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In today’s business parlance, outsourcing refers to the practice of outsourcing non-core business functions of an organization to a third party business process outsourcing (BPO) services provider. Similarly, call center outsourcing is the process of contracting the management of voice based customer service processes to specialized call center outsourcing companies. Contact centers defined simply are workplaces wherein human agents receive or make outgoing telephone calls to existing or prospective customers of a company. Outsourced contact centers are specialized contact center outsourcing companies that manage inbound or outbound call center processes for their clients.
Scope of the Report:
The market is growing at a very rapid pace and with rise in technological innovation, competition and M&A activities in the industry many local and regional vendors are offering specific application products for varied end-users. The industry is expected to remain innovation-led, with frequent acquisitions and strategic alliances adopted as the key strategies by the players to increase their industry presence.
The global Customer Care BPO market is valued at xx million USD in 2017 and is expected to reach xx million USD by the end of 2023, growing at a CAGR of xx% between 2017 and 2023.
The Asia-Pacific will occupy for more market share in following years, especially in China, also fast growing India and Southeast Asia regions.
North America, especially The United States, will still play an important role which cannot be ignored. Any changes from United States might affect the development trend of Customer Care BPO.
Europe also play important roles in global market, with market size of xx million USD in 2017 and will be xx million USD in 2023, with a CAGR of xx%.
This report studies the Customer Care BPO market status and outlook of Global and major regions, from angles of players, countries, product types and end industries; this report analyzes the top players in global market, and splits the Customer Care BPO market by product type and applications/end industries.
Market Segment by Companies, this report covers
Teleperformance
Concentrix (Convergys)
Alorica
Atento
Acticall (Sitel)
Arvato
Sykes Enterprises
TeleTech Holdings
Transcom
Serco
HKT Teleservices
Comdata
Market Segment by Regions, regional analysis covers
North America (United States, Canada and Mexico)
Europe (Germany, France, UK, Russia and Italy)
Asia-Pacific (China, Japan, Korea, India and Southeast Asia)
South America (Brazil, Argentina, Colombia)
Middle East and Africa (Saudi Arabia, UAE, Egypt, Nigeria and South Africa)
Market Segment by Type, covers
On-Premise CCO
Cloud-based CCO
Market Segment by Applications, can be divided into
Telecom & IT
BFSI
Healthcare & Life Sciences
Government & Public
Retail & Consumer Goods
Others
The base year for the study has been considered 2019, historic year 2014 and 2018, the forecast period considered is from 2020 to 2027. The regions analyzed for the market include North America, Europe, South America, Asia Pacific, and Middle East and Africa. These regions are further analyzed at the country-level. The study also includes attractiveness analysis of type, application and regions which are benchmarked based on their market size, growth rate and attractiveness in terms of present and future opportunity for understanding the future growth of the market.
Market is segmented on the basis:
The report offers in-depth analysis of driving factors, opportunities, restraints, and challenges for gaining the key insight of the market. The report emphasizes on all the key trends that play a vital role in the enlargement of the market from 2019 to 2026.
The report provides company profile of the key players operating in the market and a comparative analysis based on their business overviews industry offering, segment market share, regional presence, business strategies, innovations, mergers & acquisitions, recent developments, joint venture, collaborations, partnerships, SWOT analysis, and key financial information.
