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市場調查報告書
商品編碼
1231372

客服中心的全球市場 2023

Call Centers
出版日期: | 出版商: Global Industry Analysts, Inc. | 英文 274 Pages | 商品交期: 最快1-2個工作天內

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簡介目錄

客服中心的全球市場到2030年將達到7417億美元

在COVID-19後改變的商務環境中，2022年了4,611億美元的客服中心的全球市場，在2022年～2030年間預計將以6.1％增長，2030年達到7,417億美元。本報告所分析的市場區隔之一的內部，年複合成長率將記錄6％，到分析期間結束時達到5660億美元。考慮疫情後的復甦，外包領域今後8年的年複合成長率將修正為6.6％。

美國市場估算為1,349億美元，中國則將以年複合成長率5.6％增長。

美國的客服中心市場在2022年估算為1,349億美元。作為世界第2大經濟大國的中國，在2022年～2030年間年複合成長率預計將為5.6％，2030年達到1,286億美元的市場規模。其他熱門的地區市場有日本和加拿大，在2022年～2030年間預計將各以5.5％和4.4％的速度成長。在歐洲市場中，德國以年複合成長率約4.6％成長。

調查對像企業範例

  • [24]7.ai, Inc.
  • Alliance Data Systems, Inc.
  • Alorica, Inc
  • Atento
  • ATOS S.A.
  • BT Communications(Ireland)Limited
  • Capita Customer Management Limited
  • Concentrix
  • Convergys Corp.,
  • Entel Call Center
  • Genpact
  • IBEX Global
  • IBM Global Process Services Pvt. Ltd
  • Plusoft Informatica Ltd
  • Sitel
  • Sykes Enterprises, Inc.
  • Tata Consultancy Services Limited
  • Teleperformance SA
  • West Corporation
  • Wipro

目錄

第1章 調查手法

第2章 摘要整理

  • 市場概要
  • 主要企業
  • 市場趨勢與推動因素
  • 全球市場預測

第3章 市場分析

  • 美國
  • 加拿大
  • 日本
  • 中國
  • 歐洲
  • 法國
  • 德國
  • 義大利
  • 英國
  • 其他歐洲
  • 亞太地區
  • 全球其他地區

第4章 競爭

簡介目錄
Product Code: MCP-1145

What`s New for 2023?

»Special coverage on Russia-Ukraine war; global inflation; easing of "zero-Covid" policy in China and its `bumpy` reopening; supply chain disruptions, global trade tensions; and risk of recession.

»Global competitiveness and key competitor percentage market shares

» Market presence across multiple geographies - Strong/Active/Niche/Trivial

»Online interactive peer-to-peer collaborative bespoke updates

»Access to our digital archives and MarketGlass Research Platform

»Complimentary updates for one year

Looking Ahead to 2023

The global economy is at a critical crossroads with a number of interlocking challenges and crises running in parallel. The uncertainty around how Russia`s war on Ukraine will play out this year and the war`s role in creating global instability means that the trouble on the inflation front is not over yet. Food and fuel inflation will remain a persistent economic problem. Higher retail inflation will impact consumer confidence and spending. As governments combat inflation by raising interest rates, new job creation will slowdown and impact economic activity and growth. Lower capital expenditure is in the offing as companies go slow on investments, held back by inflation worries and weaker demand. With slower growth and high inflation, developed markets seem primed to enter into a recession. Fears of new COVID outbreaks and China's already uncertain post-pandemic path poses a real risk of the world experiencing more acute supply chain pain and manufacturing disruptions this year. Volatile financial markets, growing trade tensions, stricter regulatory environment and pressure to mainstream climate change into economic decisions will compound the complexity of challenges faced. Year 2023 is expected to be tough year for most markets, investors and consumers. Nevertheless, there is always opportunity for businesses and their leaders who can chart a path forward with resilience and adaptability.

Global Call Centers Market to Reach $741.7 Billion by 2030

In the changed post COVID-19 business landscape, the global market for Call Centers estimated at US$461.1 Billion in the year 2022, is projected to reach a revised size of US$741.7 Billion by 2030, growing at aCAGR of 6.1% over the period 2022-2030. In-House, one of the segments analyzed in the report, is projected to record 6% CAGR and reach US$566 Billion by the end of the analysis period. Taking into account the ongoing post pandemic recovery, growth in the Outsourced segment is readjusted to a revised 6.6% CAGR for the next 8-year period.

