and how it is responding as the impact of the virus abates.
- Assess the Russia - Ukraine war's impact on agriculture, energy and mineral commodity supply and its direct and indirect impact on the market.
- Measure the impact of high global inflation on market growth.
- Create regional and country strategies on the basis of local data and analysis.
- Identify growth segments for investment.
- Outperform competitors using forecast data and the drivers and trends shaping the market.
- Understand customers based on the latest market shares.
- Benchmark performance against key competitors.
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- Report will be updated with the latest data and delivered to you within 3-5 working days of order along with an Excel data sheet for easy data extraction and analysis.
- All data from the report will also be delivered in an excel dashboard format.
Where is the largest and fastest growing market for telephone call centers? How does the market relate to the overall economy, demography and other similar markets? What forces will shape the market going forward? “The telephone call centers market global report ” from The Business Research Company answers all these questions and many more.
The report covers market characteristics, size and growth, segmentation, regional and country breakdowns, competitive landscape, market shares, trends and strategies for this market. It traces the market's historic and forecast market growth by geography.
- The market characteristics section of the report defines and explains the market.
- The market size section gives the market size ($b) covering both the historic growth of the market, and forecasting its development.
- The forecasts are made after considering the major factors currently impacting the market. These include:
The impact of sanctions, supply chain disruptions, and altered demand for goods and services due to the Russian Ukraine war, impacting various macro-economic factors and parameters in the Eastern European region and its subsequent effect on global markets.
The impact of higher inflation in many countries and the resulting spike in interest rates.
The continued but declining impact of COVID-19 on supply chains and consumption patterns.
- Market segmentations break down the market into sub markets.
- The regional and country breakdowns section gives an analysis of the market in each geography and the size of the market by geography and compares their historic and forecast growth. It covers the growth trajectory of COVID-19 for all regions, key developed countries and major emerging markets.
- The competitive landscape chapter gives a description of the competitive nature of the market, market shares, and a description of the leading companies. Key financial deals which have shaped the market in recent years are identified.
- The trends and strategies section analyses the shape of the market as it emerges from the crisis and suggests how companies can grow as the market recovers.
Scope
Markets Covered:
- 1) By Component: Solutions Or Software; Software; Consulting And Training; Integration And Deployment; Support And Maintenance
- 2) By Deployment: Cloud-Based Call Centres; Hybrid Call Centres; On-Premise Call Centres
- 3) By Vertical: Banking, Financial Services, And Insurance (BFSI); Retail And Consumer Goods; IT And Telecom; Media And Entertainment; Government; Healthcare; Travel And Hospitality; Other Verticals
- Companies Mentioned: Teleperformance SE; Concentrix; Sitel Group; Transcom WorldWide AB; Atento
- Countries: Australia; Brazil; China; France; Germany; India; Indonesia; Japan; Russia; South Korea; UK; USA
- Regions: Asia-Pacific; Western Europe; Eastern Europe; North America; South America; Middle East; Africa
- Time series: Five years historic and ten years forecast.
- Data: Ratios of market size and growth to related markets, GDP proportions, expenditure per capita,
- Data segmentations: country and regional historic and forecast data, market share of competitors, market segments.
- Sourcing and Referencing: Data and analysis throughout the report is sourced using end notes.
- Delivery format: PDF, Word and Excel Data Dashboard.
Executive Summary
Major companies in the the telephone call centers market are: Teleperformance SE, Concentrix, Sitel Group, Transcom WorldWide AB, Atento, Intrado, TTEC Holdings Inc., Alorica, IBM Corporation, Comdata Group, Serco Group Plc, Entel Call Center S.A, Sykes Enterprises Inc., Nextiva, and Fusion BPO Services.
The global telephone call centers market is expected to grow from $145.12 billion in 2022 to $149.55 billion in 2023 at a compound annual growth rate (CAGR) of 3.1%.The Russia-Ukraine war disrupted the chances of global economic recovery from the COVID-19 pandemic, at least in the short term. The war between these two countries has led to economic sanctions on multiple countries, a surge in commodity prices, and supply chain disruptions, causing inflation across goods and services and affecting many markets across the globe. The telephone call centers market is expected to reach $160.33 billion in 2027 at a CAGR of 1.8%.
