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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 Outsourced Call Centers (Outsourced Contact Centers) 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 Outsourced Call Centers (Outsourced Contact Centers).
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 Outsourced Call Centers (Outsourced Contact Centers) 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 Outsourced Call Centers (Outsourced Contact Centers) 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 Outsourced Call Centers (Outsourced Contact Centers) Market Overview
1.1 Product Overview and Scope of Outsourced Call Centers (Outsourced Contact Centers)
1.2 Classification of Outsourced Call Centers (Outsourced Contact Centers) by Types
1.2.1 Global Outsourced Call Centers (Outsourced Contact Centers) Revenue Comparison by Types (2017-2023)
1.2.2 Global Outsourced Call Centers (Outsourced Contact Centers) Revenue Market Share by Types in 2017
1.2.3 On-Premise CCO
1.2.4 Cloud-based CCO
1.3 Global Outsourced Call Centers (Outsourced Contact Centers) Market by Application
1.3.1 Global Outsourced Call Centers (Outsourced Contact Centers) 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 Outsourced Call Centers (Outsourced Contact Centers) Market by Regions
1.4.1 Global Outsourced Call Centers (Outsourced Contact Centers) Market Size (Million USD) Comparison by Regions (2013-2023)
1.4.1 North America (USA, Canada and Mexico) Outsourced Call Centers (Outsourced Contact Centers) Status and Prospect (2013-2023)
1.4.2 Europe (Germany, France, UK, Russia and Italy) Outsourced Call Centers (Outsourced Contact Centers) Status and Prospect (2013-2023)
1.4.3 Asia-Pacific (China, Japan, Korea, India and Southeast Asia) Outsourced Call Centers (Outsourced Contact Centers) Status and Prospect (2013-2023)
1.4.4 South America (Brazil, Argentina, Colombia) Outsourced Call Centers (Outsourced Contact Centers) Status and Prospect (2013-2023)
1.4.5 Middle East and Africa (Saudi Arabia, UAE, Egypt, Nigeria and South Africa) Outsourced Call Centers (Outsourced Contact Centers) Status and Prospect (2013-2023)
1.5 Global Market Size of Outsourced Call Centers (Outsourced Contact Centers) (2013-2023)
2 Manufacturers Profiles
2.1 Teleperformance
2.1.1 Business Overview
2.1.2 Outsourced Call Centers (Outsourced Contact Centers) Type and Applications
2.1.2.1 Product A
2.1.2.2 Product B
2.1.3 Teleperformance Outsourced Call Centers (Outsourced Contact Centers) Revenue, Gross Margin and Market Share (2016-2017)
2.2 Concentrix (Convergys)
2.2.1 Business Overview
2.2.2 Outsourced Call Centers (Outsourced Contact Centers) Type and Applications
2.2.2.1 Product A
2.2.2.2 Product B
2.2.3 Concentrix (Convergys) Outsourced Call Centers (Outsourced Contact Centers) Revenue, Gross Margin and Market Share (2016-2017)
2.3 Alorica
2.3.1 Business Overview
2.3.2 Outsourced Call Centers (Outsourced Contact Centers) Type and Applications
2.3.2.1 Product A
2.3.2.2 Product B
2.3.3 Alorica Outsourced Call Centers (Outsourced Contact Centers) Revenue, Gross Margin and Market Share (2016-2017)
2.4 Atento
2.4.1 Business Overview
2.4.2 Outsourced Call Centers (Outsourced Contact Centers) Type and Applications
2.4.2.1 Product A
2.4.2.2 Product B
2.4.3 Atento Outsourced Call Centers (Outsourced Contact Centers) Revenue, Gross Margin and Market Share (2016-2017)
2.5 Acticall (Sitel)
2.5.1 Business Overview
2.5.2 Outsourced Call Centers (Outsourced Contact Centers) Type and Applications
2.5.2.1 Product A
2.5.2.2 Product B
2.5.3 Acticall (Sitel) Outsourced Call Centers (Outsourced Contact Centers) Revenue, Gross Margin and Market Share (2016-2017)
2.6 Arvato
2.6.1 Business Overview
2.6.2 Outsourced Call Centers (Outsourced Contact Centers) Type and Applications
2.6.2.1 Product A
2.6.2.2 Product B