The U.S. Market is Estimated at $134.9 Billion, While China is Forecast to Grow at 5.6% CAGR

The Call Centers market in the U.S. is estimated at US$134.9 Billion in the year 2022. China, the world`s second largest economy, is forecast to reach a projected market size of US$128.6 Billion by the year 2030 trailing a CAGR of 5.6% over the analysis period 2022 to 2030. Among the other noteworthy geographic markets are Japan and Canada, each forecast to grow at 5.5% and 4.4% respectively over the 2022-2030 period. Within Europe, Germany is forecast to grow at approximately 4.6% CAGR.

Select Competitors (Total 203 Featured):

  • [24]7.ai, Inc.
  • Alliance Data Systems, Inc.
  • Alorica, Inc
  • Atento
  • ATOS S.A.
  • BT Communications (Ireland) Limited
  • Capita Customer Management Limited
  • Concentrix
  • Convergys Corp.,
  • Entel Call Center
  • Genpact
  • IBEX Global
  • IBM Global Process Services Pvt. Ltd
  • Plusoft Informatica Ltd
  • Sitel
  • Sykes Enterprises, Inc.
  • Tata Consultancy Services Limited
  • Teleperformance SA
  • West Corporation
  • Wipro

TABLE OF CONTENTS

I. METHODOLOGY

II. EXECUTIVE SUMMARY

  • 1. MARKET OVERVIEW
    • Influencer Market Insights
    • World Market Trajectories
    • Impact of Covid-19 and a Looming Global Recession
    • Call Centers: A Quick Primer
    • Recent Market Activity
    • Call Centers Tap Technology to Improve Operational Efficiency & Service Quality
    • Addressing the Evolving Customer Experience
    • Digital Transformation - Playing an Important Role
    • Outlook
    • Developing Markets Drive Growth
    • Outsourced Call Center Services Market
    • Despite Outsourcing Wave, In-House Call Centers Continue to Remain Dominant
    • Offshore Call Centers: The Key Growth Vertical for Developing World
    • A Brief Sketch of Major Offshore Destinations for Call Centers
    • Onshore Call Centers - Still in the Reckoning
    • Wave of Re-Shoring & Nearshoring Strategies
    • Right Shoring Gains Traction in Call Center Operations
    • Mass Market Call Centers Outnumber B2B Call Centers
    • Multiple Outsourced Call Centers: Order of the Day
    • Competition
    • Leading Players
    • Startups Spur Innovation in Call Center Industry
    • Spurt in Mobile Telephony: The Key Driver of Industry Transformation Seen Over the Last Two Decades
    • Call Centers - Global Key Competitors Percentage Market Share in 2021 (E)
    • Competitive Market Presence - Strong/Active/Niche/Trivial for Players Worldwide in 2021 (E)
  • 2. FOCUS ON SELECT PLAYERS
    • [24]7 Inc. (USA)
    • Alliance Data Systems, Inc. (USA)
    • Alorica, Inc. (USA)
    • Atento (Luxembourg)
    • ATOS S.A. (France)
    • BT Communications (Ireland) Limited (Ireland)
    • Capita Customer Management Limited (UK)
    • Concentrix (USA)
    • Convergys Corp. (USA)
    • Entel Call Center (Chile)
    • EXL Service Holdings, Inc. (USA)
    • Genpact Limited (Bermuda)
    • HCL BPO Services NI Ltd (Ireland)
    • IBEX Global (USA)
    • IBM Global Process Services Pvt. Ltd (India)
    • Plusoft Informatica Ltda (Brazil)
    • Sitel (USA)
    • Sykes Enterprises, Inc. (USA)
    • Tata Consultancy Services Limited (India)
    • Teleperformance SE (France)
    • TTEC Holdings, Inc. (USA)
    • West Corporation (USA)
    • Wipro Ltd (India)
  • 3. MARKET TRENDS & DRIVERS
    • Cloud Communications Continue to Reshape Call Centers market