The telephone call center market consists of revenues earned by entities by providing services such as communicating with the customers on behalf of the client or company for lead generation, customer retention, and surveying. The market value includes the value of related goods sold by the service provider or included within the service offering. Only goods and services traded between entities or sold to end consumers are included.
A telephone call center refers to a customer support facility where staff members of a business answer queries, provide technical help, or receive orders over the phone. Call centers can be found inside a company or are assigned to a different business that specializes in answering calls.
North America was the largest region in the telephone call centers market in 2022. The regions covered in telephone call center report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East and Africa.
The main components of telephone call centers are solutions or software, software, consulting and training, integration and deployment, and support and maintenance. A call center solution is a technology that aids inbound and outbound activities in any customer service center or cloud contact center. These are deployed by cloud-based call centers, hybrid call centers, and on premise call centers for various verticals including banking, financial services, and insurance (BFSI), retail and consumer goods, IT and telecom, media and entertainment, government, healthcare, travel and hospitality, and others.
The rise in the number of e-commerce vendors is expected to propel the growth of the telephone call center market in the coming future. E-commerce vendors refer to businesses and individuals that purchase and resell products and services online. E-commerce-related activities are performed on computers, tablets, cellphones, and other smart devices, and it operates in various market categories. E-commerce firms employ call center services to assist clients in making decisions about online purchases, resolving issues, and fostering a smooth customer experience. So, the increase in the e-commerce sector boosts the demand for telephone call centers. For instance, in August 2021, according to the Annual Retail Trade Survey (ARTS), a report published U.S. Census Bureau, a US-based government agency, E-commerce sales in the U.S. rose from $571.2 billion in 2019 to $815.4 billion in 2020, a surge of $244.2 billion or 43%. Further, in February 2023, according to Ecommerce Europe, a Europe-based association for companies selling products and/or services online to consumers, France's e-commerce sector (including products and services) generated €146.9 billion ($159.11 billion) in revenue in 2022, indicating a 13.8% growth over 2021. Therefore, the rise in the e-commerce market/vendors is driving the telephone call center market.
Technological adoption is the key trend gaining popularity in the telephone call center market. Major companies operating in the telephone call center market are focused on adopting innovative technologies to strengthen their position in the market. For instance, in June 2022, Alorica Inc., a US-based customer experience management and BPO company, adopted real-time accent translation AI technology by entering into a partnership with Sanas. Alorica Inc. employs path-breaking AI technology to manage the difficulties of languages and accents while offering unbelievably excellent client experiences throughout its worldwide network. This Accent translation technology facilitates a better understanding of spoken language, improves proficiency in foreign languages, and resolves communication issues between international teams and clients. It allows CX service specialists to select a dialect that minimizes friction in real-time while maintaining the speaker's originality. Sanas is a US-based software developer for linguistic translation using artificial intelligence (AI).
In August 2021, Sitel Group, a US-based customer experience management company, acquired Sykes Enterprises Inc. for approximately $2.2 billion. Through the acquisition, Sitel Group is now ranked among the top 3 global CX leaders, with more size, a broader global reach, and improved digital capabilities. This union considerably broadens global reach and the range of consumer goods and services. Sykes Enterprises Inc. is a US-based business process outsourcing company offering IT consultancy, business process outsourcing, and IT-enabled services, including customer care and technical support.
The countries covered in the telephone call center market report are: Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, USA.
The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified).
The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products.
The telephone call centers market research report is one of a series of new reports from The Business Research Company that provides telephone call centers market statistics, including telephone call centers industry global market size, regional shares, competitors with a telephone call centers market share, detailed telephone call centers market segments, market trends, and opportunities, and any further data you may need to thrive in the telephone call centers industry. This telephone call centers market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenario of the industry.