Table of Contents
1 Customer Care BPO Market Overview
1.1 Product Overview and Scope of Customer Care BPO
1.2 Classification of Customer Care BPO by Types
1.2.1 Global Customer Care BPO Revenue Comparison by Types (2017-2023)
1.2.2 Global Customer Care BPO Revenue Market Share by Types in 2017
1.2.3 On-Premise CCO
1.2.4 Cloud-based CCO
1.3 Global Customer Care BPO Market by Application
1.3.1 Global Customer Care BPO Market Size and Market Share Comparison by Applications (2013-2023)
1.3.2 Telecom & IT
1.3.3 BFSI
1.3.4 Healthcare & Life Sciences
1.3.5 Government & Public
1.3.6 Retail & Consumer Goods
1.3.7 Others
1.4 Global Customer Care BPO Market by Regions
1.4.1 Global Customer Care BPO Market Size (Million USD) Comparison by Regions (2013-2023)
1.4.1 North America (USA, Canada and Mexico) Customer Care BPO Status and Prospect (2013-2023)
1.4.2 Europe (Germany, France, UK, Russia and Italy) Customer Care BPO Status and Prospect (2013-2023)
1.4.3 Asia-Pacific (China, Japan, Korea, India and Southeast Asia) Customer Care BPO Status and Prospect (2013-2023)
1.4.4 South America (Brazil, Argentina, Colombia) Customer Care BPO Status and Prospect (2013-2023)
1.4.5 Middle East and Africa (Saudi Arabia, UAE, Egypt, Nigeria and South Africa) Customer Care BPO Status and Prospect (2013-2023)
1.5 Global Market Size of Customer Care BPO (2013-2023)
2 Manufacturers Profiles
2.1 Teleperformance
2.1.1 Business Overview
2.1.2 Customer Care BPO Type and Applications
2.1.2.1 Product A
2.1.2.2 Product B
2.1.3 Teleperformance Customer Care BPO Revenue, Gross Margin and Market Share (2016-2017)
2.2 Concentrix (Convergys)
2.2.1 Business Overview
2.2.2 Customer Care BPO Type and Applications
2.2.2.1 Product A
2.2.2.2 Product B
2.2.3 Concentrix (Convergys) Customer Care BPO Revenue, Gross Margin and Market Share (2016-2017)
2.3 Alorica
2.3.1 Business Overview
2.3.2 Customer Care BPO Type and Applications
2.3.2.1 Product A
2.3.2.2 Product B
2.3.3 Alorica Customer Care BPO Revenue, Gross Margin and Market Share (2016-2017)
2.4 Atento
2.4.1 Business Overview
2.4.2 Customer Care BPO Type and Applications
2.4.2.1 Product A
2.4.2.2 Product B
2.4.3 Atento Customer Care BPO Revenue, Gross Margin and Market Share (2016-2017)
2.5 Acticall (Sitel)
2.5.1 Business Overview
2.5.2 Customer Care BPO Type and Applications
2.5.2.1 Product A
2.5.2.2 Product B
2.5.3 Acticall (Sitel) Customer Care BPO Revenue, Gross Margin and Market Share (2016-2017)
2.6 Arvato
2.6.1 Business Overview
2.6.2 Customer Care BPO Type and Applications
2.6.2.1 Product A
2.6.2.2 Product B
2.6.3 Arvato Customer Care BPO Revenue, Gross Margin and Market Share (2016-2017)
2.7 Sykes Enterprises
2.7.1 Business Overview
2.7.2 Customer Care BPO Type and Applications
2.7.2.1 Product A
2.7.2.2 Product B
2.7.3 Sykes Enterprises Customer Care BPO Revenue, Gross Margin and Market Share (2016-2017)
2.8 TeleTech Holdings
2.8.1 Business Overview
2.8.2 Customer Care BPO Type and Applications
2.8.2.1 Product A
2.8.2.2 Product B
2.8.3 TeleTech Holdings Customer Care BPO Revenue, Gross Margin and Market Share (2016-2017)
2.9 Transcom
2.9.1 Business Overview
2.9.2 Customer Care BPO Type and Applications
2.9.2.1 Product A
2.9.2.2 Product B
2.9.3 Transcom Customer Care BPO Revenue, Gross Margin and Market Share (2016-2017)
2.10 Serco
2.10.1 Business Overview
2.10.2 Customer Care BPO Type and Applications
2.10.2.1 Product A
2.10.2.2 Product B
2.10.3 Serco Customer Care BPO Revenue, Gross Margin and Market Share (2016-2017)
2.11 HKT Teleservices
2.11.1 Business Overview
2.11.2 Customer Care BPO Type and Applications
2.11.2.1 Product A
2.11.2.2 Product B
2.11.3 HKT Teleservices Customer Care BPO Revenue, Gross Margin and Market Share (2016-2017)
2.12 Comdata
2.12.1 Business Overview
2.12.2 Customer Care BPO Type and Applications
2.12.2.1 Product A
2.12.2.2 Product B
2.12.3 Comdata Customer Care BPO Revenue, Gross Margin and Market Share (2016-2017)
3 Global Customer Care BPO Market Competition, by Players
3.1 Global Customer Care BPO Revenue and Share by Players (2013-2018)
3.2 Market Concentration Rate
3.2.1 Top 5 Customer Care BPO Players Market Share
3.2.2 Top 10 Customer Care BPO Players Market Share