    • OmniChannel Strategy Offers Holistic Support
    • Unified Communications Simplify Customer Engagement
    • Artificial Intelligence Enhances Call Center Productivity
    • Industry Displays Increasing Reliance on IVR
    • Integration of Social Media with Call Center Operations Opens New Possibilities
    • Opportunity Indicators
    • Sustained Increase in Importance of Self-Service
    • Focus Grows on Improved Contact Center Analytics
    • Integrating CRM with Big Data Analytics Brings in Significant Benefits
    • Companies Target Multi-Skilled Employees
    • Increase in Remote Contact Center Agents
    • Building Meaningful Collaboration among Agents and the Way they Work
    • Multi-Language Contact Centers - A Key Trend
    • From Cost Centers to Profit Centers - Call Centers Go Beyond Service & Support Functions to Adopt Sales & Marketing Capabilities
    • Virtual Agents Model Emerges as a New Profitable Approach
    • Hosted or Virtual Call Centers on the Rise
    • Improving 'Customer Experience' Turns into Core Area for Call Centers
    • KPIs and Metrics Take Center Stage
    • Call Centers Embrace IP for Better Efficiency
    • CRM: A Shot in the Arm for Call Centers
    • Call Center Applications Diversify to Include Mobile Apps
    • Video Emerges as a New Channel for Call Centers
    • Voice/Speech Based Technologies Empower Call Center Training & Operations
    • Workforce Management Solutions to the Fore
    • Evolving Database Technologies and Management Strategies Guide Call Centers to Reach New Avenues
    • Customer Support & Sales Force Automation Dominate Software Applications
    • Multi-Site Call Routing Solutions: Popular with Large Global Firms
    • Automatic Call Distributing (ACD) Products- From Standalone to Open and Networked Systems
    • Key Issues
    • Growing Digital Engagement Drags Down Voice Based Customer Interactions
    • Simplifying Complexities in Call Center Processes: A Key Area of Focus
    • Call Centers & the Regulatory Environment
  • 4. GLOBAL MARKET PERSPECTIVE
    • TABLE 1: World Recent Past, Current & Future Analysis for Call Centers by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2022 through 2030 and % CAGR
    • TABLE 2: World Historic Review for Call Centers by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2014 through 2021 and % CAGR
    • TABLE 3: World 16-Year Perspective for Call Centers by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets for Years 2014, 2023 & 2030
    • TABLE 4: World Recent Past, Current & Future Analysis for In-House by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2022 through 2030 and % CAGR
    • TABLE 5: World Historic Review for In-House by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2014 through 2021 and % CAGR
    • TABLE 6: World 16-Year Perspective for In-House by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2014, 2023 & 2030
    • TABLE 7: World Recent Past, Current & Future Analysis for Outsourced by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2022 through 2030 and % CAGR
    • TABLE 8: World Historic Review for Outsourced by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2014 through 2021 and % CAGR
    • TABLE 9: World 16-Year Perspective for Outsourced by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2014, 2023 & 2030
    • TABLE 10: World Call Centers Market Analysis of Annual Sales in US$ Million for Years 2014 through 2030