Table of Contents
1. Executive Summary
2. Telephone Call Centers Market Characteristics
3. Telephone Call Centers Market Trends And Strategies
4. Telephone Call Centers Market - Macro Economic Scenario
- 4.1. COVID-19 Impact On Telephone Call Centers Market
- 4.2. Ukraine-Russia War Impact On Telephone Call Centers Market
- 4.3. Impact Of High Inflation On Telephone Call Centers Market
5. Telephone Call Centers Market Size And Growth
- 5.1. Global Telephone Call Centers Historic Market, 2017-2022, $ Billion
- 5.1.1. Drivers Of The Market
- 5.1.2. Restraints On The Market
- 5.2. Global Telephone Call Centers Forecast Market, 2022-2027F, 2032F, $ Billion
- 5.2.1. Drivers Of The Market
- 5.2.2. Restraints On the Market
6. Telephone Call Centers Market Segmentation
- 6.1. Global Telephone Call Centers Market, Segmentation By Component, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
- Solutions Or Software
- Software
- Consulting And Training
- Integration And Deployment
- Support And Maintenance
- 6.2. Global Telephone Call Centers Market, Segmentation By Deployment, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
- Cloud-Based Call Centres
- Hybrid Call Centres
- On-Premise Call Centres
- 6.3. Global Telephone Call Centers Market, Segmentation By Vertical, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
- Banking, Financial Services, And Insurance (BFSI)
- Retail And Consumer Goods
- IT And Telecom
- Media And Entertainment
- Government
- Healthcare
- Travel And Hospitality
- Other Verticals
7. Telephone Call Centers Market Regional And Country Analysis
- 7.1. Global Telephone Call Centers Market, Split By Region, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
- 7.2. Global Telephone Call Centers Market, Split By Country, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
8. Asia-Pacific Telephone Call Centers Market
- 8.1. Asia-Pacific Telephone Call Centers Market Overview
- Region Information, Impact Of COVID-19, Market Information, Background Information, Government Initiatives, Regulations, Regulatory Bodies, Major Associations, Taxes Levied, Corporate Tax Structure, Investments, Major Companies
- 8.2. Asia-Pacific Telephone Call Centers Market, Segmentation By Component, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
- 8.3. Asia-Pacific Telephone Call Centers Market, Segmentation By Vertical, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
9. China Telephone Call Centers Market
- 9.1. China Telephone Call Centers Market Overview
- 9.2. China Telephone Call Centers Market, Segmentation By Component, Historic and Forecast, 2017-2022, 2022-2027F, 2032F,$ Billion
- 9.3. China Telephone Call Centers Market, Segmentation By Vertical, Historic and Forecast, 2017-2022, 2022-2027F, 2032F,$ Billion
10. India Telephone Call Centers Market
- 10.1. India Telephone Call Centers Market, Segmentation By Component, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
- 10.2. India Telephone Call Centers Market, Segmentation By Vertical, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
11. Japan Telephone Call Centers Market
- 11.1. Japan Telephone Call Centers Market, Segmentation By Component, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
- 11.2. Japan Telephone Call Centers Market, Segmentation By Vertical, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
12. Australia Telephone Call Centers Market
- 12.1. Australia Telephone Call Centers Market, Segmentation By Component, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
- 12.2. Australia Telephone Call Centers Market, Segmentation By Vertical, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
13. Indonesia Telephone Call Centers Market
- 13.1. Indonesia Telephone Call Centers Market, Segmentation By Component, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
- 13.2. Indonesia Telephone Call Centers Market, Segmentation By Vertical, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
14. South Korea Telephone Call Centers Market
- 14.1. South Korea Telephone Call Centers Market, Segmentation By Component, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
- 14.2. South Korea Telephone Call Centers Market, Segmentation By Vertical, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
15. Western Europe Telephone Call Centers Market
- 15.1. Western Europe Telephone Call Centers Market Overview
- 15.2. Western Europe Telephone Call Centers Market, Segmentation By Component, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
- 15.3. Western Europe Telephone Call Centers Market, Segmentation By Vertical, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
16. UK Telephone Call Centers Market