3.3 Market Competition Trend
4 Global Customer Care BPO Market Size by Regions
4.1 Global Customer Care BPO Revenue and Market Share by Regions
4.2 North America Customer Care BPO Revenue and Growth Rate (2013-2018)
4.3 Europe Customer Care BPO Revenue and Growth Rate (2013-2018)
4.4 Asia-Pacific Customer Care BPO Revenue and Growth Rate (2013-2018)
4.5 South America Customer Care BPO Revenue and Growth Rate (2013-2018)
4.6 Middle East and Africa Customer Care BPO Revenue and Growth Rate (2013-2018)
5 North America Customer Care BPO Revenue by Countries
5.1 North America Customer Care BPO Revenue by Countries (2013-2018)
5.2 USA Customer Care BPO Revenue and Growth Rate (2013-2018)
5.3 Canada Customer Care BPO Revenue and Growth Rate (2013-2018)
5.4 Mexico Customer Care BPO Revenue and Growth Rate (2013-2018)
6 Europe Customer Care BPO Revenue by Countries
6.1 Europe Customer Care BPO Revenue by Countries (2013-2018)
6.2 Germany Customer Care BPO Revenue and Growth Rate (2013-2018)
6.3 UK Customer Care BPO Revenue and Growth Rate (2013-2018)
6.4 France Customer Care BPO Revenue and Growth Rate (2013-2018)
6.5 Russia Customer Care BPO Revenue and Growth Rate (2013-2018)
6.6 Italy Customer Care BPO Revenue and Growth Rate (2013-2018)
7 Asia-Pacific Customer Care BPO Revenue by Countries
7.1 Asia-Pacific Customer Care BPO Revenue by Countries (2013-2018)
7.2 China Customer Care BPO Revenue and Growth Rate (2013-2018)
7.3 Japan Customer Care BPO Revenue and Growth Rate (2013-2018)
7.4 Korea Customer Care BPO Revenue and Growth Rate (2013-2018)
7.5 India Customer Care BPO Revenue and Growth Rate (2013-2018)
7.6 Southeast Asia Customer Care BPO Revenue and Growth Rate (2013-2018)
8 South America Customer Care BPO Revenue by Countries
8.1 South America Customer Care BPO Revenue by Countries (2013-2018)
8.2 Brazil Customer Care BPO Revenue and Growth Rate (2013-2018)
8.3 Argentina Customer Care BPO Revenue and Growth Rate (2013-2018)
8.4 Colombia Customer Care BPO Revenue and Growth Rate (2013-2018)
9 Middle East and Africa Revenue Customer Care BPO by Countries
9.1 Middle East and Africa Customer Care BPO Revenue by Countries (2013-2018)
9.2 Saudi Arabia Customer Care BPO Revenue and Growth Rate (2013-2018)
9.3 UAE Customer Care BPO Revenue and Growth Rate (2013-2018)
9.4 Egypt Customer Care BPO Revenue and Growth Rate (2013-2018)
9.5 Nigeria Customer Care BPO Revenue and Growth Rate (2013-2018)
9.6 South Africa Customer Care BPO Revenue and Growth Rate (2013-2018)
10 Global Customer Care BPO Market Segment by Type
10.1 Global Customer Care BPO Revenue and Market Share by Type (2013-2018)
10.2 Global Customer Care BPO Market Forecast by Type (2018-2023)
10.3 On-Premise CCO Revenue Growth Rate (2013-2023)
10.4 Cloud-based CCO Revenue Growth Rate (2013-2023)
11 Global Customer Care BPO Market Segment by Application
11.1 Global Customer Care BPO Revenue Market Share by Application (2013-2018)
11.2 Customer Care BPO Market Forecast by Application (2018-2023)
11.3 Telecom & IT Revenue Growth (2013-2018)
11.4 BFSI Revenue Growth (2013-2018)
11.5 Healthcare & Life Sciences Revenue Growth (2013-2018)
11.6 Government & Public Revenue Growth (2013-2018)
11.7 Retail & Consumer Goods Revenue Growth (2013-2018)
11.8 Others Revenue Growth (2013-2018)
12 Global Customer Care BPO Market Size Forecast (2018-2023)
12.1 Global Customer Care BPO Market Size Forecast (2018-2023)
12.2 Global Customer Care BPO Market Forecast by Regions (2018-2023)
12.3 North America Customer Care BPO Revenue Market Forecast (2018-2023)
12.4 Europe Customer Care BPO Revenue Market Forecast (2018-2023)
12.5 Asia-Pacific Customer Care BPO Revenue Market Forecast (2018-2023)
12.6 South America Customer Care BPO Revenue Market Forecast (2018-2023)
12.7 Middle East and Africa Customer Care BPO Revenue Market Forecast (2018-2023)
13 Research Findings and Conclusion
14 Appendix
14.1 Methodology
14.2 Data Source
List of Tables and Figures
Figure Customer Care BPO Picture
Table Product Specifications of Customer Care BPO
Table Global Customer Care BPO and Revenue (Million USD) Market Split by Product Type
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