III. MARKET ANALYSIS

  • UNITED STATES
    • Call Centers Market Presence - Strong/Active/Niche/Trivial - Key Competitors in the United States for 2023 (E)
    • TABLE 11: USA Recent Past, Current & Future Analysis for Call Centers by Type - In-House and Outsourced - Independent Analysis of Annual Sales in US$ Million for the Years 2022 through 2030 and % CAGR
    • TABLE 12: USA Historic Review for Call Centers by Type - In-House and Outsourced Markets - Independent Analysis of Annual Sales in US$ Million for Years 2014 through 2021 and % CAGR
    • TABLE 13: USA 16-Year Perspective for Call Centers by Type - Percentage Breakdown of Value Sales for In-House and Outsourced for the Years 2014, 2023 & 2030
  • CANADA
    • TABLE 14: Canada Recent Past, Current & Future Analysis for Call Centers by Type - In-House and Outsourced - Independent Analysis of Annual Sales in US$ Million for the Years 2022 through 2030 and % CAGR
    • TABLE 15: Canada Historic Review for Call Centers by Type - In-House and Outsourced Markets - Independent Analysis of Annual Sales in US$ Million for Years 2014 through 2021 and % CAGR
    • TABLE 16: Canada 16-Year Perspective for Call Centers by Type - Percentage Breakdown of Value Sales for In-House and Outsourced for the Years 2014, 2023 & 2030
  • JAPAN
    • Call Centers Market Presence - Strong/Active/Niche/Trivial - Key Competitors in Japan for 2023 (E)
    • TABLE 17: Japan Recent Past, Current & Future Analysis for Call Centers by Type - In-House and Outsourced - Independent Analysis of Annual Sales in US$ Million for the Years 2022 through 2030 and % CAGR
    • TABLE 18: Japan Historic Review for Call Centers by Type - In-House and Outsourced Markets - Independent Analysis of Annual Sales in US$ Million for Years 2014 through 2021 and % CAGR
    • TABLE 19: Japan 16-Year Perspective for Call Centers by Type - Percentage Breakdown of Value Sales for In-House and Outsourced for the Years 2014, 2023 & 2030
  • CHINA
    • Call Centers Market Presence - Strong/Active/Niche/Trivial - Key Competitors in China for 2023 (E)
    • TABLE 20: China Recent Past, Current & Future Analysis for Call Centers by Type - In-House and Outsourced - Independent Analysis of Annual Sales in US$ Million for the Years 2022 through 2030 and % CAGR
    • TABLE 21: China Historic Review for Call Centers by Type - In-House and Outsourced Markets - Independent Analysis of Annual Sales in US$ Million for Years 2014 through 2021 and % CAGR
    • TABLE 22: China 16-Year Perspective for Call Centers by Type - Percentage Breakdown of Value Sales for In-House and Outsourced for the Years 2014, 2023 & 2030
  • EUROPE
    • Call Centers Market Presence - Strong/Active/Niche/Trivial - Key Competitors in Europe for 2023 (E)
    • TABLE 23: Europe Recent Past, Current & Future Analysis for Call Centers by Geographic Region - France, Germany, Italy, UK and Rest of Europe Markets - Independent Analysis of Annual Sales in US$ Million for Years 2022 through 2030 and % CAGR
    • TABLE 24: Europe Historic Review for Call Centers by Geographic Region - France, Germany, Italy, UK and Rest of Europe Markets - Independent Analysis of Annual Sales in US$ Million for Years 2014 through 2021 and % CAGR
    • TABLE 25: Europe 16-Year Perspective for Call Centers by Geographic Region - Percentage Breakdown of Value Sales for France, Germany, Italy, UK and Rest of Europe Markets for Years 2014, 2023 & 2030
    • TABLE 26: Europe Recent Past, Current & Future Analysis for Call Centers by Type - In-House and Outsourced - Independent Analysis of Annual Sales in US$ Million for the Years 2022 through 2030 and % CAGR
    • TABLE 27: Europe Historic Review for Call Centers by Type - In-House and Outsourced Markets - Independent Analysis of Annual Sales in US$ Million for Years 2014 through 2021 and % CAGR
    • TABLE 28: Europe 16-Year Perspective for Call Centers by Type - Percentage Breakdown of Value Sales for In-House and Outsourced for the Years 2014, 2023 & 2030
  • FRANCE
    • Call Centers Market Presence - Strong/Active/Niche/Trivial - Key Competitors in France for 2023 (E)
    • TABLE 29: France Recent Past, Current & Future Analysis for Call Centers by Type - In-House and Outsourced - Independent Analysis of Annual Sales in US$ Million for the Years 2022 through 2030 and % CAGR