- 16.1. UK Telephone Call Centers Market, Segmentation By Component, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
- 16.2. UK Telephone Call Centers Market, Segmentation By Vertical, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
17. Germany Telephone Call Centers Market
- 17.1. Germany Telephone Call Centers Market, Segmentation By Component, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
- 17.2. Germany Telephone Call Centers Market, Segmentation By Vertical, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
18. France Telephone Call Centers Market
- 18.1. France Telephone Call Centers Market, Segmentation By Component, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
- 18.2. France Telephone Call Centers Market, Segmentation By Vertical, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
19. Eastern Europe Telephone Call Centers Market
- 19.1. Eastern Europe Telephone Call Centers Market Overview
- 19.2. Eastern Europe Telephone Call Centers Market, Segmentation By Component, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
- 19.3. Eastern Europe Telephone Call Centers Market, Segmentation By Vertical, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
20. Russia Telephone Call Centers Market
- 20.1. Russia Telephone Call Centers Market, Segmentation By Component, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
- 20.2. Russia Telephone Call Centers Market, Segmentation By Vertical, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
21. North America Telephone Call Centers Market
- 21.1. North America Telephone Call Centers Market Overview
- 21.2. North America Telephone Call Centers Market, Segmentation By Component, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
- 21.3. North America Telephone Call Centers Market, Segmentation By Vertical, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
22. USA Telephone Call Centers Market
- 22.1. USA Telephone Call Centers Market Overview
- 22.2. USA Telephone Call Centers Market, Segmentation By Component, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
- 22.3. USA Telephone Call Centers Market, Segmentation By Vertical, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
23. South America Telephone Call Centers Market
- 23.1. South America Telephone Call Centers Market Overview
- 23.2. South America Telephone Call Centers Market, Segmentation By Component, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
- 23.3. South America Telephone Call Centers Market, Segmentation By Vertical, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
24. Brazil Telephone Call Centers Market
- 24.1. Brazil Telephone Call Centers Market, Segmentation By Component, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
- 24.2. Brazil Telephone Call Centers Market, Segmentation By Vertical, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
25. Middle East Telephone Call Centers Market
- 25.1. Middle East Telephone Call Centers Market Overview
- 25.2. Middle East Telephone Call Centers Market, Segmentation By Component, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
- 25.3. Middle East Telephone Call Centers Market, Segmentation By Vertical, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
26. Africa Telephone Call Centers Market
- 26.1. Africa Telephone Call Centers Market Overview
- 26.2. Africa Telephone Call Centers Market, Segmentation By Component, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
- 26.3. Africa Telephone Call Centers Market, Segmentation By Vertical, Historic and Forecast, 2017-2022, 2022-2027F, 2032F, $ Billion
27. Telephone Call Centers Market Competitive Landscape And Company Profiles
- 27.1. Telephone Call Centers Market Competitive Landscape
- 27.2. Telephone Call Centers Market Company Profiles
- 27.2.1. Teleperformance SE
- 27.2.1.1. Overview
- 27.2.1.2. Products and Services
- 27.2.1.3. Strategy
- 27.2.1.4. Financial Performance
- 27.2.2. Concentrix
- 27.2.2.1. Overview
- 27.2.2.2. Products and Services
- 27.2.2.3. Strategy
- 27.2.2.4. Financial Performance
- 27.2.3. Sitel Group
- 27.2.3.1. Overview
- 27.2.3.2. Products and Services
- 27.2.3.3. Strategy
- 27.2.3.4. Financial Performance
- 27.2.4. Transcom WorldWide AB
- 27.2.4.1. Overview
- 27.2.4.2. Products and Services
- 27.2.4.3. Strategy
- 27.2.4.4. Financial Performance
- 27.2.5. Atento
- 27.2.5.1. Overview
- 27.2.5.2. Products and Services
- 27.2.5.3. Strategy
- 27.2.5.4. Financial Performance
28. Key Mergers And Acquisitions In The Telephone Call Centers Market
29. Telephone Call Centers Market Future Outlook and Potential Analysis
30. Appendix
- 30.1. Abbreviations
- 30.2. Currencies
- 30.3. Historic And Forecast Inflation Rates
- 30.4. Research Inquiries
- 30.5. The Business Research Company
- 30.6. Copyright And Disclaimer