2.6.3 Arvato Outsourced Call Centers (Outsourced Contact Centers) Revenue, Gross Margin and Market Share (2016-2017)
2.7 Sykes Enterprises
2.7.1 Business Overview
2.7.2 Outsourced Call Centers (Outsourced Contact Centers) Type and Applications
2.7.2.1 Product A
2.7.2.2 Product B
2.7.3 Sykes Enterprises Outsourced Call Centers (Outsourced Contact Centers) Revenue, Gross Margin and Market Share (2016-2017)
2.8 TeleTech Holdings
2.8.1 Business Overview
2.8.2 Outsourced Call Centers (Outsourced Contact Centers) Type and Applications
2.8.2.1 Product A
2.8.2.2 Product B
2.8.3 TeleTech Holdings Outsourced Call Centers (Outsourced Contact Centers) Revenue, Gross Margin and Market Share (2016-2017)
2.9 Transcom
2.9.1 Business Overview
2.9.2 Outsourced Call Centers (Outsourced Contact Centers) Type and Applications
2.9.2.1 Product A
2.9.2.2 Product B
2.9.3 Transcom Outsourced Call Centers (Outsourced Contact Centers) Revenue, Gross Margin and Market Share (2016-2017)
2.10 Serco
2.10.1 Business Overview
2.10.2 Outsourced Call Centers (Outsourced Contact Centers) Type and Applications
2.10.2.1 Product A
2.10.2.2 Product B
2.10.3 Serco Outsourced Call Centers (Outsourced Contact Centers) Revenue, Gross Margin and Market Share (2016-2017)
2.11 HKT Teleservices
2.11.1 Business Overview
2.11.2 Outsourced Call Centers (Outsourced Contact Centers) Type and Applications
2.11.2.1 Product A
2.11.2.2 Product B
2.11.3 HKT Teleservices Outsourced Call Centers (Outsourced Contact Centers) Revenue, Gross Margin and Market Share (2016-2017)
2.12 Comdata
2.12.1 Business Overview
2.12.2 Outsourced Call Centers (Outsourced Contact Centers) Type and Applications
2.12.2.1 Product A
2.12.2.2 Product B
2.12.3 Comdata Outsourced Call Centers (Outsourced Contact Centers) Revenue, Gross Margin and Market Share (2016-2017)
3 Global Outsourced Call Centers (Outsourced Contact Centers) Market Competition, by Players
3.1 Global Outsourced Call Centers (Outsourced Contact Centers) Revenue and Share by Players (2013-2018)
3.2 Market Concentration Rate
3.2.1 Top 5 Outsourced Call Centers (Outsourced Contact Centers) Players Market Share
3.2.2 Top 10 Outsourced Call Centers (Outsourced Contact Centers) Players Market Share
3.3 Market Competition Trend
4 Global Outsourced Call Centers (Outsourced Contact Centers) Market Size by Regions
4.1 Global Outsourced Call Centers (Outsourced Contact Centers) Revenue and Market Share by Regions
4.2 North America Outsourced Call Centers (Outsourced Contact Centers) Revenue and Growth Rate (2013-2018)
4.3 Europe Outsourced Call Centers (Outsourced Contact Centers) Revenue and Growth Rate (2013-2018)
4.4 Asia-Pacific Outsourced Call Centers (Outsourced Contact Centers) Revenue and Growth Rate (2013-2018)
4.5 South America Outsourced Call Centers (Outsourced Contact Centers) Revenue and Growth Rate (2013-2018)
4.6 Middle East and Africa Outsourced Call Centers (Outsourced Contact Centers) Revenue and Growth Rate (2013-2018)
5 North America Outsourced Call Centers (Outsourced Contact Centers) Revenue by Countries
5.1 North America Outsourced Call Centers (Outsourced Contact Centers) Revenue by Countries (2013-2018)
5.2 USA Outsourced Call Centers (Outsourced Contact Centers) Revenue and Growth Rate (2013-2018)
5.3 Canada Outsourced Call Centers (Outsourced Contact Centers) Revenue and Growth Rate (2013-2018)
5.4 Mexico Outsourced Call Centers (Outsourced Contact Centers) Revenue and Growth Rate (2013-2018)
6 Europe Outsourced Call Centers (Outsourced Contact Centers) Revenue by Countries
6.1 Europe Outsourced Call Centers (Outsourced Contact Centers) Revenue by Countries (2013-2018)
6.2 Germany Outsourced Call Centers (Outsourced Contact Centers) Revenue and Growth Rate (2013-2018)
6.3 UK Outsourced Call Centers (Outsourced Contact Centers) Revenue and Growth Rate (2013-2018)