    • TABLE 30: France Historic Review for Call Centers by Type - In-House and Outsourced Markets - Independent Analysis of Annual Sales in US$ Million for Years 2014 through 2021 and % CAGR
    • TABLE 31: France 16-Year Perspective for Call Centers by Type - Percentage Breakdown of Value Sales for In-House and Outsourced for the Years 2014, 2023 & 2030
  • GERMANY
    • Call Centers Market Presence - Strong/Active/Niche/Trivial - Key Competitors in Germany for 2023 (E)
    • TABLE 32: Germany Recent Past, Current & Future Analysis for Call Centers by Type - In-House and Outsourced - Independent Analysis of Annual Sales in US$ Million for the Years 2022 through 2030 and % CAGR
    • TABLE 33: Germany Historic Review for Call Centers by Type - In-House and Outsourced Markets - Independent Analysis of Annual Sales in US$ Million for Years 2014 through 2021 and % CAGR
    • TABLE 34: Germany 16-Year Perspective for Call Centers by Type - Percentage Breakdown of Value Sales for In-House and Outsourced for the Years 2014, 2023 & 2030
  • ITALY
    • TABLE 35: Italy Recent Past, Current & Future Analysis for Call Centers by Type - In-House and Outsourced - Independent Analysis of Annual Sales in US$ Million for the Years 2022 through 2030 and % CAGR
    • TABLE 36: Italy Historic Review for Call Centers by Type - In-House and Outsourced Markets - Independent Analysis of Annual Sales in US$ Million for Years 2014 through 2021 and % CAGR
    • TABLE 37: Italy 16-Year Perspective for Call Centers by Type - Percentage Breakdown of Value Sales for In-House and Outsourced for the Years 2014, 2023 & 2030
  • UNITED KINGDOM
    • Call Centers Market Presence - Strong/Active/Niche/Trivial - Key Competitors in the United Kingdom for 2023 (E)
    • TABLE 38: UK Recent Past, Current & Future Analysis for Call Centers by Type - In-House and Outsourced - Independent Analysis of Annual Sales in US$ Million for the Years 2022 through 2030 and % CAGR
    • TABLE 39: UK Historic Review for Call Centers by Type - In-House and Outsourced Markets - Independent Analysis of Annual Sales in US$ Million for Years 2014 through 2021 and % CAGR
    • TABLE 40: UK 16-Year Perspective for Call Centers by Type - Percentage Breakdown of Value Sales for In-House and Outsourced for the Years 2014, 2023 & 2030
  • REST OF EUROPE
    • TABLE 41: Rest of Europe Recent Past, Current & Future Analysis for Call Centers by Type - In-House and Outsourced - Independent Analysis of Annual Sales in US$ Million for the Years 2022 through 2030 and % CAGR
    • TABLE 42: Rest of Europe Historic Review for Call Centers by Type - In-House and Outsourced Markets - Independent Analysis of Annual Sales in US$ Million for Years 2014 through 2021 and % CAGR
    • TABLE 43: Rest of Europe 16-Year Perspective for Call Centers by Type - Percentage Breakdown of Value Sales for In-House and Outsourced for the Years 2014, 2023 & 2030
  • ASIA-PACIFIC
    • Call Centers Market Presence - Strong/Active/Niche/Trivial - Key Competitors in Asia-Pacific for 2023 (E)
    • TABLE 44: Asia-Pacific Recent Past, Current & Future Analysis for Call Centers by Type - In-House and Outsourced - Independent Analysis of Annual Sales in US$ Million for the Years 2022 through 2030 and % CAGR
    • TABLE 45: Asia-Pacific Historic Review for Call Centers by Type - In-House and Outsourced Markets - Independent Analysis of Annual Sales in US$ Million for Years 2014 through 2021 and % CAGR
    • TABLE 46: Asia-Pacific 16-Year Perspective for Call Centers by Type - Percentage Breakdown of Value Sales for In-House and Outsourced for the Years 2014, 2023 & 2030
  • REST OF WORLD
    • TABLE 47: Rest of World Recent Past, Current & Future Analysis for Call Centers by Type - In-House and Outsourced - Independent Analysis of Annual Sales in US$ Million for the Years 2022 through 2030 and % CAGR
    • TABLE 48: Rest of World Historic Review for Call Centers by Type - In-House and Outsourced Markets - Independent Analysis of Annual Sales in US$ Million for Years 2014 through 2021 and % CAGR
    • TABLE 49: Rest of World 16-Year Perspective for Call Centers by Type - Percentage Breakdown of Value Sales for In-House and Outsourced for the Years 2014, 2023 & 2030

IV. COMPETITION