6.4 France Outsourced Call Centers (Outsourced Contact Centers) Revenue and Growth Rate (2013-2018)
6.5 Russia Outsourced Call Centers (Outsourced Contact Centers) Revenue and Growth Rate (2013-2018)
6.6 Italy Outsourced Call Centers (Outsourced Contact Centers) Revenue and Growth Rate (2013-2018)
7 Asia-Pacific Outsourced Call Centers (Outsourced Contact Centers) Revenue by Countries
7.1 Asia-Pacific Outsourced Call Centers (Outsourced Contact Centers) Revenue by Countries (2013-2018)
7.2 China Outsourced Call Centers (Outsourced Contact Centers) Revenue and Growth Rate (2013-2018)
7.3 Japan Outsourced Call Centers (Outsourced Contact Centers) Revenue and Growth Rate (2013-2018)
7.4 Korea Outsourced Call Centers (Outsourced Contact Centers) Revenue and Growth Rate (2013-2018)
7.5 India Outsourced Call Centers (Outsourced Contact Centers) Revenue and Growth Rate (2013-2018)
7.6 Southeast Asia Outsourced Call Centers (Outsourced Contact Centers) Revenue and Growth Rate (2013-2018)
8 South America Outsourced Call Centers (Outsourced Contact Centers) Revenue by Countries
8.1 South America Outsourced Call Centers (Outsourced Contact Centers) Revenue by Countries (2013-2018)
8.2 Brazil Outsourced Call Centers (Outsourced Contact Centers) Revenue and Growth Rate (2013-2018)
8.3 Argentina Outsourced Call Centers (Outsourced Contact Centers) Revenue and Growth Rate (2013-2018)
8.4 Colombia Outsourced Call Centers (Outsourced Contact Centers) Revenue and Growth Rate (2013-2018)
9 Middle East and Africa Revenue Outsourced Call Centers (Outsourced Contact Centers) by Countries
9.1 Middle East and Africa Outsourced Call Centers (Outsourced Contact Centers) Revenue by Countries (2013-2018)
9.2 Saudi Arabia Outsourced Call Centers (Outsourced Contact Centers) Revenue and Growth Rate (2013-2018)
9.3 UAE Outsourced Call Centers (Outsourced Contact Centers) Revenue and Growth Rate (2013-2018)
9.4 Egypt Outsourced Call Centers (Outsourced Contact Centers) Revenue and Growth Rate (2013-2018)
9.5 Nigeria Outsourced Call Centers (Outsourced Contact Centers) Revenue and Growth Rate (2013-2018)
9.6 South Africa Outsourced Call Centers (Outsourced Contact Centers) Revenue and Growth Rate (2013-2018)
10 Global Outsourced Call Centers (Outsourced Contact Centers) Market Segment by Type
10.1 Global Outsourced Call Centers (Outsourced Contact Centers) Revenue and Market Share by Type (2013-2018)
10.2 Global Outsourced Call Centers (Outsourced Contact Centers) 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 Outsourced Call Centers (Outsourced Contact Centers) Market Segment by Application
11.1 Global Outsourced Call Centers (Outsourced Contact Centers) Revenue Market Share by Application (2013-2018)
11.2 Outsourced Call Centers (Outsourced Contact Centers) 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 Outsourced Call Centers (Outsourced Contact Centers) Market Size Forecast (2018-2023)
12.1 Global Outsourced Call Centers (Outsourced Contact Centers) Market Size Forecast (2018-2023)
12.2 Global Outsourced Call Centers (Outsourced Contact Centers) Market Forecast by Regions (2018-2023)
12.3 North America Outsourced Call Centers (Outsourced Contact Centers) Revenue Market Forecast (2018-2023)
12.4 Europe Outsourced Call Centers (Outsourced Contact Centers) Revenue Market Forecast (2018-2023)
12.5 Asia-Pacific Outsourced Call Centers (Outsourced Contact Centers) Revenue Market Forecast (2018-2023)
12.6 South America Outsourced Call Centers (Outsourced Contact Centers) Revenue Market Forecast (2018-2023)
12.7 Middle East and Africa Outsourced Call Centers (Outsourced Contact Centers) 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 Outsourced Call Centers (Outsourced Contact Centers) Picture
Table Product Specifications of Outsourced Call Centers (Outsourced Contact Centers)
Table Global Outsou
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